Office Software

Education

Boston College, School of Arts and Science; Chestnut Hill, MA

Bachelor's of Arts, May 2010

. Major: Economics and English

. Minor: International Studies

. McNair Scholar, Dean's List Honors & AHANA Honor Roll (multiple

semesters)

Experience

Bilingual Customer Support Specialist, Aereo, Inc., New York, NY

April 2014 - Present

. Resolve customer calls and emails related to viewing/recording live and

time-shifted TV shows on IP devices

. Identify, investigate and resolve account-specific issues related to TV

viewing

. Process customer orders by phone

. Communicate issues to engineering team as necessary for quick resolution

. Assist in the fulfillment of periodic marketing promotions

. Assist with scoping requirements and features for proprietary support

tools for in-house development

. Utilize proprietary tools to diagnose customer problems

Technology Consultant, Thackway McCord, New York, NY

April 2014 - Present

. Mac specialist providing technical support for boutique design and

branding firm

. Set up and maintain Outlook email accounts and calendars across Mac and

Office platforms on multiple devices and desktop computers

. Set up and troubleshoot issues with computers, printers, handheld

devices, servers, and Wi-Fi network

. Research unusual bugs and issues the company encounters

. Update and create documentation as needed for system, software, and

hardware support

. Provide web and email hosting management

. Responsible for troubleshooting Microsoft Windows, Microsoft Office, Mac

OS X, Adobe Creative Suite, Back Up Systems, and Networking (routers,

switches, and firewall) in an all Mac Environment

. Provide assistance with VoIP telephone system, databases, and design/web

development

Help Desk Support Specialist, Robert A.M. Stern Architects, New York, NY

May 2013 - April 2014

. Respond to requests for technical assistance in person, via phone,

electronically. Diagnose and resolve technical hardware and software

issues, research questions using available information resources and

advise user on appropriate action

. Follow standard help desk procedures, log all help desk interactions,

administer help desk software, identify and escalate situations requiring

urgent attention, and track and route problems and requests and document

resolutions

. Taking the lead on new computer deployments and builds; processing

computer equipment, data migration, and software upgrades and returns.

Use imaging software for image creation & deployment, support migration

and backup/restore tasks

. Install, configure and troubleshoot PC hardware including desktops,

laptops, peripherals and network equipment; Install, configure and

troubleshoot PC software packages, including operating systems (Windows

XP, Vista, Windows 7), desktop software and custom applications (MS

Office products and Office 2010)

. Manage user accounts and network access from within Active Directory and

also configuring network security settings

Help Desk Support Specialist, Shepley Bulfinch Richardson & Abbott Inc,

Boston, MA October 2012 - May 2013

. Responsible for day to day end user assistance for computers, software,

printers, copiers, scanners and other hardware peripherals, while

documenting all issues via the Track-It ticketing system

. Computing assistants must have excellent troubleshooting skills related

to desktop computer hardware and software, with demonstrated ability to

quickly resolve moderate to complex issues or suggest alternative

solutions

. Provide computer hardware and software support, including knowledge of

the Windows 7 operating system, Microsoft Office Suite, Autodesk

Sketchbook Pro, Photoshop, InDesign, Revit, and AutoCAD

. Responsible for managing user accounts via Active Directory, in addition

to reserving and documenting loaner items (cameras, laptops) for staff

. Proactively interact with the Helpdesk and local users to identify

unreported or repetitive problems, and performing preventative and

routine maintenance

Help Desk Specialist, Mintz, Levin, Cohn, Ferris, Glovsky, Popeo P.C.,

Boston, MA January 2012 - September 2012

. Collaborate remotely as needed with the shared services technology

department for the planning, installing, configuring, maintaining,

repairing, upgrading and optimizing all network hardware and

communication links in conjunction with the office needs and firm-wide

technology protocols.

. Troubleshoot issues with the Windows XP/Windows 7 operating systems,

settings, limitations and maintenance procedures, Microsoft Office

2003/07 Suite (with a focus on Outlook, Word, Excel, and PowerPoint),

while documenting all issues via the Footprints Tracking System

. Responsible for maintaining user accounts using Active Directory, as well

as troubleshooting firm specific software such as Workshare Compare,

Citrix, Filesite, E-copy, E-fax, E-room, CMS Enhanced Time Entry, Secure

File Transfer, Enterprise Vault, Terminal Services, and Remote Desktop

. Monitor the status of open calls and act as the customer's advocate to

ensure calls are resolved promptly

. Serve as a primary contact for users with requests or problems associated

with hardware, software and networks

. Work with users to appropriately diagnose the nature of their problems

and, where possible, to resolve software, hardware and mobile device

issues

. Provide support services, trouble shooting assistance, and problem

resolution via telephone (using VNC viewer)

IT User Support Specialist, Greenberg Traurig LLP, Boston, MA

August 2011 - December 2011

. Provide support services, trouble shooting assistance, and problem

resolution via telephone, remote desktop connection (using VNC viewer),

and/or visits to user locations working as part of a team under the

direction of a local IT supervisor and the firm's IT department

. Collaborate remotely as needed with the shared services technology

department for the planning, installing, configuring, maintaining,

repairing, upgrading and optimizing all network hardware and

communication links in conjunction with the office needs and firm-wide

technology protocols.

. Responsible for system setups/breakdowns and equipment installations, as

well as troubleshooting issues with the Windows XP operating system,

settings, limitations and maintenance procedures, Microsoft Office

2003/07 Suite (with a focus on Outlook, Word, Excel, and PowerPoint),

while documenting all issues via IT Service Management

. Responsible for maintaining user accounts using Active Directory, as well

as troubleshooting firm specific software such as Workshare Compare,

Citrix, Filesite, E-copy, E-fax, E-room, CMS Enhanced Time Entry, Secure

File Transfer, Enterprise Vault, Terminal Services, Remote Desktop, and

VPN

. Other duties include conference room services: video conferencing, AV

setups and take-downs, experience troubleshooting and supporting

Blackberry and other PDAs with a focus on Enterprise email delivery

(iPad, iPhone and Android)

E-Discovery Litigation Support, McDermott, Will, and Emery, Boston, MA

January 2011 - July 2011

. Supporting users throughout the firm using such programs such as MS

Office Suite, Access, LiveNote, Citrix and Active, Filezilla, iPro,

Concordance, Nero Home, and Start Smart

. E-filing and managing implementation projects and providing high level

technical support

. Perform data loading using standard firm policy and procedure best

practices, complete CD/DVD duplication and creation, facilitate the

creation of document Tiff images for loading into litigation support

applications, perform OCR creation and loading

. Maintain intake and production information in department data tracking

system, maintain evidence tracking log and physical media in evidence

locker and transferring data between firm and vendor systems

. Provide administrative and secretarial support to legal staff by managing

daily workflow and projects involving virtual server environments and

data security in a fast paced legal office

Student Technology Specialist, Boston College ResNet IT Services, Chestnut

Hill, MA May 2007 - May 2010

. Provided both PC and Mac OS IT support services to Boston College

students and faculty

. Executed networking troubleshooting, system configuration, software and

hardware installation, Smartphone maintenance (Blackberry, iPhone,

Android), and implementing virus and spyware solutions at the Boston

College Student Help Desk

. Provided assistance in the maintenance of network servers at the Boston

College Data Center and off campus offices

. Created digital, audio, and hard copies of library texts and

dissertations at the Digital Imaging Lab

. Provided installation and technical troubleshooting of BC owned computing

and software, conducted routine implementations and maintenance of

department systems, and consulted on technology purchases and solutions

to the Carroll School of Management faculty and staff

Activities

Director of Social and Political Action, Organization of Latin American

Affairs (OLAA) September 2008 - May 2009

Mentor / ESL Tutor, Casa Nueva Vida

June 2007 - August 2008

Big Brother, Big Brothers of Massachusetts Bay

May

2007 - May 2008 ESL Tutor, Boston College Neighborhood Center

May 2007

- August 2008 Assistant Teacher, the Italian Home

October 2006 - May 2007

Skills

. Computers: Windows 7, Windows XP, Vista, Microsoft Office Suite (Excel,

Word, Outlook, & PowerPoint), Symantec Ghost and Microsoft Sysprep; Mac

OS X soft and hardware; Adobe Photoshop, Filezilla, iPro, Concordance,

Nero Home, Start Smart

. Languages: Fluent in Spanish (oral, written & reading), Elementary French

(spoken), Basic Japanese, Basic Brazilian Portuguese

Contact this candidate