Support Technical

Profile: Motivated and results driven Application Support

Specialist/Trainer, highly disciplined work ethic and excellent

ability to participate on an inter-disciplinary team to develop and

deliver solutions within time and budget constraints.

Objective Technical Support Analyst with proven background

seeking the opportunity to leverage my technical and creative

skills into functional business solutions directly impacting the

growth and profitability of the organization.

Summary Demonstrated success and proven performer, skilled in

independently diagnosing, isolating, and resolving technical

problems; Strong reputation for excellent verbal and written

communication skills, with the ability to address diverse

personalities, including all levels of management, technical and

non-technical staff, providing outstanding service; Extraordinary

ability and passion for mentoring and end-user instruction.

Relevant Experience:

Client Technical Service Engineer Abacus Group

LLC 7 /14 -present

- Provide client support and technical issue resolution via E-Mail,

phone (remote support) and onsite visits

- Identify and correct issues in client computer systems client/server,

Active Directory and Operating system technologies

- Managing and creating distribution groups with the Exchange

Management Console

Managing and maintaining proxy rights of user Outlook accounts

Senior Support Specialist Paul Weiss LLP/

Shearman and Sterling LLP (Consulting) 8 /13 - 4/2014

- Take resolution ownership of difficult tickets/issues

- Flexible thinking and approaches, ability to conduct research to

resolve a wide range of issues, proven analytical and problem-solving

abilities

- Provide heavy phone support for International user environment

- Diagnose, identify, isolate, and analyze computer hardware software,

network, and telecommunications systems issues over the telephone

Support Specialist Cadwalader,

Wickersham & Taft LLP

9/11-8/2013

- Overseeing support of the iManage Desksite client through creation of

documentation and training for the IT Help Desk.

- Resolve computer problems including viruses, slow performance, errors,

e-mail client set-up, software installation and configuration

- Configure and support Blackberry, iPhone/iPad and Android mobile

devices

- Add, delete, activate, or deactivate user accounts using Active

Directory

Technical Support Willkie, Farr and

Gallagher LLP

1/11-8/11

- Oversee and coordinate AV equipment, video conferencing setups,

inventory and troubleshooting.

- Log, track and resolve Helpdesk tickets using the Touchpaper ticketing

system

- Desktop support provides second-level customer support for computer

systems, which may include software, hardware telecommunication and

teleconferencing systems

- Collaborated with network administrators regarding server issues

Regional Support Specialist (consultant) Dorsey and Whitney, LLP

9/10-12/10

- Troubleshot hardware and software problems, assists users with desktop

applications and provides user training

- Utilized applications such as Heat to track user requests from trouble-

ticket generation through problem resolution

- Escalated a problem to other network or system support personnel when

the problem is not easily identified and corrected.

Support Center Specialist (consultant) Clifford Chance, LLP

4/10-9/10

- Excellent troubleshooting, diagnosing, repairing and debugging skills

with complex systems and/or software operational knowledge of a broad

range of PC based computer skills

- Global law firm supporting users internationally

Project Lead/Deployment (consultant) Sidley, Austin, Brown and Wood

LLP 9/09-11/09

- Provide advice and assistance, responsible for handling the most

difficult and advanced problems in regards to reimaging and deploying

Microsoft Office 2007.

- Enterprise-wide administration of software including inventory and

installation. Project deliverable management, tracking and reporting,

ensuring effective and timely status is communicated upwards through

the technology management structure.

Trainer/Lead Technician IT Support Richards, Kibbe & Orbe LLP

5/08-7/09

- Diagnosed and resolve technical and end-user problems in a customer

service oriented, team environment, install, maintain and support PC

software, hardware and peripherals running on local and wide area

networks

- Oversaw and coordinated AV equipment, video conferencing setups,

inventory and troubleshooting.

- Providing direct customer support for iManage or document storage-

related issues escalated by the Help Desk

Computer Analyst Cravath, Swaine, and

Moore LLP 1/06-5/08

- Tier 3-4 Night shift support resolving technical end-user problems

consisting of 1,500 users

- Administered Windows Active Directory user accounts, security

permissions and rights

- Periodically monitored various servers, e.g., email and document, to

assure devices were functioning correctly

- Working with Worksite or iManage (HP, Autonomy, iManage, Interwoven)

Technical Support Consultant Robert Half International and

Teksystems, NY 9/01 - 1/06

- Strong working knowledge of desktop hardware, operating systems,

office applications, system utilities and desktop management

- Documented all newer facets of project life cycle, executed the

migration from Windows 2000 to Windows 2003 high availability systems

in an enterprise level environment

Projects Included: Key Accomplishments:

Skadden, Arps, Slate, Meager, and Flom Successfully performed extensive

LLP (8/05-12/05) Disaster Recovery projects after 9/11

McKee Nelson LLP (9/04-5/05) attack, efforts resulted in the full

Omnicom Media Division (10/03-9/04) recovery of Sidley, Austin, Brown, and

Jay Walter Thompson (1/03-9/03) Wood's network.

Lebouf, Lamb, Green and McRae LLP

(11/02-1/03) Familiar with Interwoven Desksite

Pillsbury Winthrop Inc. (4/02-11/02) 8.5,Imanage, Docs Open, Workshare,

American International Group (1/02-4/02) Deltaview 2.9, Lotus Notes 6 and 7,

Outlook, Alitiris, Symantec Ghost, Heat,

Securities Exchange Commission TrackIt, Remedy, Cisco VPN, TCP/IP,

(12/01-1/02) Remote Access, DHCP, DNS, Cisco Call

Sidley, Austin, Brown, and Wood. LLP Manager, installation and maintenance of

(9/01-12/01) Blackberry devises, Tanderberg Video

Conferencing

User Support-Reconciliation Specialist, (Accounting & Control),

Citibank, New York NY 1/99- 08/01

- Provided 2nd level support to local office on various Microsoft Office

issues including troubleshooting and resolving software problems

- Provided technical assistance for divisional and departmental software

rollouts Desktop user support including (Outlook, Word, Excel, and

Access)

- Responsible for Database administration, and training in new

applications during merger between Salomon Smith Barney and Citicorp

Certifications

Microsoft Certified Desktop Support Installing, Configuring, and

Professional (MCDST) 2007 Administering Microsoft Exchange 2000

Designing a Microsoft Windows 2000 Server (070-224)

Directory Services Infrastructure Implementing and Administering a

(070-219) Microsoft Windows 2000 Directory

Services Infrastructure (070-217) Installing, Configuring, and

Installing, Configuring, and Administering Microsoft Windows 2000

Administering Microsoft Windows 2000 Professional (070- 210

Server (070-215) Sun Certified System Administrator for

Microsoft Certified Professional (MCP) Solaris 8.0 (SCSA)

Windows 2000

Education

New Age Training, New York, NY Tristone Technology Institute, New York,

Sun Certified System Administrator for NY

Solaris 8.0 Build, Configure, Administrate, and

Bronx Community College, Bronx, NY Troubleshoot PC software and hardware,

Audio Visual Technology (Comptia A+)

Military: United States Marine Corps Xincon Technology Institute, New York,

NY

Microsoft System Administrator (MCSA)

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