Microsoft Office Help Desk

ROBERT J. HEUSINGER

** ***** **** ***** - ********* 2109

New York, New York 10017

212-***-****/**********@*****.***

SKILLS

Microsoft Office 2007 and 2010 XP and Vista Editions (Word, Excel, PowerPoint, Access, Visio and Outlook)

Lotus Notes, Sametime, InterAction

Active Directory Group Policy, Exchange, Windows Server and Desktop Operating Systems

GoToMeeting, GoToMyPC, Soundpath, WebEx, Sametime, Microsoft Office Communicat, Polycom

Remedy, Giva, Altiris, Heat

CRM Databases and Prophet Software

Avaya telephony, Cloud server storage and back up, Cisco and Nortel phone systems

Hardware set up of Servers, PCs, Hubs, Printers, Laptops, Monitors, Keyboards and Mice

Elite, Current Assignment, DTE, Carpe Diem

Internet, Intranet, Cisco Telephone, Voicemail

iManage, DocsOpen, Windows XP, MailSite, FileSite

DeltaView, CompareRight, Workshare Compare, Track Changes

Adobe, Nuance, Summation, Concordance

VPN, Citrix, BES Wireless Server, IOS Erase

Excellent written and verbal skills

WORK EXPERIENCE

KENYON & KENYON, New York, NY 08/12 – 05/15

Help Desk Level II Support Technician

Provided day to day technical support for desktop systems, core and business applications, mobile devices, and IP telephones

Reviewed and implemented articles for firmwide Knowledge Base., including research, development and resolution of all aspects of current remote access methods, handheld devices and all hardware and software.

Installed new programs and updates, print drivers, printers and other peripherals, and mapping users to network

Created, edited and maintained Active Directory user profiles.

Installed, configured and tested desktop systems, workstations, IP telephones, mobile devices, and conference room systems

Documented, tracked and monitored client incidents in ticketing system to ensure a timely resolution

Prioritized and escalated support incidents and requests based on business impact and documented guidelines

Communicated highly technical information to both technical and nontechnical personnel

Procured and maintained iPhone, laptop and iPad inventory

Participated in information technology and infrastructure projects as requested.

WILLIAMS LEA, New York, NY 03/08 – 04/12

Senior Lead Support Center Technician at Shearman & Sterling

Senior Point Contact for all Support Center technical issues for midsize Help Desk in major midtown law firm

Status reporting of current technical issues at weekly Global Technology Support meetings

Monitoring of calls for each Support Center Agent and feedback during weekly one on one meetings

Daily analysis of Support Center call stats, volume and quality of service

Hired, trained, scheduled and supervised levels 1, 2 and 3 Support Center agents

Trained staff in all aspects of hardware and software law firm applications, user interaction and reporting of problems, ensuring colleagues understand and execute all Sherman & Sterling procedures

Diagnosis of application, network, hardware and software issues to address user needs

Resolution of open and escalated issues

Run diagnostic tools to troubleshoot network connectivity, workstations, hardware and software

Execution of special projects to ensure system consistency and integrity

Installation and testing of approved software, patches and virus updates

Tested and reported system enhancements and their integration into the current desktop configuration.

Self-motivated team leader with the ability to excel in a fast-paced and challenging environment

DAVIS POLK & WARDWELL, New York, NY 10/05 – 12/07

Desktop Analyst

Diagnosis, documentation and resolution of user applications, network, hardware and software issues

Provided floor support (deskside assistance, conference call and one-on-one training

Preparation and maintenance of blackberries through BES wireless server

Set up videoconferences and net meetings

Backed up, deployed, re-imaged and connected computers in a networked environment

Applications testing, reporting and integration into current desktop

Document and e-mail recovery and archiving. Use diagnostic tools to troubleshoot problems associated with network connectivity, workstations, hardware and software

Extensive experience troubleshooting, repairing, and installing hardware, software and peripheral equipment

Executed special projects and visit foreign and domestic branch offices to insure system consistency and integrity

Provided solo evening and early morning support, as well as full time day shift coverage

WILLKIE FARR & GALLAGHER, New York, NY 01/04 - 9/05

Help Desk Analyst/Trainer

Offered technical training and support for desktop, mobile and laptop computers, including all physical network and local components

Provided solo weekend Help Desk coverage

Re-started servers and changed back-up tapes

Developed software documentation, training manuals, and written instructions to be distributed to staff

Composed, edited and distributed internal communications, newsletters and press releases

Assisted in the training and implementation of the firm-wide transition from DOCS Open and Word Perfect to i-manage and Word 2003 platforms

Organized post-conversion focus groups and wrote status reports to document and address user concerns

BAKER & McKENZIE, New York, NY 09/00 - 12/03

Manager of Document Production, Training and Technical Support

Maintained daily operations of 24 hour midsize Document Production Department and serve as main point of contact for all domestic and international offices

Provided daily status reports to all senior management

Hiring, training, scheduling, management and review of all document processors

Installation, maintenance and training of all firm software

Set up of new user authorization and accounts in Outlook, Docs Open and iManage for over 200 users

KLEINBERG, KAPLAN, WOLFF & COHEN, New York, NY 4/97 – 8/00

Help Desk Support

Extensive trouble shooting and user support for all management, support staff and attorneys on all firm hardware and software through phone, e-mail, floor walk and one on one appointment requests

Supervised users and targeted specific areas for individual tutorials and training

WACHTELL, LIPTON, ROSEN & KATZ, New York, NY 1/95 – 3/97

Word Processing Specialist

Created, edited, proofed and distributed documents in large, high volume law firm

Responsible for spreadsheet design layout and organization of firm newsletters

Created and prepared Firm presentations, slide shows and research projects

MARSHALL E. LIPPMAN, P.C., New York, NY 9/92 – 12/94

Paralegal

Researched for high volume law firm specializing in entertainment law

Administered trademark and copyright authorizations

Drafted and executed merchandising and licensing agreements

Balanced account ledgers and revenue grosses

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HOME BOX OFFICE, New York, NY 6/88 – 8/92

Business Affairs Associate

Served as network contact for HBO and Cinemax in the development, acquisition and exhibition of theatrical motion pictures, original programming, sporting events and promotional material in foreign and domestic market

Extensive contract negotiation experience

EDUCATION 1984 – 1988 New York University New York, NY

PURCHASE STATE UNIVERSITY OF NEW YORK, Purchase, NY

Bachelor of Arts in Literature, Psychology Minor

REFERENCES

Available Upon Request

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