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IT Desktop Support/Help Desk Manager

Fort Washington, Maryland, United States
January 18, 2017

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Senior IT Operations Manager/Senior Project Manager

Expert at managing people and projects in a fast-paced law firm IT environment

U.S. Citizen

Operations Manager: 12 years’ experience managing support and operations personnel in multiple offices at a major international law firm. Maintain Active Directory, printer and copier set up, computer imaging and SmartPhone set up and troubleshooting.

Project Manager: Coordinated the Reed Smith Office 2010, Citrix migration, and migration from DocsOpen to FileSite for US locations and London. Supervised the shipment of new equipment, developed testing procedures for new desktop package, worked closely with end-user trainers, and scheduled floor support.

Flexible Team Member: Frequently asked to assist other offices with projects and relocations because of my willingness to pitch in and get any job done quickly and well.

Customer-focused: As Regional Manager of IT User Support, organized and participated in multiple secretarial and management meetings to gather feedback on how we could best meet user needs and continually improve the customer service experience. Well-versed in firmwide applications that enable me to assist users quickly and efficiently.

SLA performance, tracking, and reporting to ensure highest standards are met.

Law Firm Veteran: Battle-tested understanding of the specific needs of legal environments and lawyers.

Relevant Professional History

MERCERTRIGIANI LLP – 04/2016 to present

Administrative Assistant

Perform document creation and revisions using Office 2013 applications (i.e., Word, PowerPoint, Excel). Subject matter expert in Word, Outlook, and PowerPoint. Advanced knowledge of Excel including chart and pivot table creation.

eFile litigation pleadings with various courts, eFile real estate documents using CPAN with Fairfax County.

Calendaring, travel arrangements and entering attorney time using DTE and Elite.

Extensive client interaction, meeting scheduling and conference room set up.

Assist other legal staff to complete tasks when under deadline or heavy work load.

COHNREZNICK – 08/2015 to

Word Processing Specialist

Produce client financial statements, proposals and special projects using advanced knowledge of Microsoft Word/Excel 2010 and Adobe Acrobat X Pro.

Format financial statements, proposals and special projects accurately and efficiently using proficient knowledge of proper business English, spelling, grammar, and punctuation.

Communicate with supervisor and client on deadline and/or challenges with meeting deadlines.

Maintain formatting consistency and writing standards for processing financial statements

Investigate user problems and needs, identify source, and determine possible solutions for software challenges concerning the production of assigned projects.

Create direct mail merge files for personalized letters, labels, envelopes and new word processing forms/templates based on departmental needs or requests for new forms requested by clients.

SKADDEN ARPS SLATE MEAGHER AND FLOM - 09/2014 to 08/2015 (Contract 09/14-12/14)

Word Processing Specialist/Graphics Design

Perform document creation and revisions using Office 2010 applications (i.e., Word, PowerPoint, Excel). Subject matter expert in Word, Outlook, and PowerPoint. Advanced knowledge of Excel including chart and pivot table creation.

Advanced knowledge of Payne Assistant and standard Word styles.

Assist attorneys and secretaries with application questions with Excel, Outlook, PowerPoint and Word.

Convert PDF documents to MS Word using Adobe Professional or Nuance PDF.

Attorney time entry using DTE.

Use scanners, electronically transmitted files, or other forms of character recognition systems.

Work with other teams to ensure timely completion of attorney requests (i.e., courier service, copying, binding).

REED SMITH LLP - 02/1987 to 07/2014

Regional IT User Support Manager. 09/2007 to 07/2014

IT operations manager for Falls Church, Houston, Richmond, and Washington, DC offices responsible for support, network operations and equipment, and all other aspects of service delivery. Oversee and the execution and monitor operational activities and events within office IT infrastructure.

Managed Windows 7 pilot office rollout and assisted Senior Manager with overall rollout project management. Developed and implemented test plans for the new environment to ensure a smooth transition firmwide.

In charge of the firmwide Citrix 64-bit and HP 5.6 Universal Driver rollout. Met with application and print teams to troubleshoot problems found in pilot offices. Prepared test script and provided testing for legacy applications to ensure they worked in the new 64-bit environment.

Helped my team install virtual servers to combine DNS and Altiris in Falls Church, Richmond, Houston, and Washington, DC offices.

Use of the RACI model to ensure end-user needs are met and a seamless transition when migrating to new environments/operating systems/applications.

Assisted in various moves, mergers and consolidations including those in the Philadelphia, San Francisco, Oakland, and London offices.

Monitor team communications using Heat reporting to ensure Services Level Agreements (SLAs) and client satisfaction objectives were met.

Utilize Microsoft Project to ensure proper testing of deliverables before advancing to the next milestone during firmwide rollouts.

Prepared all end-user communications for US offices pertaining to application rollouts, updates, and general system maintenance considering different time zones and cultural differences.

Support and Operations Site Supervisor. 07/2002 to 09/2007

Oversaw all IT Support and Operations functions and employees for the Falls Church, Richmond, Leesburg and Washington, D.C. offices.

Coordinated the Office 2003 rollout and then assisted with rollouts in New York, Philadelphia, San Francisco, and London.

Assisted in the provision of technical support to users when necessary, directly and through System Administrators and deskside support, including installing, configuring, and maintaining hardware and software.

Created and distributed proper notification for all systems problems and events, including scheduled and unscheduled downtime, user notices, and bulletins.

Reported emergent issues to the Firmwide Manager of Support and Operations and/or other management personnel as needed.

Played a pivotal role in the 2005 Citrix rollout in Leesburg office and continuing with rollouts in New York, Pittsburgh, Falls Church, and Richmond.

Applications Training/Support Supervisor. 02/2001 to 7/2002

Oversaw all IT Applications Training/Support functions and employees for the Washington DC, Falls Church, Richmond, and Leesburg offices.

Monitored in-house training (classroom and walk-about) to ensure effective user-focused training was provided regularly and accordingly. Reviewed training feedback forms to identify problem areas and took appropriate corrective measures.

Developed training materials and scheduled training classes in Falls Church, Leesburg, Richmond and Washington, DC offices.

Maintained extensive knowledge of all firm applications in order to assist in the planning, testing, and implementation of various software systems and other initiatives in order to evaluate users’ needs.

Oversaw the maintenance of software inventory and pool laptop inventory in Falls Church, Leesburg, Richmond, and Washington, DC offices.

Training/Support Specialist. 11/1999 to 02/2001


BS – Business Administration/Information Technology. University of Phoenix. 2013

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