Support Desktop

Skillsets

Help Desk Ticketing Systems:

IQTrack, Remedy, MAGIC (BMC Service Desk Express);

Post-resolution follow-ups.

Web and Audio Conferencing/AV:

Connect to remote offices using VMR (Virtual Meeting Rooms (Crestron software/technology); system voice and data checks)

Touch panels and Cisco codecs

Including sharing documents /collaboration across offices;

Assists with WebEx’s (sound and video)

Work directly with vendors for onsite repairs

Initiate and monitor conference calls both nationwide and internationally (Polycom technology)

VoIP support

Operating Systems

Window 7; Windows 10; Windows XP

Document Management Systems

iManage, DOCSOpen, Hummingbird

Administrative Software:

AD (Active Directory): add and remove users; apply security; maintain distribution groups

SCCM: deploy software packages and remote control support;

Access: use for inventory (particularly staying on top of lease returns)

Remote Device Support

Smartphones, RSA, Blackberry, MobileIron

Software support:

Expert level supporting all programs in the MS Office Suite;

WordPerfect, iManage/Desksite, InterAction, Lotus Notes, GroupWise;

Established rapport and trust with end-users;

Install and monitor anti-virus software

Professional Experience

Bryan Cave (consulting – Friedman Williams)

June 2016 - Present

Desktop Support & Help Desk Analyst)

Support, coordinate, and monitor all A/V conference meetings across the firm; Windows 7 & 10

Incorporated the use of Meeting Room Manager (MRM)/Rendezvous software;

80% floor support, 20% phone support of software-related problems including document management and formatting issues;

If not resolved on the first call or e-mail, field incoming help requests (escalations)

Configured mobile devices (including Apple products [certificate-base and Exchange-based] and Android devices) for corporate mail, calendar and contacts

Printer trouble shooting including installing imaging units, toners, and rollers

Sedgwick, LLP

June 2014 – May 2016

Desktop Support & Help Desk Analyst

Regional and nationwide (telephone) support for MS Office Suite and proprietary software;

Assisted with Rollout, upgrade and Migration from Windows XP to Windows 7;

Installation, configuration and troubleshooting for MS Windows XP and Windows 7 OS;

Inventory management;

Citrix support for MACs and PCs;

Administered Mobile Device Management;

Worked with Citrix Servers to troubleshoot users Citrix sessions

Davis Wright Tremaine LLP

March 2012 – June 2014

Desktop Support & Help Desk Analyst

60% Desktop Support; 40% Remote Control Support

Maintained laptop/iPhone/MiFi devices check out database

Asset Management/Inventory control;

Trained users in using the MS Office Suite and proprietary software via floor support requests;

Technical projects as assigned;

Citrix and RSA support

Wachtell Lipton Rosen & Katz

Sept. 2010 – March 2012

Help Desk Analyst

95% Remote Control Support (SCCM); 5% Desktop Support

Call logging, effective problem resolution, tracking for all trouble calls via ticketing system. Provided installation, configuration,;

Remote user support, VPN, and wireless technologies.

Paul, Weiss, Rifkind, Wharton & Garrison LLP

Aug. 2008 - Aug. 2010

Help Desk Analyst - Consultant

MS Office support - 90% phone & 10% floor support.

Citrix support: RSA

Lotus Notes;

Smartphone configuration

Katten Muchin Roseman LLP

June 2008 – Aug. 2008

Help Desk Analyst (consultant)

100% Desktop Support

Provided daily phone support for remote and onsite end-users

Technology infrastructure and application support.

Assisted with XP roll-out

Responsible for hands-on desktop support on a diverse set of hardware and software including operating system issues, office applications, blackberry support, wireless troubleshooting, printer maintenance, and familiarity with networking concepts.

Troubleshoot, isolate, and research problems, recommending solutions

Image PCs and laptops

Partnered with second level support and management, as needed

Provided follow-up with clients when problem is resolved to help ensure customer satisfaction

Education

Clark University, Worcester, MA

Biology

Metropolitan College of New York:

Business Administration

TCI Institute

A+ and Network+ (certifications pending examinations)

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