Jane Morgenstern

**** **** ****** **** ***, Philadelphia, PA 19107

267-***-**** ad4n96@r.postjobfree.com

TECHNOLOGY PROFICIENCIES

Call-Tracking Tools: Track-It and Service Now

Software: Nuance, PDF Docs, Adobe, MS Office Suite, Active Directory, MS Exchange, Bighand, Mimecast, Proxy Desktop, Team Viewer, Worksite/Filesite, Compare Docs, Webex, Okta Verify, Front, Microsoft Authenticator, CATO

Platforms: Windows 10, Citrix

PROFESSIONAL EXPERIENCE

Reed & Mackay, Philadelphia, PA

Service Desk Analyst, August 2021 – Present

Only analyst supporting United States. Started with 60 employees now over 150.

Assisted and coordinated 3 office moves.

Create accounts for new employees. Deploy laptops as part of onboarding of new employees, maintaining hardware inventory.

Create email addresses for external clients.

Provide day-to-day hardware and software support for remote staff.

Assist US and international users as needed daily via ServiceNow and Microsoft Teams

Fox Rothschild LLP, Philadelphia, PA

Service Desk Analyst, March 2019 – August 2021 September 2012- April 2015

Resolution of approximately 200 issues weekly for both attorneys and support staff in 22 locations, including companywide conversion from Microsoft Windows XP to Windows 7

Installation of local software in addition to adding printers and mapped network drives

Provide detailed information and maintain enterprise problem resolution knowledge base

Comply with all company policies when handing sensitive, confidential, and intellectual property information

The ability to work with the team to coordinate and prioritize requests

Using available support tools, technologies and defined processes provide problem resolution and proactive problem detection.

Northstar Service Group/ Comcast, Philadelphia, PA

Sr. Analyst Order Entry Support, July 2017 – December 2018

Support Sales and Operations Management to research and resolve escalations from internal and affiliate channels

Evaluate escalations within CTP/Order Lab and make proactive recommendations to provide highest level of customer care

Create quarterly presentation of cases escalated

Coordinate flow of information and communication among the HQ, Divisional and Regional Sales Operations departments

Drinker, Biddle and Reath, Philadelphia, PA

Service Desk Analyst, February 2016 to July 2017

Strive for first-call resolution

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues

Excel in asking probing questions and researching, analyzing and rectifying problems

Average between 60-100+ calls a week

Assisted with Citrix issues (Citrix XenApp or Citrix XenDesktop) updating client, clearing/terminating open

Public Financial Management, Philadelphia, PA

Help Desk Analyst, November 2009 – June 2012

Providing first point-of-contact assistance for over 600 users nation-wide as well as providing network system administration support

Successfully tracked and resolved over 9,000 issues

Establishing and maintaining all user accounts in Active Directory and MS Exchange

Providing assistance with creating and changing network passwords to access network and Citrix accounts for over 600 users in 32 locations

Creating and maintaining 200 distribution lists necessary for business productivity

Installing network peripherals, configure network settings, and distribute desktop and laptop machines

Creating and maintaining documentation as it related to the support services offered by the Help Desk

Facilitate the repair of systems under factory warranty or service agreement

Fulfilling Webex audio, webinar, and Personal Conference Number requests

Providing training to users on an ad hoc basis

EDUCATION

1987 - 1994 Temple University (Education Major), Philadelphia, PA

1994 - 1995 Computer Learning Center, Philadelphia, PA

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