Support Specialist Help Desk
Resume:
Richard Law
Philadelphia, PA 19147
ad5yze@r.postjobfree.com
Education
The Hill School, Pottstown, Pennsylvania
Southern Methodist University, Dallas, Texas
KD Studio, Dallas, Texas
Work Experience:
Allied Universal:
(Security Shift Supervisor) January 2022
• In charge of all Security guards. • Assign locations, check daily logs and approve them. • Assist visitors and assure all procedures were being followed correctly. • Assigned to Curtis Institute of Music, 1500 Spring Garden with multiple business tenants (Yoh, Day & Zimmermann Company, SunGard, NAPCO, Turner Construction and CBS/KYW-TV) and Supervisor at The Philadelphia Museum of Art.
Retirement Living Television:
(Freelance Consultant)
January 2007-May 2008
Supported all television station creative department computer operations. Mac OS X and Windows XP operations. All Adobe products as well as Quark.
Assisted in the migration to Baltimore, Maryland and new offices.
Traveled to Denver, Colorado and acquired my Quantum certification.
Freelance Support Specialist:
February 2003-Present
Worked as a freelance support specialist, focused on in-home instruction, setup, and repair of clients’ machines.
Ogilvy & Mather Worldwide: (Contract)
December 2002-February 2003
Responsible for all rollout and asset management of Macintosh laptops to users for loan or permanent use.
Created and maintained all standard builds for use by “creatives” as well as executives in the advertising and publishing departments.
Supported all users with third level support of Adobe PhotoShop, Quark, Illustrator, as well as Acrobat.
Responsible for any overflow from Helpdesk calls.
Took part in a migration on the servers from Novell to Windows 2000 Professional.
Supported all users on all applications on the standard Macintosh build as well as Lotus Notes.
Martha Stewart Living Omnimedia, Inc.:
February 2002-September 2002
All daily Macintosh and PC desktop support specialist for "Martha Stewart Living" magazine.
Installed all applications, configured systems, and instructed users on how to use the new applications and what changes had been made to their machines.
Expert support for Mac OS 7-9.2 and Mac OS X as well as Windows NT and 2000 Professional.
Worked side-by side with Asset Management team to ensure proper distribution and cataloging of the equipment, deployments and records.
Used Lotus Notes and GWI v.9 software to log and assign Help Desk tickets to on-site techs, including myself. Worked with Notes administrators to fine tune the logging and notification features included in this software.
Took over the duties of creating a standard build CD to image the machines with for optimum performance using the applications and software owned by MSLO.
Worked with Office Services to coordinate any moves of the users to different locations.
Opened Ethernet ports and assigned them to the users using data systems and the LAN closets.
Often used Timbuktu to enter users’ machines and solve common software problems remotely.
Recommended equipment for new users and suggested solutions to further improve the Company’s technology base.
Supported users who regularly used Adobe Photoshop, Adobe Illustrator, Quark, Adobe Acrobat and Distiller, Internet Explorer, Lotus Notes, Microsoft Word, PowerPoint, Excel, and many other applications.
Dealt with Remote Access servers, TCP/IP settings and creation of Remote Access accounts.Supported graphic artists, editors, VPs, CEO, and all other users
three locations, 26th Street, 42nd Street, and Connecticut television studio.
Took help desk calls and logged them using Lotus Notes. Created help desk tickets and assigned them to other techs as well as to myself.
Responsible for all rollout, installations, migrations, and day-to-day support operations.
Supported the magazine, television show, retail lines, and all users on Macs and PCs.
Morgan Stanley:
July 2001-September 2001 (9/11)
Supported graphic artists and advertisers in the Creative Services department.
Supported end-users with desktop support, rollout, configuration and setup.
Monitored user accounts on the UNIX servers.
Columbia University School of Business:
July 2001
Installed and configured 20 Power Macintosh G4s.
Installed Photoshop, QuarkXPress, Lotus Notes, Internet applications, and all other applications applying to the day-to-day operations of the business school, both custom and commercial.
Networked the G4s via AppleTalk through the NT server. Setup user accounts and configured email applications for individual user preferences.
Hearst Magazines:
December 2000-March 2001
Interim Publishing Technology Manager.
Supported upwards of five hundred users in two locations in midtown Manhattan.
Supported editors and graphic artists on Macs. Responsible for the installation, maintenance, and training of these users for such magazine titles as “O The Oprah Winfrey Magazine”, “Redbook”, “Country Living”, and “Cosmopolitan”, respectfully.
These users ran OS 8.6-9.1 and applications ranged from Quark, Illustrator, Photoshop, and GraphicConverter, to File Maker Pro and Lotus Notes.
World Publications:
May 2000-December 2000
Lead Macintosh IT member.
Responded to all networking, Macintosh, and PC calls to the Florida based help desk.
Lead a project to standardize and upgrade the entire technology department for World Publications.
Setup user accounts, enabled telephone use, upgraded, and repaired machines.
Morgan Stanley Dean Witter:
November 1999-May 2000
Macintosh Systems Administrator for the Creative Services division of Investment Banking.
Duties included monitoring users, rollout of new computers and equipment, and controlling the UNIX based art server.
Supported all general and preventive maintenance areas for the Macintosh/PC side of the art department.
Also provided training classes and gave orientation to new employees. As system administrator I monitored and deal with IT in Boston.
Created and managed new accounts on the server and monitor its use.
Golden Books Family Entertainment:
August 1999-November 1999
Lead Macintosh IT member and Analyst.
Duties included Macintosh upgrade, specialized in maintaining every Macintosh in the building solely.
Solved network problems, as well as all day-to-day help desk calls. Also created custom "builds" to be installed on each Macintosh for proper performance.
Reported to the CTO with ideas on improving our Macintosh technology base.
User environment was primarily oriented towards graphic applications mostly using Quark and Photoshop.
Saatchi & Saatchi:
February 1999- August 1999
IT Help Desk.
Specialized in telephone support for two thousand end users. Dealing with Power Macintosh and PII and PIII Windows based systems. Included Photoshop 5.0, Quark 4.0, Suitcase 8, groupWise email client, Microsoft Office 97 for PC and 98 for Power Macintosh, as well as all applications listed below in prior endeavors.
Used "Trec" to log calls and interactive paging systems relay calls taken instantly to IT technicians.
Traveled to executive homes for computer and network setup. Was part of a project to begin to revolutionize the standard in IT handling and technology purchase decisions.
Dow Jones & Co.:
January 1999 – December 1999
Analyst/Programmer
Supported in upwards of five hundred users, in two locations.
Supported applications such as Quark, Photoshop, Microsoft Office, all Internet applications, Net octopus, Timbuktu, as well as IRMA.
Supported an entire network (MCN) for every user on both NT Workstations and Macintoshes.
Resolved common networking problems with AppleTalk and Chooser, in the MacOS environment.
Installed and configured hardware for both Mac and PC. Instructed users how to get the results they desired.
Worked with Remedy software to keep a computerized database of all problem calls and when and how they were resolved.
Skills
Very experienced with Mac and Windows-based PCs and operating systems.
Able to build and configure the latest systems.
Very experienced with top graphic applications such as Quark, Adobe PhotoShop, Adobe Illustrator, Adobe Premiere, Adobe Streamline, & Adobe Page Mill
Very familiar with MacOS and Windows, MS-DOS, UNIX, and Linux operating systems.
Experienced with LAN networking
Experienced with Apple Script, used for creating macros for custom commands.
Very experienced with installation, repair, and configuration of hardware and software for the above systems.
Fluent in HTML with some JAVA. Familiar with all Microsoft Office products.
Very experienced with UNIX shells
Other Experience:
Westlake Interactive, Graphic Simulations Corporation:
1996-Present
Software beta tester for top aerial simulation software. Reporting bugs in the software, compatibility on platforms such as Macintosh, Power Macintosh, and Windows-based PCs.
Cross-platform TCP/IP networking between Mac and PC, checking for performance with different hardware configurations, and ease of use.
Suggestions have been incorporated into 2 simulators' final shipping versions.
Beta tester for Madden 2000 Macintosh, Falcon 4.0, and Deus Ex.
Computer Center, The Hill School:
Fall 1992-Summer 1994
Responsible for maintaining and instruction for the computer systems provided for the students.
Provided instruction for students on applications such as MathCAD and Adobe PhotoShop.
Networked the Macintosh computers in the lab via LAN and AppleTalk (local talk).
The Dial, The Hill School:
Fall 1993-Summer 1994
Performed typesetting and graphic production for the school newspaper and alumni reports.
JROTC 1990-1993, promoted to rank of cadet command sergeant major. Color Guard commander and Leadership School honoree. One of thirty cadets invited to Fort Benning, Georgia. 18 days of basic training and airborne training from five hundred foot jump towers.
1992, participated in a study of the EEC, European Economic Community, traveling to France and Germany. Met with members of EEC parliament in Strasbourg, France.
Varsity Football captain and all-state tailback for 2 years; Played varsity baseball, swimming and soccer.
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