Technology Support Desk Analyst

Jane Morgenstern

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

267-***-**** ******@*******.***

TECHNOLOGY PROFICIENCIES

Software: Nuance, PDF Docs, Adobe, MS Office Suite, Active Directory, MS Exchange, Bighand, Mimecast, Proxy Desktop, Team Viewer, Worksite/Filesite, Compare Docs, Webex, Okta, Front, Microsoft Authenticator, CATO,/VPN software, InTune, SSCM, Sharepoint, Track-It, Service Now

Platforms: Windows 10 and 11, Citrix, Apple iOS

PROFESSIONAL EXPERIENCE

Reed & Mackay, Philadelphia, PA

Service Desk Analyst, August 2021 – Present

Only analyst supporting both US and international employees as employee base expanded by 30% (US staff grew from 60 to more than 160)

Assisted and coordinated 4 office moves

Created and managed user and client accounts and entitlements

Deployed systems to the company’s end users

Managed assets

Provided day-to-day hardware and software support for remote staff via ServiceNow and Microsoft Teams

Fox Rothschild LLP, Philadelphia, PA

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

Resolved approximately 200 issues weekly for attorneys and support staff in 22 locations, including company-wide conversion from Microsoft Windows XP to Windows 7

Installed software

Provided detailed information and maintain enterprise problem resolution knowledge base

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

Worked with colleagues at all levels to coordinate and prioritize requests

Northstar Service Group/Comcast, Philadelphia, PA

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

Researched and resolved escalations from internal and affiliate channels in support of Sales and Operations Management departments

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

Created quarterly presentations of issue escalations

Drinker, Biddle and Reath, Philadelphia, PA

Service Desk Analyst, February 2016 – July 2017

Diagnosed and resolved 60-100 software, hardware and connectivity issues per week

Assisted with Citrix issues (XenApp and XenDesktop) updating clients and clearing/terminating open sessions

Public Financial Management, Philadelphia, PA

Help Desk Analyst, November 2009 – June 2012

Provided first point-of-contact assistance for over 600 users nationwide, as well as network system administration support

Tracked and resolved over 9,000 issues

Established and maintained all user accounts in Active Directory and MS Exchange

Assisted with password management for network access and Citrix accounts at 32 locations

Created and maintained 200 distribution lists necessary for business productivity

Installed network peripherals, configured network settings, and distributed desktops and laptops

Wrote documentation on support services offered by the Help Desk

Scheduled hardware repairs under factory warranties or service agreements

Fulfilled Webex audio, webinar, and personal conference number requests

Trained users as needed

EDUCATION

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

1994 – 1995 Computer Learning Center, Philadelphia, PA

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