Technical Support Help Desk

objective

To obtain a position as a Senior Technical Support Analyst or Manager in a company that will allow my computer abilities and continuing education to make a valuable contribution.

Experience

4/11 – Present Seyfarth Shaw LLP Atlanta, GA

Regional Lead Technology Support Specialist/Firm Asset Manager

●Provide day to day operational support, change and project management, and personnel oversight for teams consisting of Senior and Junior level Technical Support Specialists located in multiple cities (Atlanta, Charlotte and Washington, DC).

●Assist with the development of more consistent support and process standards between offices

●Lead process and organizational development and improvements where necessary

●Collaborate with IT senior leadership to identify and facilitate issue prioritization and decision making process

●Identify and report status of critical incidents and problems to IT leadership

●Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross collaboration throughout the Firm

●Provide world class concierge level of technical support service desk side for hardware and software

●Use of incident management system to properly document and escalate issues as they are reported

●Proactive learning of current and newly released applications

●Ensure escalations from the Service Desk are prioritized properly and status communicated to the client in a timely matter

●Perform advanced troubleshooting and research of incidents and problems

●Collaborate within the larger IT support team to ensure the highest level of customer support and resolution

●Setup and delivery of various hardware and audio visual requests within the conference meeting rooms

●Ensure all office integrated conference rooms are kept in appropriate working order

●Keep up to date on emerging and competitive AV/VC technology

●Seek and identify opportunities to enhance the clients experience with the firm’s technology

●After hours availability to assist with client serve delivery, system maintenance as needed

●Manage Firm assets ensure overall compliance. This includes, but is not limited to the ongoing accurate physical tracking of laptops, desktops, and loaner equipment on an ongoing basis.

●Maintain firm’s lease schedules insuring the equipment is returned and assigned in a timely fashion.

●Manage Cireson Inventory software

4/01 – 04/11 Bryan Cave LLP (Previously Powell Goldstein) Washington, DC

Application Senior Analyst/E-Messaging Analyst

●Install, configure, test, maintain, monitor and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment and other products. Provide second and third level application support to users requesting assistance with all aspects of the Firm’s desktop computer, PDAs, wireless, and printer operations.

●Perform routine preventive maintenance and repair of desktop products including diagnosing and troubleshooting failures/problems, replacing failed desktop components and reloading PC software applications. Perform on-site analysis, diagnosis, and resolution of complex hardware and software problems for end-users; recommend and implement corrective solutions, including off-site repair as needed.

●Image/upgrade existing and newly purchased PCs as the need requires (SCCM). Recommend, schedule and perform hardware and peripheral equipment improvements, upgrades and repairs.

●Work within Active Directory groups and distribution list memberships and security as it pertains to access for Enterprise Applications. Active Directory/MS Exchange 2003/2007 environment – Reset Passwords, modify user permissions, add/delete users, move users account to specific OUs.

●Monitor and address servers’ application logs daily to ensure the overall health of applications running on that server.

●Collaborate with Application Development Team in beta testing new hardware and software products. Aid in development of the business continuity and disaster recovery plans, maintain current knowledge of plan executables and response to crises in accordance with this plan.

●Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs.

●Assist with computer setups and videoconferencing equipment for meetings. Assist with temporary installation and setup of computers and printers for use by clients and/or vendors.

●Administering Microsoft Exchange 2003 servers with Outlook Web Access, RIM Blackberry Enterprise Server. Install, configure, and apply policies to Blackberry devices via BES. Configure Treo and other Mobile Smart phones via Active Sync and Goodlink server. Communicate with various Vendors to troubleshoot, replace and retire devices when necessary.

●Use of the firm's tracking software (HEAT) to both receive dispatched tickets and post updates and resolution information.

●Develop and maintain an inventory of all monitors, hard drives, modems, printers, scanners and other peripheral equipment.

●Responsible for overseeing day-to-day e-mail administration functions including Windows 2003 administration, Exchange 2003/2007 administration, user support and analysis of technology requests.

●Software Applications: Windows 7, XP, Vista, Server 2008, MS Exchange 2003/2007, Microsoft Office 2003/2007, Interwoven, PC Docs, Citrix, iRove, RightFax, DTE, and Elite for Windows, Deltaview/Workshare, BIP, Interaction.

2/98 – 4/01 Dickinson Wright PLLC Washington, DC

Computer Training Coordinator/IS Liaison Detroit, MI

●Experienced in software upgrades and configurations to PCs and laptops.

●Conduct initial training for new staff and attorneys. Create and edit training materials. Create PowerPoint presentations for training classes and client presentations. Create monthly advanced class schedules. Create Macros and Templates for firm use. Develop online courses using Learning Space 3.0.

●Perform on-site analysis, diagnosis, and resolution of complex hardware and software problems for end-users; implement corrective solutions.

●Computer Applications: Windows 98, Lotus Notes 5.0, Microsoft Office 97 Suite, PC Docs 382, iPass, Hot Docs 5.1, Live Note, Desktop Faxing, Learning Space 4.0, DTE, and Elite for Windows.

5/96 – 2/98 Honigman Miller Schwartz & Cohn Detroit, MI

Legal Secretary/LAN Liaison

●Perform on-site analysis, diagnosis, and resolution of complex hardware and software problems for end-users; implement corrective solutions.

●Perform secretarial duties in Labor & Employment Law and Environmental Departments.

●Computer Applications: Soft Solutions, WordPerfect 5.2, MS Office Suite 7.0, GroupWise, Rightfax, and Jetforms.

Education

2009 - 2010 Anne Arundel Community College Hanover, MD

Course of Study: Computer Network Management

Job Related Training

Certification:

MOS Certification - Office 2010

ITIL Foundations (2011)

CAMP Certification (Certified Asset Management Professional (2020)

Training:

IT Service Management Essentials - March 2023

Certified Professional in Management - August 2021

Asset Management Foundation – April 2017

ITIL Foundation (2011) exams CRM:04014971 - October 2014

KC3060 - Exchange Server Essentials – April, 2010

MS2261 - Support Technician Level 1 - August, 2004

MS2262 - Support Technician Level 2 - August, 2004

A+ Certification, 2003

Network & Operation System Essentials - June, 2002

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