Manager Desktop Support

Software: Microsoft Windows */**; Microsoft Office 2016/Office 365; Mac OS; Active Directory; Cisco Call Manager (VOIP administration); System Center Configuration Manager; Altiris; Change Gear asset management; Peregrine asset management; Citrix/Citrix Director; WebJet Admin; LiveNote; Interaction; Adobe Acrobat; iManage/Filesite and Desksite; AirWatch; MobileIron; Blackberry UEM; Authenticate; VIP; Aternity Desktop Monitoring; Dameware

Hardware: Dell/Lenovo laptops/desktops; Microsoft Surface; Dell/HP/ViewSonic monitors; Apple products to include Macintosh and iPads; all mobile devices (blackberries, iPhones, Androids; tablets); wireless networks; network troubleshooting; Cisco IP phones (7965-7975); HP/Canon/Ricoh printers

Experience

ReedSmith

Deskside Support Technician

June, 2019- August, 2019

Provide level 2 technical hardware/software support remote and deskside supporting Windows 10; Microsoft Office 2016 within the Citrix NextGen virtual environment

Patch network cables for devices when necessary

Image computers (tablets, laptops; desktops) using Altiris (Symantec)

Create Cisco ip phone profiles and Cisco Unity accounts and import to Cisco phone

Create printer profiles to connect to network

Install and troubleshoot HP and Canon printers (onsite and online using WebJet Admin)

Troubleshoot Windows10 (1809 build) deskside and remote using DameWare remote and Skype

Installations, add, moves and changes for all desktop equipment; wire management for aesthetic appeal

Maintain loaner laptop pool using Access database

Setup mobile devices using UEM Blackberry server

Troubleshoot all Smartphone devices

Provide new hire onboarding computer training (iManage, Outlook, Citrix, intranet)

Work with vendors to troubleshoot or replace all firm hardware to include computers, printers and network switches

Rotational on-call support for computer issues; secondary on-call support for building issues; flexible to work overtime when necessary

Created and picked up HEAT (Ivanti) ticket tracking tickets and resolved within the SLA

Winston & Strawn

Technical Support Analyst

September, 2015 – June, 2019 (permanent)

June, 2015 – September, 2015 (contract)

Managed the largest volume of tickets in New York for Level 2 support

Provide level 2 technical hardware/software support remote and deskside for laptops, desktops, MacBook Air, iMac

Patch network cables for devices when necessary

Add users to groups using Active Directory for software installs and accessibility

Image computers (tablets, desktops and laptops) using SCCM

Troubleshoot Cisco ip phones 7965 and 7975)

Installations, add, moves and changes for all desktop equipment; wire management for aesthetic appeal

Setup video conferences, depositions, arbitrations, meetings, and presentations using BlueJeans, Skype, WebEx as well as working with external vendor using built-in Samsung and Crestron equipment

On-call off hour 24/7 support on a rotational basis

Trained on new applications being implemented for mobile devices

Responsible for Active Directory tasks such as new hires/departures accounts, distribution lists, testing account, changes to any current account such as moving/adding accounts to different OU and applying new group policies

Participated in monthly off-hour maintenance of testing servers and applications after monthly maintenance

Troubleshoot printers onsite and remote

Worked on various projects including software rollouts (Windows10 and iManage), lease returns, printer refresh; upgrading to Microsoft Exchange 2016 support; build out of new floors in response to firm growth; replacing network switch support (redirecting users to other switches and help setup using wifi)

Asset management tracking using Peregrine

Friedman Williams

Pillsbury Winthrop Shaw Pittman (contract)

Technical Support Analyst

November, 2014 - January, 2015

Retrieve and take ownership of tickets from ChangeGear ticket tracking system in regards to hardware, software, mobile devices, printers, and network issues and follow through until resolution within the Service Level Agreement

Work with ChangeGear asset management to deploy and track laptops

Setup new users computer and phone equipment by running cables to network jack and patching in the IDF closet as well as physical setup of the equipment

Image pc’s and laptops using SCCM

Configure mobile devices

Troubleshoot network printers and escalate to printer vendor when necessary

Provide floor, desk side, phone as well as remote support using SMS

Responsible for coordinating and setting up audio video conferences and presentations to include patching in the IDF closet

Configure Smartphone devices for new hires

Participate in weekly team call with all offices discussing issues and resolutions as well as brainstorming for upcoming events

Work overtime and off-hours as needed for special projects or staff absences

Create new accounts via Active Directory

Train one-on-one during floor support visits when deploying new procedures or software

WilmerHale

IS Support Analyst

March, 2006 – October, 2013

Managed the largest volume of telephone and onsite technical support to the firms attorneys, C-level officers, secretaries and visitors from other offices. Implemented resolutions to include software, desktop, all mobile devices including Apple products and audio visual to New York office consisting of 250 users in a global law firm resulting in completion to satisfy the Service Level Agreements. All activities were documented through Axios Assyst v.10 tracking software generated from the ServiceDesk

Met with the Application Development groups to document patterns of known issues and root causes resulting in permanent solutions for the firm

Prioritized and organized user setups for the New York office move from Park Avenue to 7 World Trade Center for the contractors to setup the computers, monitors and phone, reconnect and test for functionality

Designed documentation on how to configure new hire laptops/desktops/mobile devices

Designed customer service cards for visitor offices and conference rooms in regards to equipment and installation as well as customer service feedback

Proactively participated in floor support for new technologies or techniques during down time

Inventory and deploy mobile devices as well as provide training

First level phone support for Macintosh computers using GoToMyPC to troubleshoot Citrix and Safari 10 issues connecting to firm via remote desktop

Install software via the group policy and assign to appropriate groups in Active Directory

Physical moves and removal, adds, changes and setups of technical equipment for employees

Review video conference schedule from Assure Meeting Room Manager and make sure each meeting is assigned to an IS Analyst

Test cameras, lighting, codec for video connectivity, Bosch table mics and Shure table and wireless mics for audio in main video conference rooms

Program cameras using Vaddio ProductionView Camera Control Console and assign codec according to the days schedule

Coordinate with conferencing department the video conference schedule from Assure Meeting Room Manager has been correctly scheduled and translate the technical needs

Review visitor office schedule and make sure all visitor offices have functional equipment

Work within a trial team providing offsite support involving travel to other locations

Work out of West Coast offices when they are short staffed

Williams Lea

Thacher Proffitt & Wood (outsource)

Help Desk

June, 2004 – November, 2005

Achieved highest volume of resolutions on first call as 1st and 2nd level desktop support to law firm of 600 users

Point person to investigate Microsoft Word document issues

Troubleshoot documents using Microsystems DocX toolbar and DocX server

Create user’s telephone accounts with Cisco Call Manager software

VoIP administering of accounts (adds, moves, deletions)

Create Unity voicemail accounts

Assign blackberries on BES and troubleshoot hardware and software issues

Assign RSA security ID key fob as well as troubleshoot when credentials are not recognized

Troubleshoot Citrix Metaframe 9.0 when connecting externally to the firm’s network

Heavy use of Active Directory to create/modify groups and new user accounts; reset passwords; enable/disable accounts as well as add computers to domain and test before assigning to users

Proxy to users via Altiris Console

Enter tickets via Giva ticket tracking software

Mandatory 24-hour on-call technical support on rotation basis

Certifications: Microsoft Outlook 2010; ITILv.3 Foundations

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