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Desktop Support Operator

Pittsburgh, PA
April 27, 2020

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Helpdesk Analyst/Field Technician, with experience serving mid- to large-size law firms, pharmacies and medical offices, providing on-site support, remote support, equipment installation, cabling, troubleshooting and repair. Recognized for exceptional analytical skills and turnaround time(s).


February 3, 2020 -


All Lines Technology, Pittsburgh, PA

Long-term contract position as an IT Consultant at various UPMC facilities. Primary responsibilities are to replace/refresh PC and laptop assets that have reached End of Life or End of Warranty status utilizing various USMT scripts and other proprietary tools as necessary.

March 2018 -

August 2018

SPC Networks, Inc., Pittsburgh, PA

Level 1/2 Helpdesk/Field Technician

Provided Level 1/Level 2 remote and on-site support for various medical offices and law firms. Acronis, Server 2008, Server 2012, Windows 8, Windows 10, Autotask, Exchange Defender, AppRiver, OpenVPN, TigerPaw, Fonality, WatchGuard, Synology, Webroot.

January 2017 -

March 2018

E-Safe Technologies, Pittsburgh, PA

Level 1 Helpdesk Technician

Provided Level 1 remote and on-site support for various small to mid-sized companies, non-profits, factories and insurance companies. Server 2008, Server 2012, Windows 8, Windows 10, Automate, WatchGuard, Synology, Sophos, Webroot.

June 2016 -

October 2016

Walmart, Washington, PA

Associate/Lawn & Garden

Assigned to Lawn & Garden Department as Cashier/Sales Associate, operated touch-screen cash register, set up of product displays, zone modulars within department, and performed other duties as assigned by Supervisor or Manager.

April 2016 -

May 2016

Express Employment Professionals, Washington, PA


Assigned to Tyler Technologies, Inc. as a scheduling assistant, receiving inbound calls from property owners calling to schedule Informal Review hearings in lieu of Washington County’s recent property reassessments. Windows 7, IAS World, scheduling through Washington County, PA website.

January 2016 -

April 2016

Insight Global, Inc., Atlanta, Georgia

Level 1 Analyst

Assigned to McKesson Pharmacy Systems and Analytics as a Level 1 Call Center Analyst supporting customers using McKesson pharmacy platforms within their pharmacies. Pharmaserv POS, Pharmaserv, EnterpriseRx POS, GoToAssist, Remote Desktop Connection, Cisco Unity, Jabra.

April 2015 -

June 2015

DTI Global, Inc., Atlanta, Georgia

Supervisor, OnDemand, Knowledge Solutions

Responsible for the day-to-day operations of the OnDemand Department of Knowledge Solutions, which provides off-site word processing support for multiple law firms, as well as internal clients. ADPVantage, ezLaborManager, Office 365, Big Hand.

December 2014 -

April 2015

R.R. Donnelley, Atlanta, Georgia

Composition Specialist 3 for 115 – Office Tiger, LLC

Assigned to McKenna, Long & Aldridge LLP in DPSCentral as a Word Processing Project Coordinator providing advanced document troubleshooting and forensics with Word, including proper use of headers and footers, footnotes, tables, generating Tables of Content and Tables of Authorities using either Native Word or Full Authority, track changes, redlining and document comparison, and document conversions. MS Office 2010, Nuance Enterprise PDF Converter 8.2, WorkShare Compare, eDocs DM, DocXtools, CCC Style Formatting.

December 2012 -

November 2014

Hawkins, Parnell, Thackston & Young, LLP (via contract - SNI Companies)

Legal Help Desk Analyst

Duties include providing Desktop Support for users in all offices; new hire desktop setup; MS Office installation/repair; hardware repair; virus/malware scanning; install/update/repair Adobe products; WorkSite/FileSite management; connect and troubleshoot Citrix connectivity; manage WiFi access and password creation; provide document processing services upon request; set up personal devices for Active Exchange and Citrix Web Receiver; maintain accurate ticket information in IQTrack with 95% first-call completion rate. MS Office, Adobe Acrobat Professional, AccuRoute, ADP, Citrix, ShareFile, Cisco Jabber, WorkSite/ FileSite 9.0, Remote Desktop,

August 2012 -

October 2012

CMS Intelliteach, Inc., Atlanta, Georgia

Tier 2 Service Desk Analyst

Assigned to CMS Intelliteach as a Document Handling Specialist. Duties include: troubleshooting and resolving issues in MS Word, PowerPoint or Excel; phone conference with clients and remote access into host computers to resolve issues in MS Word, PowerPoint or Excel; conduct online research for resolutions; write KnowledgeBase Articles providing instructions on resolutions researched. IQTrack, inContact, ADP, MS Office 2010, MS Office 2003, Citrix, Cisco AnyConnect VPN Client, GoToAssist, NetDocuments, Proxy Pro Master, Remote Desktop, Spark, Workshare Deltaview, VNC.

June 2012 -

July 2012

Creative Financial Staffing, Atlanta, Georgia

Contract Word Processor

Assigned to ICF International as a Word Processor in the Publishing Department.

MS Office 2010, Microsoft Communicator, Adobe Acrobat, MS Publisher.

January 2011 –

January 2012

Special Counsel, Atlanta, Georgia

Contract Word Processor

Assigned to Arnall, Golden & Gregory LLP as Word Processor in the Resource Center.

MS Office 2010, MS Office 2007, DeskSite, DeltaView 3, Visio 2010, OmniPage Pro, AutoCAD, Nero, Snag-It, Adobe Acrobat.

December 2009 -

October 2010

Sutherland, Asbill Brennan, Atlanta, Georgia

Resource Center Operator/Desktop Publisher

Assigned to Resource Center as Operator/Desktop Publisher.

MS Word 2003, PowerPoint 2003, Excel 2003, MS Word 2002, PowerPoint 2002, Excel 2002, Outlook XP, FileSite, DeskSite, DeltaView 3, Visio 2003, OmniPage Pro 15.0, SoftWise, DocXTools and Publisher.

August 2007 -

December 2009

King & Spalding LLP, Atlanta, Georgia

Word Processing Operator

Assigned to the Secretarial Services Center as a Word Processing Operator.

MS Word 2003, PowerPoint 2003, Excel 2003, MS Word 2002, PowerPoint 2002, Excel 2002, Outlook XP, iManage 6.0, DeskSite, DeltaView 2.91, Visio 2002, OmniPage Pro 15.0, Crosswords, Stylizer, pcAnywhere, ZPrint and iOffice.

March 2000 -

August 2007

King & Spalding LLP, New York, New York

Day Coordinator

Assigned to Secretarial Services Center as Day Coordinator. Responsibilities included training of Secretarial Services Center personnel, coordination of daily work flow in the Secretarial Services Center and among Floor Coordinators, and testing of new hire applicants. Duties also included answering calls forwarded from the Help Desk/IT Department specifically regarding functions in Microsoft Word, PowerPoint and Excel, and providing spot-on training to secretaries and paralegals in conjunction with Help Desk/IT Department for Word, PowerPoint and Excel. Additionally, the Day Coordinator worked directly with the Secretarial Services Manager, assisting with departmental administrative duties as directed. MS Word 2003, PowerPoint 2003, Excel 2003, MS Word 2002, PowerPoint 2002, Excel 2002, Outlook XP, iManage 6.0, DeltaView 2.91, Visio 2002, OmniPage Pro 12.0, Crosswords and Stylizer, pcAnywhere, and ZPrint.

Dec. 1998 -

March 2000

Simpson, Thacher & Bartlett, New York, New York

3rd Shift Operator

Assigned to the Word Processing Center as a Third Shift Operator.

WordPerfect 7.0, Corel 8.0, Word 97, PowerPoint 97, OmniPage Pro, Netscape 4.6, PC DOCS and CompareRite 7.3.

Dec. 1995 -

Dec. 1998

Weil, Gotshal & Manges LLP, New York, New York

3rd Shift Operator

Assigned to the Word Processing Department as a Third Shift Operator. Previously performed all legal secretarial duties for two litigation associates.

Windows 95, WordPerfect 6.1, Word 95 and Word 97, MacPac, PowerPoint and PowerPoint 97, WP Presentations 3.0 and 2.0, Lotus Notes and CompareRite 5.01.


April 1993 -

Dec. 1995

Kirkland & Ellis, New York, New York

Legal Secretary

Performed all legal secretarial duties for two litigation and one corporate associate. As Case Assistant; assisted Legal Assistants with closings and preparing closing binders; organized and maintained diligence materials in Corporate Central files. Commissioned as Notary Public. WordPerfect 6.0a, Word 6.0 for Windows, Excel 4.0 and 5.0, cc:Mail, cc:Mail for Windows, CompareRite 2.1.

October 1989 -

March 1993

Bower & Gardner, New York, New York

Legal Secretary

Performed all legal secretarial duties for two Medical Malpractice associates. WordPerfect 4.2, 5.0 and 5.1.

March 1989 -

Sept. 1989

Windels, Marx, Davies & Ives, New York, New York

Legal Secretary

Performed all legal secretarial duties for two Aviation Litigation associates. WordPerfect 5.0.

June 1988 -

Dec. 1988

Baskin, Flaherty, Elliott & Mannino, P.C., Pittsburgh, Pennsylvania

Legal Secretary

Performed all legal secretarial duties for two Intellectual Property associates. Syntrex.


1982 - 1988

United States Marine Corps

Worked as Legal Clerk, Court Stenography Transcriber, Transcription Chief Clerk, JAG Clerk. WordStar and DisplayWriter.


2010 – 2012

ITT Technical Institute, Duluth, GA

Associate of Science Degree, Computer Network Systems

Graduated: December 2012


Brooklyn College

Major: Biology


Clara Barton High School

High School Diploma: 1981

Regents Scholarship


Furnished upon request.

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