Office Support

PATRICIA CUZA *********@*****.***

Law Firm Help Desk Specialist 732-***-****

Microsoft Word Expert (certified) with extensive knowledge

of Law Firm IT Support. Outstanding ability to empathize with

each customer as well as turn a frustrated caller into a happy user.

Extensive Tier 1-2 Help Desk Support, New Hire Trainer, Active Directory Administrator

10+ years of Law Firm Help Desk Support, maintaining an extremely high level of customer satisfaction with a combination of technical skill and exceptional bedside manner.

Extensive Law Firm Proprietary Application knowledge (iManage, Filesite, Docs Open, Hummingbird, DTE, Workshare Compare, etc.)

Advanced skills in supporting Microsoft Office 2007 – 2016

Member of IT team responsible for transitioning firm from XP Operating System to Windows 7, MS Office 2010, as well as to a Virtual Desktop environment. (Citrix XenDesktop)

(Six locations, 500+ employees, flew to each location to train users.)

Provided individual training to staff members when requested, helping to develop more confident and computer efficient employees. Responsible for training of new hire IT Staff.

Strong ability to communicate complex technical issues/concepts effectively to users of varying technical understanding.

Outstanding interpersonal strengths, excellent problem-solving skills and patience in dealing with frustrated users.

TECHNICAL PROFICIENCIES

• Certifications: Microsoft Certified Word 2010 Expert

• Platforms: Windows OS 2010, Mac OS, iOS, Android

• Ticket System: Service Now, Remedy, Service Manager, IQ Track, Footprints

• Remote Assist: Bomgar, LogMeln, GotoAssist, TeamViewer, DameWare,

• Hardware: Dell/ HP desktops, notebooks, iPads, iMac, Android Tablets

• Applications: Microsoft Office Suite (Word, Excel, Outlook PowerPoint), RSA SecureID,

MobileIron, Law Firm Specific Software

AREAS OF EXPERTISE

• Troubleshooting & Issue Resolution

• End-user Training

• Telephone, Desk side and Remote Support

• Client Relationship Management

• Detailed Documentation

• Root Cause Analysis

PROFESSIONAL EXPERIENCE

PROSKAUER ROSE August 2018 – June 2020

Help Desk Analyst

Provide technical support for 500+ Proskauer employees, in 6+ locations, via phone, email or desk side, averaging approximately 40+ calls per day. Heavy volume of remote connection troubleshooting. Support all levels of management (Shareholders, Attorneys and Secretaries). Provide extensive support of Microsoft 2016 Office Suite. Engage with the end user, proactively solve reoccurring issues. Managed helpdesk email queue, created and assigned appropriate tickets, handling over 100 emails per day. Documented Help Desk process and procedure in an IT manual to bring new team members up to speed quickly

ATLANTIC HEALTH SYSTEM HEALTHCARE June 2018 - July 2018

Help Desk Analyst

Provide technical support for 800+ hospital employees and 300+ Doctor Offices associated with Atlantic Healthcare. Resolve Clinical and Financial application issues, Microsoft, and Infrastructure hardware incidents. Support all levels of hospital staff (Nurses, Therapists, Doctors, and Directors). Assist with setup of Mobile Iron on mobile devices and reconfiguration of iPhones, iPads. Provide extensive support of Microsoft 2010 Office Suite.

UNITED STATES POST OFFICE September 2017 - Jan. 2018

Mail Carrier

Deliver packages and mail to businesses and residents in towns, cities and rural areas. Collect money for postage due and COD fees. Answer questions about postal regulations. Operate approved vehicle to deliver mail.

MERIDIAN HACKENSACK HEALTHCARE October 2016 - September 2017

Help Desk Analyst

Provide technical support for 1200+ Meridian employees and 500+ Doctor Offices associated with Meridian Hackensack Health Care. Resolve Clinical and Financial application issues, Microsoft, and Infrastructure hardware incidents. Support all levels of hospital staff. Assist with setup of Mobile Iron on mobile devices and reconfiguration of iPhones, iPads. Provide extensive support of Microsoft 2010 Office Suite.

THOMAS & KNIGHT LLP August 2015 - Dec. 2015

Help Desk Analyst

Provide technical support for 200+ employees resolving hardware and software incidents. Support all levels of management (Secretaries, Attorneys and Shareholders). Responsible for setup and reconfiguration of iPhones, iPads and personal laptops. Provide extensive support of Microsoft 2010 Office Suite. Created Knowledge Base Documentation for IT Department to access for standardized troubleshooting steps. Assist with the provisioning and deployment of new hardware.

WINSTEAD LAW FIRM July 2011 - August 2015

User Support Specialist

Provide technical support for 500+ employees resolving hardware and software incidents. Support all levels of management (Shareholders, Attorneys and Secretaries). Responsible for setup and reconfiguration of iPhones, iPads and personal laptops. Provide extensive support of Microsoft 2010 Office Suite. Responsible for training of new hire IT personnel, in the use of company systems and applications. Support law firm specific software such as AS400, Workshare Compare, eDocs (Document Management System), eRoom, Webtime Time Entry System, Interaction, lnnova and Microsystems Numbering System. Participated in weekly rotation of After Hours on Call Support (provides 24/7 HelpDesk Support). Weekly database management for use of sending immediate Network Outages/Interruptions notifications to all employees via their personal mobile devices. Installed applications and coordinated all hardware/software upgrades to individual users as needed.

Created Winstead's New Hire Process Checklist. Created "Check In/Check Out" process of tracking company owned loaner laptops and aircards using internal webpage. Nominated to be responsible for creation of user accounts in Active Directory. Assign/ remove permissions, create Distribution Lists and disable user accounts. Ability to resolve 97% of incidents based on 1st call resolution standards.

Akin Gump Strauss Hauer & Feld LLP Jan. 2006 - July 2011

Help Desk Support & Security Systems Analyst

Responsible for processing of all Active Directory (AD) related requests for 12 office locations. Create new user accounts/ terminate accounts/ add, remove, update permissions/ create Distribution Lists.

Diagnose, troubleshoot and resolve a large range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems. Assisted with resolving complicated document issues in all Microsoft Office 2010 Applications. Responsible for setup and reconfiguration of iPhones, iPads, personal laptops. Act as a liaison between end users and other members of the IT Staff. Partnered with Tier II as well as System Engineers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket and followed up diligently to ensure swift resolutions. Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, Customer Service, communication skills and technical problem-solving.

Professional Development

• Microsoft Certified Word 2010 Expert

• Microsoft Excel Expert Certification (In Progress)

• Microsoft Office Specialist (MOS) (In Progress)

• CompTIA A+

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