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Computer Operator Desktop Support

Location:
Laguna Niguel, CA
Posted:
August 15, 2022

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Resume:

Sherman Keith Hill

Excellent customer support service and record of accomplishment.

Exceptional troubleshooting diagnostic and resolution skills.

Experience with A/V equipment, Remote User Support.

TECHNICAL SKILLS

Operating systems: Windows 3656 XP/7/8/10/NT/

Hardware: Lenovo/Dell/Gateway/HP PC laptop, Dell/Gateway/Toshiba/Sony laptops, Dell tape libraries, motherboards, memory, CD/DVD drives, hard drives, PCI cards, Sprint/Verizon air cards, Canon & Brother multifunction devices, HP Jet direct print servers and network/local printers, Polycom video conference systems, Blackberry support, Tablet iPad support, Cisco phone support,

Android, and iPhone support

Software/utilities: Active Directory, Novell Console One, ZENworks 7 Desktop/Application/Asset Management, Remote Desktop, WebEx remote console, VERITAS backup exec ver.: 10 I Manage, Netdocs, Delta View, Interwove File Site, Omni Pod Administration, Nuance PDF, PDF Adobe Pro, Acrobat versions: 7, 8 and 9, 10, Cherwell/ServiceNow/Zendesk/Parature/Remedy/Heat, Carpe Diem, Microsoft Office 365/03/00/XP/07 Symantec Antivirus, Incident Monitor Incident Management, Remedy Action Request, HP Jet Admin, AutoCAD Exchange Admin Console, Azure admin console, VPN Global Protect, AnyConnect, Teams, Slack, Zoom, Skype for business/Webex, LogMeIn, LANDesk, Ring Central SCCM, Intune, MFA setup, OneDrive, Citrix

Email: Lotus Notes, Novell GroupWise 6.5/6, and Outlook 2000/2007/2010/365

Network printing: Printer installation, configuration, and management on Windows print servers, HP print server configuration, HP/Canon/Lexmark printer installation and support.

Network support: Ethernet 802.3, switch ports, hubs, LAN wiring, TCP/IP, cat 5/6 cabling

EXPERIENCE:

Accenture 10/2021 - 06/10/2022

SW Imaging Analyst, Contract with E-Team. INC

●Application Support Specialist (Hyland)

●Remote Support/Mobile Device Support

●Maintain ticket logs in Service Now/Update Knowledge Base

●VPN Access including multi-factor authentication

●IT Inventory management

●Support users via Team

●Support audio and video equipment and services in conference rooms

●Configure computer equipment as required/Upgrade software

●Create knowledge base documentation.

LegalZoom 6/2021 - 8/2021

End-User Support Analyst

●New hire training

●Maintain ticket logs during hours on-call during the

●VPN Access including multi-factor authentication

●Maintain and troubleshoot network printers, scanners, and fax

●Management lifecycle for Active Directory and Single

●Support phones in both internal VoIP systems and external mobile/cell services

●Support audio and video equipment and services in conference rooms

●Asset management

●Configure and relocate computer equipment as required Create knowledge base documentation.

●Work with third-party vendor conversations to ensure accountability

●Support Tickets response, hardware, software, video conference Contract Position

DLA PIPER LLP 3/2020 - 2/2021

Technical Support Specialist, Working remotely during (Covid-19)

●New Hire Training, with firm software and hardware

●Video conference setup and hosting

●On-Call support every 10 weeks

●Lease return H/P Laptops

●Reimage computer hardware for usage with new users or replacements

●Monitor Cherwell for region4 tickets support

●Attending/Conducting training for firm software

●Hardware inventory via Cherwell CMB

●Attend/Host Team/Zoom meetings

●Users via Tickets, Team remote connect, Phone, Email, walk up

●User departure data release backups and log

●Regional user support for 3 western states

Agenda Magazine Online 8/2017 - 3/2020

End-user support/Help Desk Analyst

New hire training sessions.

●Maintain ticketing log for a swift response (Remedy)

●Assist in the development and deployment of desktop/laptop windows image

●Provide a wide variety of technical support functions including troubleshooting and analysis of computers (desktop and laptop), software

Kutak Rock LLP 7/2011 - 8/2017

IT Support Specialist II/Application Trainer/User Support Specialist/Help Desk Analyst

●Provide telephone/remote connect support for end-users to diagnose application and network-related issues for 17 offices nationwide

●Data Protection, Asset Management

●Provide support for MS Windows, MS Office Suite, I Manage File size/Desk site, Citrix XenApp, Compulaw, Workshare, Mimecast, custom legal macro software, eCopy Share Scan, and PDF

●Add/Delete users utilizing Active Directory and Exchange Administrator

●Setup Good Enterprise accounts for mobile devices firm-wide

●Train all new attorney and support staff with firm applications

●Manage the daily user tech needs of the LA and Irvine offices while supporting multiple officers nationwide

●Maintain all H/P printers, LG & ViewSonic monitors, Ricoh scanners, Lenovo laptops, and Dell workstations

●Image and deploy laptop’s firm-wide (LANDesk)

●Setup video conference between offices

●Asset management of west coast offices

●Run cables when needed for local offices supported (LA, IRV)

●Travel between the offices training users and new product rollout

●(Scottsdale, Denver, Omaha, Oklahoma, Spokane, and Atlanta)

●Setup and provide audio & video depo support

●Provide Attorney tech support in court during trials

●Created end-user mobile documentation

●Weekend H/D coverage and after-hours user support

●Maintain local servers service logs replace and mount new servers when needed

●Log all calls into HD solution and maintain a knowledge database

●Mobile device support (iPhone, Android)

Wood, Smith, Henning & Berman LLP 3/2011 - 7/2011

Contract with The Firm

Help Desk/User Support

●User support for nine offices via telephone remote and local desktop.

●Blackberry support for 175 users.

●Set up the asset management system for the firm

Under Sun 6/2009 - 3/2011

Desktop Support/Help Desk/Tech Support

●Troubleshoot Post-Installation System Settings,

●Configure Windows Security Features, Configure Network

●Provided end-user support onsite or utilizing remote desktop

●Provided helpdesk support for users; diagnosed and resolved customer reported issues of all levels, recorded problem/resolutions in Incident Monitor service desk database

●Configure Applications, Maintained and Optimized Systems, Managed and Maintained Access to Resources

●Configure and Troubleshoot Mobile Computing, Implemented Managed and Maintained Routing and Remote Access

●Implemented and Troubleshoot Account and Data Security, Managed Users computers and Group

Ziffren, Brittenham LLC 10/2005 - 6/2009

End-User Support/Help Desk/Tech Support/Desktop Support

●Provide computer and user support services for 127 Windows XP/2000/2007 local and remote workstations in a Windows network environment at the Law Firm

●Instruction and planned an extensive I.T. training program.

●Provided helpdesk support for over 125 users; diagnosed and resolved customer reported issues of all levels, recorded issue/resolutions in Incident Monitor service desk database

●Maintain network accounts, groups, and resources using Active Directory

●Provide advice, guidance, and training to end-users on a wide range of software and hardware issues. Responsible for Blackberry training and BES administration. A/V and workstation setup

●Interpreted and acted as a resource for IT policy and procedures.

●Install and upgrade hardware/software, troubleshooter, and resolve hardware/software issues

●Manage and completed 47-laptop update project: Created laptop images, updated software, upgrade hardware, and test/implemented new software, define and documented encryption recovery procedures, created first encryption recovery disks that simplified recovery procedures

●Provide technical testing, firm-wide deployment, and support.

●Initiate troubleshooting and prevention of recurring multiple Oracle client version issues; worked with programmers to resolve issues and write new client installation instructions

Other Experience

Veterinary Pet Insurance 9/2004 - 10/2005

IT Operations

Cal State Dominguez Hills 2/2004 - 6/2004

Help Desk/Desktop Support, Contract with Kelley Service

Pillsbury Winthrop, LLP 10/2003 - 1/2004

Tech Support/Desktop Support/Help Desk, Contract with Matura Farrington

HCM & Associates, Inc. 9/2000 - 9/2003

Desktop Support/Tech Support/Help Desk

Paul Hastings, Janofsky & Walker, LLP 4/1990 - 9/2000

Computer Operator/Network Administrator

EDUCATION

Microsoft Certified Professional MCP Server Administration

HP Computer Operations System Monterey Park College

REFERENCES - Available on request



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