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