IT Specialist
Resume:
Jennifer L. Tschopp
Indian Trail, NC 28079
Cell: 980-***-****
adscqn@r.postjobfree.com
Seasoned technology professional with over 19 years of Information Technology experience, including troubleshooting software, hardware and networking problems in a team or individual environment. Results driven professional, with strong technical, communication, and interpersonal skills. Detailed oriented with a commitment for quality and accuracy.
Professional Experience:
Software
• Microsoft Word 2016/365 • Windows 7 & 10 • Doc X Tools • Citrix
• Microsoft Excel 2016/365 • iManage Filesite • CompareDocs • Active Directory
• Microsoft PowerPoint 2016/365 • MacPac • Winscribe • SCCM
• Microsoft Outlook 2016/365 • Remote Desktop • Desktop Authority • Service Now/ Track It
• Cisco and Polycom Video • Crestron • Jabber • WebEx
Hardware
• Desktop and Laptop computers • HP Printers • iPhones and Androids
• Voice over IP Phones • Digital Dictation Equipment
Alston &Bird, LLC, Charlotte, NC 28280 February 2022 – Present
IT Specialist
●Provide advanced technical and informational assistance to users of the Firm in a timely, accurate, and courteous manner.
●Assist with the installation, configuration and support of Windows-based applications in our network environment.
●Perform product testing to ensure that develop products meet design specifications and are within total quality management limits and standards.
●Install, configure, service and maintain desktop, laptop, tablet computers and printers.
●Document software installation instructions and applications that are customized for the firm and implement select software.
●Adhere to the Firm's technology standards, data protection and security policies and procedures.
●Provide audio, video and multimedia support for meetings and conferences within the office.
●Perform additional duties as directed.
McGuireWoods, LLP, Charlotte, NC 28202 August 2014 – January 2022
On-site Support Technician
●Interface directly with all assigned Firm personnel to provide solutions to technology and software application issues.
●Utilize good reasoning and business practices, keeping the goals of the Firm in mind to resolve problems/exceptions to the service level agreement.
●Identify issues relating to the use of technology that are affecting clients and advise appropriate personnel.
●Work individually and within teams to develop solutions that improve the use of technology in the practice of law.
●Perform, under the direction of technicians outside the Support Service group, additional duties including but not limited to, punching phones, moving phones, network wiring and server maintenance as needed.
●Participate in department-wide projects such as hardware/software rollouts, office moves, mergers and acquisitions, etc.
●Maintain technical currency in all Level One software packages as well as with all supported hardware systems. Maintain technical currency with Level Two software packages necessary to support assigned Firm personnel.
●Cover Video Conferences when needed as a backup, which includes but is not limited to connecting and setting up multi-location video conferences, connecting to WebEx to display content to other locations and setting up and handling offsite meetings.
Parker Poe Adams & Bernstein, LLP, Charlotte, NC 28202 January 2004 – August 2014
Help Desk Specialist - Tier II
• Provide first-line (phone support), second-line (assist users at their desk with application issues) and third-
line (resolution of issues) support at a large five office law firm.
• Deliver, tag, set up, and assist in the configuration of end-user computer desktop hardware, software and peripherals.
• Diagnose and resolve end-user network or local printer problems, computer hardware problems and software, email, internet, and local-area network access problems.
• Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution using TrackIt to record and route problems and requests and assist in maintaining a database of documented TrackIt solutions.
• Work with Sysops and other members of the Help Desk team to research and document problem resolutions.
• Work independently to research and resolve complex technical issues.
• Set-up all attorneys iPhones and blackberries to connect to our webmail server so they can access their
emails while away from the office.
• Participate in a rotating weekly on-call schedule that involves after hours and weekend support and availability requiring remote access and iPhone coverage.
• Assist manager with specific projects, including but not limited to software upgrades, cleaning out old unused files on servers, Filesite document imports, import and export of Outlook pst files, and travel to other offices.
• Coordinate out of office technical support in courtrooms and other locations.
• Connect video conferencing equipment to other offices and outside locations.
• Visit remote offices to provide onsite assistance and inventory tasks as needed.
Litigation Support Specialist
• Train attorneys, paralegals and other staff how to use Summation.
• Support all personnel in six offices with the loading of dii files, correcting errors, maintaining large
databases, and maintenance.
• Help set up a case in Summation from the beginning and work with all case staff until the end of the case.
This consists of case planning, scanning of documents (in house or outside vendors), importing of
documents and functioning of the database.
• Support in house scanning software, Scan IT.
Education:
Western Carolina University, Cullowhee, NC 28723 Graduated December 2000
• Bachelor of Science in Business Administration
• Major in Computer Information Systems
Volunteer Work:
Co-Education Chair for Union County Beekeeping Association
• Assist with education of new beekeepers to enable them knowledge to become certified North Carolina beekeepers.
• Serve as a voting board member
Assistant Girl Scout Leader
• Organized and coordinated field trips, ceremonies, activities, and service projects.
Habitat for Humanities
• Participated in building and constructing a house for the less fortunate.
• Raised funds and acquired materials.
Awards:
Obtained the Girl Scout Silver Award, one of the highest rankings in Girl Scouting.
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