Desk Analyst Customer Service

SHEVON T. CUMMINGS

*********@*****.*** linkedin.com/in/shevon-cummings-82751816 Brooklyn, NY PROFILE

Personable, dedicated team-player with over 19 years of experience working in a fast-paced law firm environment. Excited to offer outstanding technical skills to quickly and effectively train others in the use of various firm applications. Provided assistance in previous roles recognized for top client satisfaction ratings. Seeking to advance my career by growing with Paul, Weiss. EXPERIENCE

PAUL, WEISS, RIFKIND, WHARTON & GARRISON LLP New York, NY Help Desk Analyst

2021 – Present

• Serve as first point of contact for technical support to end users

• Deliver initial triage of service requests and determine if additional resources are needed to fulfill these

• Process and monitor issues, following up with customers to ensure satisfaction

• Provide software use assistance in connection with Microsoft Office, iManage Desksite, Adobe Acrobat and Litera

• Troubleshoot and resolve technical issues related to laptops, mobile devices, printers, network configuration and general software/hardware installation

• Perform remote assistance using Bomgar

• Document support issues and resolutions

• Provide superior customer service implementing empathy, confidence, encouragement and clear instructions while assisting end users to resolve technical issues

• Liaise with second level support staff to identify and resolve known service issues, or implement application updates Information Technology Apprentice

8/2018-6/2021

• Trained with first and second level support teams to assist customers with issues related to mobile devices, laptops, printers and software installation

• Configured and prepared Windows laptops in preparation for new employees

• Ensured accuracy of pre and post meeting set-ups and breakdowns

• Collaborated with team to identify and suggest possible improvements in procedures Concierge & Guest Services Coordinator

5/2016-6/2021

• Greeted key clients at Lobby Security and redirected them to conference rooms

• Coordinated with partners and attorneys on VIP client meet and greet needs

• Reviewed and supported daily conference room booking needs

• Ensured accuracy of pre and post meeting set-ups and breakdowns CRAVATH, SWAINE & MOORE LLP New York, NY

Conference Center Coordinator

8/2007-5/2016

• Oversaw corporate events, reviewing intricate details and plans while managing logistics

• Generated floor plans for office site use using Microsoft Visio

• Managed meeting schedules and conference room usage for all corporate meetings and seminars

• Assisted with creation and maintenance of internal department website EDUCATION

BERKELEY COLLEGE, NEW YORK, NY

B.A., Business Administration & Information Systems Management, Cum Laude KEY SKILLS

HDI TROUBLESHOOTING AND PROBLEM-SOLVING CERTIFICATION MS OFFICE SUITE

WINDOWS 10

SERVICENOW

ADOBE ACROBAT DC

IMANAGE DESKSITE

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