Technical Support Customer Service

Summary

Experienced professional with over ** years of expertise in executive support, customer

service, and IT troubleshooting, providing exceptional communication and technical assistance to high-profile organizations, including Warner Bros. Discovery (Fortune 500). Demonstrated ability to effectively manage complex support issues and deliver tailored solutions in fast-paced environments. Proven track record of enhancing operational efficiency and client satisfaction through strategic problem-solving and dedicated service. Skills

Technical Skills

● Technical support

● Customer Service

● Installation & Repair

● End User Support

● Asset Management

● Dedicated Executive Level Support

● C-Suite Support

● Systems Maintenance

● Extensive Troubleshooting

● Technical Documentation

● Workstation Setup/Deployment

● Mobile Device Support

Soft Skills

● Excellent Communication Skills

● Service Now Ticketing System

● Office-Suite

● Windows OS / Mac OS

● iOS

● SCCM

● Computer Imaging

● Active Directory

● Azure / Intune

● Webex

● MS Teams

● Zoom

● OKTA MFA

Experience

Skadden, Arps LLP Affiliates 11/2024 to Present

Technical Support Analyst

● Delivers front-line technical assistance via call center phone support for a diverse end-user base of 3,500 employees, including lawyers and professional staff, ensuring minimal disruption to business operations.

● Enrolled over 1,200 users in RSA authenticator system to help implement a new network password reset policy.

● Supports multi-region Citrix Desktops in North America, Eastern Europe, and Asia Pacific, resolving connectivity issues and ensuring seamless access to virtualized workspaces.

Warner Bros. Discovery 9/2008 to 8/2024

Senior Workplace Support Technician

● Provided exceptional technical support to end users across multiple Windows platforms & MacOS, addressing various hardware, application, and connectivity

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● issues across Turner Broadcasting, Warner Bros., HBO, Max Streaming Services, Bleacher Report, HGTV, Discovery Channel, Food Network, Cartoon Network, Sports and Entertainment, and TruTV.

● Acted as a primary Executive Level Support team member for 2.5 years.

● Provided after-hours 24/7 support to executives and VIPs in the northeast region.

● Managed all devices, computer equipment, and home offices (Apple, PC).

● Supported and arranged the technical aspects of executive meetings with domestic and international teams.

● Coordinated the efficient setup and rollout of all computers companywide.

● Exceeded goals as the project lead on several department moves and IT projects.

● Handled asset management and inventory control, including iPhone/iPad ordering, setup, and deployment; acted as the main liaison between acquisitions/purchasing and the user environment.

● Served as the primary technician responsible for coordinating AppleCare repairs, overseeing the process of sending out all Apple MacBooks for service/repair and ensuring timely resolution of issues through Apple’s repair channels.

● Part of a 2-man team establishing an asset management role, creating documentation and procedures for receiving equipment, asset tagging, and tracking data entry into ServiceNow.

● Provided superior Apple/Mac support, including Imaging, Jamf cloud, and MDM enrollment; acted as the onsite Apple service contact for all Apple MacBook and Apple Care warranty device repairs.

● Conducted network cat5 cable patching in IDF rooms and assisted the data center team with installing switches and blades.

● Supported the Avaya IP phone system via Avaya Systems Manager and Avaya Voice Mail.

● Appointed as the primary onsite IT Lead Tech during the pandemic, managing initiatives to image and ship IT equipment and tracking large volumes of inventory.

● Facilitated the implementation of an onsite tech bar, building policies and procedures for optimizing performance.

● Chosen as lead technician on several business trips to outer offices, assisting in hardware installations and system upgrade projects.

● Assisted with moving the entire company from the TWC building to its current location at Hudson Yards.

News America Marketing (Division of Newscorp.) 1996 to 2008 Technical Support Specialist

● Provided senior-level technical support to the end-user community, managing a range of IT needs including day-to-day troubleshooting, handling support tickets, and resolving hardware, software, and connectivity issues across XP Professional/NT/2000/95/98 environments. Responsibilities also encompassed new hire setup and onboarding, configuring workstations.

● and delivering technical assistance to a full-service marketing and advertising affiliate of News Corporation.

Education

Monroe College - Computer Science Degree Lehman College - Business Administration, Liberal Arts Studies

Additional Training

NT Admin, NT Core Technologies, Windows OS, Computer Hardware A+

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