IT Support & Desktop Services Specialist

John Maccaro

SKILLS SUMMARY:

Microsoft Office, Office 2007,2003, Office 2000, Windows 8, 7, Windows Vista, Windows 2000/XP, Win 98, Win 95, Windows NT 4.0, Windows NT 3.51, Windows 3.11 for Workgroups, Windows 3.1, Novell Netware 4/5, PowerPoint 7.0, Excel 7.0 For Windows 95, Paradox 4.5, Microsoft Word 6.0, Word 2000, WordPerfect 7 - 9, Microsoft Access, Microsoft SMS, GroupWise, MS Exchange, MS Outlook, Postini, cc:mail, Lotus Notes 4.6 - 5, Adobe Acrobat 4 - 7, Internet Explorer 4x-9, Netscape Navigator 4x-7x, Safari, Firefox, Quarkxpress, Blackberry 4.0 client, Bloomberg, Giva, Remedy 6.03, 4.0, 3.0, Support Magic, PHD (Professional Helpdesk), PC Anywhere, IBM Antivirus, Norton Antivirus, McAfee Antivirus Utilities, Ad Aware, WIFI 802.11 b/g/n

Legal: Interwoven Mailsite, Hummingbird, DocsOpen, DocXchange, Deltaview, CompareRite, Concordance, Elite, Interaction, DTE, Summation, IManage, MacPac

EXPERIENCE:

JEM Enterprises 10/2007 - present

Create sales and marketing campaigns to sell product inventory

Provide assistance to clients via remote services, email or direct contact

Utilize web based tools to inventory and track sales trends and customer purchasing preferences

Generate metrics reports to trace and resolve software and application issues

Jenner & Block (Through Momentum Resources) 7/2007 - 9/2007

Desktop Support Specialist (Consulting)

Provided assistance to end users for Firm-approved applications using a variety of different methods. Software includes MS Office, Outlook, Hummingbird, DeltaView, Full Authority, Interaction, Kronos, Remote Computing, and other applications as specified.

Troubleshoot problems of staff and resolve operating problems involving hardware, systems and application software.

Set up, configure, and install software in PC computers, notebooks, printers, drives, boards, modems, and wireless routers.

Performed data backup and restore as scheduled, server maintenance, Imaging desktop computers and laptops (Ghosting)

Ability to analyze product issue(s) and convey complex technical analysis to technical and non-technical audiences

Worked with Blackberry Enterprise Server to support all new PDA service offerings, provision new units

Proskauer Rose (Through Momentum Resources) 4/2007 – 6/2007

Helpdesk Support Analyst Level I (Consulting)

Utilized Helpdesk Magic to log, escalate incidents, remote using DameWare to user desktop and resolve end user issues

Supported all MS Office 2003 applications, Outlook 2003, (Mailsite) document sharing environment config issues and Deltaview

Administered account settings and permission defaults for end users using Active Directory

Configured user permissions/access levels for DTE Time Entry, Lotus Notes, or Iblaze Summation application software

Performed Blackberry resets to restore outlook 2003 sync, completed/desktop/wireless sync, reset wireless services.

Assisted user requests/issues/queries setups relating to desktop/laptop, remote web access, and Citrix/VPN log-in

Resolved MS Word formatting, Innova/numbering issues or escalate to document services as appropriate

Kenyon & Kenyon 2/2006 - 2/2007

Helpdesk Support Analyst Level I

Provided technical assistance to 900 firm users for Office 2003 employing Windows XP desktops

Communicated with networking, apps group and senior management on daily departmental operations & user issues

Used Active Directory to administer account settings and permission defaults for end users

Handled level I Blackberry BES server sync and email configuration issues

Supported all MS Office 2003 applications, (Mailsite) document sharing environment config issues and Deltaview

Resolved formatting/and Macpac, numbering issues or escalate to word processing as appropriate

Configured user permissions/access levels for DTE Time Entry, Livenotes, or Iblaze Summation application sw

Assisted user requests/issues/setups relating to desktop/laptop, Lotus Notes, keyfob remote, web, & Citrix/VPN log-in

Pillsbury Winthrop Shaw Pittman 9/2004 – 12/2005

Senior Helpdesk Support Specialist (Consulting)

Managed the NY helpdesk staff to adhere to established guidelines and SLA standards and practice

Assembled pertinent information into reports on department objectives to management at weekly metrics meetings

Provided technical assistance to 1500 firm users for Office 2000/03 in Windows 2000 going to Windows XP

Utilized Remedy to record, escalate, remote to user desktop and track end user issues

Trained and deployed the PWSP DC helpdesk staff in all firm established steps, policy and procedures

Administered account settings, permissions, and defaults for end users using Active Directory in NY office

Participated in firm-wide XP desktop and asset rollout and hw/sw upgrade

Resolved or redirected word formatting/numbering issues or escalate to word processing as appropriate

Handled primary first level blackberry technical/sync issues and categorize for 2nd/3rd level line assistance

Supported user requests/issues/queries setups relating to desktop/laptop, keyfob remote, web, and VPN log-in issues

Configured user database settings to access data files in Imanage/Interwoven MailSite file sharing environment

Set or re-enabled Citrix Metaframe terminal sessions for end users utilizing the Citrix admin console

Accommodated users in document sharing/rendering application environments (DeltaView/Imanage/PortableIM)

Assisted users via administrative tools to optimize applications and settings in their desktops

Directed telecom/pbx requests, moves, voicemail resets and escalate as needed

Maintained records of computers, monitors, printers, etc

Audited helpdesk processes and procedures

Department Performance Recognition Award

Sidley Austin Brown & Wood (Through BOWNE) 08/2002 – 06/2004

Helpdesk Analyst (Consulting)

Provided technical expertise and assistance to users in a call center for MS Office 97 in a Windows XP setting

Redirected portable device (palm, Sony clie, blackberry) sync/support issues to hardware team as appropriate

Resolved user issues/queries setups relating to laptop, keyfob remote log-in issues

Remedied end-user hw/sw issues utilizing point to point proxy remote access tools (peer to peer)

Create/backup personal folders, move files and folders to optimize user space, have email burned to cd backup

Thacher Proffitt & Wood (Through ADECCO Creative/BOWNE)

Provided legal staff within firm technical expertise and helpdesk support for MS Office and Windows 9x/2000

Analyzed clients needs on various document sharing software (Docs Open, Compare Rite, SoftWise) Lexis-Nexis, and office product issues that occur in Word 2002, Word Perfect 9, MS Exchange/Calendar and Adobe Acrobat 5/6

Supported laptop users on configuration, communications (via TCP/IP) and troubleshooting issues in Windows XP, 2000, 9x environments, resolve remote dial issues concerning the citrix server applet

Converted outside documents to internal legal format as requested using the DocXchange server application

Utilized remote access (SMS) to assist end users and resolve desktop/laptop or database rights/ privilege issues

Used Giva to record, report, track user issues and log steps to resolution/fix

CCH-LIS CORPORATION Feb. 1999 – June 2002

Senior Technical Support Analyst

Provided 35,000 clients in the legal community worldwide with technical expertise and support via phone

Managed clients needs on various proprietary software (CTAdvantage) and web based (CTAdvantage.com, CTInsurance.com) product issues that occur in Internet Explorer 4.0 - 6.0 or Netscape Navigator 4.6, 4.7 & 6.0

Utilized administrative tools to enable end user access to websites, resend authentication information

Supported clients on installation, configuration, communications (via TCP/IP) and troubleshooting issues in Windows NT 4.0, Windows 2000, Windows 98, Windows 95 environments

Analyzed end user issues with CT Corporate Profile – corporate information database software utilizing Centura sql engine in background as well as NT 3.51/4 Installation/upgrades or Novell Netware 4/5 Installations/Upgrades

Coordinated conference calls between varied internal resource staff and client IT staff as needed

Utilized resources of varied staff and departments to resolve open tickets

Tracked reported issues through escalation cycle and record new solutions with knowledge base administrator

Escalated tickets as necessary and provided follow up resolution, work-around or fixes to clients via phone or email

EDUCATION AND TRAINING:

NEW JERSEY CITY UNIVERSITY, Jersey City, NJ

Jersey City State College Arts & Sciences Honors Program Graduate

Bachelor of Science - Business Administration 1994

THE CHUBB INSTITUTE, Jersey City, NJ

Diploma in Computer Programming 1995

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