SUMMARY:

• Over 11 years of full - time computer help desk experience (mostly at large law firms)
• 8 years of new hire experience at large law firm
• Logged over 12,000 help desk call tickets
• Extensive software experience (including 7 years at a large law firm)
• Extensive migration/deployment/upgrade and floor support experience
• Instructional design and technical writing experience
• Government proofreading experience

TECHNICAL SKILLS:

Applications Taught, Supported and/or Used: Varying levels and versions of Microsoft Office (including Office 2010; Word, Excel, Access, PowerPoint), Visio, Outlook and Exchange, Internet Explorer, Firefox, and Chrome browsers, iManage DeskSite/WorkSite/FileSite 8.DOCS Open, WBDocs, Elite, SoftSolutions and 5 DMS software, ElectricMail spam filtering, WordPerfect, Lotus Notes, Lotus Sametime, Confidential Lotus iNotes Web Access client, Legal Key, Lotus 123, Delta View, Softwise Macrosuite DocX Tools, DTE, Sage Carpe Diem, TimeVantage, Litera Metadac, CMS, LexisNexis and Concordance electronic filing, Terminal Server, VPN, Workshare Compare, HEAT, Service Desk Manager, Remedy and IQ Track Logmein and PC Anywhere remote access, Outlook Web Access, Box, Service One systems management tool, FTP applications, Adobe Acrobat, WebEx, GoToMeeting, Microsoft Management Console remote access snap-in; some SharePoint, Linux and Dreamweaver use, and dozens of proprietary applications.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Applications Support Specialist

Responsibilities:

• Conducted just - in-time beginner to advanced levels applications modules and one-on-one sessions for various office units (applications include Microsoft Office 2010, including Visio and Project, Lync 2010, Adobe Acrobat Pro DC, etc.). Modules included, for example, creating macros, mail merge, visual basic, pivot tables, delegating mail authority.
• Tasked with solving the most difficult and perplexing problems with user applications.
• Lead technician and trainer on Office 365 migration, testing applications and documenting differences.
• Edited and posted knowledge base documentation and to SharePoint portal.
• Responded to user requests on applications usage while providing tips on the most efficient ways and shortcuts to accomplish tasks; and resolved most difficult problems users had with applications functionality.
• Worked with teams to provide deployment prep during systems migrations.

Confidential, Washington, DC

Migration Support Quality Assurance Technician

Responsibilities:

• Conducted Lotus Notes to Outlook 2013 migration roaming support to approximately 30 to 40 in-person or “virtual” WebEx visits per day to clients; demonstrated to clients how to use the features of Outlook 2013 assisted users in identifying learning resources, such as on-line learning courses, Quick Tips, etc. provided Quick Guides and other learning materials, as appropriate, to users; assisted users in submitting tickets/incidents to the Global Support Center (Help Desk) troubleshot computer issues for end-users when appropriate; provided feedback, on a daily/weekly basis, of issues, suggestions, possible FAQs, etc. documented each visit using eFeedback web application. In addition, provided user support for Office 2013.
• Upgrade support for hand-held devices.

Confidential, Washington, DC

PC Applications and Hardware Instructor

Responsibilities:

• Responsible for all phases of day-to-day, including developing and delivering classroom curriculum and instruction to vocational students, recording attendance, grades and classroom progress troubleshot classroom computers while instructing students in some aspects of workstation troubleshooting and networking principles provided in the following applications: Microsoft Word 2013, Excel 2013, PowerPoint 2013 and Access 2013, Quickbooks and Outlook 2013; provided in soft skills pursuant to preparing students for duty in the workplace.

Confidential, MD

Manager/Applications Trainer

Responsibilities:

• Responsible for all phases of day-to-day operations involved in running the computer center, including installation, configuration, testing, troubleshooting and maintenance of computers and software; provided primary instruction in end-user applications (including Windows 7 and Windows 10;Office 2010 and Office 2013) performed skills assessments of potential students and instructors; advertisement implementations and recruiting of class students interaction with vendors for processing of orders; troubleshot student personal computers, including malware removal, system upgrades, hardware configuration, etc.

Confidential, Washington, DC

Applications Support Specialist

Responsibilities:

• Provided user support via desk-side visits, e-mail, and telephone
• Supported and troubleshot firm software applications including: Microsoft Word, Excel, Outlook, PowerPoint and Windows 7 and XP, iManage/FileSite, Workshare, Rainmaker, Adobe Acrobat, anti-virus applications, etc.
• Solved problems involving remote connectivity (VPN, Citrix, Terminal Server, Outlook Web Access, Logmein).
• Supported firm upgrade from Windows XP to Windows 7 and Office 2003 to Office 2010, including desk-side support.
• Active Directory administration and drive mapping.
• Solved problems involving hardware/printer issues, including printer installation and configuration, IP printing.
• Tested firm application interoperability.
• Tested and installed service packs, patches, and hot fixes for OS and applications.
• PC installation and relocation; application installations and uninstalls.
• Machine configuration and imaging; registry editing.
• Dual monitor set-up, iPhone and Blackberry assistance; Avaya IP desk phone troubleshooting.
• Authoring of KBs.
• PC staging and imaging.
• Used IQ Track help desk client and Logmein to remote into user machines.
• Worked as temporary contract applications instructor and user support technician.
• Provided applications/desktop support to World Bank users for Berkeley for rollout of Microsoft Windows 7, Microsoft Office 2007 and Lotus Notes 8.
• Provided software for Gestalt Partners LLP and OfficePro, Inc.
• Designed, developed and delivered upgrade from Office 2003 to Office 2007 to approximately 200 Environmental Protection Agency staff for Computer Sciences Corporation.

Confidential, Washington, DC

Senior Help Desk Specialist/Applications Trainer

Responsibilities:

• Conducted all in-house applications on firm-wide software applications, as well as initial for new hires.
• Conducted employee needs and skills assessments and designed appropriate instructional materials such as manuals and quick guides in support of 250-user network.
• Provided phone, desk-side and desktop support, and remote support using Novell Zen Browser Support remote access tool (formerly used PC Anywhere) in supporting attorneys, paralegals and admin staff
• Applications trained and supported included: Windows NT/2000, Lotus Notes, Lotus Sametime, Confidential Lotus iNotes Web Access client, NFuse, Citrix Web secure ID, DOCS Open, Microsoft Word, Excel, Access, and PowerPoint, WordPerfect, Softwise Macrosuite, Lexis-Nexis CompareRite 7.1 and Research Manager, Delta View, DTE, Legal Key, Adobe Acrobat, Postini anti-spam software, Netscape Communicator, and Internet Explorer, among others.
• Assisted with network and software upgrades.
• Used Novell’s Console One and NW Admin along with MMC to configure and troubleshoot user accounts/permissions and assisted callers with network connectivity problems.
• Printer troubleshooting; restoring template files from server; replicating Lotus Notes d Confidential bases; Lotus Notes client configuration.
• Citrix remote access client installation and configuration for laptops and desktops.
• Additional support: PC/projector and videoconferencing set-up in conference rooms for attorney presentations; assigning user access; running batches; solving problems with email attachments; adding/removing network desktop software; installing software using WinInstall; installing and upgrading hardware; registry editing; Symantec ghost imaging of PCs; zipping/unzipping files; salvaging deleted files; driver installation, application installs/uninstalls; handling of viruses; scanning files; converting file formats, and many other support duties; escalate calls to next level of support.
• Involved in continuous process improvement initiatives, e.g., developing and distributing weekly TekTips and occasional TekTerms to user community by both posting on firm intranet and hard copy; maintaining of help desk knowledge base.