TECHNICAL SKILLS

• Microsoft Office 2016 iManage
• AppSense
• IronPort
• SCCM
• Synergix
• Citrix Workspace/Director
• PowerShell
• Milan Prosperoware
• Unix Telnet
• DocXtools
• Adobe Acrobat DC
• DTE/Time Entry/Aderant
• Litera Change - Pro/Innova suite
• Active Directory
• Veritas Backup Exec
• Zoom/Skype
• Avaya SoftPhone/SoftConsole
• HEAT Ticketing system

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Senior Computer Support Specialist

Responsibilities:

• Provide support of Microsoft Office 2016 suite, Windows 10, iManage, Time Entry, Aderant, Citrix, VPN, Litera Change - Pro/Innova Numbering, InterAction, iPhone/Blackberry devices, desktop and laptop issues
• Monitor network and systems for performance, security and other issues, recommend, install, configure, maintain and upgrade computer and networking software and hardware
• Administer user accounts via Active Directory, create/modify/delete distribution lists and security groups via Unix Telnet, reset network and voicemail passwords, unlock iManage documents, modify/delete iManage folders via Milan, import/export iManage folders/documents via Prosperoware Import/Export tool, restore documents via Veritas, create/modify/delete Clientshare workspaces
• Monitor, manage and remotely connect to Citrix sessions via Citrix Director
• Manage Duo mobile accounts for two-factor Citrix authentication
• Utilize SCCM to set primary users to workstations, kill processes, remote control PCs, verify software deployments
• Obtain local administrator passwords via Synergix for troubleshooting and software installations
• Monitor quarantined email via IronPort and release emails deemed safe for delivery
• Provide Level 2 support to research/resolve more complex user issues and handle any specialize projects, as needed
• Key member to the Win 7 to Win 10 desktop migration team, providing vital troubleshooting and improvement insights
• Maintain local profiles and reset/recreate roaming profiles via AppSense
• Lead Coordinator for Outlook archiving project to reduce the size of user mailboxes over 50GB
• Ticket, research and resolve user inquiries received via phone, email or walk-in in a timely manner
• Escalate issues to appropriate individuals/departments via HEAT ticketing system and follow-up accordingly to ensure user satisfaction
• Interface and maintain effective communication with other Support, Training and Information Systems staff
• Cover after-hours/weekend shifts, as needed

Confidential, New York, NY

Technology Support Specialist

Responsibilities:

• Image and QA PCs, resolve/escalate user tickets, image and prepare loaner laptops, install and maintain firm printers, troubleshoot individual PC/printer issues, reconcile monthly purchase orders with incoming shipments, in-process equipment, track/update user assets, administer user AD accounts and group access, activate, deploy and troubleshoot Android, iPhone, iPad and Blackberry devices, arrange express replacement service for defective/damaged iPads through Apple, set up new hire offices, maintain VA offices for client/guest use, provide IT support to outside clients, assist in the assembly of off-site Partner or departmental retreats, compile weekly staff meeting minutes, provide backup support for 11a-7p shift team member.

Confidential, Great Neck, NY

HelpDesk Support/PC Trainer

Responsibilities:

• Provide telephone and remote helpdesk support for various application, network and hardware issues
• Create various training documentation for new hire and existing user training
• Coordinate new and ongoing training programs
• Serve as Application Analyst for various software programs
• Research application upgrades and recommend solution based on firm needs
• Create, delete, modify user accounts in Active Directory and network systems
• Process telephone changes and secretarial coverages via Avaya PBX
• Maintain and update firm’s website and Innova templates

Confidential, New York, NY

Desktop Support Specialist (Consultant)

Responsibilities:

• Heavy user interaction resolving support tickets; monitor, update and resolve user incidents received from Support Works ticketing system; troubleshoot computer, printer, network issues at user location and by remote access; image/re-image loaner laptops, replacement/new PCs; software installations and troubleshooting; Blackberry activation, repairs and troubleshooting, RSA token management; replace and repair HP printers; manage accounts using Active Directory, in-process new equipment in asset monitoring database, prep equipment for disposal; set up and test equipment in visiting attorney offices and conference rooms; prepare staff meeting minutes.

Confidential, New York, NY

Practice Support Analyst

Responsibilities:

• Provide telephone, desk-side and remote technical user support on all firm and office supported applications
• Troubleshoot connectivity issues related to system problems and/or desktop/laptop equipment
• Install and upgrade software applications and computer-related equipment
• Image and perform PC maintenance, hard-drive cleanups, system restores and defragmentation on user PCs
• Assist legal secretaries with revising, formatting, cleaning and troubleshooting complex legal documents
• Test and evaluate new software and hardware prior to pilot group and firm-wide roll-out/implementation
• Develop customized macros, toolbars, templates and databases for specialized projects
• Enter, respond to and follow-up on all problem tickets assigned to group. Identify and document software/hardware related issues and their resolutions in Support Magic Pro
• Maintain team video conference calendar, set up, test and replace video and audio equipment for internal/external client conferences
• Execute daily data backups using Veritas Backup Exec, perform PBX programming using Avaya Site Administration and manage user accounts in Active Directory
• Install, program and move all new and existing employee digital/analog phone equipment at workstations, in visitor offices and conference rooms.
• Punch down phone lines between riser and DMARC. Test problematic phone lines
• Maintain professional contact with internal and external clients on all projects. Provide after-hours helpdesk support on a rotation basis
• Develop and implement weekly training schedule and curriculum for various staff levels
• Document, upgrade and distribute all training materials for new and existing applications
• Provide all aspects of new and current employee training on new and existing applications
• Assess user needs and coordinate one-on-one, group or remote training sessions
• Publish weekly Tips ‘n Tricks for firm-wide applications, PCs, handhelds and telephone tips/shortcuts
• Configure, troubleshoot and replace various Xerox printers for local, network and batch printing, Dell Latitude laptops, Dell Optiplex desktops and Blackberry units
• Program Xerox Document Centres (265, 470, 490 and Pro 65 and 265 models) for network emailing, scanning and printing

Confidential, Hauppauge, NY

MIS Technician

Responsibilities:

• Providing computer support for 14 offices and remote employees; purchase, install and configure new hardware/software; transfer of computer files between various office locations; provide weekly client statistical reports for upper management; upgrade user licenses and servers using Novell Netware 3.12; maintain user network accounts; install, configure and troubleshoot network and local printers; daily backup of data and data recovery.