SUMMARY

• Proficient Desktop Support Analyst familiar with both Windows and Apple desktops.
• Good troubleshooting and diagnostic abilities paired with experience in hardware updates, softare patching, and device configuration.
• Desiring a long - term position with room for career growth.
• Flexible Desktop Support Specialist ready to excel in any operational structure and enhance all support departments.
• Skilled provider of service via in-person interactions or remote support solutions.

PROFESSIONAL EXPERIENCE

Desktop Support Engineer/Technical Support Specialist

Confidential

Responsibilities:

• Participated in Software Deployment Management via SCCM/Intune and Client-side deployment of 150+ laptops to national/international end users
• Changed local admin password using Microsoft Management Console
• Created local user accounts using Microsoft Management Console
• Added user’s to Microsoft EndPoint Management to enable encryption
• Manually forced encryption on newly imaged/reimaged laptops using Microsoft EndPoint Management Center(BitLocker)
• Installed, configured, and supported Microsoft Office365
• Created national and international FedEx labels, via FedEx web site, to ship laptops nationally and internationally
• Software Deployment Management via SCCM / Intune and Client-side deployment issue troubleshooting.
• Provide technical expertise on End User Device Management and Citrix technical management and troubleshooting.
• Provide 3rd line support for issues escalated from 1st and 2nd line support teams.
• Work with local and global support teams, as well as vendors to remediate all issue or develop solution.
• Review new software requests, document application integration steps, track packaging requests and plan deployment.
• Coordinate testing with business team on highlighting user experience for software upgrade and deployment.
• Coordinate and documented the laptop machine build steps and procedures
• Coordinate and documented laptop inventory via Microsoft Excel365
• Make recommendations for continuous improvements.
• Work on other IT assignments/projects/initiatives as assigned.
• Setup and install new laptops and desktops.
• Support user's Microsoft Office 365 and Microsoft Office 2016.
• Support user's OS remotely via Rescue Me(LogMeIn), Remote Desktop Connection(RDC), and SCCM Remote Control.
• Manage user's accounts on Active Directory.
• Enroll user's devices on Intune Aaccount(Microsoft Azune Directory)
• Support/Install/Configure Cisco IP Phones and Conference Phone System.
• Create document support for better user's assistance and guidance.
• Support VPN Connection in applications(Global Protect and Cisco AnyConnect).
• Resolve and document incidents and task tickets before SLA breach on ServiceNow ticketing system.
• Troubleshoot TCP/IP and mapping of network drives and connection issues with LAN/WAN.
• Apply OS patches and upgrades on a regular basis and upgrad administrative tools and utilities.

Technical Support Analyst

Confidential

Responsibilities:

• Provide 1st & 2nd level support to 200+ user globally and internationally
• Unlock user accounts, changed passwords, and added user’s to distribution lists using Active Directory Users and Computers ver 6.1
• Configured iPads, android’s, blackberry’s, and iPhone’s with access to company’s email.
• Created new user telephone accounts and modified existing user’s using Cisco Unified CM Admin ver 7.1
• Remoted to user pc using firm created software
• Set up videoconferences and presentations for the local office using Polycom equipment.
• Setup of Thin Client’s, laptops, and desktops to conference room projector’s and plasma television
• PXE boot laptop’s and desktop’s using Intel® Boot Agent GE V1.3.24
• Creation of Bare Metal Build’s for new laptops and desktops
• Grant user access to attorney’s Outlook 2010 mailbox
• Replaced roller’s and removed paper jams on various HP model printers
• Tracked inventory using Microsoft Excel and imported all data into MicrosoftAccess
• Perform desktop, printer and mobile device asset management, including maintenance of hardware inventory and related documentation and technical specifications information
• Provide timely end user support for all hardware and software (Office 2010, OpenText DM5, Dell Computers, Windows 7, Workshare, Exchange 2010,SCCM 2\l2, XenDesktop 7, Concordance, Innova, DocXtools, Android & IOS devices, etc.)
• Provided white glove deskside service and support for 1000+ employees
• Worked directly with case managers, litigation team, network administrators, and adjacent teams to support new trial opportunities and IT requirements.
• Coordinated equipment, assessment, managing and supporting ongoing trial/arbitrations; traveled as needed.
• Provided extended support to the firm’s partners and VIPs, including off hour work and special projects.
• Updated and deployed Windows 10 images on Laptops and Desktops (Lenovo and Dell).
• Installed and support the firm’s remote access technologies (Citrix and VPN).
• Diligently managed inventory, configuration, deployment, and return of all loaner equipment which included laptops (Dell / Lenovo), smartphones (Androids / iPhones), IP Phones, and MiFi devices.
• Evaluated, recommended and deployed new hardware and software solutions to keep users on the cutting edge of technology and productivity.
• Created a call tracking ticket for every issue handled, including all relevant information in a concise manner and prioritize issues based on urgency and according to Department guidelines.
• Managed IP Phones and account creation via Avaya admin console.
• Performed new user computer setup and configuration with the firm standard procedure.
• Provided helpdesk support to Diagnose individual and Firm-wide problems accurately, distinguishing between software, hardware and/or network issues

Technical Support Analyst

Confidential

Responsibilities:

• Provided 2nd level support to 800+ users globally and internationally
• Entered, monitored, and assigned tickets into BMC Remedy ver 7.5 per user issue
• Remote to user’s desktop using LOGMEIN123 and Remote Desktop Connection
• Placed service calls with outside vendor to have HP printers serviced
• ‘Participated in multiple rollouts to upgrade user’s from WindowsXP/Office 2003 to Windows 7/Office 2010
• Beta-tested Windows 8 and installed Windows 8 on numerous Dell/HP laptops and HP Compaq pc’s
• Adding of user’s and computers to Active Directory Users and Computers
• Deployed Windows 7 on multiple pc’s using LiteTouch PE
• Reimaging of multiple HP & Dell laptops and desktops using LiteTouch
• Participated in multiple projects of deploying new pc’s to different locations
• Configured iPads, android’s, blackberry’s, and iPhone’s with access to company‘s email
• Kept inventory of all computers, pda’s, and laptops

Helpdesk Support Analyst

Confidential

Responsibilities:

• Provided 1st level phone support to 800+ employees/staff members
• Unlock user accounts and reset passwords using Active Directory v 5.2.3790.0
• Generate daily reports using CHAMP system
• Remote to user pc’s using GOTOASSIST
• Installation of various printers(HP Laserjets, DYMO, and Citizen)
• Logged daily tickets into Weight Watchers CA Service Desk Manager

Tech Support Specialist

Confidential

Responsibilities:

• Provided 2nd level support to 50+
• Unlock accounts, change passwords, and move computers/laptops to different OU’s using Microsoft Windows Server 2003 Enterprise Edition v5.2 Active Directory
• Install memory on all Lenovo ThinkPad models
• Participated in rollout from Windows XP/Office 2003 to Windows 7/Office 2010
• Reimaging of computers/laptops using Ghost
• Remoting to user's pc's using Remote Desktop Connection
• Grant user access to attorney mailboxes in Outlook
• Synching of iPad’s to iTunes on users pc’s

Desktop Support Specialist

Confidential

Responsibilities:

• Provided first and second level phone support for 300+ clients.
• Install, troubleshoot, and configured Blackberry synchronization issues using BlackBerry Desktop Manager v3.6
• Setup of blackberry's wirelessly using Blackberry Enterprise Server 4.0
• Setup new phone line's using Avaya Site Administration
• Remoting to user's pc's using Remote Control using Microsoft Management Console 2.0
• Create new user accounts on the Blackberry Enterprise Server 4.0
• Responsible for video conferencing between office's using Tandberg and Polycom equipment
• Upgrades of blackberry desktop and handheld software
• Setup of Palm Treo's using HotSync Manager
• Creation of laptop images using Ghost 7.0
• Performed maintenance of all IBM Think Pad and Dell laptops such as BIOS updates
• Installation and upgrades of Windows XP and Windows 7 to workstations and laptops
• Setup new phone line's using Avaya Site Administration

Helpdesk Support Analyst

Confidential

Responsibilities:

• Provide 1st and 2nd level support to 300
• Grant access and setup new user accounts to CDAdmin v4.11 for CD Entry and CD Tracker access
• Change user passwords using Active Directory Users and Computers ver 5.2
• Create new user accounts on the Blackberry Enterprise Server 4.0
• Responsible for unlocking documents in MailSite 8.0
• Setup new phone line's using Avaya Site Administration
• Set up videoconferences and presentations for the local office using Polycom equipment.
• Configuring new user's phone line's using Avaya Site Administration
• Setup of blackberry's wirelessly using Blackberry Enterprise Server 4.0
• Enter daily tickets using Track-It Professional Edition 6.5
• Supporting Verdatum Dictaphone software and handheld unit
• Grant user access to attorney's mailboxes in Outlook
• Remoting to user's pc's using Remote Control using Microsoft Management Console 2.0
• Responsible for video conferencing between office's using Tandberg and Polycom equipment
• On-call technician for weekend/overnight support
• Upgrades of blackberry desktop and handheld software
• Setup of Palm Treo's using HotSync Manager
• Participate in rollout/upgrade from Carpe Diem to Elite Webview
• Grant user access to attorney mailboxes in Outlook

Help Desk Coordinator/Senior Desktop Support Technician

Confidential

Responsibilities:

• Desktop support supporting 500+ users locally and internationally
• Grant access and setup new user accounts to CDAdmin v4.11 for CD Entry and CD Tracker access
• Assign, entered, and closed tickets using Magic Service Desk Enterprise v7.5
• Removed licenses from PowerQuest V2i Builder v2.0 using terminal services
• Inventory for all pc's, laptops, and monitors
• Setup and maintenance of all new HP LaserJet 4350 network printers
• Participated in rollout upgrade from Docs Open to iManage Filesite, DeskSite, and WorkSite
• Configured all pc's pushing down the correct PowerQuest setup files for specific model pc's(gx 270, 620)
• Responsible for video conferencing internationally and worldwide using Polycom equipment
• Setup bridging services using Global Crossing(2nd party bridging service) for national and international video conferencing
• Replace motherboards for all defective GX270's
• Install memory, hard drives, cd/dvd-rw, motherboards, and power supplies for GX110's, 240's, 260's, 270's, & 620's
• Create new user accounts on the Blackberry Enterprise Server 4.0
• Setup a variety of blackberry handhelds(6230, 7230, 7290, 7520, 8700g) for wireless capabilities on the Blackberry Enterprise Server 4.0
• Video capturing and editing using Pinnacle Studio ver 8.4
• Responsible for removing pc names and user's from Active Directory Users and Computers ver 5.2.
• Change user passwords using Active Directory Users and Computers ver 5.2
• Remote to user's pc's using Remote Anywhere
• Add printers to user's desktops using Active Directory Users and Computers ver 5.2
• Participated in rollout upgrade from Outlook 97 to Outlook 2003