SUMMARY

• 17 years combined experience in hardware and software repair and troubleshooting in both a helpdesk and a deskside position.
• Trained and used Siebel 7x, Magic CRM and Track IT Helpdesk software.
• Skilled in various software packages including past versions of Microsoft Office up to 2016, Adobe Acrobat, dtSearch, Workshare suite, Autonomy Filesite, Livenote, Case Notebook 2.5, Encase Forensic Imaging Suite, Lexis CaseMap & TextMap suites as well as various other legal industry specific software.
• 10 years of doing courtroom presentation or “hotseat” work using the InData TrialDirector software.
• Work with review platforms such as Concordance & Relativity.
• Advanced network administration experience running everything from a simple closed network to a multiple site peer to peer connection with data replication.
• Worked with MS DNS, WINS, DFS, IIS, Cpanel, Plesk, FTP, Apache and others in a web hosting server configuration and maintenance environment.
• Day to day administration of Windows Server 2008 & 2012 environments for both print servers, data stores and DHCP, and entry level knowledge of MySQL, PHP MS SQL server.
• Fluent with all varieties of Windows 9x through 10 operating systems as well as Apple OS X 10.x
• Daily use of a DMS (iManage/Filesite) for 12 years.
• Administrator level experience with mobile device operating systems including all versions of iOS, all versions of Android, Windows Phone and managed legacy Blackberry BES servers. I’ve been the admin on deployments of both AirWatch and MaaS360 as well as familiar with GOOD and MobileIron.
• Configuration and maintenance of various SAN and NAS devices including EqualLogic, Synology and QNAP, using RAID 0/1/5/10 for drive allocation/spanning.
• Desktop image rollouts using Symantec Ghost both local and across a WAN as well as image creation. Used SCCM to push software packages out.
• Comfortable with entry level configuration changes to Cisco routers and switches.
• Hardware experience with a variety of vendors including Compaq/HP, IBM/Lenovo, Dell, Gateway, Toshiba, Canon, Oki and Kyocera for notebook, workstation and server class computers and printers in both a purchasing administration and maintenance role.
• Printer/Copier administration experience with Canon, Sharp, Ricoh, HP and Xerox.
• Trained incoming employees on systems used at the firm including our DMS, Office, Adobe, CaseMap/TextMap as well as how to use hardware at the firm.

PROFESSIONAL EXPERIENCE

Confidential

Senior IT Specialist

Responsibilities:

• Handled Tier 2 support inquires ranging from software questions, hardware problems to litigation support issues involving IT systems for Confidential, Hansen, Todd, Figel & Frederick
• General hardware support for workstations, laptops and servers. Utilized Symantec Ghost and Microsoft SCCM for imaging and software deployment.
• Managed our mobile device fleet of over 150 phones/tablets. Initially managed by BES 4.x moving up to BES 10.x before our first migration to MaaS360 then ultimately to AirWatch. I am fluent in support of Android starting with Cupcake, moving all the way through to Ice Cream Sandwich, Jelly Bean, KitKat, Lollipop, Marshmallow, Nougat and Oreo including 8.1. For iOS I supported devices starting at iOS 1 through current iOS 11 on iPhone and iPad.
• Forensic image capture using EnCase
• Support our DMS (iManage/Filesite)
• Deposition management and support - assisted with the ordering of and coordination, loading deliverables into a database and end user help viewing the transcripts.
• Managed our CaseMap server - creation of cases, loading of data, day to day maintenance of data sets and reporting.
• Managed our TextMap server - creation of cases, loading deposition data, linking to the CaseMap case, and training.
• Work with review platforms (Concordance & Relativity)
• Trial logistics and coordination - from the time the case comes in house to till the end I helped answer questions and provide solutions. This ranged from discovery help in data production, utilizing the best software to review and then obtaining and managing our onsite locations for trial. I've worked with vendors all over the US to lease office space, furnish, install internet connectivity, connect servers to our office in DC, setup workstations, installed and network printers/copiers and ensure everything works as it should throughout the duration of the trial/arbitration. I also can handle hotel contracts, catering, onsite/offsite shredding and just about anything else needed to make a war room function as fluid as possible.
• Courtroom presentation - I have been using TrialDirector for 10 years and am very comfortable with hotseat duties in a courtroom.

Confidential

Deskside Technician

Responsibilities:

• Assisted the staff of the White House with desk side support
• Maintained assets issued to users via MAGIC
• Imaged workstations and reinstalled software
• Troubleshot network connectivity issues and worked with other departments to resolve them
• Supported Microsoft Windows XP Pro throughout the organization.
• Corrected Active Directory account issues
• Supported multiple hardware platforms including Blackberry devices
• Supported MS Office 2000 and 2003 Pro

Confidential

Manager

Responsibilities:

• Oversaw day to day operations of repair depot that serviced more then 120 computers per week with a staff of 9.
• Work with the sales staff on the floor to assist in sales and help with technical questions.
• Maintained a P&L specific to my department.
• Monitored asset management of the flow of computers on a daily basis as well as the salable parts inventory.
• Worked alongside my technicians assisting in all aspects of computer repair and upgrades.
• Worked with internal staff to train on MS Office 2003 Pro.
• Assisted customer with issues and help with installations of Microsoft Windows 9x, ME and XP Home and Pro.

Confidential

Sales Manager

Responsibilities:

• Maintained an established account list including travel through 3 states for presentation and customer account maintenance.
• Researched and proposed new equipment and products for the company.
• Coordinated training of staff on new products available.
• Help launch a CLEC with a focus on high speed connectivity options - ISDN, T1, T3 and OC3 line sales and initial provisioning.

Service Manager

Confidential

Responsibilities:

• Ran a call center numbering 18 employees in day to day operations.
• Handled all potential marketing partner inquires.
• Fielded Tier 3 support calls from the helpdesk to assist customers.
• Worked with Lead Technicians to assure high levels of customer satisfaction.
• Implemented a Siemens phone system roll out with a complete OfficeVue ACD package, maintained the system and was responsible for operational changes and service to it.
• Structured a broadband internet sales program to assist in servicing existing customers and rolling out the offer to new customers.

Lead Technician

Confidential

Responsibilities:

• Supervised a department of 11 employees
• Assisted in the training of new team members
• Specialized in customer service issues and resolutions
• Handled Tier 2 level calls from customers dealing with connectivity issues for both dialup and high speed connections.
• Handled business high-speed connectivity clients.
• Assisted with marketing material creation and procurement.
• Supported OE, IE, Outlook 97, 2000 and 2003 both for customers and internally.
• Worked with customer involving issues with Microsoft Windows versions 3x, 9x, ME and XP Home and Pro.