Help Desk Specialist - Proskauer Rose LLP
(2018-09)
- Provide 1st level technical support and guidance to users of the Firm's computer, network and telephone systems
- Generate incident and service request tickets, dispatching appropriate IT personnel as needed
- Follow up to ensure the prompt resolution of technical issues and requests
- Provide phone support to all Firm personnel by responding to inquiries, troubleshooting and resolving problems for all Firm-supported software and hardware
IT Support Specialist - Caldwalder, Wickersham & Taft
(2018-03 - 2018-09)
- Respond successfully and efficiently to user technical issues via phone, email or in person
- In-depth experience with desktop configuration and support of legal applications such as Microsoft Office, iManage Desksite, Microsoft Active Directory, Xenapp Director, RSA Console, Microsoft Exchange Console
- Configuration of mobile devices (Android, Blackberry and iPhone/iPad; administer RSA Security tokens
Resident Technician, Tier 1 - Pepsico, Inc.
(2017-10 - 2018-02)
- Provide Level 1 technical support to customer end users. Support customer end users with user training for self-scheduling conferences. Assist customers in scheduling and launching video conference calls
- Open incident tickets for incidents and maintain the customer incident management and CMDB systems. Provide an incident ticket for any Level 1 technical or operational issue whether due to customer equipment, network, or user scheduling error
- Provide relevant training for end-users in relation to operational support (Skype for Business and Outlook) and use of video conferencing equipment
Help Desk Associate - New York City Housing Authority
(2016-09 - 2017-10)
- Provide phone/Help Desk support for commercially available but customized software and hardware related to the lnterloc/Maximo Mobile Work Order Management solution
- Assist with providing training coordination support for client's Maximo/lnterloc Mobile Work Order Management Project for up to 3500 users including scheduling & rescheduling users, coordinating user and training id's printing of materials, etc
- Assist with all functions necessary to create, edit, modify, produce, and disseminate instructional documentation as assigned
Manager of IT and Data Security - School Choice International
(2015-05 - 2016-08)
Deploy, monitor, maintain, develop, upgrade and support of all IT systems, including telecommunications, servers, PCs, operating systems, hardware, software, peripherals and Office Automation equipment. Manage Google Services through Admin Console. Utilize Salesforce application to track clients and their business. Respond to internal user and helpdesk requests for technical assistance in person, via phone and electronically.
Independent IT Contractor - Legal Consulting Opportunities
(2011-03 - 2015-05)
- Baker & McKenzie: Provide second-level floor support based on escalated incidents from Global Help Desk. Support users on applications (MS Office 2010, Citrix, Docs Open, IE, Adobe Acrobat, Workshare). Assist with the coordination and setup of all conference room booking requests that require Computer/Audio/Visual technology support
- Skadden Arps: Served as initial point of contact to 1,000 attorneys for telephone and email inquiries on the Firm's software applications, hardware, printers and remote technologies directed to the IT Department. Resolved and managed hardware, software and network problems of simple to moderate complexity
- Wachtell Lipton Rosen & Katz: Provided first-level telephone contact and problem resolution for all users with hardware, software and applications issues to 200 attorneys in a contractor capacity. Tracked issues to resolution for problems in the Magic problem management database. Assisted users with questions regarding software (e.g. Microsoft Office 2003/07, Outlook, Desksite 8.5, Carpe Diem, Citrix, and firm Intranet) using Dameware utility
Network Services Administrator - Sheppard Mullin, New York, New York - New York, New York
(2007-10 - 2011-02)
- Trained and supported new employees on applications (MS Office 2003/07, Carpe Diem, Citrix, Remote Desktop Connection, Desksite 8.5, Internet Explorer, Adobe Acrobat, pdfDocs, Deltaview, and Interaction) and IT procedures
- Responded and resolved users' technical problems regarding hardware (desktops, laptops, and printers), firm software and mobile devices (Blackberry, iPhone, iPad and Android). Assembled, installed and configured new desktops for users
- Created and modified user accounts in Active Directory
- Set up video conferences, PowerPoint presentations and webinars
- Handled telephone configurations using Avaya Site Administration
- Accessed the Blackberry Enterprise Server to create and delete accounts, wipe devices, send service books and used Enterprise Activation to connect to email, contact and calendars
Desktop Analyst/Trainer - Seyfarth Shaw LLP, New York, New York - New York, New York
(2005-03 - 2007-10)
- Trained new users on firm software and provided desktop support to 130 users at Chicago-based midtown law firm on Windows XP, Microsoft Office XP, DOCS Open, Citrix, and various legal applications
- Scheduled video conferencing sessions with vendor and users
- Assembled, configured and installed desktops, laptops and printers during firm technology rollout
Computer Applications Trainer - Coudert Brothers LLP, New York, New York - New York, New York
(2000-06 - 2005-03)
- Served as the main trainer for international law firm of 120 attorneys in Manhattan
- Taught and provided help desk support to personnel on Windows XP, Microsoft Office, DOCS Open, Outlook, Softwise, Internet Explorer, and Interaction
- Created manuals for use in new employees' orientation classes
- Participated in firm's conference call with satellite offices (Europe & Asia)
- Travelled to Partnership Meetings to coordinate IT services with outside contractors
