Desktop Support



Desktop Support Specialist, Windows 7,8,10 Migration and office 2013

Dickstein Shapiro LLP, - New York, NY - February 2012 to Aug 2016

Strong troubleshooting skills; the ability to resolve most help desk and desktop Remedy tickets with first call resolution. • Ability to handle a high call volume, upwards of 50 calls per day at some positions. • Use Remedy ticketing system to track IT tasks and respond to user's requests. • Ability to work in a team environment. Self-motivated and open to learning and sharing new ideas.
• Excellent communication and interpersonal skills; the ability to effectively communicate orally and in writing with a variety of colleagues in a diverse multi-cultural environment. • Excellent organization and customer service skills. Able to prioritize support requests and respond to them in a professional and timely manner.
• Self-starter attitude with a sense of urgency, commitment, and the desire to succeed. • Ability to be resourceful and able to work without constant supervision. • Ability to take on new tasks and learn new technologies. • Ability to lift / carry 50 pounds from floor to desktop.
• Set up and maintenance of Windows XP and Microsoft Office products, Word, Excel, and Outlook • Used Track it and other proprietary ticketing systems to solve day to day issues. • Set up (on and off sit) and inventory of video conferencing equipment/ technology, VoIP, photocopiers, and fax machines. • Set up laptops for users that were traveling. • Moved users and their equipment. Also performed adds and changes between different floors or offices when needed. • Set up AV rooms for conference calls. • Imaged PC and laptops in the environment using Symantec Ghost. • Build, configure, image, and install desktop hardware, software, and ancillary equipment. • Strong oral and written communication skills. • Strong interpersonal skills and an ability to work as a team as well as independently. • Strong problem solving and customer service skills. • Ability to take direction well and complete tasks with a sense of urgency. • Ability to prioritize and multitask large workloads. • Proactive and shows initiative in completing projects/tasks with little supervision. • Strong Attention to detail. Ability to interact with all levels of staff including senior management. • Setup/manage desktops, active directory user accounts and groups. • Configure and deploy employee machines based on department needs. • Troubleshoot desktop hardware, applications, and network issues (LAN/WAN). • Support network and locally attached printers and print servers. • Perform other tasks on projects as needed/assigned.
• Understanding of desktop technology and network design. Experience installing, troubleshooting and replacing components and peripherals for desktop and notebook PCs preferred. • Experience installing and troubleshooting major Windows operating systems and software packages including Microsoft Windows XP, Windows 7, 8.1, 10 and Office 2003/2007/2010 preferred.

Desktop Support Specialist

Dewey & Leboeuf - New York, NY - July 2011 to February 2012
Desktop Support • Provide IMAC (Install, Move, Add, and Change) services for financial corporations through the tri-state area on an as needed basis. • Setup of new PC's, laptops, scanners, printers, phone systems, and televisions. • Breakdown and storage of old equipment. • Test all technical equipment for functionality. • Test all applications; Market Data, Outlook, Microsoft Office, Bloomberg, Citrix (Client Side), Exchange, Active Directory. • Add, delete users Reset passwords Support Remedy, Help Desk Ticket Support of Blackberry, smart phones I-Pads, and I-Phones

Desktop Support Technician

Sills, Cummis & Gross P.C - February 2007 to July 2010
Serve as onsite technician for the support of internal and external clients and providing support at court cases which includes set-up and break-down of equipment. • Loading and configuring software on desktop. • Verify Software is functional, escalate as necessary.
• Installation & Configuration of hardware (including any necessary software or drivers) on desktop or peripheral location knowledge in Avaya telephony, videoconferencing. • Decommissioning of any existing hardware that has been replaced (including disconnection of components & removal of equipment to designated disposal space).
• Complete, update, and comment Service Center tickets as required in Heat Setup and service of Blackberries and laptops, wireless access via air cards support. • Remedy, Help Desk Ticket Responsibilities desktop support and other support including but not limited to: Office and Mobile support, Hardware and Software maintenance and support, Installation & Configuration for PC's, laptops and peripherals, Support of PDA's, Blackberry's and Smartphone's, as well as IPod's, Application support for standard applications, laptop/desktop and systems security, remote network and VPN access support, as well as interoffice moves/relocations.

Desktop Support Technician

Paul Hastings LLP - May 2004 to February 2006
Hardware Support • Ghosting of Laptops and Desktops over the network and disk to disk. • Support of DS/RSA, Data Security Email, Office 97, and 2000, NotesR5 and XP, Citrix Docs Open and IMANAGE. • Set-up, repair, and maintenance of Palm, Blackberry, SCSI and IDE hard drives, NICs, CD-ROMs, SCSI controllers, IRQs, printers, PCMCIA cards, and PCI. • Migration of 95, 98, NT and 2000 to an XP platform. • Set-up of users accounts with installation of Westlaw, Lexis/Nexis Super form, Immform. • Responsible for the configuring and setup of DSL/Cable modems, routers and switches in both a wire and wireless network environment.

Help Desk Support

Wilson, Elser, Moskowitz Edelman, & Dicker LLP - April 2002 to April 2004
1st Level • Provide desktop and follow-up Phone support (20-35 calls per day) for clients (500 local users) to ensure problems are resolved. • Installation of MS Office 95, 97, and 2000 with Pc-Docs, Pc-Doc migrated to IMANAGE, Pc Anywhere8.0, Netscape 4.0 and 4.5, Internet Explorer 5.5, Norton Antivirus, Citrix, Windows 3.1, 3.11, 95, 98, 2000, and XP for desktops and laptops. • Migration of 95, 98, NT and 2000, platform. • Administer users' accounts; Edit the registry. • Configuration of intranet so our clients can logon to their sites. • Outlook mail 98 2000, 2003 load Citrix on laptops and desktops. • Blackberry Setups, Adobe Writer, Netscape, Project2000, Lotus Notes, Organizer, Compare Rite.

Help Desk/ Desktop Support Specialist

White & Case LLP - April 1998 to April 2002
2nd Level • Provide desktop and follow-up phone support (20-25 calls per day) for clients (worldwide) and (1000 locally users) to ensure problems are resolved. • Setup of Support Magic for our ticket system. • Edit the registry. • Configuration of intranet. • West check, LANDesk, Super form, Immform, Elite Docs, Elite PDS Collect, DTE Palm, Palm. • Load Citrix on laptops and desktops, Blackberry Setups Access2000, PWC Resource, Equant, Adobe Writer, Hotdocs, Netscape, Project2000, Lotus Notes, Organizer, Compare Rite, Westlaw, and Lexis/Nexis. • Working knowledge and a solid understanding of legal document management system Docs Open Carpe Diem, Citrix client connections. • PDA's and PDA synchronization, Norton Antivirus Clients, Litigation software.
TECHNICAL SKILLS • Windows 95, 98, NT, 2000, XP, Vista, win 7, and win 8. • Outlook Mail, Adobe Writer, Citrix Met frame (remote and local). • Blackberry, I-pad, I-Phones Smart phones, Air cards Setup and support, Internet Explorer, and Norton Antivirus. • Corel Draw, Photoshop, and Microsoft Office. • Configure /setup DSL/Cable modem, routers and switches in both wired and wireless network \ strong BES, Good Cisco VPN, LAN/WAN (TCP/IP) Protocols. • Applications: Any Connect, iPad, iPhone, BB, and Android devices. • Getting users up and running or connected to any system in a very short time. • Other Applications include iManage, WorkShare.
KEY VALUES AND ACHIEVEMENTS • Administrated rollout of new desktops, laptops, and Blackberries for 200+ people. • Administrated rollout for fall and summer associates for 20-40 people. • Provided Help Desk support for over 1000 users for end-clients. • Administered rollout of new IP phone and Cat5 cables for 200+ people. • Team leader on many projects • Recognized many times for providing excellent customer service.

Last Resume Update September 13, 2016
Address Riverside
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Resume File Jarrod-resume-for-merge-1.rtf 10.76 kB

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