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.
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