Alexander R. Email & Phone Number

Firmwide

Chicago, Illinois, United States

Chicago, Illinois, United States

• Offer technical support for all IT incidents and service requests, ensuring exceptional customer service and expertise in the law firm environment and applications. Provide assistance directly to attorneys, secretaries, and staff.• Investigate, troubleshoot, resolve, and install computer software and hardware issues, including MS Office, internet access, remote connectivity, printing, network connectivity, security, and mobile devices.• Support mobile devices by setting up, maintaining, and providing training on all mobile devices (iOS, Android, etc.) to connect with the firm's mobile device management system and remote authentication applications.• Open, review, resolve, and close assigned support tickets within SLA deadlines. Utilize incident tracking software to monitor and update all service and support requests. Maintain an updated knowledge base with standard resolutions.• Manage office desktops and laptops by following imaging processes, which involve data backup and configurations for both new and existing customers.• Create, maintain, and update IT equipment records in our asset tracking software. Conduct regular inventory checks to verify asset tag information, customer ownership, and location.* Please continue viewing my extensive Firm experience continued in the following portion for Winston.

Greater Chicago Area

• Managed and supported team members in resolving complex technical issues as a subject matter expert, providing tools, assistance, and guidance.• Developed the role of project manager and actively participated in projects from start to finish.• Opened, reviewed, resolved, and closed support tickets according to SLAs. Tracked all service and support requests in the incident tracking software and updated the knowledge base with standard resolutions as needed.• Maintained office desktops and laptops by following imaging processes, including data backup and configurations for new and existing customers.• Created and maintained in-house team documentation, including setup checklists, equipment summaries, and documentation for the IS Documentation Library.• Ensured customer satisfaction by reviewing and following up on open/closed tickets through written or electronic communications.• Attended and actively participated in daily meetings with public safety directors, leaders, R&D team, and change management personnel.• Managed help desk incident queues, including escalations for prompt resolutions.• Managed the CPD Admin queue, assigning and escalating incident requests to CPD personnel.• Submitted, reviewed, and approved change requests as a first-layer approver for Windows and WAN teams.LAN Administrator Lead:• Conducted monthly Windows patching on critical and non-critical production Windows servers.• Processed and completed day-to-day LAN incidents, including AD and GPO requests.• Utilized Microsoft Portal/Exchange Admin/0365 to process and fulfill requests.• Restored files from backup storage data.

Chicago, Il

* continuation• Collaborate with other technical support teams to ensure incidents are resolved comprehensively.• Travel to firm offices to provide support coverage and assist with the setup of new locations.• Participate in ongoing training as directed by Tier II Supervisor and Director of Operations.• Contribute to team projects and rollouts that enhance the quality of help desk services and promote technical and career growth.• Develop and maintain in-house team documentation, including setup checklists, equipment summaries, and documentation for the IS Documentation Library.• Ensure customer satisfaction through follow-up communications (written or electronic) regarding open and closed tickets.• Provide weekend and after-hours on-call support as required.• Perform office equipment setup and facilitate onboarding for new hires.• Handle departure procedures, including equipment removal and inventory.• Assist with equipment lease returns based on the firm's schedule (currently every two years). Prepare equipment for return by wiping drives and obtaining accessories. Monitor lease return schedules and coordinate equipment returns with leasing companies.• Provide audio-visual support, including video conferencing, audio-video equipment, computers, and printers, for conference room setups and special installation requests.Asset Deployment:• Inventory, tag, configure, deploy, manage, and stage various devices, such as laptops and desktop equipment.• Set up new equipment, including laptops, desktops, mobile devices, and printers.

Chicago, Il

Corporate IT Support Specialist:• Provide courteous and prompt technical troubleshooting for hardware and software issues.• Handle customer support requests via phone, email, voice mail, IM, and in-person interactions.• Document, track, and monitor all problem/resolution activity accurately.• Participate in after-hours emergency coverage.• Contribute to team projects that improve the quality of help desk services and promote technical and career growth.• Attend New Hire orientation to offer IT support, answer questions, resolve initial issues, and ensure a positive onboarding experience.Asset Deployment:• Configure, deploy, manage, and stage various corporate devices, including laptops, desktops, and mobile devices.• Create and set up laptops for new hires during the onboarding process.Asset Management:• Research, obtain quotes, and purchase approved IT assets for all US offices.• Manage the receiving and inventory of new equipment and software.• Resolve local and network printer issues and set up printers wirelessly or via wired connections.• Troubleshoot connectivity problems, including networks, wireless, and wired connections.• Perform general maintenance and repairs on printer equipment.• Manage printer inventory to ensure warranty coverage for supplies and servicing.Active Directory and Exchange Administrator:• Create, modify, and manage user accounts, security groups, distribution lists, and exchange accounts for current and new employees.• Train and assist system administrators in creating and managing accounts.Support Specialist Trainer.

Chicago, Il

Level 2 Remote Engineer:• Provide IT support to over 5000 employees of the City of Chicago, including Health, Fire, and Police departments.• Offer prompt and courteous remote technical support to all City of Chicago employees, Aldermen, and the Mayor.• Resolve desktop and network issues within 4 hours for VIP users, including Aldermanic and high-status individuals.Active Directory and Exchange Administrator:• Create, modify, and manage user accounts, security groups, distribution lists, Novell, Citrix, and exchange accounts for city and non-city employees, as well as new personnel.• Train and assist system administrators in creating and managing accounts.Technical Support Trainer:• Provide training for technical support personnel.Level 3 Desktop Engineer:• Assist in troubleshooting and resolving critical incidents with LAN/WAN teams.• Perform on-site and remote break-fix support for desktop and printer equipment across all City of Chicago departments.• Utilize web-based support tracking systems such as BMC Remedy and Service Center.Projects Engineer:• Install and relocate IT equipment and perform software and equipment upgrades.• Utilize inventory tools for management tracking of IT equipment.

Deerfield & Buffalo Grove, Il

Baxter GTS contracted by Kelly ServicesBuffalo Grove, Illinois January 2007 to November 2007Deerfield, Illinois August 2004 to October 2004• Repaired, calibrated, and maintained medical equipment and instrumentation in the healthcare delivery field using a range of hand tools, power tools, and measuring devices.• Assisted subordinates and supervisors in identifying and resolving problems.• Applied troubleshooting techniques and followed preventive maintenance schedules.• Adhered to Food and Drug Administration guidelines for GMP/GDP and complied with all environmental, health, and safety SOPs, equipment, and procedures.• Entered service reports and maintained department records using Siebel data entry system.• Calibrated test instruments to meet specifications for analyzing, troubleshooting, and testing medical equipment.