Brian Henthorn Email and Phone Number

• Provide desk side and phone support, performing initial diagnosis and resolve problems relating to standard software and hardware, such as application problems, printing or network connectivity issues. • Recommended and performed actions to correct problems based on knowledge of system. Researched and provided confident, accurate solutions to user problems on a timely basis.• Evaluate and prioritize help desk tickets effectively escalating and documenting all support calls to a higher level. (Remedy ticket system)• Maintain the call tracking system and KB through the input of resolutions to issues and/or tracking issues that are escalated to a higher level. • Acquired and maintained a highly competent knowledge of relevant products, current support policies, and methods of support delivery.

• Installed and supported docketing software developed from Law Bulletin at all major law firms in the Chicago area.• Conducted meetings with firms IT staff and docketing teams to work out solutions to installation and production problems.• Working with the development team at Law Bulletin bringing new ideas for later versions of the products and finding solutions for “bugs” found in current versions.• Monthly meetings reporting directly to the director of sales and marketing.

• Provide desk side and phone support, performing initial diagnosis and resolve problems relating to standard software and hardware, such as application problems, printing or network connectivity issues (estimated 200 users)• Software Support: Microsoft Office 2003, Outlook, VPN and Citrix remote connections, and other installed legal software applications on Windows XP operating system.• Hardware support: desktop /laptop computers, phones, printers, laptops, Blackberries/IPhone/Android.• Ghost Image and laptop and desktop setups for new installations and loan requests.• Conferencing setup, teleconferencing, and A/V equipment.• Remote access for users using VPN, Outlook Web Access• laptops, desktops and monitor hardware repairs