As an IT Support Specialist at Foley & Hoag LLP, I provide dedicated desk-side and on-site hands-on support to partners, attorneys and staff, ensuring the seamless operation of technology throughout the firm such as Active Directory, Enterprise Office 365, Exchange, OneDrive, SharePoint, and Teams. My responsibilities include resolving hardware, software, and network issues promptly and efficiently, handling service requests, and maintaining IT inventory. I assist in deploying and configuring new technology solutions and troubleshoot technical problems while also assisting users on various software applications. I collaborate closely with other IT teams to enhance our technological environment, and I am committed to delivering high-quality support that ensures our technology meets the highest standards of reliability and security in a fast-paced legal environment.

At New England Law, a distinguished law school with roots going back to 1908, I serve as an integral IT Specialist within the Information Technology department, ensuring that faculty, staff, and students receive optimal technical support.My role encapsulates:User Support: Proactively address and resolve a spectrum of IT concerns, spanning from computer systems and networking to software intricacies while applying basic ITSM principles.System Management: Oversight of in-house computer systems and related peripherals, which involves a thorough process from installation and diagnosis to repair, maintenance, and hardware upgrades. Microsoft Azure, VMware Horizon, vSphere, ManageEngine OpManager, ePolicy Orchestrator, Zoom, EPO Server, Canvas LMS (Learning Management System), Panopto (Lecture Capture), Avaya RingCentral (VOIP), Pharos Print Management, ServiceNow, Asset Management (ITAM) and Barracuda Management Tools.Specialized Application Support: Deliver tailored assistance for law school-centric applications and digital resources essential for both educational and administrative endeavors.Ticketing Expertise: Utilize advanced ticketing platforms to log, monitor, and efficiently address issues, ensuring users stay informed and satisfied with the resolution timeline.Technical Leadership: Spearhead the installation and configuration of various software, while also managing an array of network servers and technological tools.Academic Tech Training: Offer insightful training and support on academic technology platforms, including learning management systems and state-of-the-art video conferencing tools.With strong communication, leadership, and project management skills, my role demands the patience to articulate complex IT nuances to a diverse business. My unwavering commitment to delivering top-tier customer service, combined with my expansive technical know-how, positions me as a pivotal figure in the vibrant educational ecosystem of New England Law.

Efficiency Boost: Streamlined IT service management, reducing ticket resolution time by 25% and increasing user satisfaction by 15%.Migration Success: Hands-on company-wide migration to Office 365 for over 500 users with zero downtime.Server Consolidation: Consolidated 15 servers, simplifying management, increasing resilience, and reducing energy costs by 40%.Training Initiative: Updated IT training knowledgebase, increasing in-house problem resolution rates by 35%.Networking Achievement: Experience with Azure Active Directory, Bloomberg, VPNs, Group Policy, Azure, AWS, Office 365, SMTP, and RDP.Remote Support: Implemented a remote desktop solution for key personnel, reducing on-site IT visits by 20% and speeding up remote issue resolution.Software Deployment: Managed SCCM deployment across the organization, automating software updates and reducing manual intervention by 70%.

Cloud Integration: Spearheaded the rollout of Office 365 with the company's cloud infrastructure, leading to a 20% boost in workforce productivity and collaboration efficiency.Service Optimization: Since joining the team, our IT Service Management process achieved a 98% service satisfaction.Security Measures: Implemented enhanced Active Directory policies and group policies to role-based, resulting in a 60% simplification. Migration Expertise: Successfully migrated 350 workstations from Windows 7 to Windows 10 within the projected timeline, ensuring minimal disruption to end-users. Managed the Asset Management process (ITAM.)Network Administration: Azure Active Directory, VPN, Group Policy, Office 365.Documentation Mastery: Developed a comprehensive software documentation system that reduced onboarding time for new IT staff by 50%.Server Management: Managed and optimized Windows Servers, achieving a 30% increase in performance and a 15% reduction in maintenance downtime.Remote Solutions: Rolled out a Remote Desktop protocol across the organization, reducing IT travel expenses by 25% and increasing issue resolution speed for offsite users.

Remote Employee Support: Innovatively assisted over 10,500 on-site and remote employees throughout their lifecycle process, ensuring consistent IT support and reduced downtime.Project Leadership: Drove multiple IT initiatives, taking charge of intricate troubleshooting and significantly advancing the completion and success of various key IT projects.Optimized Reporting: Regularly delivered essential GDPR, GxP compliant IT management reports, providing stakeholders with vital insights and enabling data-driven decisions.Onboarding Mastery: Played an instrumental role in crafting onboarding and training documentation, speeding up the integration of new IT personnel by 25%.SaaS Expertise: Proactively monitored and managed critical SaaS applications like ServiceNow ITSM ITIL, Microsoft Office 365, and Okta, ensuring 99.9% uptime and rapid issue resolution.Technical Excellence: Offered end-to-end on-site technical support, efficiently collaborating with technicians to resolve a myriad of hardware, software, and network challenges.Inventory Oversight: Ensured 100% availability of spare equipment through meticulous inventory management, reducing potential work stoppages due to equipment shortages.Training & Policy Pioneer: Led technical training sessions for the IT department and played a pivotal role in shaping and implementing modern IT policies.Tech Trendsetter: Continually engaged with the latest industry advancements, ensuring the organization's IT infrastructure remained at the cutting edge. Azure Active Directory, Office 365.Documentation & Connectivity: Streamlined service activities by consistently recording in ServiceNow and championed a culture of open communication, boosting operational efficiency by 20%.

Technical Stewardship: Emerged as the primary contact for all technical challenges, successfully coordinating with global teams to ensure comprehensive and timely resolutions. ServiceNow ITSM ITIL. Pharmaceutical IT Expertise: Ensured seamless operation of Windows hardware/software in diverse settings, including critical pharmaceutical labs, enhancing research productivity.Comprehensive Tool Management: Demonstrated expertise in administering pivotal tools, including but not limited to ServiceNow, Active Directory, Office 365, and Azure, resulting in enhanced workflow and system integrity.Tri-State Project Leadership: Directed influential IT projects across Boston, Lexington, and Rhode Island, delivering support and infrastructure enhancements to over 2,500 employees.Cloud Mastery: Utilized deep knowledge of cloud administration, notably Azure, to bolster data accessibility and security for users within the organization.System-wide Maintenance: Championed the installation, maintenance, and troubleshooting of Windows 7/10 systems, servers, and other hardware, ensuring consistent uptime and user satisfaction.Networking Expert: Managed and optimized network administration tasks, including VPN, DHCP, and DNS configurations, to ensure seamless connectivity for users across multiple locations. Azure Active Directory, DNS, DHCP, RAID, Routers, VLANs, SSL VPN, IPSEC VPNs, Group Policy, Azure, AWS, Office 365, SMTP, RDP,.Documentation & Support: Regularly updated software documentation, improving troubleshooting efficiency by 15%, and used tools like SCCM to automate deployment processes.Remote Solutions: Expanded remote working capabilities for employees using Remote Desktop solutions, facilitating a flexible work environment and boosting employee productivity.Mobile Integration: Led the integration of Android-based solutions, improving mobile data synchronization and enhancing the IT support framework for mobile devices.

IT Leadership: Commanded a comprehensive suite of IT support services, from applications to network troubleshooting, ensuring optimal business continuity in collaboration with a dedicated team.Device Configuration Expertise: Achieved seamless configuration of Windows laptops, peripherals, and specialized lab devices, streamlining the process from re-imaging to final setup.Asset Management Prowess: Played a pivotal role in resolving critical IT challenges and meticulously managed the company's IT asset inventory, optimizing resource utilization.Inter-departmental Collaboration: Fostered strong partnerships with operational teams, driving the enhancement of IT services across the organization and ensuring consistent service quality.Active Directory Management: Safeguarded company data by expertly managing Active Directory users and groups, ensuring only authorized access to critical applications.Documentation Champion: Crafted robust internal guidelines, laying the foundation for compliant systems deployment in both lab and office environments, thereby promoting best practices.Cloud Infrastructure Deployment: Leveraged expertise in Cloud Infrastructure to streamline IT operations, achieving faster data accessibility and enhanced system security.Networking Expert: Managed and optimized vital network components, including VPN, DHCP, and DNS configurations, guaranteeing a 99.9% uptime and smooth inter-departmental communication.Remote Solutions: Extended unparalleled remote IT support via Remote Desktop solutions, enabling quick resolution of off-site issues and enhancing workforce flexibility.Mobile Integration: Led initiatives to integrate Android-based solutions, ensuring employees enjoyed consistent IT support irrespective of their device choice.

Technical Support Excellence: Delivered prompt and effective support for a diverse range of computer and software issues, notably including Digium VOIP, leveraging platforms like JIRA ServiceDesk to streamline requests and solutions.System Setup Mastery: Expertly executed installation and validation of computer systems, software, and peripherals, ensuring high uptime and system efficiency across multiple settings.Vendor Partnerships: Established fruitful collaborations with key vendors, resulting in expedited technical support and swift issue resolution, enhancing overall system reliability.IT Strategy Formulation: Architected forward-looking technology strategies with a keen emphasis on critical components like Security, Encryption, and advanced Collaboration tools, fortifying company's tech infrastructure.Holistic Hardware & Software Management: Seamlessly installed, maintained, and troubleshooted a variety of desktop systems, software, and peripherals, ensuring consistent operational flow.User-centric Guidance: Provided actionable advice to users on harnessing hardware and software capabilities to their fullest potential, optimizing productivity.Efficient Deployment & Inventory Control: Assisted in the agile deployment of new computer systems and software while maintaining a meticulously organized tech inventory, leading to a 20% reduction in procurement times.Policy Stewardship: Played a pivotal role in sculpting and enforcing comprehensive IT policies and procedures, setting a benchmark for operational standards.Industry Pulse: Maintained an edge by keeping abreast of evolving tech trends and industry updates, ensuring the organization remained at the forefront of tech adoption.Proactive System Maintenance: Diligently attended to computer system upkeep, timely software updates, and robust user security settings, achieving a 99.95% system integrity rate.

Windows Deployments: Executed Windows 7, 8.1, and 10 rollouts, including refreshes and upgrades for 2,800 employees.Tool Utilization: Employed a suite of tools like Microsoft MDT, SCCM 2012, and ServiceNow ITSM ITIL for issue handling.Apple Support: Supported Apple OS X 10.0, managing MacBook deployments via DeployStudio.Server Management: Installed and maintained servers along with related software.System Monitoring: Oversaw system performance, capacity, and availability, while analyzing logs for potential issues.Data Security: Performed regular backups, disaster recovery, and applied critical updates ensuring data safety and system security.Issue Resolution: Addressed hardware, software, and network problems promptly.Storage Oversight: Managed storage systems, emphasizing data integrity.Technical Support: Offered guidance and troubleshooting for user issues. Azure Active Directory, DNS, DHCP, RAID, Routers, VLANs, SSL VPN, IPSEC VPNs, Group Policy, Azure, AWS, Office 365, SMTP, RDP.Infrastructure Planning: Participated in designing and executing new systems and infrastructure.Documentation: Kept detailed system, network documentation, and inventory for accurate record-keeping.IT Policy Contribution: Assisted in crafting and implementing IT policies, aiding in a robust IT governance structure.

Technical Expertise: Offered guidance, analysis, and user support for software and systems like Windows 7 OS, MS Office suite, and ensured remote troubleshooting per SLAs.Enterprise IT Management: Led IT operations for a national healthcare organization of 100,000+ staff, supporting unique environments like labs and clean rooms.Virtualization & Network Support: Advocated for desktop virtualization, remote network access, and oversaw clinical network deployments, especially during software platform rollouts.Mobile Device Mastery: Gained proficiency in configuring and supporting devices like iPhones and iPads within an Exchange setting.IT Environment Maintenance: Upheld Microsoft Active Directory, Exchange, Office 365, Lync, and McAfee Suite.Service Responsiveness: Managed client interactions and escalations through BMC Remedy.Server Management: Installed and maintained Windows servers, managed Active Directory, and regulated Group Policy objects.Data & Security: Conducted regular system backups, ensured data integrity in storage systems, and applied critical security updates.Performance Monitoring: Addressed network and system issues, and ensured optimal server performance and capacity.IT Infrastructure: Contributed to the design and rollout of new systems and infrastructure.

Ticketing Expertise: Managed Help Desk tickets using the HEAT system for 23,000+ employees, ensuring a priority-based response.Technical Mastery: Garnered hands-on expertise in MS Windows Server administration, Active Directory, SCCM, and MS Office suite across different OS versions.Network Management: Executed migrations/updates for network configurations on PCs/laptops, handling Ethernet, TCP/IP, and WIFI elements. Azure Active Directory, DNS, DHCP, RAID, Routers, VLANs, SSL VPN, IPSEC VPNs, Group Policy, Azure, AWS, Office 365, SMTP, RDP.Asset Lifecycle: Managed the lifecycle of laptop assets from configuration to documentation, ensuring thorough pre-deployment checks.Team Coordination: Collaborated effectively with help desk, network services, and other IS teams on critical projects.Communication: Kept stakeholders informed through managers, BMC Remedy, and direct channels.Network Troubleshooting: Addressed connectivity issues, overseeing moves and changes in network connections and devices.Device Deployment: Oversaw loaner computer and mobile device provisions, including MDM-led selections.Mobile Solutions: Set up wireless devices, VPN, and mobile app support across various devices including iPhones, iPads, and Blackberries.Environment Awareness: Demonstrated aptitude in complex settings like offices, labs, clean rooms, and pharmaceutical manufacturing zones.

End-User Support: Contributed as a team member, delivering first to third level support for Microsoft Windows 7 and Microsoft Office.Call Management: Addressed issues for 15,000+ partner/executive associates using BMC Remedy and Citrix GotoAssist for remote solutions.Network Troubleshooting: Quickly resolved Active Directory and MS Exchange Server email account challenges.Device & Software Management: Configured mobile wireless devices, VPN, and executed virus recovery using tools like MalwareBytes and Symantec. Deployed encryption with WinMagic SecureDoc.User Support: Provided user technical assistance across phone, email, and direct interactions, including software and hardware guidance.Issue Tracking: Logged user issues for resolution, escalating complex problems to specialized IT personnel.Training: Conducted training sessions on hardware/software usage for users.Maintenance: Assisted with system and peripheral repair and upkeep.IT Governance: Contributed to the creation and application of IT policies and best practices.Continued Learning: Ensured up-to-date knowledge on tech advancements and industry trends.

End-User Support: Delivered comprehensive support, from first to third levels, for 700+ executive associates. Managed escalations using BMC Remedy and ensured 24/7 availability for senior executive computing needs.iManage Oversight: Managed user security, access control, and handled reporting and analytics.Mobile Configuration: Supported wireless device setups, including iPhone, iPad, Blackberry, and Android. Assisted with Citrix and Cisco VPN configurations.System Expertise: Specialized in Microsoft Windows XP Pro and Windows 7 systems, alongside Microsoft Office versions from 2003 to 2010.Lifecycle Projects: Participated in replacement projects, involving imaging and setting up PCs using Windows Deployment.

Lead Administrator Role: Spearheaded tech support for key departments such as Radiology, Surgical Pathology, and Biomedical Engineering.Software Proficiency: Utilized Remedy for client service documentation, deployed Windows Server 2003, SMS, and Microsoft Remote Desktop for support. Managed challenges with Windows XP and AD/Group Policy.Application Support: Offered desktop assistance for Microsoft Office 2003, Citrix, and Novell Application Launcher.Hardware Operations: Oversaw A/V, desktop, laptop, and peripheral setups, including installation and troubleshooting. Leveraged Norton Ghost 9.0/BartPE for desktop image distribution and data recovery.

End-User Support: Offered robust support for a range of hardware and software platforms.Operating Systems: Managed the installation and upkeep of Windows 2000/XP and Mac OS X, along with their related applications.Hardware Management: Spearheaded the rollout, setup, troubleshooting, and maintenance of desktops, laptops, and peripheral devices.Software Proficiency: Demonstrated expertise in Linux, Apache 2, PHP 5, MySQL (LAMP), as well as in web development using HTML, CSS, and Javascript. Also skilled in server-side scripting, development, and UAT/Application testing.Server Administration: Supervised Microsoft Server and Exchange (2003), handling network and user accounts. Familiar with DNS, DHCP, WINS, and Active Directory, reflecting an expanded skill set from past roles.

End-User Management: Ensured efficient technology operations by overseeing hardware and software platforms for users.Support Team Leadership: Directed daily operations using Track-It software to manage and document client service requests effectively.Operating System Expertise: Offered comprehensive support for Macintosh, Windows 2000 Server, and endpoint systems, encompassing installation, upkeep, and issue resolution.Hardware Oversight: Led the process of installing, troubleshooting, and maintaining desktops, laptops, and peripherals, including their relocation.Web Development & Network Administration: Championed web development using the Linux, Apache 2, MySQL, PHP (LAMP) stack. Administered DNS, WINS, and Active Directory, optimizing network functionality.

Professional Affiliation: Collaborated with top-tier clients at a leading technology staffing and recruiting firm, including Credit Suisse, Goldman Sachs, Morgan Stanley, and UBS.Infrastructure Management: Directed seamless operations in a combined Windows 2000 and Novell Netware Server setting, while supervising the installation and maintenance of Windows/Mac OS systems and applications.Digital Initiatives: Led the design, upkeep, and support for the company's public website and a cutting-edge E-Recruiting platform.Imaging Expertise: Championed desktop imaging processes using the Ghost 9.0 software.Network Development: Oversaw comprehensive network planning, cabling, and the deployment and maintenance of key networking equipment, including routers, switches, and Cisco/T1 CSU/DSU components.Server Administration: Managed a suite of servers, from web and email to FTP and SQL. Efficiently handled the establishment, upkeep, and resetting of network and user accounts.Development & Network Expertise: Demonstrated proficiency in HTML, ASP/VBScript, Perl, and SQL scripting. Ensured optimal network operations with administration of DNS, WINS, and Active Directory.