Diana Rivera Email & Phone Number

New York, New York, United States

Greater New York City Area

Extensive team and end-user interaction focusing on maintaining positive relationships between attorneys and support staff. Responsble for the Helpdesk triage including monitoring staff calls/tickets, assigning technical projects, ensuring timely resolutions, customer satisfaction and solving more advanced issues and requests. Identify chronic, recurring technical problems, collect, analyze and disseminate metrics to identify trends and training needs. Interview and train new employees, schedule desktop visits, home support visits and daily staffing.

Greater New York City Area

Serve as initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers and remote technologies directed to the IT Department. Troubleshoot and manage hardware, software and network problems of simple to moderate complexity. Recognize and escalate more complex problems and those requiring more than 10 minutes to resolve to Level 2 support. Log all call activity in the Help Desk database. Follow-up on any calls escalated to Level 2 or assigned to another member of the IT Department.

Supervise Help Desk staff and coordinate departmental special projects. Create and manage user accounts with Nortel Networks and OTM. Assist legal and administrative staff with various applications including MS Offfice 2002 as well as other legal specific applications.