* Assisted and supported multiple firm-wide migrations including OS (Windows 7 / XP environment), mobile devices, office productivity suites and hardware upgrades.* Trained users on firm supported applications (DTE, Axiom, MS Office Suites, and DeltaView) * Provided training on departmental policies and procedures for new analysts.* Provided 2nd level technical support for 1500+ internal as well as external users via telephone, emails and remote access using Bomgar, Configuration manager remote control, Dameware and Citrix Console.* Provided ad hoc floor support to end users (installing software, slight hardware such as toners changes, paper jams, switching out keyboards and mice)* Duties included troubleshooting technical issues for pre-packaged as well as firm-proprietary software packages such as Adobe Acrobat, Microsoft Office (Outlook, Word, Excel, PowerPoint, Access), FileSite / iManage / MailSite, Wordperfect, Workshare / Deltaview, Symantec, and DTE / DTE Axiom* Resolved network related issues, including document restoration and recovery, password and network issues such as locked accounts, resetting of passwords through Active Directory.* Configured and troubleshooted iDevices, Blackberrys and PDA connectivity issues through Exchange.* Documented and produced training material for Help Desk staff* Heavy support for remote users with citrix and VPN connectivity issues for both Windows and MAC users* Excellent ability to maintain a high degree of customer service