• Supported 500+ applications used by 3000+ users across 17 offices worldwide• Primary escalation contact for advanced end user remote access troubleshooting• Supported Juniper Secure Application Manager, Network Connect, Windows/Mac OS X RDP clients, Citrix XenApp 5/6/6.5 and Citrix Secure Gateway remote access solutions• Privilege Management/Account management Active Directory, Exchange Server, DM Doc Manager, Blackberry Enterprise Server, RSA SecurID, service-now.com SAS, Global Crossing Ready Access teleconferencing, Accellion Secure FTP services, GOOD mobile email services, AirWatch mobile email services, eFax desktop faxing service, Microsoft Sharepoint, Juniper FTP, Google Postini spam filter, Axway Mailgate, Citrix Management Console, Hummingbird/OpenText DMS (DMAdmin, Winctools), CarpeDiem Admin, InterAction Admin, ADUC, Exchange Management Console, Meeting Room Manager webapp, and various management applications built specifically for Morrison & Foerster.• Experienced with Microsoft Office Suite (97-2003, 2007 and 2010), troubleshooting formatting and corruption issues in documents, MacPac Macro Suite, Adobe Professional, SCCM, CarpeDiem Time Entry, Workforce Timecard, Outlook web Access, RDP, various FTP and Virtual Data Rooms (VDRs) (e.g. Intralinks)

Short-Term IMACs/ Moved all employee machines to new building/troubleshooting as needed.

Perform desktop level 1, 2 support related to installation, maintenance, and upgrade of computer hardware, software, and related peripherals. Maintain a wide variety of computer, printing, display, passenger interface, communications, and specialized equipment throughout United Airline's domestic and international terminal space, offices, and Maintenance Operations Center.Manage user network account privilege access. Direct hardware deployment functions for new and repaired systems, ensuring devices are installed in the appropriate location.Conduct regular preventative maintenance and proactively resolve issues identified during rounds to prevent larger system failures.Prioritize incoming support tickets from help desk entries, email, phone, and in-person requests and allocate resources appropriately.Efficiently identify, troubleshoot, and resolve desktop related hardware, software, network, and connectivity malfunctions to minimize disruptions and inconveniences to passengers and employees.Maintain accurate record of all aspects of support queue activity, including but not limited to original issue, method of diagnosis, resolution, follow-up action, and all communication with customers, team members, management, and vendors.Document methods utilized to resolve new or complex issues that have no established resolution procedures and communicate findings to appropriate staff.Manage large inventory of equipment, spare parts, tools, and software, ensuring immediate availability of any item required to resolve all issues.Train end users how to identify and resolve common or minor issues and operate various software programs via email, phone, or in-person.

Assisted clients in determining cost effective computer solutions to meet their individual needs.Set up, configured, and trained clients how to operate unfamiliar systems.Installed new software on existing systems, familiarizing clients with nuances of upgraded programs.Received help desk support tickets, diagnosed problem, and assisted clients with resolving issue.Updated and maintained help desk support log and inventory.

Configured new user accounts, including Microsoft Exchange mail setup, account access management, and user groups, updating all aspects of user accounts as their role and needs in the organization changed.Set up and configured computer systems, training employees when necessary.Procured workstations’, imaged, tested and maintained inventory and location of all systems.