I have sixteen years of law firm experience with the last thirteen years specializing in the development/programming/administration of the case management platform CaseAware. I am proficient in all phases of programming CaseAware to the individual needs of states, clients, and above all the specific law firm requirements. I am experienced in CaseAware integration, sequence building, automation, template building, troubleshooting and strategic planning. My goal as a CaseAware Administrator is to increase profits through automation, streamlined and efficient processes.

CaseAware Administrator responsible for all application phases (build, testing, implementation, support, troubleshooting, maintenance, enhancements, user training).• Responsible for building, editing and troubleshooting sequences• Customized application to meet state, federal and client requirements• Created user accounts, assigned group assignments, group security policies• Configured client integration• Designed customized reports and legal documents• Step automation (auto doc generation, auto step completion, auto BK and military searches)• Template building and editing meeting requirements set by business, Federal, State and Local government requirements• Automatic email/messaging, automatic document generation• Set up CaseAware billing charge type, charge amounts and billing triggers• Trained the user community on CaseAware usability as well as new features/enhancements as they were added

Application Support Manager for a large law firm (~950 user accounts). Trained and supervised application support team; scheduled and coordinated workload. Resolved client issues directly when escalated by team. Assessed client needs and implemented solutions.• Supervisory experience directing technical support teams • Sixteen years of support experience providing software, hardware, client/server and networking technical development and support• Eleven plus years of technical support experience in a law firm environment• Optimized workflow through the integration of client applications: LPS, VenderScape, Serengeti Tracker, SoftPro, SoftPro Select, WALZ, SCRA, Provest, AACER, PACER• Proven success providing excellent customer support in high-volume work environment• Demonstrated strengths in diagnosing, troubleshooting and resolving client issues within SLA’s• Responsible for the coordination of workflow and scheduling for support team members; implemented the installation, development, specialization and maintenance of the company-wide case management software package which provides detailed reporting, tracking and planning functions resulting in dramatic firm cost savings benefits• Provided end-user application training including continuing education training for system updates and enhancements• In-depth knowledge of information technology systems, system application, monitoring tools and techniques• Comprehensive knowledge of information modeling tools and standard computer operating procedures• Possess strong troubleshooting, analytical, and communication skills• Hands-on experience in project management and developing application framework for various projects• Ability to work in a dynamic environment and handle multiple tasks to meet deadlines

Team lead for Desktop Support Team responsible for new user account creation, setup and configuration. Responsible for all aspects of desktop support including:• Installation, configuration and testing of hardware and software• Onsite and remote analysis of computer and network issues• Resolution of issues with hardware, software and peripherals• Installation, configuration and upgrade of operating systems and business-need software• Software conflict resolution including virus scanning and removal• Facilitation of internal office moves, updating all systems as necessary

Fixed wing and rotary wing mechanical/electrical repair and maintenance.