Khalil A. Email & Phone Number

New York, United States

- Monitor, respond and resolve time sensitive calls and emails requesting technical support as the first line of communication, for attorneys and support staff. - Identify, research, and resolve technical issues on various device firmware, hardware and software including but not limited to: Windows 10 OS, Mac OS, Android, and iOS. - Document, track and monitor problems to ensure a timely resolution from start to finish; with Fresh Service, Service Camp and MS One Note. - Setup, configure and troubleshoot Windows based PC hardware/software, printers, mobile devices, A/V Conference rooms with MS Teams Rooms. Using: Surface Hubs, Logitech Roommate, Logitech Swytch, TAP, CollabOS, and Crestron devices. Setup mobile work stations and A/V systems operation, maintenance and nightly tests. - Perform user account administration in Active Directory such as access requests, password resets and maintenance of the firm distribution lists. - Perform departmental cross training, knowledge sharing and documentation. - Provide support for the following systems and software: iManage (DMS), OneDrive, MS Office 365, Litera, Aderant Expert, nQueue Billback, Sharepoint, MS Teams, Zoom, Interaction, Condeco, PSShip, BigHand, MS Azure Intune, Mimecast, Nuance, Kofax, MS Edge, Mozilla Firefox, Citrix, Forticlient VPN, Powershell and more. - Inventory. - On-call support after regular business hours and weekends for two weeks per month to answer any emergency service requests for device failure, missing documents, risky sign in security alerts and more. - Triage support tickets and work hands on with Tier 3 engineers to resolve tickets. - Experience with cable patching and servers. - Windows 10 Deployment, device imaging, wiping, and software installations. - Off boarding for departed user accounts. Using Mimecast, MS Azure Intune, Active Directory, Interaction and more to disable active accounts.