Oversee all aspects of Client Support including organizational growth, overall strategy, development and communication.

• Offer Level 1 & 2 support to traders, analyst and managing directors etc. in a high pressured, time sensitive environment via different channels including desk visits, email, phone, chat support and remote desktop assistance • Responsible for conducting a quarterly Lunch and Learn to the firm with the goal of exposing employees to IT related material that would provide benefit to their daily operations • Maintain the integrity of Citrix portal applications using Citrix Studio and managed/ maintained virtual desktops utilizing the VMware vSphere client • Support market data applications such as Bloomberg, Factset, Eze, Thompson Reuters and Eikon in a Windows Desktop/ VDI workshop

• First point of contact for all internal technical escalations related to the ServiceNow and Oracle Financials systems • Collaborated with process owners to translate business requirements into technical designs within ServiceNow to propose resolutions • Coordinated and scripted suitable system test plans and conducted the testing/ application of new services/ technologies to help automate task within the workplace• Worked with internal controls team through SOX ITGC audit • Performed a weekly data reconciliation using Microsoft Excel to ensure integrity of Oracle Financials • Analyzed/ defined and report on quality metrics monthly to help identify trends

• Assisted with the implementation of the support kiosk (ASKiosk) which improved our support center and also helped reduce the amount of support tickets received by an average of 30% a month • Managed the frontline support platform, ASKiosk, by coordinating shifts, maintaining inventory stock, and executing performance reports for management • Appointed Team Representative, facilitated meetings and served as liaison between employees and management • Provided user education through trainings, knowledge base article creation and maintaining of the knowledge portal • Researched new industry technologies and recommended proactive solutions within the environment

• Responsible for level 1 support and triaging/ escalating tickets to tier 2 specialists as needed • Deployed and maintained of end-user machines in a Windows/ macOS X environment • Supported IT infrastructure-related projects such as, server or network upgrades, office relocations, and special event setups

• Delivered immediate desktop assistance to the local WilmerHale community of over 700 employees including partners, other attorneys, and secretaries of the firm• Researched, troubleshoot, supported, and deployed current and next generation technological devices, services, software and hardware• Contributes to the firm's Service Excellence initiative to consistently improve its image internally and externally. Displays professionalism, quality service and a "can do" attitude to internal members/departments of the firm as well as external clients and vendors via electronic and print correspondence, over the telephone and in-person.• Provided informational instruction to staff and attorneys regarding the best use of firm's technology tools, empowering them to learn and reach the highest level of productivity by minimizing recurrences of user-related issues

• Observed safe ground-handling procedures and maintenance of ground service equipment, including the performance of equipment checks in order to ensure the safety and on time arrival of the aircraft• Operated heavy, motorized machinery/equipment to move baggage, cargo, and catering to and from customer aircraft and guide aircraft into and out of the terminal areas by communicating with pilots and other ground personnel• Responsible for courteous, prompt, accurate and careful handling of airfreight and company material; continuous lifting, loading/unloading, sorting and transfer of baggage, freight and company material

• Responsible for the accurate scanning and packing of home delivery customer purchases• Paid close attention to detail of shopper requests and processed approximately 10 orders a shift• Lifted and carried customer orders, each containing up to 150 items each (weighing up to 50lbs.)

• Prepared meals for customers and provided friendly customer service at concession front and handled monetary transactions up to $20,000 per game• Responsible for inventory control with an emphasis on production needs and making sure the stand operated properly during high volume periods• Managed food preparation and service operations in a concessions unit