• Provide level 2/3 white glove support to Sidley’s network of over 1,000 users in our New York, Boston and Miami offices. This includes computer related problems such as inoperative hardware, software and network connections both onsite and remotely via telephone and video conference (Zoom, WebEx, and Microsoft Teams).• Hardware support functions that include, but are not limited to, end user support, desktop support, laptop support, visiting attorney office set ups, and mobile device support. • Perform computer imaging and post image configurations, preventative maintenance, and basic printer troubleshooting working with the vendor on repairs.• Software support functions that include, but are not limited to, troubleshooting of applications that are standard within Sidley’s environment, installation and configuration of software, updates and preventative maintenance, and support of third party applications in coordination with vendors.• Work in conjunction with Sidley’s Learning & Development team with performing technology orientation for incoming attorneys and staff.• Am the Team Lead, in conjunction with Sidley IT colleagues in other regions, in the standardization of technology across all of Sidley’s visiting attorney offices.• Manage the assets that are both deployed and in inventory, as well as maintain accurate asset records for each user and each piece of equipment using Service Now ticketing system. • Coordinate and perform hardware moves, changes and exchanges.• Perform telephone administration for Sidley’s U.S. offices via the Cisco Unified Communications Manager which includes creation and deletion of telephone and voicemail profiles for attorneys and staff as well as training upon request.• Perform hardware/software upgrades, office moves, onboarding/offboarding, emergency assistance for AV conferences and special events.• Manage and process hardware warranty claims and issues, and facilitate warranty repairs with third party vendors.

• Schedule and troubleshoot video conferences for our worldwide Viacom and Paramount offices utilizing Cisco Videoconferencing Service.• Worked directly with clients and technicians across all Viacom / Paramount offices to ensure proper set-up and seamless execution of video conferences. Duties included coordinating schedule changes or alterations to a video conference request and communicating all updates with our local technicians.• Acted as an administrative liaison with the ability to monitor any video conference call happening in the event of a local technician not being available.• Worked in conjunction with other Viacom / Paramount divisions in the escalation and resolution of high impact customer issues including, but not limited to, system shutdowns and software upgrades. • Identification, resolution, escalation, referral, and follow-up on 1st and 2nd level desktop (Windows and Mac) and application issues via phone and e-mail using Service Now ticketing system.

• Received and logged a maximum of 75 phone calls a day from Katz employees and station clients regarding technical issues with our sales products.• Identification, escalation, referral, follow-up and resolution on 1st and 2nd level desktop and application issues (Windows 7 and Mac) via the Helpdesk hotline, e-mail, service portal and in-person.• Setup, configuration and troubleshooting of hardware and software (Windows 7 and Mac).• Perform technical orientations on software enhancements to users both over the phone and in-person.• Worked with third party technology vendors (DDS, Strata, LAN) to resolve customer issues including, but not limited to, system shutdowns and software upgrades.• Recorded, tracked, and documented support activities using HelpSTAR ticketing system.• Assisted on projects within the Helpdesk and other CIS divisions.

• Researched, interpreted and integrated Nielsen ratings and qualitative data such as Scarborough and MRI into dynamic and compelling sales presentations highlighting the power of local television and digital video.• Responsible for day-to-day upkeep of assigned station inventory (programming, estimates and rationale) in Donovan Data System and Strata for 20 local television stations. • Interpreted proprietary panel research and aided in the design of questionnaires for primary research.• Developed and nurtured relationships with account executives, station partners and sales agencies.• Attended weekly sales meetings and kept account executives and sales managers up-to-date on pertinent market research information.• Assisted in training new research personnel.• Participated in special projects as requested by research managers, station personnel and account executives.