• Support, troubleshoot & repair all desktop, telecom, smartphone, AV & computer equipment.• Assist with all moves, adds and changes for Telco & computers equipment.• Support all network equipment from the data switch to the actual endpoint, computers, phones, printers and fax machines.• Update the service management system (Servicenow) to track all incidents and requests.• Managed permissions and access (roles, users and groups) with Servicenow.• Develop and manage templates to import updated data.• Built new computer systems & maintained the database for asset tracking.• Created and maintained software images for user PC’s.• Deploy and encrypt laptops for field use.• Setup notifications and alerts with Servicenow.• Coordinate upgrades and changes to the Servicenow instance.• Process Telcom and computer hardware and software test and evaluate new technologies.• Provide technical support to in-office and remote users.• Provide support in MS Windows Operating Systems, all MS Office applications and Active Directory.

• Worked with clients to evaluate and solve technical problems.• Provided resolution for escalated service tickets.• Experience supporting users remotely over the phone and using remote control tools.• Documented procedures for handling different types of cases.• Maintained application support for our content collaboration tool used to help teams collaborate and share knowledge efficiently.• Performed upgrades and migrations.• Handled change requests for updates to staging or production.• Advised and helped users with a PC and Mac. • Configured, supported, and troubleshoot issues involving users with Microsoft Outlook in an Office 365 environment.• Evaluated existing systems and user needs to analyze, design, recommend, and implement system changes.• Developed and maintained all systems, applications, security, and network configurations.• Worked closely with other departments for collaborating IT projects.• Analyzed complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.

• Provides first level support for PCs, standard and proprietary software/applications, network connectivity, and peripherals such as printers, scanners and fax machines• Troubleshoot and resolve technical issues using Exchange / Active Directory• Utilize the company’s issue tracking system to document customer contacts, issues, and requests. Ensures proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues• Installs, configures and maintains user computers.• Develop user documentation to help ensure quality support.• Extensive testing of system fixes and enhancements – Quality Assurance.• Escalate more complex problems to proper staff.

• Software: Software Installation. Virus Prevention. Software Configuration. Windows XP/Vista /7/8/10 Installation/Up gradation. Internet Explorer 5/6/7. Netscape Navigator• Hardware: Repairs, services, and restored parts, boards, and equipment for Dell, Compaq, Hewlett Packard Desktop. Desktop Maintain. Maintenance & Repair. Scanners, Printers, Web-cams, Modems (DSL & Dial-up) configuration. DVD/CD/RW Memory Chips, SCSI/IDE/EIDE Hard Drives• Maintained antivirus software, patches and updates• Demonstrated proficiency with computers and Windows software. Proficiency with web technologies and navigating internet/intranet sites• Strong organizational and problem-solving skills

• Compiles and bills attorney hours to clients every month• Execute complex bills in a timely manner (i.e., multiple discounts by matter, split-party billing, preparation of electronic bills)• Creates and distributes monthly reports• Utilizes computerized accounting and payable software programs (CMS, Excel, Word) to perform duties and responsibilities• Research and respond to inquiries regarding billing issues and problems