Marie Pierce Email & Phone Number

Cleveland, Oh

Squire Patton Boggs is an international law firm headquartered in Cleveland, OH which provides legal counsel for diverse mix of clients, from Fortune 100 and FTSE 100 corporations to emerging companies and from individuals to local and national governments. IT Support ManagerReporting to the Director of Technology, primary objective was to supervise 7 IT Support analysts. The Service Desk provided computer, software, and network tier I and 2 technical support to employees worldwide. Specific responsibilities and related accomplishments were:• Supervision of staff included hiring, training, scheduling, providing performance reviews, corrective action reviews and firing. Created orientation training.• Defined departmental processes and procedures to streamline workflow.• Implemented a new ticketing system and knowledge database.• Developed recorded training sessions and documentation to improve customer support and first contact resolution.

Daegis, is a national eDiscovery solution provider which delivers both resources and technology to reduce cost of litigation support.Sr. Project ManagerPartner with the client to tailor workflow processes throughout the lifecycle of their project. This includes managing client expectations, coordinating work efforts with internal departments, and maintaining client data in a customized database.

PLATINUM TECHNOLOGIES a Brennan Holdings company, is a national provider of technology resource solutions specializing in delivering and supporting key technology initiatives on both local and national levels.Field Support ManagerReporting directly to the President, primary objective is to manage 2 desktop support staff and 19 contracted field support technicians. The Field Support team delivers new hardware and software technology to nationally located schools and companies. Primary duties include* Supervision of staff included hiring, scheduling, auditing, performance and corrective action reviews.* Liaisoned between business analysts, development, network support, helpdesk, and contracted staffing partners and clients.* Developed orientation training, instructional guides, and knowledge-base documents to ensure consistent delivery and installation of technology.* Wrote standard policies to support changes implemented by network teams.* Defined standard processes that integrate mutual efficiencies for both staff and clients.* Managed distribution of staff’s daily and project assignments.* Reported work completion statuses to Management teams.

Formerly Christian & Timbers, CTPartners is a $120 million executive search firm with 20 offices worldwide.Reporting to the CTO, primary objective was to supervise 5 Helpdesk analysts. The Helpdesk provided computer, software, and network tier I technical support to employees worldwide. Specific responsibilities and related accomplishments were:* Supervision of staff included hiring, training, scheduling, providing performance reviews, corrective action reviews and firing. Created orientation training.* Defined departmental processes and procedures to streamline workflow.* Wrote requirements for new Helpdesk tracking system. * Implemented inventory tracking control procedures for hardware and software.* Developed a database in SQL Server maintaining vendor contracts. These contracts were either to engage consulting firms or purchase and/or service hardware and software.

Technical Customer Service Supervisor, Litigation Services, Cleveland, OH, 3/06 - 1/07Technical Customer Service Lead, Litigation Services, Las Vegas, NV, 9/04 - 3/06As a working supervisor, managed 4 Helpdesk analysts. This included hiring, training, scheduling, auditing expense reports, providing performance reviews and related corrective action reviews and firing. Customer Service Representative, Litigation Services, Cleveland, OH, 1/99 - 9/04Fielded numerous request and queries from law firms nationwide. Responded to client Requests for Proposals, participated in client planning meetings, configured Oracle databases, provided related network administration, wrote technical and end-user documentation, deployed software applications and client training. In addition to the functions above, other continuous responsibilities included: Quality Assurance Tester, Network Administration, and Data Related Support.

* Supported 300+ employees. * Installed and upgraded computer equipment and software, optimized workstation configurations.* Managed barcode billing server, database, dialup receivers, and modem connections.

Solely responsible for all internal technical training;* Wrote user manuals, designed quick reference tools and created video training for laptops. * Administered the technology training rollout to 48 offices, including managing a $2 million budget, directing training consulting firm, coordinating training schedules with offices, customizing training material. * Trained 12 Helpdesk staff on Windows NT Network Administration.Helpdesk Support Analyst, 6/89 - 6/98 Supported 1,100+ internal customers' hardware and software inquiries. Secured company data by managing the backup tape verification and off-site rotation processes.

Provided customer support and training to internal employees for a new claims reporting system, which includes problem research and resolution, and report management.Electronic Data Processor, 3/89 - 4/89Investigated new technologies for the Commercial Claims Department.Claims Department Typing Supervisor, 11/86 - 3/89Managed 7 typists, including hiring, training, scheduling, auditing expense reports, performance reviews, corrective action reviews, and firing.Claims Department Administrative Assistant, 3/85- 11/86 Maintained executive's schedule, arranged travel, generated management reports and graphic illustrations of statistics.Insurance Policy Underwriter, 9/81- 3/85Rated new insurance policies and processed endorsements and cancellations. Resolved policy issues for sales team, agents, and clients.Sales License Administrator, 6/78 - 9/81Liaised between agents and State offices ensuring sales licenses were filed properly.

Itil Foundation 2011, Certification

ITIL Foundation 2011 Certification

Diploma, General Studies

Education record