• Aid with new arrival and termination set-ups and procedures.• Aided with iManage troubleshooting and document Unlocks.• Maintained telecommunication collaborations for Zoom and Zoom Rooms in all 32 conference Rooms, resolve their issues and complete setups.• Aided with new hire training on core applications and initial usage of firm resources.• Created documentation for procurement intake and deployment.• Assisted with firm floor moves related to building renovations.• Aided with questions on OpenPath – building security pass access.• Collaborate with Team members on pending and future projects related to software deployment and or upgrades.• Participated in Post Patch testing for monthly system and security Maintenances.• Assisted with Printer Management• Resolved issues related Active Directory password resets.• Resolved Citrix connectivity issues.• Troubleshoot general Microsoft software products such as Windows 10, MS Applications, Outlook email, and Teams.• Knowledge of Virtual Desktop Infrastructures and server-side monitoring.• Support of Mobile Devices such as iPhones and or Androids and their set-up on MFA and Intelligent Hub (iPhones)• Active Directory creation, modification, and deletions from Organizational Units.• Migration of created Email accounts from On-Pem to the Cloud (Azure)• Mimecast assistance – Searching of data and exporting data• Reimage laptops after image creating from WSD and testing to make sure applications work properly before deployment.

- Taking inbound phone calls and chats to provide basic to complex credentialadministration/password, computer setup and configuration.- The ability to use existing knowledge base content from Service Now to search for knownsolutions and implement work arounds.- Utilizing the ticketing system of Service Now to create, edit, escalate and close Incidents andInteractions.- Followed directions with great communication skills processing large amounts of information forthe customer in a focused, friendly manner in the fast-paced, high volume environment.- Effective triage of the problem, efficient use of solution tools, and use of escalation processes toquickly resolve or escalate incidents that require further subject matter experts.- Common call/chat assisting with encryption password and active directory passwords, remoteaccess questions from a predominately work from home customer base, software installs, printersetup and other peripherals.- Knowledge of an ability to troubleshoot general Microsoft software products such as Windows10, Windows security updates/patching, O365 , Outlook email, Teams, Jabber and Skype.- Knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhonesand or Androids.

- Evaluate and analyzed documented process. Captured those processes for in-house training forIT Staff, Firm arrivals and recertifies.- Created training modules for continuing education and New Hires- Assisted with the implementation of Work 10 - Recovered and troubleshoot iManage issues- Reviewed and collaborated on SQL Queries for the iManage Databases | Troubleshoot iManage issues- Assisted with Imports and Exports of requested documents from the DMS (DocumentManagement System)- Documented and executed issues through the ticketing system; Maintained a daily SLA requirement per the Firm- Configured, created, monitored, maintained, and updated the databases for the Intranet Databases, OneDrive, iLMS, and iManage applications.- Calendar New Arrivals, and Departures for IT account creations and deletions.- Configured and maintained telecommunication collaborations for all 10 offices and voicemails (Jive network and CUCM – Call Manager)- Troubleshoot Voicemail Issues with Text to Email relays in CUCM - Cisco Call ManagerServices.- Assisted with VPN troubleshooting and configuring Mobile Devices- Support scheduled software installations and upgrades for Windows 10 OS; researchinconsistencies and implement resolutions.- Level 1, Level 2 and Level 3 support utilizing Service Now as the primary ticketingsystem.- Managed, inventory, toner and order supplies and other hardware requests for the IT Department.- Configured and monitored the iLMS (Security Portal); reviewed needed security modules.- Created, moved, configured, and deployed the imaging of desktops and laptops.- Executed document processing requests and answered any software related questions.- Created Audio and Video conversions of requested projects as needed.

• Configure, create, monitor, maintain, and update the databases for the Sharepoint, Innova, IQTrack, the Firm’s Intranet Databases, Sharefile, One Drive, iLMS, and iManage applications. • Create, and facilitate training modules for new arrivals receiving Technology training.• Calendar New Arrivals, and Departures for IT account creations and deletions.• Configure and maintain telecommunication collaborations for all 10 offices ( Jive network and CUCM – Call Manager)• Support scheduled software installations and upgrades for Windows 10 OS ; research inconsistencies and implement resolutions. • Provide Level 2 and Level 3 support utilizing AutoTask as the primary ticketing system: meeting required SLA.• Assist with endpoint user desktop application installation, maintenance and troubleshooting including: Secure access, MS Office, Windows, iManage, Secure print and Mimecast.• Manage, inventory and order supplies and other hardware requests for the IT Department.• Support users who need document processing and answer any software related questions.• Assist with document recovery in iManage and server side.• Assist with Importing and Exporting documents from the DMS (Document Management System)• Configured and monitored the iLMS (Security Portal); reviewed needed security modules.

• Provide First Level and Second Level support while responding to email or phone calls from attorneys and other staff members to resolve application, phone, printer, or computer problems in real time.• Monitor, maintain, and update Access, Sharepoint, Innova, IQTrack, Intranet Databases and Sharefile• Process IT helpdesk requests for system access, logins and a variety of computer related issues.• Escalated specific issues to the appropriate team members following standard protocol. (ie Network Admin)• Work with users remotely to troubleshoot and resolve their issues.• Perform scheduled software installations and upgrades.• Assist customers with desktop application installation, maintenance and troubleshooting including secure access, MS Office, Windows, iManage, Secure print.• Assist with moving, setup, configurations, deploys and imaging of desktops and laptops.• Engage in a range of special projects and initiatives.• Manage, Inventory and Order toner supplies and other hardware requests for the IT Department• Support users who need document processing and answer any software related questions.• Assist with the creating of Audio and Video conversions and projects as needed.• Configure and profile new users computers for deployment • Create and deploy new images for the current Desktop and Laptop Models• Configure, create and route extensions for office phones and external numbers for remote users through Cisco Call Manager Services• Troubleshoot Voicemail Issues and Text to Email relays with Cisco Call Manager Services

• Provide First level Technical support to law firm users for troubleshooting problems such as Pinter installs, Password resets/Account unlocks (AD), Provide RSA Key-fob Assistance, iPhone, Blackberry, Mac OS.• Respond quickly, receive calls and give solution to that issue or request in a timely matter.• Able to handle work simultaneously by assisting the end-user and provide good comprehensive ticket documentation for IQ track ticketed system.• Usage of Remote tools such as ,VPN, Proxy Master, Citrix, Windows RDP, Go-to-Assist, Team-viewer & LogMeIn • Troubleshoot all versions of Word, Outlook, Power-point, Excel, (add-ins: Macro packages, Document Management Systems Integration, File-site, Worksite, Hummingbird) including document formatting and Editing, Adobe Acrobat Pro, PDF converter.

• Managed and supervised the activities of regular associates and temporary workers while assessing and scheduling production schedules. Ensured that calls are processed in strict adherence to established policies, procedures, and quality standards, as well as any federal laws and regulations.• Deterred, identified, and analyzed theft in the forms of internal and external shrinkage. Execute business plans to deliver desired sales and profit and excellent quality Customer Service.• Interpret the company’s policies and procedures to ensure compliance, evaluate and assist in administrative, and maintain records.