Martha Connor Email & Phone Number

Greater Boston Area

Member of 5 person team supporting business critical applications and systems for over 200 users in fast-paced high-availability environment. Beyond day-to-day support, responsible for key projects:* Managed the IT-related new hire process from creation of user accounts, coordinating application access, granting network privileges and security access, to on-boarding of new employees. * Responsible for 350+ mobile device accounts on multiple vendor platforms including inventory management and peripherals purchasing. * Oversaw company's meeting management system by maintaining system resources in Outlook and Exchange administration platforms, and liaising with administrative support teams to ensure timely and comprehensive meeting service needs are met.* Charged with first-line oversight for ensuring timely communications to the organization of all IT-related changes, incidents, and updates. Published notices, articles, and newsletters to ensure employee awareness of developments in the information technology department affecting all aspects of business systems.* Reduced costs and maintained inventory of peripherals for desktop setups, mobile devices, and accessories. Identified innovations and lower-priced alternatives by constantly researching market for new devices and products.

Greater Boston Area

Promoted many times in User Support, providing IT help desk support to distinguished global law firm, serving over 1500 employees with all aspects of computer support from a centralized call center. Analyzed and resolved desktop and network problems to keep internal clients working; identified trends to provide long-term solutions and training recommendations. The user community would seek me out personally for quick problem resolution, because of my customer focused attitude and my ability to explain technical information to non-technical people with compassion.

Greater Boston Area

Created documentation and troubleshooting articles for internal knowledge base used by IT staff, providing a resource for quick resolution of all requests coming to the help desk. Recognized for exceptional customer service and awarded “Help Desk Agent of the Year” in 2004 and 2006.

Greater Boston Area

Documented and managed reporting of help tickets in call center systems, providing statistics to management and identifying areas for process improvement and training initiatives. Charged with maintenance of user access and timekeeper accounts in Elite Enterprise client management and billing systems. Member of IT support team on legal billing upgrade project, key user liaison for testing, training and acceptance.

Greater Boston Area

Triaged incoming Help Desk service requests and problem reports in fast paced law firm IT support center.Led a team in creating an on-boarding process for new help desk staff, which became the standard for getting new team members quickly prepared to be productive contributors of quality help desk service.Trained and coached new call center staff to ensure consistent service to the firm and ensured that best practices were consistently followed by the team.