Serve as the liaison between Plunkett Cooney and the firms outsourced Help Desk (Intelliteach)Review Help Desk tickets with the Intelliteach Help Desk Team Leader to identify potential issues/trends, discuss upcoming projects, and improve analyst troubleshooting actions.Provide second tier support to 340 Plunkett Cooney employees for issues that require attention or follow-up from Plunkett Cooney's Information Systems Department.Set standard for all department members for follow-up and closure of open tickets, monitor progress, and manage results. Authored 112 knowledge base articles. First point of contact for emergency ticket escalations during business hours.Provide 24/7 on call emergency service at least one week a month.Successfully closed 3864 escalated Help Desk tickets since 2008. 20% of those 3864 returned an optional survey, 96.33% of which rated the service they received as either "Excellent" or "Good". As a member of the Smartphone Working Group in 2010 and 2012, reviewed and tested various smartphone devices including the Droid Incredible, BlackBerry Bold 9650, Droid X, Droid X2, Droid 4, and iPhone 4s. Based on the needs of the firm, recommended the BlackBerry 9650 and the Droid X in 2010 and will recommend the Droid 4 and iPhone 4s in May of 2012. Provided smartphone training to all attorneys. Authored the Droid X User Guide for Plunkett Cooney. Performed user account maintenance including creating, disabling, and deleting accounts using Active Directory..

Designed and implemented new employee training programs. Implemented new learning initiatives such as Lunch & Learns, Anywhere/Anytime Learning, and Weberdy, a learning class based on the game show "Jeopardy". Provide technical support for 95 employees across two offices.

Supported over 450 employees located throughout the United States. Create and update user accounts using Active Directory. Responsible for monitoring backup services. Supported Office 2003, Office XP, Cisco VPN, Altiris Recovery Solution, and BlackBerry hardware/software within a Microsoft XP environment.

Quickly and effectively resolve employee technology related issues. Track call records using an MS Access database. Provided Palm Pilot training for new firm members.