Nina Sanchez Email and Phone Number

• Los Angeles office IT manager, supporting both Century City and DTLA offices.• Provision and deprovision the office hardware and equipment.• Onboard all new hires and provide the initial technology training.• Provide onsite IT support at firm retreats and executive committees.• Level II contact for user issues escalated from the service desk.• Assist network engineers with installing equipment for offices in my region.• Support all A/V needs in the Los Angeles offices.• Provide assistance as needed for home network issues for remote users.• Assist with the rollout of new applications and technologies.

• Provide tier I-III technical support to all users of the firm’s computer, telephone systems, and other technical systems via phone, email, and in-person assistance.• Provide remote trial support, on-site trial support and other off premise support as needed by the law firm.• Create quick reference guides for attorneys and staff to utilize for new and existing software. • Train users on all new software and systems via one-on-one coaching, support assistance, and documentation deliverables.• Image and QA firm laptops and desktops for attorneys and staff. • Setup, deploy and provide mobile iOS and Android device support. • Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions. • Research and resolve hardware/software problems with other IT staff or outside vendors. • Establish and maintain the firm’s working Knowledge Base system within ServiceNow, the IT Service Management software.• Create quick reference guides for attorneys and staff to utilize for new and existing software. • Maintain the firm’s hardware inventory system with asset tag and tracking solutions.• Support conference room A/V equipment utilizing conferencing software.

- Assist clients with successful usage of the CallRail call tracking software by ensuring all setups, including third party integration are correctly implemented and dynamic number insertion is working as designed. - Provide clients with technical and non-technical information in a timely, accurate, and courteous manner via means of telephone, email and chat. - Clearly and thoroughly document all client contact in the ZenDesk web based client management system. - Utilize GoToMeeting for any remote assistance.- Assist in the success of client proficiency by providing engineers and the product team any updates needed for or online support articles that will build in client education and more efficient product usage.

- Provide advanced technical and informational assistance to firm end-users in a timely, accurate, and courteous manner.- Install new software packages on both Firm desktops, laptop and tablets, and assist users with getting started and becoming self-sufficient with firm technology.- Document software installation instructions and applications that are customized for the firm and implement selected software.- Perform requirements planning and product testing to ensure that developed products meet design specifications and are within total quality management limits and standards.- Primary contact for Business Development applications such as Interaction, Survey, TIKIT and other high priority business development applications. - Utilize Microsoft System Center Configuration Manager to image hardware and create/deploy software packages for installation.- Remain current with enhancements made to firm supported software packages as well as other packages that might be beneficial to the firm in the future.- Document any and all defects into a problem management tracking system.- Write new test plans, test scripts, and provide weekly status reports on assigned project progress.- Assist project teams in defining requirements and explaining defects.- Provide one-on-one instruction on the use of new firm supported software applications as applicable.- Responsible for the completion of assigned project deliverables and identifies implementation issues in a clear, thorough, and timely manner.- Work collaboratively and build relationships with other project members and third party consultants.- Maintain client software support for all Microsoft Office and Business Development applications firm wide.

- Provided client support to attorneys, professional staff, and IT technicians for 16 office locations within the United States, China, and Hong Kong- Performed user account administration tasks including, deprovision and making changes to user profiles through ActiveRoles- Used Microsoft System Center Configuration Manager and iMX to deploy software packages for installation- Provided second level support for remote technology (VPN and Citrix)- Maintained client software support for all enterprise applications firm wide- Diagnosed client technical issues and performed preliminary research using all relevant resources- Utilized IQTrack systems to maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities

- Provided client support to attorneys, professional staff, and IT technicians for 9 office locations - Performed troubleshooting for 125+ applications on Windows XP, Vista and 7 platforms- Tracked client calls to identify opportunities for improvement- Managed client relations which required client contact- Document handling and preparation of general correspondence to customers - Maintained records of data communication transactions, problems and remedial actions taken- Supported secure internet website which required user level authentication- Trained and supported users during rollout of any new applications

- Managed a team of analysts in the day-to-day operations handling customer requests for service- Coordinated removal of end-of-life equipment to ensure proper disposal, recycle and surplus and to update asset inventory records- Performed evaluations and provided feedback on calls and tickets created by the analyst.- Coached all analysts to build skill level and assisted with team motivation- Performed client ticket escalations and contact emergency overnight support as needed- Directed workflow in order to achieve and maintained Service Level Agreements.

- Answered the Help Desk phones in a courteous and friendly manner and followed IT procedures- Provided the highest quality help desk support to Law Firms and Legal Intensive businesses- Maintained and protected confidentiality- Served as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.- Closed 80+ incident/service request tickets per month- Supported equipment issues and utilized remote connectivity tools for distance users worldwide- Re-imaged desktop equipment using Proxy, NetSupport, DameWare, and Timbuktu- Supported requestors’ communications devices (e.g., Blackberry and iPhone)- Reviewed tickets to confirm ownership and established priority for completing ticket work requests- Applied operating system updates and patches- Assigned permissions using group policies to ensure proper security levels