• Used HEAT ticket tracking client to provide 2nd and 3rd level support.• Used Prosperoware Milan administration to provide customers with file and folder access in iManage DeskSite.• Assisted with software, hardware and mobile device issues and escalate, as necessary.• Troubleshoot issues with firm hardware.• Support and troubleshoot video conferencing software.• Used Skype and the SCCM Remote Control feature to aid users working remotely.• Install, reinstall, or uninstall various firm applications.• Reset Avaya system voice mail passwords.• Train on processes of the Support Team, such as turnover reports, resolving tickets entered by employees via the firm intranet and SCCM right click tools.• Used MobileIron assist with firm e-mail access on firm issued iPhones.• Troubleshoot and support firm desktop applications (DeskSite, Microsoft Office Suite, ChangePro for Microsoft Word, Excel PowerPoint, and PDFs) using DocXTools.• Support Aderant (Desktop, Assistant, Expense, Time and OTG) and Workday.

• Used IQTrack ticket tracking client to provide 2nd and 3rd level support to resolve escalated issues from the Help Desk.• Onboard and offboard employees.• AssureSign, Mimecast, BigHand, voice mail and mobile device account administration.• Report common issues to the Training Manager and/or IT Manager to facilitate long-term solutions.• Collaborate with team members to support and manage Enterprise applications and back-end systems.• Troubleshoot desktop software issues.

• Provide technical support to 500+ users and respond to requests, expeditiously resolving issues, utilizing FootPrints ticket tracking client. • Manage and monitor ticket escalations and e-mailed support requests sent to the Help Desk mailbox. • Install and configure various firm related software. • Manage InterAction providing and adjusting access as needed.• Provide mobile support, provision new lines of service and facilitate transfer of financial responsibility for incoming and outgoing lines.• Configure iPhone and Android devices using IBM MaaS360 Administration.• Activate ports for network access to PCs and firm VOIP phones. • Light training on the use and application of various firm software.• Troubleshoot and resolve software malfunctions. Issues addressed included intricate formatting of various legal documents within a Windows 10 Citrix Workspace environment (Microsoft Office Suite 2016, Kofax PDF, iManage FileSite document manager and Mac) via VNC Viewer, WebEx, TeamViewer and provide DocuSign Support.• Craft instructional documentation for IT and end users along with publishing informational articles to the firm intranet. • Hardware (printers, PCs, MacBook, and iMac) and mobile device support (iOS and Android). • Assist with encrypting flash drives and recovering encryption passwords with McAfee and Bit Locker recovery.• Troubleshoot issues with reserving available conference rooms using Rendezvous Core.• InTapp Time Administration, Defender Soft Token Administration, Chrome River Administration.

• Utilizing ITSM Ticket tracking client, logged trouble calls and maintained ownership of the calls until they were either resolved to the customer’s satisfaction or escalated to another area of IT better equipped to resolve the issue, while keeping the customer periodically notified of the status of their issue until it was resolved. • Issues addressed included intricate formatting of various legal documents within a Windows 7 environment using the Microsoft Office Suite 2010 eDocs document manager. • Resolve or escalate various hardware issues, assist customers with configuring firm issued and personal devices to receive firm email via BlackBerry, iPhone, and Android using Citrix Worx Home.• Provided remote Citrix access assistance on Windows and Mac devices. Provided light training on the use and application of various firm software and troubleshooted software malfunctions.• Assisted with setting up GoToMeet and GoToWebinar meetings.

• Utilizing TrackIt Technician Client, logged trouble calls while maintaining ownership of the calls until they were either resolved to the customer’s satisfaction or escalated to another area of IT for resolution. Customer was kept informed of the status of their issue until it was resolved.• Issues addressed included, intricate formatting of various legal documents, light training on the use and application of various firm software.• Troubleshoot software malfunctions.• Limited use of Active Directory to facilitate network access both locally and externally for area attorneys and visiting attorneys from satellite offices, both on-site and off-site. • Support users utilizing Citrix Receiver within Windows 7 environment, hardware issues and Citrix Receiver connection issues.• Support and troubleshoot issues with firm applications (Microsoft Office Suite 2010, Innova macro suite, Interwoven FileSite).• Used Microsoft Lync as an internal messaging application and remote-control agent.• VOIP support and troubleshooting.• Assist with audio/visual equipment set ups and breakdowns.• ShareFile administration.• iPhone/iPad configuration.• support and installation of Citrix Receiver RSA.• Mobile support including the provisioning of BlackBerrys via BlackBerry Enterprise Server 5.0, BlackBerry Desktop Manager and RSA Authentication Manager 7.0.• Manage firm supply of BlackBerrys via Microsoft Excel spreadsheet. Set up, test, and troubleshoot connection issues both domestically and internationally for mobile clients as needed.• Adjust personal and firm supplied BlackBerry service as needed. Liaise with service providers to troubleshoot units and arrange international data/voice access for international travel via secure online access when necessary.

First ShiftDuties: Occasionally coordinate secretarial, floater and temporary staff on behalf of Office Manager including introducing new employees to word processing departmental procedures; coordinate workflow and the production of a wide range of legal documents; examine work product before returning to customer; document scanning; document archiving; troubleshoot light application issues and training of new employees (until a trainer was obtained

Various secretarial duties, which included arranging meetings between project management, MTA officials and Grand Central Terminal officials and produce monthly project reportsAPPLICATIONS:Proficient in the Windows 2007 environment and Microsoft Office 2010 Citrix, RIM BlackBerry software and hardware, BlackBerry Enterprise Server 5.0, Active Directory Users and Computers component, Interwoven FileSite, Metastorm BP, Innova macro suite, Microsystems document discovery tools, laptop support (wireless and modem) of firm and user's personal equipment, Interaction; Track-It! Software, RSA Authentication Manager with soft token installation, Track-It Technician Client, ShareFile account administration