Rick Riemer Email and Phone Number

• Technical support and end-user training for Windows 10/7, Office 2016/2010, DocsCorp and OpenText eDOCS DM applications.• Technical writing & editing, proofreading and editorial services.• Support to network administrator.

• Performed Level 2 technical support in the firm’s helpdesk, providing direct support worldwide by phone, e-mail and floor visits. Worked to resolve issues with Windows XP, Microsoft Office and DMS applications in a fast-paced, multi-tasking environment. • Assessed and resolved issues with malware and potential viruses, made recommendations to users for improved system performance.• Communicated directly and continually with vendors, clients, co-counsel, and firm personnel ranging from operations staff to managing partners.• Worked with network analysts to assess and resolve e-mail, BlackBerry, data, and voice connectivity issues within and across firm offices, and at client sites and users’ homes.• Identified hardware issues and coordinated break-fix repairs with dedicated support contractor. • Managed worldwide use of BlackBerry smart-phones by firm personnel; communicated frequently with AT&T, Verizon and other vendors regarding device orders and service issues.• Devised topical knowledge base of issues and resolutions in Microsoft Word; later integrated content into wiki-style knowledge base using SharePoint; edited wiki articles for format, grammar and syntax; often requested to review documentation before submittal to IT and/or firm managers.• For the Office of General Counsel, devised and managed firmwide procedures to collect data for critical litigation review and subpoena compliance; documented ongoing data-gathering for the Deputy General Counsel. • Mentored Level 1 helpdesk coordinators in customer service, issue analysis / resolution, and achievement of mandated service level standards.• Performed technology piloting and integration testing in concert with developers, business analysts, practice leads, and trainers. • Developed and managed process for timely “green” disposal of computers and PDAs; this process enabled the firm to clear its books of several years’ disposed assets for tax purposes.

• Devised standard procedures manual for a manufacturer of sterile-packaged surgical materials seeking ISO-9001 certification — reviewed fabrication, QA and distribution operations; documented all activities for manufacturing, process monitoring, record-keeping, periodic process and QA review, and continual improvement methods. (This documentation was integral to achieving certification.)• Developed “how-to” documentation for Virginia Dept. of Social Services computer systems upgrade — wrote training materials for staff familiarization with Windows 95 and MS-Office suite; piloted upgrade training and applications testing at Richmond and Newport News DSS offices.

• Enlisted June 1977; served at CGSTA Scituate, MA (Aug 1977-Sep 1978).• Commissioned Jan. 1979; Secret clearance. Editor, Marine Safety Manual Project, Office of Merchant Marine Safety, USCG Headquarters (1979-84).• Training officer for Reserve Units Washington (1986-88), Greensboro (1988-90), and York River (1990-94).• Acting Deputy Commander, Coast Guard Group Portsmouth, VA (Dec. 1991-Feb. 1992) • Officer Candidate School staff, Yorktown, VA (1995-96).

• Tested, implemented and documented Intelection ballot scanning systems for foreign electoral client. Documented system components, assembly and take-down, testing and troubleshooting processes. Assisted translator in converting documentation into Spanish-language edition.• Trained and supported local electoral personnel in three election cycles. Prepared systems for use in-country; oversaw system staging, operation and recovery to central facility; provided election-day technical support in electoral headquarters and polling stations; overhauled systems after use.• Prepared after-action reports and lessons-learned for post-election implementation.

• Helped launch and maintain collateral protection programs in nine states. Reviewed service operations and service satisfaction with lending officers; assisted collateral insurance managers. Met with insurance carrier reps and local agents/brokers to achieve service goals. Coordinated with database administrator and data entry staff to verify borrowers’ insurance, oversaw placement of coverage when necessary to protect lenders’ collateral interests. • Provided ongoing coordination with Federal administrator of failed credit union over 12-month program termination.• Communicated ongoing lender issues/concerns to executive vice president, verbally and in writing.

• In the firm's National Security & Emergency Preparedness Practice, provided documentation services and support for Defense Communications Agency clients. Edited reports and recommendations drafted by practice members (these encompassed a range of National Communications System issues driven by classified Presidential directives and the corporate divestiture of AT&T).• Supported the DCA Director for Emergency Operations in chairing and documenting ongoing activities of military/civilian NCS telecommunications managers and specialists.• Helped develop, document and assess NSEP tabletop and field exercises.