Robin Quick Email & Phone Number

•Serve as the Project Manager regarding the upgrade, design, training and roll-out of the Customer Support Center Ticketing, Tracking and Support System.•Served as the Project Manager for various CSC projects and initiatives to include the successful configuration and roll-out of Microsoft Office 2010; the development, training and implementation of Commission Wide templates that were in-line with the Commissions Re-Organization Project; the design, training and implementation of a Customer Service SharePoint Portal site; the planning and implementation of the CSC Guest Network for Commission Visitors; the planning implementation and training of the Entrust Identity Guard software to allow a more secure method of accessing Commission wide resources remotely and the CFTC IT Applications Training Program. •Manage all activities associated with the project tasks to include planning, progress assessments, quality reviews, implementation strategies, regular user communication, regular staff communication, risk management, and benefits analysis.•Managing contract activities for Digicon Corporation to include serving as the Digicon technical representative and liaison for CFTC Office of Data Technology (ODT) activities. This includes managing and submitting the monthly the financial reports to the agency for review, providing guidance on the contract scope and contract personnel issues, and ensuring quality and timely delivery of scheduled deliverables.•Developing project requirements through a business analysis and workflow design approach involving stakeholder interviews, functional design, business analysis, workflow modeling, change management and use case development.

•Administers Exchange Server environments through Active Directory, Exchange Administrator and User manager across 3 domains.

Washington, Dc, Us

•Resolves Tier II & III incoming telephone requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.

Washington, Dc, Us

•Act as the team-lead for the Desktop/Applications Support team which consists of contracted technical support personnel including a manager (5) and in-house staff (3) and Provide Level 3/4 technical support. •Develops and investigates technology solutions for current and future technology needs throughout the Firm. •Plan the implementation of computer hardware, software and other equipment. •Develop, implement and maintain Quality Assurance and Quality Control procedures to be used throughout the Firm. •Develops and maintains Firm images of PCs using Ghost. •Administer Novell Console One to distribute and manage applications•Develops macros and templates using VB and .NET technologies for use in images and templates and throughout the Firm. •Communicates technical information as needed in a non-technical manner to attorneys and staff. •Oversee the implementation of desktop application patches and version updates.

Washington, D.C., Us

Responsible for developing and implementing the IS Support procedures for the East Offices of Baker & Hostetler LLP and assuring compliance with the objectives of the National IS Department procedures.Responsible for Tier 2 and above level support for users in the DC, NY and Orlando officesReview and approve IS projects both present and future for the East Coast Offices.Review and access the various East Coast Offices IS technologies in regards to cost, reliability and overall user satisfaction.Develop and implement new standards and procedures for IS staff to increase service levels and performance.Develop relational databases to ease common tasks and overall efficiency. (i.e...PC/Laptop Inventory, Loaner Laptop availability and disbursement and other equipment).Created, tested and prepared for deployment the new B & H Desktop Image and Application customizationsInstall, maintain, upgrade and troubleshoot PC's, laptops, printers and other peripheralsIntegrate all network and desktop user applicationsInstall, maintain, upgrade and troubleshoot MS Office and other core end-user applicationsUtilize SMS to ensure that hardware and software is current with patches, updates and security bulletins;Ensure software licensing requirements and purchase additional licenses as neededMaintain an accurate inventory of assets at each local office. Setup and customize various handheld and other end-user computer peripheralsSupport established annual group goals and objectives by which to measure user satisfaction.Adhere to and support the IS Service Level Agreement which articulates uptime and performance commitments to the user community.Work with the Senior Management staff to determine and implement process improvements to further leverage the firm’s investment in technology.Provide Emergency support after hours to resolve hardware and software system emergencies