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Regional IT Support Specialist Resume Example

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REGIONAL IT SUPPORT SPECIALIST
Summary

Ambitious technology professional building on 7 years of experience identifying, troubleshooting, and resolving problems. Demonstrative strengths in computer systems administration and management, possessing an aptitude for varying areas of information systems and service delivery. Ability to make good technical decisions.

Highlights
  • End-User Support
  • Knowledge Management
  • Enterprise Systems
  • Critical Thinking
  • Project Execution
  • Results Oriented
Experience
Squire Patton Boggs LLP (Patton Boggs LLP) New York, NY Regional IT Support Specialist 01/2011 to Current
  • Execute firm-wide rollout of Office 2010/Windows 7 - Schedule pilot rollout, provide input for training requirements, utilize SCCM for software distribution, move users to new GPOs in Active Directory, and set up physical machines in NY and NJ office locations
  • Co-lead Windows server security maintenance windows utilizing SCCM - Set up baselines, schedule deployments, troubleshoot failed patches
  • Deliver proactive multi-level end user support for 1000+ users - Troubleshoot Win XP/7, troubleshoot MS Office 2003/2010, create and manage user accounts/distribution lists/security groups using MS Active Directory and MS Exchange, manage user permissions to share drives located on NetApp, troubleshoot Citrix/Webmail/VPN access, configure RSA software tokens, configure blackberry devices using Blackberry Server Manager, configure Apple and Android devices using MS Active Sync, track issues in IQTrack (sole IT representative in NY location and Dallas, TX location on assignment for 4 months)
  • Manage PC patching and maintenance - using WSUS, owning the scheduling and process for windows updates
  • Align efforts with the central office for end-user service management
  • Document knowledge base articles and scripts for help desk for effective solutions towards proactive service delivery
  • Monitor ticket queues and delegate technicians for prompt resolution
  • Liaise between IT and other firm departments on firm-wide initiatives
  • Create, implement, and maintain standard operating procedures and protocols
  • Act as primary contact for computer hardware and software problems, as well as network emergencies in NY location
Kelley Drye & Warren LLP Washington, DC Help Desk Support Analyst 08/2010 to 01/2011
  • Troubleshoot computer hardware and software Win XP, MS Office 2003, Dell printers/laptops/desktops, Blackberry devices
  • Effective remote installation of computer patches and software via SCCM
  • Conduct hardware rollouts of Dell Laptops and Desktops
  • Maintain server functions, performed Microsoft Updates monthly, monitored event viewer for critical issues
  • Responded to all client requests for technical support by phone, email and face-to-face interaction
  • Documented problem and issue resolutions
Patton Boggs, LLP Washington, DC PC Technician 06/2007 to 08/2010
  • Create and maintain user accounts with MS Active Directory and MS Exchange
  • Improved and update computer images using Symantec Ghost
  • Troubleshoot computer, printer and network problems
  • Extensive problem and issue tracking within in-house system
  • Maintain and troubleshoot Symantec Backup Exec on servers
  • Executed monthly Server maintenance
  • Supported regional offices for IT coverage as needed by traveling to that location and providing sole on-site support
Accomplishments
  • Collaborated with Risk Management department on social media policies, user termination policies, and regional office technical operating procedures - 2013
  • Analyzed current server monitoring that uses MSCOM and work with vendor to enhance service settings and alerts appropriately for growing environment - 2013
  • Organized technical components of refresh of firm website - Following PMBOK processes, communicate and coordinate technical components in scope between the vendor and in-house tech; schedule and assign responsibilities related to hosting, DNS, and content management; provide status updates and prioritize tasks to keep team in line with constraints; conduct user acceptance testing -2012
  • Implemented efficiency procedures for asset tracking - Implement a paper and electronic tracking system, color coded and documented based on the status and movement of all computer assets - 2010
Education
Bachelor of Arts: International Studies May 2009 American University, Washington, DC
MCP / MTA Dell Certified Technician 2011
Affiliations
  • American University Young Alumni Executive Board - Social Media Manager > 2014 - Present
  • ILTA member Participate - Co-Manage the ILTA NYC Connect LinkedIn Group > 2013 - Present
  • Sigma Delta Tau Sorority Held many positions on the board through college and continue to be an active alumna in the NYC area > 2005 - Present
  • New York Cares Volunteer in many capacities and most proud of working with the Urban Upbound computer training initiatives > 2013 - Present
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Resume Overview

Companies Worked For:

  • Squire Patton Boggs LLP (Patton Boggs LLP)
  • Kelley Drye & Warren LLP
  • Patton Boggs, LLP

School Attended

  • American University

Job Titles Held:

  • Regional IT Support Specialist
  • Help Desk Support Analyst
  • PC Technician

Degrees

  • Bachelor of Arts : International Studies May 2009
    MCP / MTA Dell Certified Technician 2011

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