Williams and Connolly LLP – Washington DC

User Support Representative – June 2014 – July 2015
• Provide IT support for entire law firm – attorneys and staff
• Responsible for server and security upkeep on weekends
• Provide remote access support (VPN/Citrix)
• Support mobile devices – Android, IPhone, IPads and Blackberry
• Assist with document editing and setup

Deutschland Downtown – Fredericksburg, VA

IT Consultant – January 2014 – Current
• Setup and maintain restaurant network and computer systems/software
• Install and build entire computer network
• Maintain all onsite and remote IT support
• Installed security and surveillance system

Rees Broome – Tysons Corner, VA

Manager Technical Services - August 2013-Janurary 2014 – (Contract position)
• Manage help desk staff
• Maintain budget for IT Department ($1.1 million)
• Saved firm over $82,000 in budget spending
• Upgrade entire office desktop systems from Win XP to Win 7
• Review and grade help desk staff performance
• Maintain and monitor servers and systems
• Maintain contracts with outside vendors

ICMA – Washington, DC

PC Technician - February 2013-July 2013
• Support office and remote users worldwide
• Create and maintain accounts in Active Directory (AD)
• Provide support for IPhones and Droid mobile devices
• Monitor and maintain anti-virus software for the organization
• Maintain all hardware – computers, servers and printers

Steptoe & Johnson LLP – Washington, DC

Senior User Support Specialist – July 2004 – Jan 2013
• Provide technical and desktop support to law firm users
• Support Windows XP, 7 and Office XP/2010, and proprietary applications
• Log calls into the help desk database and maintain accurate records for future reference
• Assist with the setup of Blackberries and other mobile devices
• Assisted with off-site trial computer setup and support
• Taught classes to attorneys and other staff
• Train junior support analysts and provide 2nd level support

Scanning Supervisor/IT Support– June 2003 – July 2004 – Hired permanent
• Managed staff of 5 personnel
• Ran the day to day operations of all scanning operations
• Scanned 10,000-15,000 pages of documents into DocuMatrix for coding
• Point person for all IT issues onsite – (Hardware, software, and desktop support)

Technical Teacher/Help Desk – December 2002 – May 2003 – Contract position
• Provide technical and desktop support to 400+ users
• Support law firm users on a Windows 2000 platform, Office XP, and proprietary applications
• Log calls into the help desk database and maintain accurate records for future reference
• Support the Team Lead when necessary
• Teach IT classes to all attorneys

General Electric Information Services (GEIS) – Gaithersburg, MD

Team Lead/Training Coordinator – December 2000 – December 2002
• Managed a team of 15 analysts and provided support
• Acted as a liaison between the 1st and 2nd level support desk on all escalated issues
• Conducted job interviews and reviewed resumes for all positions on the desk
• Maintained and managed software databases and networked workstations
• Taught technical classes to employees
• Wrote daily reports based on customer service levels and goals
• Trained analysts in the use of Windows, MS-Office, Apple (MAC), and proprietary software
• Provided 2nd level support for Junior Analysts

Help Desk Analyst – September 2000 – December 2000

Practice System Integration – Lorton, VA

Technical Manager/Sales Lead – May 1998 – September 2000

Stream International – Dallas, TX

Senior Support Specialist – May 1996 – February 1997

Customer Service Representative – February 1996 – May 1996

Education

Bachelor’s degree – University of Maryland University College – 1998
English Literature and Government Major

Skills

• Windows XP and Windows 7
• MS-Office 2003 -2013 – MS Word, Excel, PowerPoint, Outlook
• Microsoft Exchange
• Windows Terminal Server
• Active Directory - account setup, modifications
• Vantive/ Lotus Notes/Spiceworks/Remedy/HEAT/Sharepoint
• RSA Setup and support
• Video Conferencing
• Blackberry, Android phone, Iphone, and IPad setup and support
• Setup and support of Footprints call tracking system
• Docs Open/ Imanage – Interwoven – Metadata assistant
• Setup of Wireless networks and routers
• Macintosh computer and Apple Operating System support
• Leadership, management, customer service, and classroom training
• Call center and law firm experience