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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLETECHNOLOGY PROFICIENCIESSoftware: Nuance, PDF Docs, Adobe, MS Office Suite, Active Directory, MS Exchange, Bighand, Mimecast, Proxy Desktop, Team Viewer, Worksite/Filesite, Compare Docs, Webex, Okta, Front, Microsoft Authenticator, CATO,/VPN software, InTune, SSCM, Sharepoint, Track-It, Service NowPlatforms: Windows 10 and 11, Citrix, Apple iOSPROFESSIONAL EXPERIENCEReed & Mackay, Philadelphia, PAService Desk Analyst, August 2021 PresentOnly analyst supporting both US and international employees as employee base expanded by 30% (US staff grew from 60 to more than 160)Assisted and coordinated 4 office movesCreated and managed user and client accounts and entitlementsDeployed systems to the companys end usersManaged assetsProvided day-to-day hardware and software support for remote staff via ServiceNow and Microsoft TeamsFox Rothschild LLP, Philadelphia, PAService Desk Analyst, March 2019 August 2021, September 2012 April 2015Resolved approximately 200 issues weekly for attorneys and support staff in 22 locations, including company-wide conversion from Microsoft Windows XP to Windows 7Installed softwareProvided detailed information and maintain enterprise problem resolution knowledge baseComplied with all company policies when handing sensitive, confidential, and intellectual property informationWorked with colleagues at all levels to coordinate and prioritize requestsNorthstar Service Group/Comcast, Philadelphia, PASr. Analyst Order Entry Support, July 2017 December 2018Researched and resolved escalations from internal and affiliate channels in support of Sales and Operations Management departmentsEvaluated escalations within CTP/Order Lab and made proactive recommendations to provide highest level of customer careCreated quarterly presentations of issue escalationsDrinker, Biddle and Reath, Philadelphia, PAService Desk Analyst, February 2016 July 2017Diagnosed and resolved 60-100 software, hardware and connectivity issues per weekAssisted with Citrix issues (XenApp and XenDesktop) updating clients and clearing/terminating open sessionsPublic Financial Management, Philadelphia, PAHelp Desk Analyst, November 2009 June 2012Provided first point-of-contact assistance for over 600 users nationwide, as well as network system administration supportTracked and resolved over 9,000 issuesEstablished and maintained all user accounts in Active Directory and MS ExchangeAssisted with password management for network access and Citrix accounts at 32 locationsCreated and maintained 200 distribution lists necessary for business productivityInstalled network peripherals, configured network settings, and distributed desktops and laptopsWrote documentation on support services offered by the Help DeskScheduled hardware repairs under factory warranties or service agreementsFulfilled Webex audio, webinar, and personal conference number requestsTrained users as neededEDUCATION1987 1994 Temple University (Education Major), Philadelphia, PA1994 1995 Computer Learning Center, Philadelphia, PA |
