Skills:

Email Applications: Outlook, Lotus Notes, GroupWise, Netscape

Windows Platforms: Windows 7, Windows 9x, NT, 2000, 2003, XP, Vista
Windows Applications: Office 2010, Word, Excel, Power Point, Access
Law Applications: Filesite 8.0, Mailsite, Interwoven, iManage Desksite 6.5, Pro
Law, Hummingbird Document Management system, Portable 32, Crosswords, iCreate, i
Scrub, iRedline and iDocID macro system, Hotdocs, Hotdocs PDF, LegalKEY Records,
Intem, Enhanced Time Entry, Juris, Taxdocs, Deltaview, Redax, ISYS, Lexis Nexis
, West Law, Ecopy, TraxOpen, LegalKey, AIM, IP Master, Perfect Law Document mana
gement system
Other Applications: Word Perfect 12, Adobe Professional, Visio, Micromedia Dre
am Weaver 3, Xvision, Crystal Reports, Photofinish, HummingBird Exceed, NFS Mes
tro, Citrix Neighborhood, Expert Advicer, Form Flow, Infoflow, Meeting Maker, Me
ssage Manager, Stars, Remis, Call link, Act, Slick, Sequencer, Abra, Spotfire, G
lovia, DCAMS, Reflections/MANMAN, ManageSoft, iNet, Softwise MacroSuite, Swiftwr
iter, WestCheck 4.52, InterAction 5, Summation Blazer, Intelli-sync, Handspring,
Constructware, Optika, Acorde, JDE, BizFlow, MS Office Communicator, Reference
Manager, Endnote; Print Key; Suddan; SAS; TABS32; Sharepoint; File Maker Pro, F
rontpage, ISAIC, Sunflower, Quosa, Sudaan; Pointsec for PC's, Symantec Ghost
, Backup Exec, SharePoint 2007
Remote Software: Citrix, RAS, VPN, VNC, DSL, Dialup, Desktop Authority, NetOp R
emote Control, Internet, Intranet, PC Anywhere, Net Meeting, Alta Vista Tunnel,
Internet Service Providers, Wi-Fi software, Office Communicator, Remote Assistan
ce
Tracking Software: Remedy 7, Track-it, Magic, Peroguin, Manage Now, Lotus Notes
, IQTrack, cSupport
Backup Software: Arcserve Backup tools, Vertis backup Tools
Hardware Supported: Dell, IBM, Toshiba, Compaq, HP laptops and desktops; HP an
d Dell printers; Scanners, Ecopy machines, Label makers, Blackberry and Palm Pi
lot devices, Wi-Fi devices, VOIP and Cisco phone systems, Hubs and Routers, Tel
e-conferencing equipment, External Hard drives, Secure Thumbdrives, Installs and
upgrades.
Networking: Active Directory, Novell, NT, SCCM, Console One, Lotus Notes Admini
strator, BES Administrator, TCP/IP for Internet connectivity. Configure DNS, Sub
net Mask, Gateway, WINS, Computer Naming/Profiles, and Rights to the computer.
Virus Software Tools: Nortons Utilities, Symantec Utilities, Mcafee Tools, Spam
software

Professional Experience:
IT Specialist --- Contractor
10/10 to Present
Freidman & Williams -- Fish & Richardson, LLP
As IT Specialist I am responsible for network support, administration, maintenan
ce and office support. Maintaining and supporting workstations and local area ne
twork servers within a single office as well as resolve issues with application
connectivity and processing throughout the firm to maximize firm-wide productivi
ty and minimize system downtime. Also provide orientation training to users and
be asked to support daily operations off-site such as in trial locations. Take
ownership for all workstation deployment and user support requests within the lo
cal office including occasional after-hours work. Managed the local PBX system
with support from the central telecom team. This includes additions, moves, an
d changes to the phone and voicemail system. Daily management, monitoring, and
troubleshooting of 3-5 Windows-based servers and user applications within a sing
le office. Implemented and controlled the daily data backup and restore operat
ions based on departmental policy. Configuration, support, and troubleshooting
of servers in other offices as well as enterprise-level applications as a team m
ember within the overall IT department. Implementation and integration of new
applications/systems with support from other IT staff. Supporting: Windows 7,
Office 2010, ProLaw, RFID, Matter Intake, Adobe Pro 9, Citrix, Active Directory.

Sr. Helpdesk Technician --- Contractor

9/10 to 10/10
Legal Placements, Inc -- Staas & Halsey, LLP
As Sr. Helpdesk Technician responsible for providing various types of technical
expertise for Staas & Halsey partners and support staff. Such as; Desktop suppo
rt, Printer repair, Blackberry, Active Directory, and remote troubleshooting.
Assisting end users to independently resolve problems concerning system function
(s) which have been received through email or voicemail. Assisting with comput
er installs, moves, adds, and changes as requested. Troubleshooting Office 2003
/2007 suites, AIM, IP Master, Perfect Law Document management system, Windows
XP, etc.,
Systems Analyst/ Team Lead ---- Contractor
2/09 to 9/10
TechTeam Global Solutions --- National Institute of Health
As Team Leader I am ultimately responsible for NHLBI Director's Office and Execu
tive Staff.
Create an environment oriented to trust, open communication, creative thinking,
and cohesive team effort. Delegate team tasks as needed; manage end-user confli
cts so that problems are resolved constructively. Motivate and inspire my team
members, celebrate team member accomplishments\exceptional performance. Assur
e that my team addresses all relevant issues within the specifications and vario
us standards. Escalate issues which cannot be resolved by my team.
Provide guidance to my team based on management direction. As Systems Analyst
responsible for troubleshooting hardware, network connectivity, and software is
sues in a very diverse, mixed administrative, and scientific research environmen
t. Responsible for tracking calls in Action Remedy tracking system, resolving
desktop\laptop issues and some network related problems, including: Windows XP;
Office XP; Office 2003 productivity suite; Adobe Pro; VPN; Remote Desktop; Wi
-Fi configuration; Novell Netware client and Zenworks desktop management agent;
network printers; Physical network related issues: cables and drops. Office Re
mote Assistance is used to connect to computers for repairs as well. Keep upda
ted records of loaners; dell service repairs; building inventory; wiped machines
; deployed equipment; etc.,
Helpdesk Analyst ---- Contractor
06/08 to 12/08
TEK Systems --- Clark Construction Company
Responsible for supporting all Clark Construction Headquarters offices, job site
s, nationwide regional offices, and construction partners. Assisted in answeri
ng all questions from helpdesk callers; walk-ins; and remote users. Also respo
nsible for trouble-shooting and repairing hardware/software technical issues rel
ated to laptops/desktops/printers/etc. Assisted end-user's with NEXTEL / VERISO
N porting and Enterprise activations. Added new user's to the BES server with n
ecessary configuration to accounts. Escalated problems to Level II and supervis
or based on department operations and procedures as necessary. Tracked all inc
oming technical support problems using Lotus Notes ticketing system and other sy
stems as required. Assisted in creating new user accounts in Active Directory,
Constructware, Lotus Notes and JDEdwards. Supported mailbox quota increases and
compacted mail files as needed. As Dell Certified Technician made sure all del
l computers under warranty received all replacement parts in a timely manner acc
ording to repairs needed. Responsible for imaging and configuring Dell Laptop/D
esktop machines with MS/XP platforms. Assisted with deskside support as needed.
Supporting Lotus Notes, Office 2003/2007 Suites, Adobe Professional, Construct
ware, JDE, Optika, Acorde, and Network printer installs via the internet.
Technical Support Specialist -- -- Contractor
6/07 to 6/08
Legal Placements, Inc --- Sidley Austin LLP
Supporting Attorney's Office and supporting staff. Assisting with imaging and i
nstalling personal computers (Windows compatible), printers, BlackBerrys, and ot
her computer peripherals. Assisting end users with resoltions to computer relat
ed problems such as inoperative hardware or software, including network connecti
ons. Assisting the IS Manager in developing computer projects. Assisting with
work projects such as; converting to new hardware or software. Installing and t
esting software packages and upgrades. Testing network connections from Hub Uni
t to the PC, ensuring each work station is configured with accurate user informa
tion. Analyzing and troubleshooting common computer problems. Conducting modu
lar repairs and maintenance of computer equipment on a timely basis to minimize
user downtime. Assisting in maintaining inventory and tracking of all computer
equipment, supplies and accessories. Carefully recording moves and changes.
Making recommendations for improvements in computer system. Evaluating and te
sting vendor supplied software packages for microcomputers to determine compatib
ility with existing system, ease of use, and if software meets user needs. Keep
ing up with technical journals or manuals and attends vendor seminars to learn a
bout new computer hardware and software. Other job related duties as assigned,
to include providing backup when other Information Services personnel are out of
the office. Supporting, Mailsite/Failsite, Office 2002/2003 Suites, Ecopy Des
ktop, iGenifax, Adobe Professional Suites, Outlook Email, Legal Key, Timetrak,
Deltaview, Metadata software, Lexis Nexis, Full Authority, Westlaw and Dell ope
rating systems.
Sr. Helpdesk Technician ---- Contractor
5/07 to 6/07
Legal Placements, Inc --- Dickstein Shapiro LLP
Supporting Attorney's Office and supporting staff. Assisted the Help Desk depar
tment to ensure client calls are responded to in a courteous, complete and timel
y manner. Responsible for monitoring all IT requests, making follow-up calls and
escalation adjustments when necessary. Served as a resource to Help Desk analys
ts offering backup support when necessary as well as assisting the Help Desk Man
ager in monitoring the productivity and quality of the department. Multitasked u
sing strong technical skills in Microsoft 2002/XP applications; the ability to w
ork as a member of a collaborative team; attention to detail; oral communication
s skills; strong applications and hardware troubleshooting. Supported, Hummingb
ird Document Management system, Office 2002/2003 Suites, iCreate, iScrub, iRedli
ne and iDocID macro system, Adobe Professional Suites, Deltaview, Lexis Nexis, C
itrix Remote Access, Outlook 2003,etc. Tracked calls through IQTrack ticketing s
ystem.
Sr. Helpdesk Technician ---- Contractor
5/2006 to 5/2007
BAE Systems -- US Department of Justice, Washington, DC
Supporting Department of Justice Tax Attorneys and supporting staff. Sr. Helpde
sk Technician, responsible for providing direction to lower level help desk tech
nicians, or lead a particular function within the operation. Assisted with the
Hit Squad a Helpdesk Introduction Team. Introduction team gave one on one orie
ntation to new employees of the DOJ. This helped the user learn the basic steps
to using the DOJ's new systems. The team also helped the user with new applica
tions for daily functions which were specific to the user's job functions. The u
ser was given priority access to the helpdesk for the first thirty days of emplo
yment. My priorities also included, identifying, researching and resolving tech
nical problems. Responding to telephone calls, email and personnel requests for
technical support. Tracking and monitoring the problems to insure a timely reso
lution. Very detail oriented, self starter using organization and time manageme
nt skills. Presenting a positive and professional demeanor with the end users at
all times. Multitasked, and met deadlines as a priority to the customer. Wor
king independently and taking initiative to following all security policies, dat
atrac policies and procedures. Responding to and diagnosing a wide range of pro
blems through discussions with users via phone support. Maintaining call logs,
escalating problems to help desk analysts and responsible for reporting. Desksid
e support required as needed, primarily phone and remote support of locally base
d DC end users. Blackberry devices, printers, scanners, Label makers, Dell lapt
op and Desktops. Provided; weekend support to remote end users through terminal
servers. Applications: Windows 2000/XP, Microsoft 2003 suites, Filesite 8.2, I
nterwoven 8.0, Tax Docs, Crosswords, Adobe Professional Suites, WordPerfect 12,
ISYS, Redax, Deltaview, Lexis Nexis, etc. Tracking tickets through Remedy, Acti
ve Directory.
Help Desk Analyst --- Contractor
2/2006 to 3/2006
Legal Placements, Inc --- Bingham & McCutchen, LLC, Washington, DC
Supporting Attorney's Office and supporting staff. Created and maintained Netwo
rk and Exchange accounts. Responding to; telephone calls, email and direct requ
ests from staff members for technical support. Identified; researched; troubles
hoot; local/network printers, laptop/desktop problems. Responsible for resolving
remote issues with desktop authority and other remote tools Responsible for man
aging the loaner laptop inventory, ghosting and provide one-on-one training for
the laptop remote software and other applications as required. Created document
ation for offsite network access and provide telecommuting support for RAS and C
itrix. Track and monitor tickets using Track-It. Assist with videoconferencing
setups, printer maintenance and equipment moves as requested. Support CMS Open
Navigate, iManage DeskSite 6.5, Lexis-Nexis Research Software 7.2, LegalKEY Rec
ords, NetOp Remote Control, Swiftwriter, WestCheck 4.52, Workshare DeltaView, Ma
nageSoft, iNet, Softwise MacroSuite, InterAction 5, Summation Blazer.
Workstation/Application Specialist ----- Contractor
1/2006 to 2/2006
Legal Placements, Inc. --- McDermott Will & Emery, Washington, DC
Supporting Attorney's Office and supporting staff. Provided professional techni
cal services; end-user support on a wide array of systems and software applicati
ons via telephonic, electronic and personal contact. Used a variety of strong cu
stomer service; troubleshooting; documentation skills. Upon request, set-up and
maintained new or replacement workstations/laptops. Resolve hardware related is
sues on workstations, local printers, scanners, etc. Supporting remote access t
ools and services; VPN/extranet; secure ID tokens; Blackberries; and other wirel
ess devices/web applications. Resolved issues concerning, video and web conferen
ces, and other technical needs for office meetings, events and visitors. Resolv
ing typical support and training issues for enterprise wide applications, using
MS-Office2003, XP, Lotus Notes, Interwoven Desksite, Citrix, Workshare Protect,
Enhanced Time Entry (ETE), TraxOpen, etc.,
Sr. Deskside Support Engineer ----- Contractor
9/2005 to 1/2006
Legal Placements, Inc --- Sterne Kessler Goldstein & Fox PLLC., Washington, DC
As Support Specialist, my duties are troubleshooting desktop and laptop hardware
, printing and scanning devices, video teleconferencing equipment and session ma
nagement, basic network and voice system administration, and Microsoft Windows X
P and associated utilities. Also being able to explain technical subjects orally
 and in writing and be a team player with strong customer service skills. Provid
e advanced first/second level support of user reported Information Services prob
lems to diagnose interruption of system availability. Traige problems to isolate
root cause to facilitate system restoration. Use tracking database (Magic), occ
asional in house training. Install, Upgrade, Image and track equipment. Provide
backup and support for other team members. Supporting; Groupwise, Exchange/Outlo
ok, iManage, iScrub, Citrix, Hotdocs, Hotdocs PDF, InTime, Microsoft Office 2003
Suites, Ghost, Console One, etc. Operating Systems, Windows 2003 Active Directo
ry, Novell.
Sr. Deskside Engineer ----- Contractor
7/2005 to 8/2005
Legal Placements, Inc --- Cole, Raywid & Braverman, LLC, Washington, DC
Resolving end user tech support problems for Tier II which includes: Strong use
r support skills both hardware & software. Having strong communication, inte
rpersonal, organizational and time management skills, explaining technical subje
cts orally, written. Customer service skills, proficient in install, maintain,
upgrade, troubleshooting desktop and laptop hardware, printer and scanner device
s, all with video teleconferencing equipment and session management. intermediat
e/advanced skills with Microsoft 2000/XP, Active Directory and Microsoft Office
2000/2003, Outlook, Lotus Notes; Outlook, iManage, Juris, Delta View, Voice-over
IP telephony, along with Blackberry, application assessment, testing, maintenan
ce. Tracked tickets through Track-IT, and supported Dell, IBM, and HP equipment
.
Sr. Decennial Technician ---- Contractor
5/2005 - 7/2005
CNS, Inc. -- Bureau of the Census, Suitland, Maryland
As a contractor to the Department of Commerce, Bureau of the Census, primary res
ponsibilities are supporting the Hand Held computer devices and proprietary soft
ware applications. Part of the liaison team that supported remote end users and
management. Developed strategies to enhance the overall performance and flow of
various projects. Assisting in multiple projects by providing quality assuranc
e for technical and procedural processes. Assist with planning, designing, impl
ementing, testing, and validation of multiple complex COTS and proprietary softw
are applications. Involved with the testing of equipment for 2010 Census collec
tion. Providing equipment support to end users in the field and management. Ha
ndling incoming trouble calls and emails, as well as hardware and software issue
s relating to the handheld devices. Responsible for inventory, equipment replac
ements and software updates.
Sr. Desk-side Support Engineer -- Contractor
12/2004 - 5/2005
Insight Global --- IBM Corporation, Fairfax, VA
Support over 3,000 users, resolving hardware, software, and network issues perta
ining to laptops, desktops, and peripherals. Following procedures while supporti
ng Microsoft products, Lotus Notes, Remote Access Software, Dial-up connectivity
, Internet Service Providers, Intranet, Palm Pilot, Blackberry and, Proprietary
software. Providing telephone and e-mail support to IBM employees, also handled
tracking calls through Manage Now, (tickets were closed within a 48 hour period)
. Accountable for inventory on all Hardware equipment and activity related to eq
uipment. Support all home-based employees with laptop issues pertaining to IBM N
etwork.
Asset Tracking Analyst ---- Contractor
8/2004 - 12/2004
Networking for the Future -- District of Columbia Water and Sewer Authority, Was
hington, DC
Responsible for managing the IT auditing processes and ensuring acceptable perfo
rmance levels for reports. Track all License and Maintenance Agreement informati
on for software compliance and renewal purposes. Identifies IT weaknesses and r
ecommends enhancements and upgrades. Provides support to end users on a variety
of issues. Identifies, researches, and resolves technical problems. Respond to t
elephone calls, emails, and personnel requests for technical support. Documents,
tracks, and monitors the problem to ensure a timely resolution. Maintains, anal
yzes, troubleshoots, and repairs computer systems, hardware and computer periphe
rals. Documents, maintains, upgrades or replaces hardware and software systems.
Supports and maintains user account information including rights, security and s
ystems groups.
IT Technical/Admin
9/2003 - 8/2004
Neighborhood Reinvestment Corp, Washington, DC
Providing support to the Information Management team, while controlling purchase
s of computer hardware and software from outside vendors. Handling all purchase
orders and requisitions for submission to Finance for payment. Responsible for
monthly crystal reports to management for recording. Keeping the inventory tra
cking system updated on a daily basis. Developed and documented the company's h
ardware, software, and server maintenance agreements for Microsoft licensing ren
ewals/additions. Assist the helpdesk with incoming trouble tickets and end user
requests through email or desk-side support. Supporting and Troubleshooting Wi
ndows 2000/2003/XP Platforms and operating systems, Network connectivity issues,
Proprietary software, Dial-up software (VPN/RAS), Palm software, Email account
setup (Outlook/Lotus Notes), Active directory (creating user network accounts w/
rights). Preparing user equipment with Ghost software, Hardware/software upgrade
s, Virus issues, etc,.
Admin/Analyst
5/2003 - 9/2003
Oak Management, Inc., Washington, DC
Maintain Navy status reports on a monthly basis by calculating updates, typing,
editing, proofreading, faxing. Receive visitors, process office mail, stock supp
lies, and answer phones, faxing, and coping. Analyst duties which include: Phot
ofinish software to edit Navy Ship schematics or blueprints. This process inclu
des detailed pixel size, color, and adjustments to fonts according schematic lay
outs for each ship level. All final editing must be viewed through proprietary
DCAMS software. All schematics must be approved by the Navy.
Client Services Specialist
11/2000 - 11/2002
Acterna, Germantown, Maryland
Support over 300 users, resolving hardware, software, and network issues pertain
ing to laptops, desktops, and peripherals. Providing telephone and e-mail suppor
t to Acterna employees, also handled tracking calls through Lotus Notes, (ticket
s were closed within a 48 hour period). Accountable for inventory on all Hardwar
e equipment and activity related to equipment. Support all home-based employees
with laptop issues pertaining to Acterna Global Network. Support all major bran
ds of computers. Following procedures while supporting Microsoft products, Nove
ll Client, Lotus Notes, Remote Access Software, Dial-up connectivity, Internet S
ervice Providers, Intranet, Palm Pilot, Intelli-sync, Handspring and, Proprietar
y software
Senior Deskside Support Engineer ---- Contractor
7/2000 - 11/2000
GE Capitol -- Discovery Channel, Bethesda, MD
Provide day-to-day support for over 5,000 users, resolving hardware, software, a
nd network issues pertaining to laptop and desktop computers. Follow individual
procedures required for supporting Microsoft products, Novell Client, Lotus Note
s, Remote Access Software, Dial-up connectivity, Internet Service Providers, Int
ranet, and Palm Pilot. Provided telephone and e-mail support to Discovery custo
mers, and tracking calls through Remedy, (tickets were closed within a 24 hour p
eriod). Responsible for keeping inventory on all laptop activity such as: New U
ser, Loaners, Repairs, Parts, Returns, Leasing, etc. Answerable for training any
user that needs help with laptop usage or software. Support all home and overse
as employees with laptop issues pertaining to Discovery Channels Network. Suppor
ted, Compaq Toshiba, IBM, Dell, and Mac laptops
Level Two Analyst
3/2000 - 6/2000
IHS Helpdesk Service, Springfield, VA
Assist customers with desktop support. In addition to a broad technical knowledg
e of hardware and software, Level two analysts possess detailed knowledge of app
lication features, and understand how the application interacts with a host envi
ronment. Researching and solving any escalated calls from level one analyst. Als
o responsible for: Advanced level computer knowledge; Strong networking skills (
Windows NT, Novell); Expertise in client proprietary applications supported by t
he help desk; Effective research skills; Knowledge of helpdesk tools and process
es; Effective analytical skills for problem resolution, or isolation and escalat
ion; Good customer service practices; the ability to work well in groups; High e
thical standards; Organization; and the ability to work under pressure.
Network Engineer
11/1999 - 2/2000
Gene Logic, Inc., Gaithersburg, MD
Assist all customers according to priority or in-operability of their systems. A
nswer questions thru e-mail or using my technical skills to resolve difficulties
with computer software usage, operating systems, applications, file conversions
, E-mail services, Internet and the Intranet. Upgrade software from the SMS pack
ages servers, upgrading internal and external components. Install and configure
TCP/IP for Internet connectivity. Configure DNS, Subnet Mask, Gateway, WINS and
distributed computer names to all new computers. The user support desk is respon
sible for setting up new users stations. Set up e-mail accounts, meeting maker a
ccounts, NT user accounts for Gene logic domains, networking configurations, dow
nloading drivers for sound and video cards from Dell web site. Responsible for
all video conference equipment and setup of any needed equipment. Upgrade all c
omputer equipment for Y2K compliance; keep inventory update on all equipment.