Service Desk Supervisor

• Apr 2017 - Present

• Act as primary point of contact on all issues for the Service Desk team. Provide troubleshooting guidance, manage schedules and on-call coverage, and represent the Service Desk in meetings with vendors and other groups within the firm. • Monitor incidents and service requests to identify trends and potential problems. Ensure requests are being handled in a timely manner using proper troubleshooting steps in accordance with our customer service standards.• Manage application deployments within the Firm – Approve packaging requests, coordinate with SCCM Administrators and application subject matter experts to configure, test, and deploy to the firm as appropriate. Follow-up with individual users post-deployment as needed to ensure compliance or remediate failed installations.• Participate on the IT Security Operations team, AV Team, and Change Control Review Board. Provide insight into the user experience and potential conflicts with proposed changes. Disseminate information from these groups to the Service Desk team and user community as appropriate. • Maintain role as primary Service Desk technician for the Austin office.

Service Desk Specialist

• Jan 2013 - Apr 2017

Utilizing Lync, SCCM, and Remote Desktop, provide remote support to over 400 users across 10 office locations for Dell, HP, and Apple hardware; mobile devices; HP printers; VOIP phones; Polycom Audio/Visual equipment; and supported applications. Solely responsible for desk-side support in the Austin office.Coordinate with Infrastructure, Applications, Records, and Practice Support teams to resolve cross-functional issues and discrepancies. Routinely complete server room activities at the direction of the Infrastructure team. Facilitated laptop refresh, resulting in improved performance and a better user experience in the Austin office.Support the Service Desk on-call schedule, to include after-hours and weekend coverage.Competent in basic network troubleshooting and server administration practices.Utilize Microsoft SCCM 2012 for software deployment and imaging.

Associate Software & Systems Administrator

• May 2011 - Jan 2013

- As an ISSO: Conduct weekly security audits of systems on the classified LAN's, provide user administration, assist with Backup and Recovery, and update antivirus definitions.- Manage mobile cellular devices and RSA tokens for all Overwatch sites, enabling users to stay connected and thereby increasing user productivity.- Provide superb desktop support for local and remote users across all 5 business sites using Web Help Desk, MSCCM, and other support tools.- Assist with Backup and Recovery utilizing Symantec Backup Exec.- Actively participated in the development of the Asset Assignment System - an improved process for users to sign/accept responsibility for equipment issued.- Supported multiple force reductions and organizational changes.- Travel to support remote offices

Associate Help Desk Technician

• Oct 2010 - May 2011

Configuration Management Generalist

• Dec 2009 - Oct 2010

- Documented current processes and procedures into usable Work Instructions for employees. -Produced media on demand in support of customers and the production environment. - Documented current processes and procedures into usable Work Instructions for employees. -Produced media on demand in support of customers and the production environment.

IT Support/Driver

• Oct 2008 - Dec 2009

- Operate Ford F650 Flatbed towtruck in support of local law enforcement and local auto repair shops. - Operate Ford F650 Flatbed towtruck in support of local law enforcement and local auto repair shops.

IT Staff Augmentation Consultant

• Jul 2008 - Sep 2008

- Facilitated the expedient replacement of over 400 out-dated desktop computers and laptops, providing a seamless transition for users. - Imaged, installed, and configured new desktops and laptops for users to include data migration, email setup, software installation, hardware modifications, printer setup, and network connections. - Utilized web-based Help Desk ticket system to provide effective troubleshooting and problem resolution for users in a timely manner. - Facilitated the expedient replacement of over 400 out-dated desktop computers and laptops, providing a seamless transition for users. - Imaged, installed, and configured new desktops and laptops for users to include data migration, email setup, software installation, hardware modifications, printer setup, and network connections. - Utilized web-based Help Desk ticket system to provide effective troubleshooting and problem resolution for users in a timely manner.