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.