Crystal Small

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.

• Senior IT Support Specialist, New York, Information Technology, New York/Philadelphia IT Support Manager, Exempt, Core Hours: 9:00 a.m. – 5:30 p.m., Monday – Friday Frequent extended hours, often on short notice, Under the direct supervision of the New York/Philadelphia IT Support Manager and following prescribed department, office and firm procedures, the Senior IT Support Specialist is responsible for the day-to-day support of computer operations of the New York office, and the Philadelphia office as needed. The Senior IT Support Specialist is expected to perform all responsibilities with a commitment to providing superior service to the firm’s attorneys, advisors and staff, and maintaining an atmosphere of teamwork and continuous improvement. Above all, the Senior IT Support Specialist must fulfill the needs of the firm in a manner which is consistent with the Firm’s Core Values., Provide direct technical support (Level 1 and Level 2) for computer system users in the office., Support and troubleshoot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones., Handle tickets escalated from the Help Desk in a timely manner. Provide follow-up to users after initial visit. Retain ownership of own assigned tickets and update ticket logs daily., Serve as an internal point of escalation for New York and Philadelphia IT staff on complex or esoteric technical issues., Lead projects as assigned by the New York/Philadelphia IT Support Manager. IT projects include but are not limited to software upgrades, computer set-ups, phone upgrades and end-of-lease equipment returns., Set-up audio/visual and other presentation needs in conference rooms., Support the computer operations and IT needs of the Philadelphia office as needed., Train system users as required on all aspects of computer systems., Participate in and lead application testing., Participate in the weekly rotation of the after-hours department cell phone and provide after-hours support., Maintain accurate equipment inventory by following policies and with direction from the New York/Philadelphia IT Support Manager., Maintain and improve technical skills and abilities through continuing professional education and certifications., Serve as mentor to less senior IT staff., MS Office 2010, Desktop and Laptop computers, MS Outlook, Smartphone devices (BlackBerry, Apple, Android), Litera ChangePro, Printers – Xerox, Lexmark and Hewlett Packard, iManage FileSite, Ability to read, write and speak English, Excellent oral and written communication skills, Ability to read, comprehend and follow instructions, Ability to communicate with attorneys and staff in an effective, non-technical manner, Strong technical knowledge in relevant areas, Demonstrated ability to train computer system users in one-on-one settings, Ability to manage multiple priorities and adjust to changing priorities in a professional manner, Willingness and ability to assume new tasks and responsibilities, Proven ability to maintain and update technical knowledge and skills, Strong service orientation, and an ability to establish and maintain effective working relationships with users, peers, office and firm management, and outside business partners, Ability to work well under pressure, facilitate solutions, and meet deadlines and milestones for projects assigned, Ability to travel, sometimes on short notice, to the Philadelphia office to provide ad hoc support, Commitment to the office and firm, Commitment to professional growth and development, True, True, 4 years, Achievement of professional training and technical certification with more than two years of relevant experience in each area, See, hear and speak, Ability to lift 30 lbs. (e.g., office files, documents), Sit for extended periods, Mobility, Duties require fine manipulation (small hand tools), Duties require simple grasping (small hand tools)
• Senior Information Technology Specialist, Somewhere company, Full-time, 05/2017, Present, 5 yrs 9 mos, New York, New York
• Information Technology Support Specialist, Segal, Full-time, 04/2016, 05/2017, 1 yr 2 mos, New York, New York
• IT Specialist, Shearman & Sterling LLP, 06/2012, 04/2016, 3 yrs 11 mos, New York, New York
• Help Desk Analyst, Paul, Weiss, Rifkind, Wharton & Garrison LLP, 08/2011, 04/2012, 9 mos, New York, New York
• Help Desk Analyst, Kramer Levin Naftalis Frankel, 03/2007, 08/2011, 4 yrs 6 mos, New York, New York
• Technical Support Specialist, Greenberg Traurig, 06/2003, 03/2007, 3 yrs 10 mos, New York, New York
• User Support Specialist - Consultant, Cleary Gottlieb Steen & Hamilton LLP, 12/2002, 04/2003, 5 mos, New York, New York
• Help Desk Analyst, Moody's Corporation, 05/2002, 12/2002, 8 mos, New York, New York
• Senior PC/Client Server Analyst, Raytheon, 03/1998, 03/2002, 4 yrs 1 mo, Landover, Maryland
• Configuration/Data Management Administrator/Federal Aviation Administration (FAA NIMS Program) contractor, Raytheon, 07/1997, 03/1998, 9 mos, Landover, Maryland