JEFFREY DINKHA
Skokie,Illinois
Summary
Dedicated and dynamic technology professional possessing a proven track record of superior performance, seeks to utilize knowledge and expertise in Program Facilitation, Project Management, Client Relations, Team coordination ,Mentorship ,Needs Assessment, Strategic Reporting, and Compliance to support key IT business infrastructure within a progressive organization
Overview
9
9
years of professional experience
Work History
Lead Service Operations Analyst
IceMiller Legal Counsel
05.2022 - Current
- Installed, modified and repaired software and hardware to resolve technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Trained and supported help desk technicians and Deskside Support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Scheduled Helpdesk and Deskside support training materials and information.
- Managed and motivated employees to be productive and engaged in work.
- Approve time card using ADP
- Set up schedules and on-call for Helpdesk and Deskside
- Held daily team meetings
- Configured hardware, devices and software to set up workstations for employees.
- Maintained energy and a fast-paced environment.
- Handle conflict and difficult situations within technical and client service environment.
- Knowledge AV/Video Conference room setups and support
- Set up and deliver of various hardware and audio visual requests within conference meeting rooms.
- Ensure all office-integrated conference rooms are kept in appropriate working order
- Manage IT hardware assets.
- Tested new software and hardware prior to deployment.
Technical Support Specialist
Seyfarth Shaw
07.2017 - 05.2022
- Provide VIP support for attorneys
- Provide world-class concierge level of technical support service for hardware and software
- Use Ivanti service manager system to properly document and escalate issues as they are reported while keeping client informed of incident status until it is resolved
- Perform advanced troubleshooting and research of incidents and problems
- Collaborate within the larger IT support team to ensure the highest level of customer support and resolution
- Effectively and accurately troubleshoot and describe technical issues and problems to Tier 2 and Tier 3 teams for resolution purposes Proactive learning of current and newly released applications
- Seek and identify opportunities to enhance the client's experience with the Firm's technology
- Proactively educate the supported legal team on technology best practices and able to demonstrate best practice utilization of technology tools and applications
- Set up and deliver of various hardware and audio visual requests within the conference/meeting rooms.
- Schedule, connect, and monitor video conferences between regional offices and third parties Provide technical support for multiple offices, engagement sites and projects.
- Travel at least 25% of the time often with a short notice on travel time.
Deskside Support Technician
Baker And Mckenzie
01.2015 - 07.2017
- Provide desktop support for users through technical instruction (local and remote) via ticketing system, analyze, diagnose, and resolve urgent attorney requests, including virus Image and deploy software packages using SCCM (and Altiris previously).
- Rolled out over 400 machine replacements to associates, partners, and principles last summer.
- Interviewed employees prior to deployment and ensured smooth transition to new technology.
- Supported mobile phones for user workstations s and assisted with setup (Active Directory, Mobile Iron.
- Maintain and support the standard workstation image, for all current hardware platforms.
- Package and deploy standard OS, productivity and utility software as required in the environment.
- Create batch files, or other programs to customize software deployment, test application packages, and document results.
- Maintain and support server-based components of applications as required, including IIS.
- Co-ordinate testing and certification of all changes to the application environment including application in-take, upgrades, security patches, hotfixes, service packs, etc against the standard image and deploy as required to established change & release management procedures.
- Troubleshoot application-related issues escalated from the Help Desk and Desk Side teams and resolve or escalate as appropriate within defined SLA targets.
- Participate in incident and problem management processes as required to establish root cause.
- Ensure all required documentation associated with the above duties is developed and maintained at all times including incident management system entries.
- Maintain on-call availability as requested via supplied communications devices (e.g.
- Mobile phone, laptop via VPN).
Education
Bachelor of Science - Computer Information System: Database Management
DEVRY UNIVERSITY
Chicago, Illinois10.2013
Skills
- Office 365
- Airwatch
- Cisco Fitness
- Avecto Code
- Cisco Anyconnect
- Citrix Director
- Active Directory
- Active Role Consoles
- EMS/Home
- Cisco Jabber
- Endpoint/Checkpoint
- Application Support
- Enterprise Vault
- Ivanti Agent Dash
- Document Management (DMS)
- Cisco Volp phones
- Cisco TMS - Telepresence
- Prosperoware Milan
- Lenel Console On Guard
- SCCM
- Microsoft Azure
- Safenet Trusted Access
- Windows 7/8/10/Mac/Linux
- Meeting Room Manager
- Hardware and Software Repair
- Tracking and Documentation
- Cisco Unity Connection
- Exchange Admin
Timeline
Lead Service Operations Analyst
IceMiller Legal Counsel
05.2022 - Current
Technical Support Specialist
Seyfarth Shaw
07.2017 - 05.2022
Deskside Support Technician
Baker And Mckenzie
01.2015 - 07.2017
Bachelor of Science - Computer Information System: Database Management
DEVRY UNIVERSITY
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