Kwincy Alleyne
Washington,DC
Summary
Seeking new opportunities that are aligned with my background and skills. Authorized to work in the US for any employer. Organized and dependable candidate with success at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Office of Technology Specialist
Cravath, Swaine, and Moore LLP
11.2023 - Current
- Serve as the initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers and remote technologies directed to the Information Technology department
- Follow up on calls escalated to other departments
- Assist with Remote and In-person Deposition
- Provide onsite desktop support to users on a regular basis and occasional after-hours/emergency requests
- Responsible for installing and maintaining all end user IT equipment, including personal computers, laptops, printers, electronic devices and software
- Maintain accurate records of all maintenance, inventory and security measures associated with the Firm’s inventory
- Experience providing telephone-based technical support and/or desk-side technical support
- Exceptional customer service skills and ability to interface with all seniority levels required
- Microsoft Office application suite exposure, as well as iManage, Payne, Workshare, DocXtools, SMS, Micorsystems, Litera
- Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware
- Previous experience with entering and tracking tickets in an incident management system (Service Now)
- Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
- Excellent ability to follow procedures and processes to ensure we remain IT Compliant
- Knowledge of Video Conferencing systems
IT Specialist
United States Security And Exchange Commission
01.2023 - 11.2023
- Assist end-user and IT specialist at all 11 regional offices requests by phone, email and web with first- level technical support
- Create, respond, and escalate tickets as necessary to proper support groups: Each ticket have troubleshot documentation that explains problem, troubleshooting steps taken on problem and status or resolution to problem
- Follow set policies and procedures when assisting clients to ensures secure and proper handling of requests
- Contribute knowledge and updated information to maintain Standard Operating Procedures and training manuals
- Assist in new hire training to ensure successful integration into team environment
- Maintain professional attitude, provides excellent customer service, strong work ethic and great team player
- Assist user’s with sending encrypted information to external recipients via Kiteworks
- Register new hire/contractors with SecureID 2 factor authentication
- Backdoor into C drive to install approved software along with exporting favorites from Edge/Chrome
- Driver troubleshooting for Wi-fi, Audio, and Hard Drives
- Issue SEC iPhones/Tablets and assist with creating Apple ID, swapping SIM card, and RSA tokens to enter our network
- Connect and Install PC assets to HP docking station
- Record and interpret Cisco ISE port information, MAC address, switch information, and registration status
- Recovering encrypted User's AD account to re image desktops and laptops to user’s division
- Mapping personal and department network drives and perform BIOS updates
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Configured hardware, devices, and software to set up work stations for employees.
IT Help Desk Specialist
WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY, WMATA
07.2022 - 01.2023
- Provides technical support to users in person and remote
- Troubleshoot software such as Adobe DC Pro, Documentum, Entrust Soft and Regular token, Google Chrome, Java, Metro Time, MS Office/Project/Visio, PeopleSoft HCM/PFIN/ELM, Pulse Secure, Trapeze, and VDI
- Install Hardware such as Monitors, Printers, and PC Assets
- Troubleshoot hardware equipment such as Fare machines, Canon Printer, Desktop, Keyboards, WMATA Train, Station Managers Kiosk, Tablets, and Laptops
- Administrators duties I am responsible to unlock WMATA accounts, Maximo accounts, Password Resets, and Network Request Forms
- Utilized CA Service Desk ticketing system and Avaya Call Center to assist end-users
- GotoAssist, Remote Control Viewer and MS Teams were used to remote troubleshoot into WMATA issued devices
- Mobile phone support such as troubleshooting, deleting out dated software, manage and organize data, monitor viruses and malware, limiting privileges, and installing applications for users to use.
Education
Bachelor of Science -
Old Dominion University
Norfolk, VASkills
- iManage
- Litera
- Trial Site Technical Support
- Video Conferencing
- Duo 2-way Verification
- PC & MAC Systems
- Data analysis
- Management consulting
- Legal case management
- Mapping Network Drive
- Administrative Privileges
- Operating Systems
- Software Troubleshooting
- Ticket Management
- User Interface Support
- Remote Technologies Troubleshooting
- Technical Support
- Network Support
- Printers
- Outlook Troubleshooting
- M365 application suite
Certification
- Outlook
- ServiceNow
- iManage
- Litera
- Active Directory
- iOS
- Intapp
- Chrome River
- WebEx
- Quick Assist
- Microsoft Teams
- Microsoft 365
- Microsoft Visual Studio
- Microsoft Edge
- MicroStrategy
- Cisco AnyConnect
- Cisco Finesse
- Cisco ISE
- Google Earth Pro
- 2-Factor Authenticator
- 7-Zip File Manager
- Notepad++
- Nodejs
- Air Watch
- SecureID
- McAfee Drive Encryption
- Citrix Workspace
- Citrix Studio Console
- Adobe Acrobat
- Splunk
- Snipping Tool
- TimeMap
- WebTA
- PuTTY
- Recommind Axecelerate
- CasePoint
- CaseView
- DBeaver
- Kiteworks SFTP
Accomplishments
- Provided Technical Support for Remote and In-person Depositions
- Created and Updated Knowledge Base articles to improve troubleshooting processes
- Orchestrated video interviews between Attorneys and Major New's Outlet
- Becoming a member of Trial Site Technical Support Team
- Updated SOP's for Reimaging SEC Laptops and Desktop to be quicker and more effective
- Recognized for consistently maintaining SLA agreement for VIP's and for regular users
- Microsoft Office Specialist who educates user's on the differences from Office 2016 to M365
- Cisco Certified Cybersecurity where I am able to identify risks, protecting organization data, detecting security events, and recovering digital assets
- 2x Dean's List at Old Dominion University while working at my University Helpdesk
- Published Microbiology Author who has been cited in multiple medical research publication
- WMATA Highest first call resolution in the month of December and January
Timeline
Office of Technology Specialist
Cravath, Swaine, and Moore LLP
11.2023 - Current
IT Specialist
United States Security And Exchange Commission
01.2023 - 11.2023
IT Help Desk Specialist
WASHINGTON METROPOLITAN AREA TRANSIT AUTHORITY, WMATA
07.2022 - 01.2023
Bachelor of Science -
Old Dominion University
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