Summary
Skills
Work History
Education
Additional Information
Overview
Generic

LAKEISHA WOODEN

Capitol Heights,MD

Summary

Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.

Skills

  • IQTrack
  • HighQ
  • IManage
  • InTapp
  • Cisco Call Manager
  • VPN
  • Workshare
  • SharePoint 2010
  • Windows XP/Vista/7
  • Windows 10
  • Microsoft Office 2007/2010/2016
  • Patch/Security Management
  • Active Directory
  • Windows Server 2003/2008
  • Microsoft Exchange 2007
  • SnagIT-IE7/8/9/10
  • Google Chrome
  • Firefox
  • Bomgar
  • WebEx Corporate
  • LogMe In Remote
  • Migration-TCP/IP
  • Networking
  • Project Management
  • Vendor Management
  • Remedy ITSM
  • Office 365
  • SCCM
  • OWA
  • PMP (Knowledge)
  • HP BSM
  • HP OPEN VIEW
  • 65WPM
  • Polycom
  • VDI
  • RSA-Console
  • Lotus iNotes
  • RCM
  • McAfee Safeboot
  • SM9
  • Asset Mgmt
  • EBilling Hub
  • IT Repair Tracking Database
  • Duo Mobile
  • Intune-Comp Portal
  • Production Work
  • Team Collaboration
  • Kickoff Meetings
  • Team Development
  • Documentation Management
  • Microsoft Active Directory
  • Shift Coverage
  • Team Meetings
  • Technical Troubleshooting
  • Hardware and Software Monitoring
  • Wireless Access Point
  • Cisco Call Manager
  • Citrix XenApp
  • Customer Feedback
  • Technical Support and Assistance
  • Network Device Monitoring
  • Technical Support Oversight
  • Data Connectivity
  • Bug Fixes
  • Coaching and Mentorship
  • Work Site Preparation
  • Inventory Procurement
  • Project Coordination
  • Site Installations
  • Video Conferencing
  • Team Supervision
  • Active Listening
  • Senior Leadership Support
  • Staff Training
  • Computer Proficiency

Work History

Supervisor, On-site IT Support

Baker McKenzie
10.2022 - Current
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Achieved results by working with staff to meet established targets.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Monitor daily workflow and workload of the support team
  • Manage people or team-related issues in consultation with Manager/Senior Manager
  • Provide ongoing performance feedback (and appraisals where required) for the support team
  • Analyse performance of support activities and documented resolutions, identify problem areas and devise and deliver solutions to enhance the quality of service and to prevent future problems.
  • Manage processing of incidents assigned to the On-site Support Team to ensure courteous, timely, and effective resolution.
  • Manage escalated support issues and the act of Quality Management System feedback to ensure high-quality support standards are maintained
  • Ensure the business is informed about current technology issues
  • Collaborate with other IT functions to ensure efficient operation of the desk side computing environment
  • Enforce request handling and escalation policies and procedures.
  • Coordinate and/or perform hands-on fixes at the desk side support level, including installing and upgrading software, installing hardware,implementing file backups, and configuring systems and applications
  • Monitor and test fixes to ensure problems have been adequately resolved
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed

Technology Services Coordinator

Buckley LLP
05.2019 - 10.2022
  • Manage processing of incoming support requests via telephone, voicemail, direct contact and e-mail to ensure courteous, timely, and effective resolution of end user issues.
  • Test application interoperability between all Firm applications
  • Test service packs, patches, and hot fixes for OS and applications
  • Work with Firm’s Trainer to identify items that should be covered in training sessions
  • Work with Firm’s Network Operations Team to identify possible network related issues
  • Troubleshoot and work to resolve hardware related issues
  • Complete equipment setups
  • Manage audio visual setups for meetings.
  • Analyze Help Desk activities and documented resolutions to identify problem areas.
  • Devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Work with Human Resources for technical requirements for onboarding and off boarding employees
  • Manage firms Intranet Site by creating new hire profiles, departures, blog post, announcements, birthdays, and etc.

Lead Technical Support Analyst

04.2017 - 05.2019
  • Manage the processing of incoming support requests via telephone, voicemail, direct contact and e-mail to ensure courteous, timely, and effective resolution of end user issues
  • Support new hardware imaging and deployment including desktops, laptops, telephones and printers
  • Troubleshoot hardware issues for Firm standard PC’s, mobile devices, printers, etc
  • Troubleshoot desktop OS issues (Windows 7 & 10)
  • Test service packs, patches, and hot fixes for OS and applications
  • Provide audio/visual and telecom support for meetings, conferences and video conferences
  • Support for all iOS, Android and Blackberry devices
  • Track all user support issues through the Help Desk system
  • Participate in firm-wide technology projects
  • Protect technology assets by following proper care and maintenance procedures in addition to enforcing information security and control policies
  • Maintain technical proficiency by participating in in-house technical training programs as well as external programs
  • Provide first level troubleshooting software support including MS Windows, MS Office and legal and non-legal applications
  • Work with the Firm’s Network Administrator s for the resolution of network related issues deploy, replace, and collect laptops and desktops for new installations, repossession, or loaner equipment.

Technical Support Analyst

Pricewaterhouse Coopers, TCS
08.2016 - 04.2017
  • Imaged, setup and deployed desktop and laptop computers, installed and setup of PC peripherals
  • Movement and tracking of PC related hardware
  • PC Software Installation, including Microsoft applications, shrink-wrapped applications, development tools and internal applications
  • Provided second tier technical support for multiple products to internal associates via SM9
  • Supported, troubleshoot, repaired or replaced PC hardware and related peripherals
  • Troubleshoot and remediation of software related issues
  • Tracked computer related equipment from an Asset Management perspective
  • Utilized the Asset Management software and supporting hardware to ensure accuracy and completeness of computer related equipment inventory
  • Supported and deployed standard corporate mobile devices
  • Handled Remote Support issues
  • Supported Video Conference and Audio-Visual Support for meetings and internal events
  • Provided quality customer service when interacting with all associates
  • Developed and improved strong customer service, communication and technical skills.

ITSM Coordinator

The World Bank Group
08.2014 - 01.2016
  • Arranged, scheduled, attended process meetings, recorded meeting participants attendance, drafted and published meeting agenda and minutes; drafted, edited, and distributed routine process documents, materials, and artifacts such as background notes, presentation slides, minutes of meeting, templates, training materials and similar documents
  • Assisted in the updating and revising key process documents such as standard operating procedures (SOP) document, policy documents, reports, manuals, and similar documents 2

Technical Support, Intern

Competitive Innovations, Falls Church
04.2014 - 08.2014
  • Upload and manage documents and files in CompanyDocs (document management system)
  • Organized, coordinated, and conducted briefings, info sessions and short trainings about ITSM processes to various stakeholders and teams
  • Responded to requests from teams for help, coaching and guidance on ITSM processes; assisted teams in the use of process tools (e.g
  • Remedy system), ticket creation and closure
  • Researched relevant information as well as collect, analyze and interpret data, and developed information from various sources; reviewed and enhanced presentation materials
  • Gathered system and service announcements, notifications and communications
  • Provided status updates and reports, as needed, to various stakeholders including management and teams in scope of the process
  • Collaborated and coordinated all process work with ITSM team members in Chennai, India
  • Performed internet research on a broad range of subjects
  • Provided SharePoint 2013 end user support
  • Performed basic tele sales and schedule appointments
  • Assisted with the design, migration and updates of Kentico websites
  • Supported Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance and Data Loss Prevention

Event Coordinator

FSO Outsourcing
10.2012 - 08.2014
  • Of the Conference Services department supervising over 20+ Conference Services Assistant
  • Served as the on-site contact for outside clients/groups setting up designated locations within the site for presentations and meetings
  • Worked directly with Conference Services and Events Manager on external events – formulating event timelines, detailed plans, agendas, site selection, handling all logistics, RSVPs, program design, transportation, volunteers, invitations, creating and maintaining budgets in a timely manner
  • Set up projectors and the Cisco Phone system for Attendants who could not make it physically to the location site.
  • Managed administrative logistics of events planning, event booking, and event promotions.

Lead Office Services Specialist

Dickstein Shapiro LLP
10.2009 - 10.2012
  • Supervised a team of 20 associates in one location within a law firm environment.
  • Was responsible for the overall workflow, training of the department and complete routine work for effective and efficient productivity
  • Ensured that all the client’s needs are met to at a high customer satisfaction
  • Entered billing into Ocemax billing using Six Sigma
  • Monitored administrative systems; implemented policies and procedures while tracking overall system functionality
  • Assisted clients locate information of different drives
  • Controlled system to ensure compliance, including document numbering OCR, consistent formatting, file maintenance both electronic and hard copy, disposition of inactive and obsolete documents, maintain document history files and ensure compliance; setup and conversion for print projects
  • Created final delivery media
  • Conversion of Image Formats (PDF, TIFF & JPEG)
  • Ensured quality and timeliness of all client deliverables
  • Scheduling to ensure client expectations and deadlines are met
  • Effectively communicating project status with client
  • Provided input to coordinate and set up consistent system to inform personnel of updates
  • Ensure employee signature log is current and maintained
  • Verified of production records
  • 4

Education

Security+ Completion Course -

Intellectual Point

No Degree - Network And System Administration

Tesst College of Technology
Beltsville
10.2011

No Degree - Dance

Duke Ellington School Of The Arts
Washington, DC
06.2005

Diploma -

Bowie High School
2005

ITIL Foundation V3 -

Intellectual Point
McLean
2004

Additional Information

  • AWARDS , OUTSTANDING Customer Service (2014) Employee of the Month (2014) Six Sigma (2014)

Overview

14
14
years of professional experience

Similar Profiles

  • Karim BABACI

    Karim BABACIKarim BABACI

    Responsable Recrutement et relations écoles at Baker McKenzieResponsable Recrutement et relations écoles at Baker McKenzie

  • Klaudia Walczak

    Klaudia WalczakKlaudia Walczak

    International Commercial and Trade Lawyer at Baker McKenzieInternational Commercial and Trade Lawyer at Baker McKenzie

  • Passant Daoud

    Passant DaoudPassant Daoud

    Senior Business Development and Marketing Executive at Baker McKenzieSenior Business Development and Marketing Executive at Baker McKenzie

  • KOFI AMOAH

    KOFI AMOAHKOFI AMOAH

    911 Emergency Dispatcher at Office of Unified Communications911 Emergency Dispatcher at Office of Unified Communications

  • Kenyetta Jackson

    Kenyetta JacksonKenyetta Jackson

    Administrative Clerk at Spectrum Health CareAdministrative Clerk at Spectrum Health Care

CREATE PROFILE
LAKEISHA WOODEN