Liza Smith
Warminster,PA
Summary
Adept at troubleshooting and diagnosis, I significantly enhanced customer satisfaction at Fox Rothschild LLP by tailoring IT solutions to user needs. My adaptability and expertise in application support and customer service culminated in streamlined operations and reduced downtime, showcasing my commitment to excellence and continuous improvement in technical environments.
Overview
26
26
years of professional experience
Work History
Senior Technical Support Analyst
Fox Rothschild LLP
05.2006 - 10.2024
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Expedited resolution times by quickly diagnosing root causes of problems and proposing appropriate fixes.
- Managed high-pressure situations with professionalism, maintaining composure during difficult customer interactions.
- Continuously updated personal technical expertise through self-study, webinars, workshops, and industry conferences.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Achieved higher levels of customer satisfaction by tailoring support strategies to individual needs and preferences.
- Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
- Streamlined support processes by developing comprehensive troubleshooting guides and resources.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference or escalation needs.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
- Assisted in onboarding new hires, providing training materials and mentorship on company policies and procedures.
- Demonstrated adaptability in handling diverse technical environments, including various hardware, software, and network configurations.
- Developed technical documentation for internal use, simplifying processes for team members and end-users alike.
- Served as a liaison between customers and internal teams such as engineering or quality assurance when necessary for issue resolution or feature requests.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
IT Help Desk Specialist
Duane Morris
03.2001 - 05.2006
- Enhanced customer satisfaction by promptly resolving technical issues and providing clear solutions.
- Reduced call volume by proactively addressing frequently asked questions through online resources and targeted communications.
- Walked user through series of steps to determine problem and implement likely solution.
- Maintained detailed records of customer interactions, ensuring accurate documentation and followup.
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Responded to inquiries by phone and email.
- Collaborated with IT team members to identify recurring problems and develop long-term fixes.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
Help Desk Technician
Drinker Biddle and Reath
05.1998 - 05.2001
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
Education
Associate of Arts - Micro-Applications
Bucks County Community College
Newtown, PABachelor of Science - Management Information Systems
Arcadia University
Glenside, PA12-2000
Skills
- Application Support
- Hardware Installation and Upgrades
- Problem-solving abilities
- Troubleshooting and diagnosis
- Remote Support
- Multitasking Abilities
- Desktop support
- Diagnostic Testing, System Testing, Software Testing
- Staff education and training
- Mobile Device Management
- Ticketing systems
- Software Installation
- Customer service expert
- Time management abilities
- Professionalism
- Reliability
- Adaptability
Timeline
Senior Technical Support Analyst
Fox Rothschild LLP
05.2006 - 10.2024
IT Help Desk Specialist
Duane Morris
03.2001 - 05.2006
Help Desk Technician
Drinker Biddle and Reath
05.1998 - 05.2001
Associate of Arts - Micro-Applications
Bucks County Community College
Bachelor of Science - Management Information Systems
Arcadia University
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