Marvin Smith

• Provided support and resolution during 3rd shift to users including secretary, partners, and associates.
• Minimize downtimes by providing support to all Firm Personnel worldwide, configuring new mobile devices (iOS and Android) using Microsoft Intune MDM platform.
• Improve user experience by creating incident tickets and escalating them via ChangeGear.
• Raise operational efficiencies by creating Knowledge Base articles for troubleshooting and resolution of issues.
• Consistently outperform key goals and metrics by training dayshift and off-hours new hires on all processes and procedures.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Diagnosed problems with Windows machines by applying technical knowledge and troubleshooting skills.
• Conducted tests of components and systems to evaluate performance and identify concerns.

KEY PROJECT

• Executed Windows 21H2 update to 3200 seat updates.

• Efficiently responded to telephone calls, tickets, and email requests to resolve hardware and software issues for all users.
• Delivered high-level, 24x7 support to partners, professional and administrative staff, and IS management.
• Drove the planning and execution of multiple, complex projects as assigned, adhering to strict Project-defined deadlines and budgets.
• Increased productivity by guiding and training new staff & consultants, establishing priorities and allocating responsibilities to ensure all functions are met.

KEY PROJECTS

• Mobile Migration Project: Moved 1000 + users from Blackberry devices to Apple iPhones and Samsung Android devices utilizing MobileIron MDS.
• Global Network Printer Security Project: Coordinated with IS International and Regional Managers to secure all the 2,000+ printers using SNMP v2; v3 protocols via HP Webjet Administration console.
• Windows 7 Migration – Part II; Hardware migration for all Regional Mailroom locations; Working with IS and Administrative Regional Managers, moved users from Windows XP to Windows 7 and updated HP Hardware.

• Steered the execution of the Firm’s Windows 7 Migration Project, ranging from installation to QA, User Support, Troubleshooting, and Follow-Ups.
• Met service level agreements by training and managing staff of 15-20, Level I, II, and III, Support Technicians for duration of Project.
• Created and maintained necessary Vendor relationships to insure cost-efficiency and on-time completion targets.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Managed projects from procurement to commission.
• Identified plans and resources required to meet project goals and objectives.
• Provided detailed project status updates to stakeholders and executive management.

KEY PROJECT

• Identified cross-training needs for both Hardware and Help Desk support personnel and subsequently developed training material that reduced repeat rate on trouble tickets by 12% and increase customer survey scores.

• Troubleshot and resolved advanced questions regarding issues with computer hardware, software, network connectivity, and telecommunications equipment.
• Utilized Symantec’s Altiris to migrate and deploy computers from XP to Windows 7.
• Created user network account, assigned permissions, modified group membership, and administered group policies and procedures using Active Directory.
• Achieved performance excellence with full responsibility for monitoring daily backups, antivirus status, shared storage space, and network activity; and adjusting network equipment settings accordingly.
• Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and group policies.