Mc.Fabien Allen
Computer Support Specialist
Bronx,NY
Summary
Computer Support Specialist with six years of experience in diagnosing and resolving technical issues, providing excellent customer service, and optimizing IT operations. Seeking a challenging role to leverage expertise and contribute to a dynamic I.T. Team at a reputable company.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Computer Support Level 2
Davis Polk & Wardwell
New York , NY
05.2022 - Current
- Performs extensive 2nd level troubleshooting, showcasing strong attention to detail and problem-solving skills
- Collaborates effectively with 3rd level teams and vendors for prompt issue resolutions
- Conducts prompt research and resolution of user inquiries, ensuring timely solutions and efficient issue handling
- Resolves complex technical issues by identifying and addressing root causes, enhancing overall problem resolution
- Serves as a point of contact and mentor for many level 1 agents as well as other I.T Technicians
- Engages in ongoing training programs to maintain and enhance technical skills, ensuring up-to-date knowledge and competence
- Submits weekly activity reports to the Computer Support Manager, maintaining transparency and accountability
- Creates user-friendly instructional documentation for the firm's technology
- Participated in software and hardware rollouts and upgrades, including planning, testing, user feedback collection, training, and support
- Provides remote support to resolve user issues, often avoiding interruptions in a user’s workday
- Suggests and implements improved support methods to enhance efficiency and productivity of the support function
Computer Support Specialist Level 1
Davis Polk & Wardwell
New York , NY
02.2021 - 03.2023
- Resolved user inquiries by conducting thorough research, ensuring timely solutions to technical issues
- Collaborated closely with other Support, Training, and Information Systems teams to ensure cohesive service delivery
- Took ownership of escalated tickets, overseeing their resolution and ensuring user satisfaction
- Solicited user feedback and compiled data for continuous improvement efforts
- Led a small team to provide in-person support for annual Summer Associates’ orientation sessions
- Supported over 2,000 users across New York, Menlo Park, CA, Washington, DC, São Paulo, London, Paris, Madrid, Hong Kong, Beijing, and Tokyo
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Provisioned over 200 mobile devices using Ivanti’s MDM
IT Support Specialist
Holland & Knight LLP
New York , NY
08.2019 - 06.2020
- Successfully supported over 200 users across New York and Stamford, CT offices, ensuring seamless technology assistance
- Imaged over 100 local PCs to Windows version 1903 as part of a firm-wide update for all users
- Orchestrated the deployment of over 70+ PCs within a tight 2-week timeframe, aligning with project deadlines
- Set up and troubleshoot A/V equipment for over 10 conferences every week
- Assisted with onboarding and offboarding employees
- Installed Windows 10, software, and encryption on employee devices
- Utilized ServiceNow tickets to manage incidents effectively, achieving a 90% resolution rate on first contact, boosting user satisfaction
- Diagnosed and repaired Windows and iOS hardware/software for over 300 devices
- Provided level 1 and level 2 support for printers and scanners, ensuring smooth document management and operational continuity
- Successfully facilitated the transition to a work-from-home environment for over 200 users in both office locations, ensuring remote productivity
- Maintained systems administration duties such as active directory, user profiles, and password management
Computer Technical Repair Agent
Geek Squad
Mount Vernon , NY
08.2017 - 08.2019
- Executed modular repairs on Apple phones, showcasing technical proficiency in hardware restoration
- Delivered personalized training sessions to clients, encompassing PCs, Macs, and various hardware and software tools
- Provided training and mentoring to both new and experienced agents, resulting in their development into top-performing team members
- Played a pivotal role in elevating agents' skills, propelling the team's ascent from low rankings to a top 30 position
- Identified and resolved hardware and software issues, demonstrating a keen eye for technical nuances and effective solutions
- Engaged in PC rebuilding, crafting systems that not only met client performance goals but also achieved aesthetic preferences
- Continuously delivered exceptional customer service and ensured optimal technical solutions and services to all clients
Education
Bachelor of Science - Information Technology
Monroe College
New Rochelle, NY 08.2015 - 05.2017
Skills
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Additional Information
- HONORS AND AWARDS: Honors: , Summa Cum Laude President’s List 2015, 2016 Dean’s List: 2017
Timeline
Computer Support Level 2
Davis Polk & Wardwell
05.2022 - Current
Computer Support Specialist Level 1
Davis Polk & Wardwell
02.2021 - 03.2023
IT Support Specialist
Holland & Knight LLP
08.2019 - 06.2020
Computer Technical Repair Agent
Geek Squad
08.2017 - 08.2019
Bachelor of Science - Information Technology
Monroe College
08.2015 - 05.2017
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