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Resume for MaryAnne Freedman

MaryAnne Freedman

Lowell, MA 01852

Mobile 978-821-8893

[email protected]

www.linkedin.com/in/maryannefreedman

SUMMARY

Accomplished Desktop Specialist and IT Trainer with experience working in a broad range of fast-paced industries both domestically and internationally.  Core skills include in-depth business applications expertise and astute technical troubleshooting.  Outstanding end-user training and user friendly technical documentation production.  Key team member during 12 plus large-scale organizational technical implementations.  Demonstrated skill in expressing ideas clearly and effectively.  Works well independently and on a team.

Technology Tools:

Windows OS 3-10

SCCM

Android

Audacity

Microsoft Office 95-2013

Citrix Receiver

IOS

Snagit

Microsoft Exchange

Mimecast

KwikTag

SoundForge

Active Directory

Biscom FTP

Winscribe

Photoshop Elements

Citrix Desktop Manager

Team Viewer

Various Ticketing

Premiere Elements

NetApp Snap Drive

ActiveSync

Camtasia

Adobe Acrobat Professional

PROFESSIONAL EXPERIENCE

Desktop Specialist / IT Trainer                                                                                                                                   2007-2015

Mirick O'Connell, Worcester MA - 60 attorney law firm regarded for its work in such diverse fields as technology, banking and finance, energy, insurance, life sciences, health care, education and manufacturing.

Technical Support

·        

First line response for technical support in 140 person law firm, for network, software, virtual desktop and hardware issues including mobile devices and basic printer maintenance.

·        

Performed network administration functions, creation of new user accounts and distribution lists in Microsoft Exchange along with managing full access permissions and mail flow settings.

·        

 Responsible for Active Directory OU memberships, password resets and folder level security permissions on file server.

·        

Assisted users with Citrix Receiver installs and general troubleshooting.  Restarted stalled pooled and dedicated VDI sessions with Citrix Desktop Manager.

·        

Responsible for removal of computers from AD and SCCM before applying network image on new or problem PCs and laptops, making sure PXE enabled in CMOS settings and editing local group policy settings on loaner laptops. 

·        

Retrieved individual file backups creating temporary LUN using NetApp Snap Drive.

·        

When necessary deletion of local, roaming and UPM profiles.

·        

Responsible for import / export of PST files as needed for trial research or new /departing employees.

·        

Using Mimecast Administrative Console assisted users with on-hold or blocked email.  Also reset passwords for customers receiving secure email.

·        

Administrator privileges for assisting users with sending or receiving of Biscom FTP secure emails / files.

·        

Administrator privileges for user account creation and troubleshooting of digital dictation software e.g.  Winscribe, Associate Dictation and Speech Exec.


 

MaryAnne Freedman

·        

Responsible for account creation, security settings and troubleshooting for Worldox document management system.

·        

Installed SSD drives, memory and optical drives on PCs and laptops.

·        

Developed solution for converting 5.1 channel stereo video files to practical transcription file format utilizing Premiere Elements and Audacity.

·        

Transformed functionality of existing Access databases by working cross-functionally collecting input to customize queries, forms and reports.  Also customized existing Word print macros to suit departmental needs.

·        

Due to strict security policies responsible for installs of non-standard software.  Also responsible for virus scanning of thumb drives and CDs and all downloads from sites such as Dropbox using an off domain computer.

Training

Provided user training for all general firm software products and produced 300 plus instructional handouts covering topics from Microsoft Office to file encryption.

·        

Recruited, trained and coached key stakeholders for pilot teams to promote enthusiastic firm wide engagement of new technologies.

·        

Supported software and hardware migrations from outdated systems by developing and designing effective training content and materials and applying appropriate presentation strategies for each audience.

·        

Consistently met timelines for training by managing resources and logistics efficiently and effectively.

Free Lance Training & Tech Support Contractor for Two Key Consulting Companies                         1996-2007

Compuworks, Wakefield, MA – Specializing in Training and Support of Leading Boston Law Firms, Hospitals and Massachusetts Industries.  Apogee Solutions Inc., Northborough, MA - Specializing in Sales Force Automation.

·        

Minimized employee resistance to new software implementations by providing knowledgeable pre-deployment guidance on timelines, instructional development and support requirements.

·        

Track record for outstanding platform delivery of Microsoft Access, Excel, PowerPoint, Outlook and Word.

·        

Provided technical support in demanding high volume call center for 1500 plus end users, requiring advanced Microsoft Office expertise, general software and hardware problem solving skills and remote computing troubleshooting.

·        

Chosen as lead consultant providing Oracle Siebel sales force automation (CRM) implementation and training support, throughout U.S., South America, Europe and Asia Pacific.  Known for creative problem solving skills.

·        

Consistently delivered outstanding training performance in difficult global rollouts requiring both application and business model expertise.

EDUCATION

 

University of Wisconsin-Milwaukee, B.A. in Political Science