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Bella Hagerty

309 Lombard St., Apt 309 | Philadelphia, PA 19001 215-920-9876 | bella@aol.com

Network/Technical Support Specialist and Trainer

Driven, dedicated, analytical, astute, efficient business savvy IT professional with extensive experience in direct end-user, second-tier support and management for both desktop and network computing, including telephone support, network installation, and system migration. Solid grounding in Win 9x/NT/2K/XP, Mac, Novell, and Unix network environments. Adept at evaluating new technologies and recommending cost-effective solutions. Clear communicator with strong interpersonal skills and budget management experience.

Technical Skills

Hardware	PC, Macintosh; installation of peripherals, including scanners, printers, SIMMs, processors and hard drives
OS	Windows 9x/NT/2000/XP/Vista, MacOS, Unix, AIX
Applications	Office Productivity: Microsoft Office 2000/2003/2007, Microsoft Word 97, Microsoft Excel 97, Microsoft PowerPoint 98, Microsoft Works 4.0, Microsoft Project, Microsoft Visio, Microsoft Exchange, WordPerfect, Lotus Notes, Lotus 1-2-3, Dameware, FrontRange HEAT, DocXTools, Legal MacPac 10, Office Communicator & Live Meeting Graphic Design/Desktop Publishing: Adobe Acrobat, Adobe PageMaker, Microsoft Publisher 97/98 Video/Photo Editing/Management: ACDSee, Adobe After Effects, Adobe Photoshop, Adobe Premiere, Corel PhotoPaint System Maintenance and Security: Ghost, McAfee Security Suite, Norton AntiVirus  Development and Implmentation: Picasso, Rational ClearQuest Web Development: Adobe PageMill, Macromedia Dreamweaver, Microsoft FrontPage 98 Design/Drafting: AutoCAD, Adobe Dimensions Financial: Microsoft Money, Peachtree Accounting
Selected Major Projects Outlined, Designed and Rolled Out a training manual, Morgan Lewis & Bockius, for all new incoming help desk analysts to acclimate themselves and train them for all aspects of the job within the Help Desk as well as the Law Firm Office migration project, ExxonMobil: trained staff in use of new hardware and software and migrated data to new system prior to office relocation to Canada Database hardware and software upgrade, Naval Sea Systems Command: collected and analyzed information about data collection needs, recommended hardware and software, designed and implemented new database and trained staff in its use IBM AIX server installation, Vertis Inc.: analyzed office functions, configured and installed new hardware, recommended upgrades to handle additional tasks and managed rollouts of upgrades Rebuilding IT management and support function, Penn School of Design: Installed new computer network, hired additional staff, and implemented new policies and procedures to improve reliability of system, raise level of support, and reduce response times for trouble calls
Experience
March 2008 - Present	Morgan Lewis Bockius LLP IT Team Lead  Functioning as part of the Help Desk Services. Duties include documentation, help desk calls, generating and closing tickets on a day-to-day basis.  Responsible for the first 2 lines of IT support, including Active Directory, account maintenance, Citrix, Remote Desktop, Checkpoint VPN, new rollouts, Lotus Notes, Outlook, MS Office, Adobe Acrobat and  Photoshop, Office Communicator, Interaction, Carpe Diem, Elite and BlackBerry support.  Direct involvement in training, support and creating documentation for new rollouts.
Oct. 2007-Jan. 2008	VWR International  Systems Analyst (contract position)  Provide first- and second-tier IT support as part of IS Services Desk team, including password/ID resetting, account maintenance, new product rollouts, Lotus Notes and BlackBerry support. Produce and distribute documentation, monitor and respond to help desk calls, generate and close support tickets on ongoing basis. Train users and support staff in new product rollouts, including Remedy and voice over IP.
July-Oct. 2007	Thomas Jefferson University Hospital  IT Specialist, Clinical Laboratories (part-time) Served on overnight IT staff. Performed overnight maintenance to ensure peak system efficiency; provided first-tier IT support, including documentation, help desk call response, and generation of overnight reports for day staff.
June 2007-March 2009	Hochberg, Levin & Zeiger, LLP  Systems Analyst (part-time consultant) Provided technical support for office staff, including new software and hardware installations; performed system backups; played key role in recommending new hardware and software for purchase.
May 2007	McGraw-Hill Supervisor (contract position)  Provided coaching, assistance, and support for project teams working on hand-scoring projects in Arizona and Oklahoma. Specific functions included IT support, hardware rollouts, and imaging.
Jan. 2005-Feb. 2007	Starbucks Coffee Company Supervisor (part-time)  Promoted team environment by training new and existing staff and developing partners to ensure customer satisfaction and the full Starbucks experience for every customer. Analyzed store environment and reviewed key business indicators to identify opportunities for improvement. Managed inventory and placed orders for supplies. Provided part-time IT support and diagnostics for store computer systems.

Experience (continued)
March-Nov. 2004		ExxonMobil  Systems Analyst/Help Desk (contract position) Ensured maximum system efficiency and reliable daily flow of product to customers in more than 700 U.S. locations through weekly conference calls with territory, fleet and regional managers and daily one-on-one consultation with clients and division heads. Managed intake of and maintained data on spreadsheet using Lotus Notes, Microsoft Access, and Microsoft Excel and reconciled spreadsheet data with EMPIRE internal database. Performed troubleshooting on computer hardware and peripherals. Assisted with problem-solving in Delivery and Dispatch department. Provided help desk support as part of staff of 20 supporting 700 end users. Trained employees on use of new systems and software, prepared staff for transfer, and migrated data to new systems as part of relocation of office to Canada.
Jan. 2003-March 2004		U.S. Department of the Navy, Naval Sea Systems Command (NAVSEA) Senior Systems Analyst/IT Coordinator (contract position) Supervised staff of 10 supporting 450 end users for internal Navy hardware and software upgrade project. Identified data needed to make informed decisions through individual consultation with clients and division heads. Managed input of and maintained data on spreadsheet using Microsoft Outlook and Microsoft Excel and reconciled spreadsheet data with NOIS internal database. Conferred with department manager on data collection needs and recommended hardware and software needed for the task. Designed and implemented databases along with all necessary documentation, technical manuals and procedures. Trained staff in use of new databases.
April 2002-Jan. 2003		Johnson & Johnson Help Desk Coordinator, Networking & Computing Services (contract position)  Oversaw testing, certification, implementation and technical documentation of new software acquired by the company. Supervised staff of 16 certifiers (eight in the US, two each in Belgium, Australia, and South America, and one each in Great Britain and Singapore) supporting more than 1000 end users. Managed intake of certification requests using Outlook, assigned tasks to certification specialists, and maintained spreadsheet to track task progress. Conferred with clients to determine information needed to certify software, determined procedures required to produce necessary results, and notified clients of results. Produced flow charts and diagrams for technical manuals using Microsoft Visio. Provided support for users of MARS internal software and trained new employees on its use, including refreshers on updates and upgrades as they were deployed. Monitored and implemented change management controls using Picasso.
Aug 2001-March 2002	Gruppo Data Base S.p.A. Data and Information Technology Manager (contract position) Managed computing infrastructure and supervised four-person IT staff in Italian software company’s New York office. Determined and managed office IT budget. Devised, coordinated and managed IT projects. Evaluated, recommended, purchased and installed office hardware and software. Established and implemented policies and procedures; wrote official IT policy handbook for company operations in the US and Italy. Hired, fired and evaluated IT staff. Assisted with day-to-day IT help desk operations, fielding calls from users and tracking trouble calls and follow-ups.

Experience (continued)
June 2000-April 2001	Vertis, Inc. Senior Systems Engineer/Senior Help Desk Manager Served as lead engineer and team leader for the installation, implementation, and maintenance of an IBM AIX server for use companywide. Determined initial hardware and software configuration and subsequent improvements to each in response to changing business demands; also recommended new tasks the system could perform and any upgrades needed to handle them, meeting with outside sources to ensure smooth implementation. Managed all office IT systems and support staff of 50, with full authority over office IT budget. Managed IT staff workflow, tracked progress of trouble tickets, and performed day-to-day support tasks, including desk-side duty. Established computing policy and procedures and produced handbook for office staff. Served as advisor to business systems team with responsibility for financial and accounting systems.
Dec. 1999-March 2000	Dayton Hudson Corporation (now Target Corporation), Target Stores Division Independent Computer Contractor Assisted IT staff for area stores to ensure all store systems were Y2K compliant, updated software, and fixed database error that prevented it from recognizing Feb. 29 as a valid date.
Nov. 1998-Nov. 1999	University of Pennsylvania Graduate School of Fine Arts (now School of Design) Interim Director of MIS/IT (contract position) Turned around operations of struggling computing support operation that had been functioning without a director for 18 months. Reduced incident response time from seven days to 36 hours by increasing IT staff from one full-time employee to four full-time and eight part-time staff. Developed and managed school IT budget and recommended all new hardware and software for the school. Managed planning and implementation of new computer network based on Windows NT (Service Pack 5) servers and workstations; developed new policies and procedures reflecting the new technology and wrote accompanying handbook on computing and security practices. Worked with other university IT staff to address issues of cross-platform interoperation between NT and Unix servers. Supervised help desk staff and assisted in routine help desk duties. Developed computing workshops for staff and faculty and computing policies and procedures for students. Participated in top-to-bottom redesign and modernization of school Web site. Served on university-wide Y2K committee as school representative.

Education

Temple University, BS - Business Administration

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