brian blackthorne

Provided telephone technical support for the Aptiva Personal Computing division.

* Received and responded to Help Desk requests clearly and with a professional and pleasant attitude, even in a stressful environment. Updated assigned tickets in the Help Desk ticketing system. Provided end-user hardware and/or software support to all users as directed * troubleshot as needed * escalated when appropriate.

* Front-End Administrator and Technical Lead for: * Cisco CallManager & Unity Voicemail System * BlackBerry Enterprise Server * RSA SecurID Authentication * Microsoft Active Directory User Administration * Websense Web Filter * Corporate Intranet * Digital Dictation and Transcription

Supervised teams of 12 -24 Technical Support Case Managers for the following corporate accounts: Compaq Consumer and Commercial divisions IBM Consumer and Commercial divisions Gateway Consumer division Track, trend and correct performance problems; establish performance goals and assign accountability for achieving such. Conducted regular service-level reviews to keep the lines of communication open between the IT support group and business units. Periodically conducted end-user satisfaction surveys and develop action plans to address areas requiring improvement.

Provides oversight and direction, customer relations, tactical and strategic planning, and research for all CSUSA schools in Miami-Dade, Broward, and St. Lucie counties. Maintains functional authority over local technicians to accomplish tasks. Oversees incident management process for up to 20 sites, 1,000 staff, and 20,000 students. Ensures successful deployment of change management procedures within the region. Serves as an escalation point for issues of high importance and/or urgency. Provides management with critical decision-making information by analyzing data, forecasting, and development of systems or processes to monitor data and trends. Assists school leadership in identifying and onboarding of Technicians. Acts as a technology liaison for schools, clients and vendors.

* Becker & Poliakoff is a diverse commercial law firm with more than one hundred forty five attorneys and lobbyists practicing in sixteen (16) offices throughout Florida, New York City, New Jersey, Washington, D.C. and Prague, Czech Republic. The Firm is a member of Legus, a national and global network of law firms that enable our attorneys to provide assistance to clients nationally and worldwide.Founded in Miami Dade in 1973, the Firm provides legal services in seven primary areas of law including: real estate * business litigation * customs and international trade * government law and lobbying * corporate and securities law * construction * condominium and homeowners' association law, plus other areas such as offshore asset protection, tax, and estate planning * intellectual property * collection and foreclosures * gaming, bankruptcy * financial restructuring * and more.

Classes provided an in-depth understanding of the legal system as it relates to the law, the courts, clients, and lawyers. The curriculum encompassed both generalist and specialist courses as recommended by the American Bar Association."]