Desktop/Helpdesk Analyst

Mary Ibiam-Nkenke
96-04 57th Avenue, Apt. 16M Corona, NY 11368
(917) 348-2892
marynkenke@gmail.com


SUMMARY
•	Several years of experience in providing technical assistance to computer system users. 
•	Experienced in providing courteous and efficient user support in fast paced environments via telephone and at the desk side.
•	Proficient with Windows Operating Systems and user account creations. 
•	Cross-platform experience in systems administration, including analyzing, installing, maintaining, and repairing hardware, software, peripherals, and networks.
•	Experience in installation, upgrade application with InstallShield, configuration of Windows-based software and troubleshooting including resetting user password, permissions, creating and installing local/network printers.
•	Excellent documentation methods for any problems/solutions found as project progresses.
•	Superior troubleshooting, technical support abilities, provides end-user software training when needed as well as participate in multiple types of projects, migrations, rollouts, etc.
•	Team player who can multi-task either autonomously or within a group and also develop exceptional relationships with co-workers, management and end users.
•	Excellent communication and problem solving skills.

EXPERIENCE
Consulting Assignment	12/2009 – 08/2011
Analyst/System Support
•	Provided end user support and technical assistance over the telephone supporting attorney, upper management and staff members in general.  Also provide account creation, administration, installation and configuration of Windows-based software.  Build packages to install, maintain, and upgrade application with install shield SMS Administration
•	Package Creation and Distribution via SMS / SCCM 2007.
•	Provided troubleshooting techniques including: e.g. user login problems, permissions problems, windows-based client/server access problems and network and local printer problems.
•	In-depth knowledge of SCCM/SMS client installation, software distribution, remote control, and related SMS issues. Daily use of Citrix Web Interface.
•	Used ACD call system and support magic to track end-user issues and issue trouble tickets, responsible for a wide-range of word document restoration, stabilization and restyling. Maintenance and repair of A/V equipment
•	Troubleshoot remote access conflicts related to: blackberry and blackberry desktop manager, citrix metaframe XPE, RSA secure ID card and soft token database maintenance.
•	Involved in creating, maintaining and disabling network and exchange accounts establishing enterprise level permissions and passwords for user accounts.
•	Travel to offsite locations to perform related work; transport equipment and materials to and from remote work sites; and respond to emergency situations.

Citigroup	 06/2006- 03.2009
Desktop/Helpdesk Analyst
•	Performs user account creation, deletion, and configuration. Assisting in hardware installation and maintenance of workstations, servers, networking equipment, and other supporting hardware and software.
•	Performs desktop migration from Windows 95/NT4 to Windows 2000, Windows XP and Vista. Provides technical support for corporate client/server systems. Package Creation and Distribution via SMS / SCCM 2007.
•	Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and application to meet business needs.
•	Responsible for the support of network services relating to desktop connectivity and also set up offsite users to work virtually.
•	Responsible for e-mail system and Internet Information Server, meeting employee and customer needs 24/7.
•	Utilize standard corporate tools to record changes, service requests, and problem activities for tracking purposes.
•	Provide first and second-level technical support and troubleshooting to customers and clients globally and user training of new software.
•	Implementing and administering MS Windows 2000 Directory Services infrastructure, installing, configuring and administering MS Exchange 2000 Server, Windows 2000 Server and Windows 2000 Professional.
•	Troubleshoot remote access conflicts.

Cravath, Swaine & Moore LLP.	03/2005 – 06/2006
Desktop Support/Network Administration
•	Provide end user support and technical assistance over the telephone supporting attorney, upper management and staff members in general.  Also provide account creation, administration, installation and configuration of Windows-based software.  Build packages to install, maintain, and upgrade application with InstallShield SMS Administration.
•	Responsible for the support of network services relating to desktop connectivity.  Proficient in providing user support and training via Aventail VPN remote access.
•	Provided troubleshooting techniques including: e.g. user login problems, permissions problems, windows-based client/server access problems and network and local printer problems.
•	Performs day-to-day activities within established levels & metrics and creates balanced, comprehensive strategies to achieve goals through careful preparation and organization.
•	Used ACD call system and Support Magic to track end-user issues and issue trouble tickets, responsible for a wide-range of word document restoration, stabilization and restyling.
•	Maintain advanced skills in using styles in Microsoft Office products, Internet Explorer and Litigation Software (Concordance) for indexing, imaging etc.
•	Troubleshoot remote access conflicts related to: Blackberry and Blackberry Desktop Manager, Citrix Metaframe XPE, Enfuse Classic Web Console, RSA Secure ID card and soft token database maintenance.
•	Involved in creating, maintaining and disabling network and exchange accounts establishing enterprise level permissions and passwords for user accounts.
•	Travel to offsite locations to perform related work; transport equipment and materials to and from remote work sites; and respond to emergency situations.

Orrick, Herrington Sutcliffe LLP		04/2002 - 02/2005
Helpdesk Analyst/Desktop Support
•	Provided technical support over the telephone and in person on commonly used software applications including the Microsoft Office Suite by analyzing and resolving trouble tickets utilizing Heat software.
•	Added users to and disabled terminated users from Active Directory.
•	Provided local and remote desktop and network support for users.
•	Trained user one-on-one on the features of the Microsoft Office Suite of Applications.
•	Created and maintained user accounts, disabled network and exchange accounts and maintained virus software updates.
•	Set up and configured DSL & imaging hard drives utilizing Norton Ghost. Ghosted images from the network and SMS scripts.
•	Evaluated the effectiveness of new tutorial programs for our user community and made improvements as needed.

Fried Frank Harris Shriver & Jacobson, NY	05/1999 –2/2002
Help Desk Analyst
•	Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, and remote systems. 
•	Provide network administration to include LAN troubleshooting and resolution. Set-up and migrated new users on LAN/WAN environments
•	Supported more than 1000 end-users with computer, network systems and peripheral devices.
•	Provided technical support in a Windows 2000/Active Directory environment and Novell Netware.
•	Responsible for troubleshooting network and connectivity issues, user profiles and for creating new user accounts.
•	Performed daily Novell administrative tasks including maintaining passwords, data integrity, and deleting users, setting up shared areas, controlling data access and managing print queues.
•	Provided MS Office, Windows, and desktop troubleshooting for end-users.
•	MS Word Document Specialist responsible for troubleshooting corrupt documents, style and mail merge questions, as well as questions related to paragraph numbering, CompareRite, TOC’s, and TOA’s.

TECHNICAL SKILLS
Operating System	MS Windows XP/2003/Vista/2007, Windows 2010 	Workstation/Server, Novell
	Windows 2000 Professional & Server, Windows XP, SMS 2003, SCCM 2007
Protocols:	TCP/IP, DNS, and DHCP.
Application Packages:	Microsoft Office Suite 97/XP/2003/2007/2010 (Word, Excel, Access, PowerPoint and Outlook), GroupWise, Citrix XenApp, XenDesktop, XenClient, NetScalar, Metaframe, Secure ID, Lotus Notes 5, 6 & 7, Blackberries, Interwoven Document Management, iManage MailSite 4&8, InfoRite, DM5, DOCS Open, PC Docs, SoftSolution, Doc Xtools, Delta View, Compare Rite, Legal Mac Pac, SoftWise Macro Suite, CarpeDiem, DTE, HotDocs, Lexis/Nexis, Concordance, Systems Management Server Administration (SMS), Docs Exchange, Crystal Reports, Adobe Product (Acrobat reader and Writer), Norton Anti-Virus, NW Admin Help Desk Tracking Software (Heat, Support Magic, Remedy ARS and Giva.Net), Market Data (Bloomberg & Reuters), Harvard Graphics, Visio Technical. 
Browsers:	Internet Explorer, Netscape
Directory services:	Active Directory MMC

EDUCATION
Certificate in Bookkeeping and Accounting – Baruch College 2011
PMP Certificate, - University of Villanova, 2009
Bachelors of Science, Computer Science – Belford University, 2003

TRAINING AND CERTIFICATIONS
Microsoft Certified Professional (MCP), MOUS
A+ & Network+ Completed
Microsoft Certified System Engineer Program (MCSE& MCSA) Completed