Help Desk Microsoft Office

Yvonne Sebesta

Cell: 281-***-****

E-mail: ********@*****.***

Professional Summary

Experienced Server Administrator/IT Support Specialist with over 20+ years working in a number of roles including IT Help Desk Analyst and Technician, Security, Print Services, Documentation Control and Instructor. Managed server security permissions for the casual user as well as Mission Critical personnel in addition to maintaining groups file structures. Lead Responsible Specialist for the archival and documentation of government data, directory structure cleanups, and security team response for virus eradications.

Professional Experience

Analyst Specialist II\Help Desk 2015-2015 (Short Term Contract)

ASM Research Fairfax, VA (Veteran Administration-VA Hospital System-Houston)

Supported VA community via remote to resolve software, hardware and peripheral issues.

Performed security activities utilizing Active Directory, SCCM and Help Desk databases.

Identified and resolved workstation/laptops and printer challenges.

Set filtering rules to for specific monitoring applications.

Identified, isolated and eradicated virus/malware issues.

Computer Specialist II\Help Desk 2009 – 2014

Cimarron Software Services Houston, TX

•As the primary Computer Specialist for 3 Divisions operating out of the MOD IT Help Desk work very closely with the customers; monitoring, diagnosing, and resolving issues with hardware, software, operating systems, printers and wireless devices. Enjoyed a 98% approval rating over the last 5 years. Provided customer support via chat, e-mail, phone, hands on and remote desktop service.

•Performed Server Administration and Security tasks using NetlQ Directory, Hyena, Citrix, Active Directory (AD), Server Backups and Updates, Issue Tracking Databases and Share Point updates.

•Created and maintained group rosters, server data structures, quotas, and permissions for 1100 users.

•Initiated and managed cost cutting quotas on server space for each of the division folder structures. Identified areas where sever usage could be archive and cleaned up which saved the Divisions approximately $10K over a 3 year period.

•Worked closely with IT Security to identify, isolate, and eradicate a variety of viruses, Trojans, and malware. Identified and prevented a Trojan from spreading which would have been approximately $80K to eradicate and numerous man hours to wipe and reload other machines if it had propagated.

•Trained customers in the use of applications such as Windows XP and 7 and Microsoft Office 2010-2013. In addition, coach customers in site specific applications.

•Produced and published new Share Point procedures to improve department productivity, train new team members, and assist users.

Computer Specialist I 1987 – 2009

United Space Alliance Houston, TX

Utilized the Quintus Ticketing Database provided Help Desk support in various locations. Set up group and user permissions on the servers. Updated anti-virus and confirmed software applications authorizations in adherence to organizational protocols through the SR System. Via the Help Desk performed remote installations and managed workstations nests.

Supervised 15 high school and college interns over eight years and trained them in the working tools to resolve software and hardware issues. Managed staff resources, monitored customer satisfaction through direct contact and metrics. Also worked with each student regarding attendance, dress and real working world behavior in a key workplace setting.

Maintained several Help Desk reporting databases in Help Desk Tracking Tools. Provided metrics and charts detailing productivity, resolution, and ticket retrieval times.

Created the curriculum, handouts, presentations, and performed formal training in corporate application and Microsoft specific training.

Technical writing from creation to publication for existing and new internal IT procedures to improve department productivity and continuity.

Multitasking, problem solving, and creative analysis are considerable fortes, as is exhibiting thoughtful consideration and positive engagement with all levels of professionals and management.

Skills

Proficiency or Familiarity

•Mentor and Trainer with professional experience providing hands-on training of Microsoft Office Suite, corporate applications, and IT-related tools including:

oCustomer Service

oIT Hardware and Software support

oSCCM

oWindows XP, 7, 8 & 10

oHyena\Active Directory

oMS Office XP, 2007, 2010, 2013

Anti-virus installs & virus/malware removal

Education

College of the Mainland

Computer Science

San Jacinto College

Computer Science

Class Completions

CTREC

2013 Configuring and Maintaining Windows 8

CTREC

2012 Configuring, Managing & Maintaining Windows Server 2008

CTREC

2010 Planning & Managing Windows 7 Desktop Deployments & Environments

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