Help Desk Coordinator
Resume:
YAZEL BOUDOUR
Seattle, WA *****
*****@*******.***
QUALIFICATIONS SUMMARY:
Ability to work independently in diverse environments as demonstrated by seven years of
experience as a business owner in Central Africa followed by 20 years of IT in the USA.
Effective communication skills as evidenced by oral and written fluency in French (native) and English.
Service Desk leading experience in a global company for 6 years.
CERTIFICATIONS:
MCP, Developing Applications with Microsoft Visual Basic.
ITIL
EDUCATION:
Seattle Central Community College, Seattle, Washington, 1998
Visual Basic, Levels 1 and 2
Web Page Design
University of Liege School of Business Administration, Liege, Belgium 1985-1986
Completed two years toward business degree.
EXPERIENCE:
Service Desk Analyst II
Saltchuk Marine 2020-2023
I performed service desk work for over a thousand users in 3 different domains over several permanent locations including Washington, Oregon, Alaska, California, Florida, Massachusetts. Fedex was out friend!
Office 365 with One Drive and SharePoint was the main common tool for all users even though the traditional file servers were still very much present. In conjunction with HR onboarding process, I was working on Active Directory account maintenance with the related SharePoint permissions. It was an hybrid infrastructure and I was comfortable in Azure, MS Exchange Online (new and old interfaces). FreshService was our ticketing and assets management system while we relied on Lansweeper for the latter as well for its neat reporting capabilities, I am very comfortable with both.
One of my major tasks was to maintain various images for all business units using the Microsoft Deployment Tool. From within MDT I designed task sequences from scratch and maintained all deployed applications. I added many custom command line scripts to answer the needs from Infrastructure (e.g: registry). We had separate images for the vessels and the offices and I managed it all.
Maintaining the Team Viewer console and various MSI installers (for offices and vessels) and their related policies pushed to all computers at imaging time was one of my major assignments. Under 15% of users were onsite and Team Viewer was a strategic tool.
Spam filter Avanan is is similar in quality to Proofpoint with which I worked at Esterline and Mimecast that I used at Manson. Avanan was a really efficient tool to isolate an attacker and quarantine emails given various parameters.
Cortex XDR and its remote terminal capabilities was a great tool to push software to some computers that could not be on the domain.
The Cisco Meraki interfaces for all domains allowed me to configure ports and move them from a VLAN to another, update the wireless passwords and verify whether or not access points were online or not among all the powerful capabilities the tool offers.
Service Desk Analyst
Manson Construction
2020-2020 Short term contract involving service desk work with the usual active directory and SharePoint duties. We used Kace software for the ticketing system and asset management and I keep the nicest memory about it, in fact I think it is the best ever. The imaging system was also under Kace and I was trained then tasked with maintaining the official Windows 10 Enterprise image deployed to 800 users in locations all over the united stated.
Service Desk Coordinator
Esterline Technologies 2013-2020
Ran the service desk at the corporate offices of a 13,000 people company (100 people over two floors). Maintained constant communication with the IT departments of our 80 locations around the world and coordinated various global tasks within enterprise software products. Managed Active Directory accounts for several business units. Comfortable using and editing PowerShell and VB scripts whenever possible.
Exchange 2013
SCCM
Orchestrator
Data Protection Manager
SharePoint
PowerShell
OKTA (Enterprise Single Sign On)
Proofpoint (Spam filter)
Citrix Sharefile
Adobe (Enterprise Panel)
Bluejeans (Enterprise admin panel - video conferencing solution)
ATT Wireless Business account with hundred lines on file.
Maintained a knowledge base of all products, processes and actions for onboarding new employee.
Information Systems / Technical Support
Montgomery Purdue Blankinship & Austin 2005-2013.
Making sure 20+ lawyers and their assistants get quick answers related to their hardware and software; maintaining 6 Windows 2008 servers with the help of external consultants, 50+ Windows machines, 50+ printers, 50+ phones, 20+ smart phones for everybody’s smooth computing experience.
Typical tasks were managing users (active directory) and Barracuda backup, writing and publishing Outlook forms in Exchange 2008 Organizational library, installing and managing an antivirus and Windows update servers, purchasing all software, hardware and printer supplies through various vendor accounts.
Developer / Technical support / Sales 1999-2004
Azalea Software, Inc.
Developed and maintained a line of barcoding products (code 39, code 128, UPC/EAN,
Interleaved 2 of 5, Code 93, MSI/Plessey, Postnet, PDF417 and Data Matrix) in Visual Basic (applications) and ANSI C (dynamic link libraries) with Visual C++ and their corresponding web based technical support pages.
Maintained an ANSI C based User Function Library for Crystal Reports.
Developed and maintained PHP web pages related to these ANSI C encoders.
Was the only programmer / technical support employee, in that three person corporation realizing around $400,000 annual sales, between March 1999 and October 2004.
Server/Bartender 1997-1999
Various locations in Baltimore, MD and Seattle, WA.
Small Business Owner 1989-1996
Owned and managed a gas service station in Gabon, Central Africa. Doubled sales revenues within 2 years by introducing new products and services (propane, tires, lubricants, oil change, car wash) to reach annual sales over $500,000. Supervised 3 full time and 5 part time employees.
Soldier 1987-1988
French Army, Brives-La-Gaillarde, France
Responsible for managing the food supplies warehouse for the 1200 people regiment.
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