Howard KessaFull name on record: Marky Howard Kessa

IT Support  |  sole day-to-day IT, also carried HR coordination

Only person handling IT day to day. A partner with network background was rarely on site.

• Owned the full account lifecycle: provisioned every user with standardized usernames, addresses and signatures by role, enabled MFA, handled password resets, and deleted accounts when staff left.
• Deployed and configured computers and multi-monitor setups across Windows and macOS, supported staff on Android and iOS, and owned printer support across the office including installation, drivers and daily faults.
• Brought Google Workspace and legacy Outlook mail into HIPAA compliance so staff could transmit PHI and PII safely.
• Wrote SOPs for most of the processes I handled and made them available.
• Set up remote printing access over a Tailscale mesh VPN.

Insurance Sales & Service  |  Remote

A year of high-volume phone work, which is most of what a service desk actually is.

• High-volume phone work, explaining insurance plans to customers and guiding them to a decision they understood.
• Translated complicated coverage rules into plain language for people who had not asked to learn them.
• Worked independently, off-site and unsupervised, managing my own call cadence and follow-up.

IT & Administrative Support

Ongoing volunteer IT for a church running four shared workstations.

• Built and administered an Unraid storage server so four PCs worked from the same shared storage.
• Diagnosed and fixed projectors and computers that failed mid-service, with no option to reschedule.
• Supported users remotely by phone and video, and set up remote access with RustDesk.