Customer Service Microsoft Office

VIVIAN SENAYA

**** ******** **. *******, ** ***** 240-***-**** ************@*****.***

PROFESSIONAL SUMMARY

An IT Professional and a proven project and team lead with aptitude for good customer service, leadership and excellent oral and written communication skills. Seeking a varied and challenging position enabling me to consolidate my professional experience, expand my knowledge and provide opportunities for personal and professional growth.

TECHNOLOGICAL & SPECIALIZED SKILLS

Microsoft Excel, Word, PowerPoint, Access, Visio, SharePoint, BMC Remedy ITSM Remedy, Retina Vulnerability Scanner, Nessus Vulnerability Scanner, Adobe Reader, Visual Basic, Microsoft Windows, BMC Remedy IT Service Management.

Knowledgeable in review of: System Security Plan (SSP), Risk Assessment, FIPS-199, POA&M, NIST Special Publications 800 Series, FISMA regulations.

PROFESSIONAL EXPERIENCE

IT Support Desk Specialist 2 July 2014- Present

NASA Goddard Space Flight Center (Contractor) - Greenbelt, Maryland

Clearance: Public Trust

Provide technical support and installation services for enterprise and desktop software.

Provide remote desktop support.

Providing support for many applications supported at NASA.

Receive all incoming calls/emails and resolves routine problems

Logging all problem calls that need additional assistance and forwards them to the appropriate department

Scheduling of equipment to be refreshed

Compiles weekly and monthly statistical reports

Creating and Revising official documentation

BMC Remedy ITSM modules including but not limited to the following: Service Desk, Incident, Problem, Change, Asset, Service Level, IT Business Management, Analytics, Dashboards, Knowledge Management and Self Service

IT Administrative Assistant May 2014- July 2014

CyberSoft Technologies Corporation -Lanham, Maryland

Utilized organizational skills to ensure office ran smoothly

Used Microsoft Office to create invoices and miscellaneous documents

Provide administrative support and successfully perform routine tasks

Support to customer issues including software and network system issues

Perform additional assignments per management’s direction

Office Administration Assistant - Work Study July 2010-December 2010 College of Southern Maryland Center for Trades and Energy Training -Waldorf, Maryland

Assisted Office Manager with all office responsibilities

Conducted quarterly telephone surveys to former students

Restock supply inventory daily

Filing of students confidential information

Input information of students in school’s main database

Office Administration Assistant February 2009-July 2009

College of Southern Maryland -LaPlata, Maryland

Supported Staff of 12 Academic Advising offices

Managed individuals office schedules using Novell GroupWise

Respected confidential information of students

Directed incoming calls to appropriate staff

Used Microsoft Office to create invoices and miscellaneous documents

Enhanced professional skills in administration setting

Adapted to the changing needs of the administrative offices as necessary

Utilized organizational skills to ensure office ran smoothly

EDUCATION

University of Maryland University College, Adelphi, MD September 2016 – Present

Masters of Science in Cybersecurity Technology

Salisbury University, Salisbury, MD December 2013

Bachelors of Arts

Fulton School of Liberal Arts

Major: Communication Arts Track: Human Communications

Minor: Information Systems

CERTIFICATIONS

Security+ SYO-301 CE May 2014

Computer Repair Technician May 2009

Certified Authorization Professional (CAP) In Progress

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