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Information Technology, Customer Service, Microsoft Office, ServiceNow

Alexandria, Virginia, United States
40000 - 50000
January 26, 2017

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**** ***** *****, ***. *** • Alexandria, VA 22312 • Mobile: 571-***-**** •


Software: Microsoft Office Suite (Access, Excel, PowerPoint, Word, Visio, Publisher); Microsoft Windows Operating Systems Windows 7 and 8; installing drivers; basic HTML, blogs, and wikis; basic understanding of database and SQL, Sage accounting, basic understanding of Java, JavaScript, CSS and Bootstrap, basic understanding of ITIL foundation.

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; HP printers; poster jet printers; general computer builds and repairs; hardware installations.

Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router)

Support: Customer service support (email, phone, and in-person), escalation and documentation on ticketing system; service request fulfillment using Service Now

Certifications to obtain: Working towards Comp TIA A+, Comp TIA fundamentals and ITIL certifications

Certified - Advanced Diploma in Computerized Accounting and Management, Certified Nursing Assistant

Languages: English, French and Creole


Freddie Mac Reston, VA

ITSM / Configuration Management Intern (Year Up) August 2016 – Present

Support CMDB Operations team as part of the Enterprise Service Operations team.

Fulfill service requests and manage the CMDB Support Group request queue.

Fulfill asset management and file directory system projects

Fulfill daily class counts, CMDB class monitoring statistics, configuration item relationships which ensure the smooth functioning of the entire system.

Manage the update process of CMDB applications through their IT lifecycle.

Conduct routine CMDB analysis and governance to ensure accuracy of inventory and CI relationships.

Ensure new applications meet requirements for production readiness and transition to operational state.

Fulfill daily monitoring and management of CDI data in the CMDB Support Group.

Fulfill weekly and monthly software testing and implementation as per developmental update

Life Matters Alexandria, VA

Certified Nursing Assistant January 2016 – Present

Assist nurses and clients in checking on vital signs, ensuring they were in good health.

Assist nurses with 25 clients in observing and ensuring patients took their medications according to doctor recommendations to provide high-quality health care services.

Staples Alexandria, VA

Sales and Copy & Print Associate August 2015 - February 2016

Provided graphical services for over 70 customer projects using the Staples Copy & Print center software, with high customer satisfaction ratings.

Fulfilled over 40 customer transactions per day using the POS software system.

Take orders and answer questions from over 25 customers by phone within a 4-hour shift.


Year Up, National Capital Region Arlington, VA

Information Technology Training March 2016 - Present

Accepted into a leading national career development program with 250 corporate partners graduating 2,000 students annually across thirteen cities; including college-level coursework, career training, and a six-month corporate internship

Focused on Information Technology, to prepare for roles in desktop support, IT help desk, software development/testing, and business operations

Earned ACE college credits via participation in this accredited program

Northern Virginia Community College Annandale, VA

Information Technology August 2015 - Present

Awards and Honors

Staples: Associate of the Month November 2015

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