SUMMARY:

• I want to obtain experience to further push my professional career and I believe this position would help me attain some of the necessary experience. I am a self - starter, eager to learn new things, I strive for excellence, and I provide exceptional contributions in the work field. With prior professional experience, I am willing to learn and be productive when given the opportunity.

TECHNICAL SKILLS:

• Microsoft Word
• Excel
• Power Point
• Office
• Quickbooks
• PDF
• Final cut pro and Photoshop
• Fluent 2 languages (French, Kirundi)Proven rapport building with diverse population
• Outstanding communication skills
• Excellent attendance at work or school
• Knowledge of the operation of office machinery (e.g., fax, copier, telephone)

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

iDesk Analyst Tier 2

• Supported IFC/WorldBank users with iDesk application support
• Proprietary software support
• Call center environment first call response weekly goals
• Remote into users machine to support application error
• Tier 3 escalation
• Remedy ticket system
• Follow up on Pending status tickets
• Customer service via email, messenger and phone
• VIP client support
• RSA token codes assigning iDesk Bank software Application troubleshooting
• Active directory password reset
• Java software application upgrade
• FCR above required 70%
• Monthly SLA requirements

Confidential, Washington DC

Help Desk Technician

• Virtual Private Network (VPN) support, Active Directory, Password resets, Microsoft Office Communicator, Microsoft Lync, and Bomgar Remote Support.
• Correctly refer unsolved issues to higher tier escalation
• Banknet 2.0 Application support
• Extreme customer service support including VIPs and executives
• Servicenow ticket logging and explanation of issue that lead to incident resolving
• Call center atmosphere FCR (First Call Response) goal 300-400 calls weekly
• Heavy traffic email response customer service
• Prepare materials for scanning through removal of staples and paper clips
• Sharing PDFs through shared drives with team to discuss trouble shooting technique
• Follow up with customer to check status of issue and if issue was resolved if not on FCR
• Learn banking technical terminology
• Supported customers through application enhancements
• Servicenow group message with team to keep up with team and any customer related issues
• Banknet 2.0 application user add, remove, edit information of customers per online request form or over phone detail walkthrough of how to set up account

Confidential, Woodbridge, VA

Billing/Payroll Coordinator

• Reported to CEO billing/payroll status with daily deadlines
• Provided support in billing claim denials
• Quickbooks data entry of invoices
• Processed credit card payments
• AMX Invoice entry
• Troubleshoot minor technical I.T issues around office
• Accounted estimated taxes and mailed to clients monthly
• Created excel sheets for accounting department support
• Resolved paycheck discrepancies with aides
• Created profit loss Excel reports monthly
• Mailed/Faxed W2 and 1099 forms to appropriate employees/contractors
• Converted excel and word files to PDF form as requested by CEO
• Prepared materials for scanning through removal of staples and paper clips

Confidential, Washington DC

Media Logger

• Watch/listen/cover television content and provide data entry/ metadata inputs into professional media asset management system.
• Provided important up-to-date video content into the media database, searchable by metadata.Ingest and edit video for production use
• Image quality assurance of edited video
• Image review and cropping
• Archiving completed video and image data
• Making sure catalogues of edited and logged videos are correct and up to date

Confidential, Laurel, MD

Technical Office support

• General office duties; fax, copy, email, and personal calls for owner
• Created Microsoft excel, word, quickbooks, and powerpoint documents for office use
• In charge of editing and maintaining business websites i.e; demandforce, officite, Facebook, and twitter
• Data entry of new business information to spreadsheets and websites
• IT support and point of contact for IT (PSI) in office
• Purchase orders for businesses; office supplies, dental supplies, and payments of developed web pages
• Experience troubleshooting and maintaining Windows and Apple products
• Remote log in experience with PSI IT firm
• Management of social media presence
• Database assistance of 2TB
• Prepared materials for scanning through removal of staples and paper clips
• Image review and cropping
• Scanning patient paperwork and adding copies to shared drive

Confidential, Washington, D.C

Program Assistant

• Dalet/TeamNews Data entry Backfill Program
• Maintained organized data base Excel Spreadsheet management
• Worked with team to organize and supervise data entry
• Database Management in excel
• Prepared materials for scanning through removal of staples and paper clips
• Updated over 60K audio files in artist archives
• Working on catalogues of musical artists dating from 1969 to update to current XM company requirements
• Communicating with New York office to make sure teams where on same page
• Excel shared drive management made sure there where no duplicates in completed work and XM archive
• Editing of archives done through shared excel document between two teams

Confidential, Washington, D.C

Production assistant Intern

• Teleprompter operator
• Voice over for packages
• Dalet plus training
• Updated Facebook page
• Transcribing video Audio TV-600 training Avid Editing
• Training Copyrights infringement class
• Assisted Producers and directors for Production of Packages
• Produced packages for scheduled programs
• Archived final produced packages for later use for producers