Administrative Assistant


Administrative Assistant with over 5 years of experience in the field working in large, complex organizations, seeks to contribute her problem solving and analysis acumen to your organization.  Experienced professional with exemplary oral and written communication skills.  Proven ability to adapt to a high pressure environment.  Strong interpersonal skills, possessing ability to foster rapport and develop quality relationships with team members.  

Professional Experience

Department of Energy – Germantown, MD                                                                                                                                 3/16 – 5/16                                                                 Tier 1 Technical Support Representative (Temporary)

●      Provided Tier 1 Call Center Support for Federal employees, contractors and applicants

●      Utilized ServiceNow/DAYS database tracking to generate, resolve or escalate issues  customers were having

●      Managed varied forms of correspondence such as daily incident notes' entry and email

●      Assessed & guided end user navigation of MS Outlook & MS Office Suite, post Office365 migration platform

●      Performed office tasks including monitoring and maintaining office files.

●      Responded orally to inquiries and requests for information from management, team members and customers

●      Utilized strong written and vebal communication skills 

●      Resolved various problems related to IT systems, telephone services, hardware and passwords

Department of Energy – Germantown, MD                                                                                                                                 6/15 – 8/15                                             Tier 2 DeskSide Tech MS Office 2013 Migration Support / Tier 1 CSR (Temporary)

●      Provided Tier 1 Call Center Support for Federal employees, contractors and applicants by orally responding to inquiries and requests for information.

●      Utilized ServiceNow/DAYS database tracking to generate, monitor, & resolve incidents

●      Provided Tier 2 Desk Side support of Microsoft Office 2013 migration; implemented manual installs as needed

●      Provided logistical assistance for telecommunications moves and upgrades

NCR Corporation – Germantown, MD                                                                                                                                         7/12 – 5/15                          Tier 3 Technical Support Analyst

●      Provided comprehensive technical support and customer service during deployment phase to organizations such as United States Postal Service (USPS), Military Postal Service (POS), WalMart. AAFES

●      Facilitated workflow of various projects’ conversion cycle, deployment phase and software/hardware upgrade.

●      Assessed software issues – Analyzed logs; Retrieved, queried, validated, and rebuilt databases

●      Utilized Quickbase, knowledge-based articles and other updated resources, to daily monitor and update status of installs

●      Generated and resolved tickets for incidents and part orders, using Remedy 5.0, 7.0 or escalated

●      Explained technical solutions regarding software and hardware functionality to non-technical audience

●      Provided extensive Tier 2 hardware and software technical support

●      Worked with dispatched Customer Engineer (CE) to ensure accurate install of POS hardware, peripheral devices, and start build process, as needed

DC Preparatory Academy – Washington, DC                                                                                                                             8/11 – 6/12 Instructional Assistant

●      Facilitated Early Childhood individualized and whole group lesson plan

●      Imparted Pre-School / Pre-K after-school academic curricula and activity cycle

●      Implemented Early Childhood T.E.M.A. testing and subsequent data entry

●      Administered educational curricula for all grade levels on substitute basis; in classroom & afterschool program

Nia Community Public Charter School – Washington DC                                                                                                      8/09 – 6/11            Instructional Assistant

●      Implemented customized lesson plan for individualized & whole group instruction

●      Designed and prepared lesson plans, materials, teaching documentation, and demonstrations to effectively convey letter, number, and shape recognition

●      Utilized Smart-board and computer lab to reinforce cognitive development

●      Entered results of assessments, testing and daily progress reports

●      Cultivated language-rich interaction, activity, and instruction to extend fundamental vocabulary

●      Integrated technology based activity within strategic phase of curriculum

Phase II Early Childhood Development Center – Washington DC                                                                                        6/09 – 8/09               Afterschool Coordinator

●      Monitored and supported Pre-School and Pre-K staff within classroom

●      Maintained records and documentation as per standardized guidelines

●      Accommodated all learning style by implementing comprehensive academic activity

●      Provided Administrative Assistant support to Program Director

●      Implemented After school program policy and procedure to ensure multifaceted function

District of Columbia Public School (DCPS) – Washington, DC                                                                                              9/08 – 6/09   Instructional Assistant

●      Provided small group and individualized instruction to Head Start students

●      Tailored daily lesson plans, demonstrations & teaching resources to convey letter, number and shape recognition

●      Cultivated language-rich instruction and activity

●      Utilized Work-Sampling online database for daily assessment and testing

●      Scaffold small group and individualized instruction

●      Monitored and documented daily progress of students

●      Generated living documents to be utilized for instruction and tracking purposes

Phillip Morris USA – East Syracuse                                                                                                                              5/07 – 4/08            Administrative Assistant

●      Provided Administrative support to onsite staff of seven and field management staff of seventy

●      Created expediting of prompt response to retailer inquiry and equipment request

●      Processed retailer requests for account setup and contact information profile update

●      Performed clerical support and maintained office supply for all management staff

●      Greeted and directed incoming calls and visitors

●      Provided office support for staff

AXA Advisors, LLC – Syracuse, NY                                                                                                                                             8/06 – 03/07                              Administrative Assistant

●      Performed extensive data-entry of Financial Advisors’ client statements and profiles

●      Entered, mail-merged and compiled client data for new advisors

●      Responsible for troubleshooting all technical equipment issues and maintained office supply

●      Organized and proof-read compliance and licensure documentation

●      Assisted with Invoice-analysis and follow-up

●      Sorted and prepared client packets for mass mailings

National Grid US / Verizon Selective Services Inc – Syracuse, NY                               2/04 – 3/06                 Customer Service Representative

●      Created and implemented tracking documents for National Grid and Verizon Selective Services, Inc

●      Provided onsite customer service for 6,000+ employees within Central New York, New England and Nantucket

●      Generated and monitored ticket status using DOS, Lotus 1-2-3 and Peregrine online database tracking

●      Evaluated and processed client requests for LAN phone system upgrade, relocation or change

●      Dispatched tickets to Verizon on-call field Tech-Engineers

●      Utilized Meridian, Avaya and Cisco TeleCom systems in call center environment

●      Scheduled phone and web conferencing for all regions

●      Utilized proprietary software for data-entry analysis and archive

●      Troubleshot & resolved corporate staff security, voicemail programming, dialing policy and program changes

Technical Skills

OS – Microsoft Windows Platform; Windows XP; Windows 7, 8

Hardware – Laser printers, CPU (Single & Dual HDD), Computer Units, USB devices, Peripheral Devices: Receipt printers, Cash drawers, Customer Display Units (CDU), Uninterruptable Power Supply (UPS), Avery Label Pro device

Other – Type 50 words per minute.


Kingsborough Community College, CUNY – Brooklyn, NY

AA Liberal Arts  - 2000

Brooklyn College, CUNY – Brooklyn, NY


Bryant & Stratton College, SUNY – Syracuse, NY



  • ID#: 135966
  • Location: Laurel, MD , 20708

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