Serena Wilson Email & Phone Number

Silver Spring, Md, Us

Silver Spring, Md, Us

Department Of Energy; Washington Dc

Management Analyst within the Office of Engineering and Technology Maturation; National Nuclear Security Administration

Washington D.C. Metro Area

• Review documents for a senior executive’s signature, coordination or concurrence, accuracy and completeness, conformance with style, format, or procedural requirements and guidelines. • Provide interface with other NNSA support services and serve as a liaison between Program Offices. • Perform Unclassified duties/assignments or research. • Build, manage, and maintain office files and databases. • Create and edit documents, presentations, talking points, internal memos, briefing materials, internal read-ahead materials to be reviewed and approved by a manager. • Maintain calendar for senior executive(s), keeping them informed of relevant organizational issues. • Develop and maintain administrative data systems such as contact lists and shared calendars. • Coordinate, distribute and maintain facsimile records, and program and operate speed dial on fax machines, submit monthly reports pertaining to copiers and other office equipment as appropriate. • Perform escort duty for individuals performing maintenance or repairs, delivering supplies, or attending meetings with senior program office staff. • Coordinate and Process Foreign, Domestic and Local Travel Requests. • Track all classified/unclassified correspondence addressed to the program office through the NNSA and DOE. • Pass security clearances. • Create, edit, design, and proofread PowerPoint presentations.• Create, edit, design, and proofread Visio diagrams.• Create, edit, design, and proofread Administrative guidelines/procedures as needed.• Perform other reasonable duties and responsibilities for the position as assigned.

Washington D.C. Metro Area

• Follow established procedures to provide phone, email, web, and in-person support to users in the areas of desktop applications for all types of computer systems, and applications.• Possess good communication skills to interface with users that are requesting help.• Able to communicate technical concepts to non-technical persons..• Able to communicate with individuals whose first language may not be English..• Serve as the first point of contact for troubleshooting system access, account access and application software. Conduct initial triage and route for further processing as necessary.• Build trusted relationships and influence decision making.• Resources demonstrate a broad knowledge of a technical/functional discipline and apply extensive expertise as a generalist.

Beltsville, Md

Provide Tier 2 customer support including: troubleshooting, research, resolution, reporting, and customer follow-up activities. Also have working knowledge of IT service delivery best practices in incident and service request resolution and management.RESPONSIBILITIES INCLUDE:* Monitor Remedy ticketing system to receive work assignments. Perform customer support activities including: troubleshooting, research, resolution, reporting and customer follow up.* Communicate with customers to perform troubleshooting. Initiate remote desktop assistance when appropriate.* Install, configure, test and upgrade the SMART Client software components on customer workstations. Troubleshoot problems associated with the software process as well as the hardware components.* Establish network access protocols to enable customers to gain local or remote access.* Review and validate incident resolutions for inclusion in the knowledge management database.* Perform basic network administration functions such as: adding and deleting users, applying security restrictions to user accounts and assign user accounts to appropriate directories.* Perform user administration and basic troubleshooting of the SMART client application.* Maintain documentation on workstation and network resources including user information, server and workstation configurations.* Monitor the classified and unclassified networks, investigate issues on the network and take appropriate action either to resolve the issues or alert the next tier for resolution.

Washington D.C. Metro Area

Us Department Of State; Washington Dc

Us Department Of State; Washington Dc

Us Department Of State; Washington Dc

Defense Information Systems Agency (Disa); Falls Church, Va

Arlington, Va

Aa, Computer Network Administration And Applied Sciences, 4.0

Graduated MAGNA CUM LAUDE

High School Diploma, Business/Office Automation/Technology/Data Entry

Activities and Societies: F.A.M.E. (Females Achieving Mathematical Equities); College Partnership Program and Cheerleader