1. Kristen Green
Email: KristenGreen0490@gmail.com
Skills
 Software: Microsoft Office Suite 2010 (Access,Excel,PowerPoint, Word); Microsoft Windows
Operating Systems Windows 7; Norton Ghost; installing drivers; SharePoint; basic HTML, blogs,
and wikis; basic understanding of database and SQL
 Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops
& laptops; Lenovo ThinkPad laptops; HP printers; generalcomputer builds and repairs; hardware
installations and swaps; BlackBerry configuration
 Networking:Generalnetworking experience (running cables, troubleshooting connections,
activating ports, basic router configuration, switches, Wi-Fi router)
 Support: Helpdesk: escalation and documentation on ticketing system, customer service support
(email, phone, and in person)
Clearance Level: Top Secret Active
Experience
DMI – Department of State Washington Dc
Service Desk Analyst/ Transfer Task Force Support Analyst March 2015- Present
 Service roughly 75,000 end users of U.S. State Department/ 50,000 domestic 25,000 overseas
 Employed for the IT Service Center providing Tier I/ II duties for Department of State
 Remotely accessing PCs using Remote Desktop software to fix MS Office Applications / Registry
editing and Adding and installing various desktop applications, updating drivers, and antivirus
definitions
 Full range of duties including setting up new / transferring government accounts to performing
Password Resets and updating GAL entries
 Installing / troubleshooting defective PC components such as hard drives, power supplies and video
cards
 Daily usage of Active Directory and MS Exchange 2010, MS Lync, Google Chrome and Internet
Explorer, remote desktop and IPost.
 Provide blackberry support for BES and blackberry handheld devices.
 Daily use of the Remedy 7.1 application suite to manage and respond to help desk tickets as the
automated tool used in the organization
 Maintain user account and network access using Active Directory, and Exchange Management
 Create shared mailbox, distribution list, and shared calendars
 Modify permission in Active Directory, on the network for printers and network drive mapping.
 Assist user remotely using SMS tools

2. Freddie Mac Mclean, VA
Help Desk Analyst July 2014 – 2015
 Provided phone support to on-site and off-site Freddie Mac employees, averaging 80-100 calls a
week
 Responsible for managing the service desk open ticket report. Gathering required contact
information from end users,and assigning tickets to the appropriate resolver groups
 Install and uninstall applications for users with administrator rights daily by remote controlling into a
user’s computer
 Provide Level 1 phone support to 6000+ users
 Troubleshoot issue with CISCO VPN and RSA Soft and Hard tokens
 Manage Account in Active Directory
 Troubleshoot issue with CISCO VPN and RSA Soft and Hard tokens
 Perform software installation via SCCM
 Printer Installation and mapping
 Support HP Elite Books and Folio 9470m laptops
 Use Remedy 7.5 to log work orders and incidents as well as show users how to submit service
requests
 Provide support for various software/applications including Lotus Notes, Outlook, Sharepoint, IBM
Sametime, Softphone, AnyConnect, WinZip, MSOffice 201o, Internet Explorer 9, Notes Domino,
Application Catalog, Snagit
SemperServe LCC/ Remington Advertising Company Washington, DC
Security Escort/Receptionist March 2011 – May 2012
Escort/Security
 Monitored and reinforced public safety in a work place environment by overseeing contractors on
Federal Government work sites
 Organized call logs and collected data for daily activities for Diplomatic Security
 Assisted signing-in visitors without a Federal Government clearance,helping escort guest
throughout the building
Receptionist
 Organized and managed files for the VIP desk,working close with Diplomatic Security and
Secretary of State Protocol to ensure that all daily tasks are complete. In result when ambassadors
visited the building things ran smoothly and was secure
 Communicated with visitors and employees on a daily bases involving any activities/ building
issues. In result more things was able to get accomplished and fewer complaints
 Assigned 15 protocol pins and visitor passes per day, ensuring that items were returned in its proper
location by 7:30pm

3. Education
University Maryland University College Largo, MD
Business Management August 2016- Present
Year Up / Northern Virginia Community College Arlington, VA
Information Technology Training March 2014–2015
 Enrolled in a leading national career development program with 250 corporate partners graduating
1,500 students annually across ten cities; the one-year program includes college-level coursework,
career training, and a six month corporate internship
 Participated in Information Technology track, which prepares students primarily for roles in
desktop support, IT help desk, and business operations
 Earned 18 college credits in Information Technology and English in partnership with Northern
Virginia Community College; mastered coursework in computer networking, computer
troubleshooting and repair, business writing, professional skills, personal finance, customer service,
and critical thinking; completed Cisco IT Essentials course material via Year Up, a Cisco
Networking Academy
Certificates/Awards
 Engage and Embrace Diversity Award
 Certificate of Achievement
 Respect and Value Others Award
 VMware Certified Associate