Help Desk Administrative Support

Jovan Henry

Glen Burnie, MD ***** *****.*****@*****.*** 240-***-****

Professional Summary

Experienced Technical and Administrative Support Specialist with a strong background in end-user assistance, help desk operations, and IT system troubleshooting within high-demand environments. Skilled in handling service requests via phone and email, documenting technical issues, collaborating with cross-functional teams, and providing professional customer support. Proven ability to manage multiple tasks efficiently while maintaining a strong service orientation and attention to detail.

Technical Skills

Help Desk Ticketing Systems (e.g., JIRA, Salesforce CRM) IT Support and Troubleshooting (Hardware/Software/Remote Access) Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Microsoft Teams, Zoom

ITIL/ITSM Awareness

Knowledge Management and Documentation

Windows Operating Systems

Security Protocols & Incident Reporting

Relevant Experience

Call Center Administrative Representative

Home Genius Exteriors - Hyattsville, MD Mar 2023 - Present

- Provided front-line technical and administrative support for service-related inquiries and issues.

- Responded to requests via phone/email with professionalism and urgency.

- Documented service requests thoroughly using internal CRM/ticketing tools (Salesforce).

- Collaborated with technical and field staff to resolve client issues, escalate where appropriate.

- Assisted in preparing process documentation and FAQs to enhance team knowledge base. Transportation Security Officer (Admin/Records Focus) Department of Homeland Security - Baltimore, MD Jun 2013 - Apr 2016

- Maintained accurate logs of incidents, reports, and technical documentation.

- Handled confidential data while ensuring security protocols and compliance.

- Supported administrative resolution of technical and procedural issues for travelers.

- Conducted independent research on federal systems and compliance frameworks. Administrative Support Clerk

U.S. Department of Justice - Washington, DC Jul 2008 - Jun 2013

- Delivered high-level admin support to executives including data entry, email handling, and IT support coordination.

- Scheduled and coordinated meetings, documented meeting minutes, and supported technical logistics.

- Managed sensitive files and contributed to internal documentation and process tracking. Education

High School Diploma

Charles H. Flowers High School - Springdale, MD

Certifications & Additional Info

Security Guard License

Familiarity with ITIL principles and service desk KPIs Excellent organizational and communication skills

Flexible schedule; available for early/late shifts and overtime Strong problem-solving and debugging abilities

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