Technical Support Help Desk

Jahlani Bagsby

Alexandria, VA *****

571-***-**** - *************@*****.***

summary

A results-oriented IT Help Desk Technician with 2 years’ experience in network administration, system maintenance, and technical support, also proficient in troubleshooting complex hardware and software issues. Team-oriented with a proven history of thinking strategically and initiating action to meet deadlines.

Objective

The CompTIA Security+ certification is a globally recognized benchmark for validating foundational, vendor-neutral IT security knowledge and skills. It is a valuable credential for myself as a IT professional looking to advance my career in IT security and demonstrates my commitment to staying current with the latest threats and best practices.

Skills

Cyber Security Awareness

Proficient in Python

Java Programing

Customer Service and Relations

Hardware & Software Troubleshooting

Ticketing System Management

Networking

Citrix

Telecommunications

Service Now

Knowledge of Wireshark

Mac OS

Microsoft Office: Word, Excel & Outlook

Work History

04/2023 to Current

IT Support Desk Representative / Jr. System Administrator

Worldstrides – Mclean, VA

Administered student and faculty accounts and emails via Office365, Active Directory, Windows 2008

Provide technical support via telephone, remotely (Remote Desktop Connection), personal request/ticket, and on-site

Setup wireless networks, routers, shared access, reset passwords, unlocked accounts, restricted access

Installed software (Windows operating systems/anti-virus/MS office), hardware (hard drives/ram/printers)

Provided PC and Mobile support, diagnosing, troubleshooting and resolving client issues with hardware

05/2021 to 04/2023

Help Desk Support - Tier II

Prince William County Schools – Manassas, VA

Setup classroom printers, workstations, and faculty mobile devices

Transported computer equipment between various destinations per request

Migrated classroom workstations from Windows 7 to Windows 10

Fulfilled troubleshooting request via telephone, remotely, and onsite

Managed troubleshooting request via Service Now Ticketing System

Answered user inquiries regarding computer, email (Outlook), unlock and reset password for accounts

03/2020 to 04/2021

Sales Associate/Customer Service Representative

Verizon – Fairfax, VA

Managed approximately 30 incoming calls and emails per day from customers

Delivered customer service, closing every and all customer interactions driving revenue

Operate POS systems

Assisting and troubleshooting request for customers via telephone

Supervised and coached a team of 5 members to improve performance and achieve quotas

Education

Northern Virginia Community College - current

Relevant Coursework: IT Technical Support & Information Systems Technology

Certifications

CompTIA Security+, 2023

CompTIA Network+, 2024

Volunteer Work

New Hope Trinity Bible Church, Fairfax, VA

Boys 2 Men Ministry, 2009 - 2013

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