Aspiring IT Help Desk Technician
Resume:
Aaliyah Collie
****************@*****.***
Education
Bowie State University Information Technology (June 2027)
Penn Foster High School Diploma
Penn Foster College I.T Support Specialist Training
Work Experience
Technical Skills:
Windows 10/11 & macOS Support
Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint) Active Directory (User Account Management, Password Resets, Account Support)
ServiceNow (Incident Management, Ticket Tracking, Documentation, Escalation)
Jira: Tracking IT incidents, service requests, and change management.
Help Desk Ticketing Systems
Retail POS System Support
TeamViewer Remote Support
Hardware & Software Troubleshooting
POS Hardware & Handheld Device Support
Basic Networking (TCP/IP, IP Addressing, Routers, Connectivity Troubleshooting)
Printer, Peripheral & Workstation Support
Remote User Support
Technical Documentation & Knowledge Base Management
Customer Service & Technical Support
IT Asset Tracking & Inventory Management
IT Support Training
CompTIA A+ Certification (In Progress) 2026 – Present
Practicing technical issue documentation and ticket resolution using simulated ticketing systems
Learning Active Directory user management, including password resets and account support
Troubleshooting Windows hardware, software, and connectivity issues
Studying networking fundamentals, including TCP/IP, IP addressing, routers, and connectivity troubleshooting
Building hands-on experience through structured labs and real-world IT support scenarios
Developing knowledge of customer support, technical troubleshooting, and help desk operations
Prince George’s Community College – Largo, MD
Help Desk Technician Jan 2021 – February 2023
Assisted students and staff with technical support and computer-related issues
Logged help desk requests and maintained accurate documentation
Monitored computer labs and ensured systems were functioning properly
Managed student check-ins/check-outs and responded to inquiries through phone and email support
Utilized Microsoft Office, Teams, and school systems to maintain records and communication
Troubleshot basic hardware, software, and connectivity issues
Supported daily IT operations while maintaining organized and secure workspaces
Provided support for VoIP telephony systems, including Microsoft Teams Calling, Zoom Phone, and desk phones by troubleshooting call quality issues, connectivity problems, voicemail access, device setup, and end-user account issues.
Starbucks – Laurel, MD
Customer Service Shift Supervisor: Part Time March 2022 – April 2023
Managed opening and closing procedures, cash handling, and daily operational tasks
Supervised team workflow, delegated assignments, and trained new employees
Delivered high-volume customer support in fast-paced environments
Resolved customer concerns professionally while maintaining service standards
Operated POS systems accurately and handled inventory tracking responsibilities
Maintained store cleanliness, organization, and operational efficiency
JARMS Innovative Technology Solutions – Clarksburg, MD
Administrative & Technical Support Specialist June 2019 – December 2020
Coordinated daily office operations, scheduling, and administrative support activities
Maintained confidential records, organized files, and ensured accurate data entry
Communicated professionally with clients through phone, email, and in-person support
Assisted with calendar management, report preparation, and internal documentation updates
Supported office technology and resolved minor hardware, software, and connectivity issues
Assisted with ServiceNow ticket documentation, incident tracking, and issue escalation workflows
Tracked and managed Government Furnished Equipment (GFE), device assignments, and asset records for contractors and staff
Provided customer-focused technical and administrative support in fast-paced environments while managing multiple priorities
Additional Skills
Microsoft Office Suite (Word, Excel, Outlook)
Microsoft Teams
Customer Service & Communication
Phone Support & Troubleshooting
Time Management and Multitasking
Attention to Detail
Administrative Support
Certifications
The Training Source – Capitol Heights, MD
Microsoft Office Suite Certification (2025)
Customer Service Certification (2025)
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