Jabari Jones
Bowie
Summary
IT Support professional with one year of experience providing technical support, managing user accounts through Active Directory, and resolving customer requests using the QAlert ticketing system. Experienced with Microsoft 365, virtual machine environments, and delivering excellent customer service. Bachelor of Science in Computer Technology from Bowie State University.
Overview
1
1
Certification
1
1
year of professional experience
Work History
Help Desk Technician
Arlington County Department of Environmental Services
Arlington
07.2025 - 05.2026
- Provided technical support by efficiently resolving account and system-related requests, enhancing user satisfaction.
- Reset passwords, unlock user accounts, create new user accounts, and manage user access through Active Directory.
- Use the QAlert ticketing system to document, track, and manage support requests from start to resolution.
- Utilized Microsoft 365 applications, including Outlook, Teams, Word, and Excel, to effectively communicate with users and streamline daily support activities.
- Access internal systems through a virtual machine to securely review customer information and assist callers.
- Delivered professional customer service while accurately documenting interactions and escalating complex issues to ensure timely resolution.
- Executed contract agreements for project management.
Education
Bachelor of Science - Computer Technology
Bowie State University
Bowie, MDSkills
- IT Support
- User SupportSS
- Troubleshooting
- Web Support
- QAlert
- Active Directory
- Microsoft 365
- Outlook
- Teams
- Word
- Excel
- Virtual Machine Environment
- Customer Service
- Communication
- Teamwork
Certification
- Cisco Certified Network Associate (CCNA)
- Cisco Badges
Projects
- Enterprise IT Support & Virtualization Environment, 08/01/26, Created, configured, and maintained virtual machines for testing, troubleshooting, and user support., Managed user accounts, permissions, and access requests through Active Directory.
- Technology Startup, 01/01/25, Developed a proof-of-concept backend architecture using JavaScript., Integrated databases, authentication systems, and APIs for an MVP.
- Norfolk Southern Database, 05/01/24, Designed a Cisco Packet Tracer network simulation connecting six city locations., Configured routers, switches, firewalls, servers, and IP addressing.
Timeline
Help Desk Technician
Arlington County Department of Environmental Services
07.2025 - 05.2026
Bachelor of Science - Computer Technology
Bowie State University