JAJA HARRISON
Bowie,MD
Summary
Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site. Applying base regulation to duties. Willing to learn how to manage all accounting and distributing inventory while performing day to day duties. Highly efficient in math while having academic awards from prestigious institutions. Currently possess the following certifications from CompTIA
- A+
- Network+
- IT Operations Specialist
Currently chasing security + and AWS cloud practitioner certifications as well
Overview
5
5
years of professional experience
Work History
Tier 1 Help Desk Analyst
Prime source Technologies- United states Department of Commerce
01.2024 - Current
- Investigate and resolve complex technical issues escalated from Tier 1 support
- Diagnose and troubleshoot hardware, software, and network problems
- Utilize problem-solving skills and technical expertise to identify root causes of issues and provide solutions
- Provide remote assistance to end-users via phone, email, chat, or remote desktop tools
- Guide users through troubleshooting steps and solutions, ensuring issues are resolved efficiently
- Evaluate issues and determine when escalation to Tier 2 support or specialized teams is necessary
- Document escalation procedures and communicate effectively with Tier 2 technicians or other teams to ensure timely resolution
- Document all support interactions, including issue details, troubleshooting steps, and solutions, in ticketing system
- Prioritize and manage queue of support tickets, ensuring SLAs (Service Level Agreements) are met
- Follow incident management processes and procedures to ensure thorough resolution and customer satisfaction
- Contribute to creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides
- Provide user training and guidance on common technical issues, software applications, and IT best practices
- Educate end-users on self-service tools and resources to empower them to resolve simple issues independently
- Create and update technical documentation, including system configurations, troubleshooting procedures, and support workflows
- Ensure documentation is accurate, comprehensive, and accessible to support staff and end-users
- Collaborate with other IT teams, vendors, and third-party providers to resolve complex issues and implement solutions
- Communicate effectively with end-users, colleagues, and stakeholders, providing clear and concise updates on issue status and resolution progress
- Identify opportunities for process improvements and efficiencies within help desk team
- Stay updated on emerging technologies, industry trends, and best practices in IT support and customer service.
Child and Youth Program Assistant
Department Of The Army-Child And Youth Services
03.2019 - 08.2023
- Assisting children into technology education using computer and Ipad teaching them proficiency in wide range of software applications commonly used in educational settings, including productivity suites (e.g., Microsoft Office, Google Workspace), web browsers, educational software, multimedia editing tools, and programming environments
- Ability to teach students how to use software applications effectively for tasks such as word processing, spreadsheet analysis, presentations, programming, and multimedia creation and applications, to create group projects depending on age group
- 5-10 year old Children typically would use Minecraft to learn about coding along with Osmos to learn basic math skills
- 11-16 year old children typically participate in projects using 3-D printers
- Serves as Child and Youth Program Assistant in Child and Youth Services program and maintains control of and accounts for whereabouts and safety of children and youth
- Group leader for CYS recreational activities aiding in summer camps, BGCA, Boy Scouts and Girl Scouts, urban community centers, or resort recreational activities
- Plan and coordinate events for CYS Sports physical education program, with emphasis on development of general recreational skills and abilities
- Created recreation activities, such as preparing activities calendars, maintaining attendance records, and providing information concerning schedules and activities
- Sports duty including setting up areas for games, tournaments, and other organized group recreational activities
- Assistance to recreation specialists or recreation program managers by performing limited aspects of recreation work
- Plans, coordinates, and conducts activities that meet physical, social, emotional, and cognitive needs for program participants based on group and individual children and youth
- Establishes program environment that sustains participant interest and promotes positive interactions with other children, youth, and adults
- Helps prepare, arrange, and maintain indoor and outdoor activity areas and materials to accommodate daily schedules and provides program options for children with special requirements
- Maintains program participation data and completes daily reports
- Tracking and maintaining inventory for recreation events.
- Delivered high level of care, assistance and supervision to children in compliance with organization's rules and policies.
Intern for Delegate Pat Young (District-44B)
Maryland General Assembly-Baltimore County Delegation
02.2020 - 03.2020
- Assisted with phone calls, routing constituent calls to appropriate point of contact
- Supported constituent casework by drafting correspondence to constituents and federal agencies and memorandum for staff and Senator
- Attended community events, meetings, and briefings, serving as designated note taker, as needed
- Organized amendments and handled emails and scholarships from all constituents of district 44B
- Assisted with Baltimore County delegation
- Reviewed previous budget portfolios for county to assist with development for following fiscal year
- Managed and organized all potential scholarship applicants and directed them to proper process based upon individual accolades.
Peer Advisor
Academic Advising Center- Bowie State University
06.2019 - 03.2020
- Serve as liaison between administrative personnel, faculty, and students in resolving academic advising concerns or problems; referring students as needed
- Assisted in helping students access student portals and any technological issues with institution's software
- Start by introducing concept of online portals and their significance in academic context
- Explain how online portals serve as centralized platforms for accessing important information and resources related to courses, grades, schedules, and campus services
- Highlight benefits of using online portals, such as convenience, accessibility, and ability to stay organized and informed
- Provide guided tour of key features and functions available in college's online portal
- Demonstrate how students can log in to portal, navigate interface, and locate essential information and resources
- Highlight features such as course registration, accessing syllabus and course materials, checking grades, communicating with instructors and classmates, and accessing campus services like library and student support resources
- Offer hands-on training sessions or workshops where students can practice using online portal under guidance
- Provide step-by-step instructions for common tasks such as logging in, navigating portal, registering for courses, submitting assignments, and checking grades
- Encourage students to explore portal's features independently and ask questions as familiarize themselves with platform
- Share best practices and tips for effectively using online portal to maximize its benefits
- Emphasize importance of regularly checking portal for updates, deadlines, and announcements from instructors and university administrators
- Encourage students to set up notifications and reminders within portal to stay informed about important events and deadlines
- Remind students to keep their login credentials secure and to log out of portal when accessing it from shared or public computers
- Incorporate interactive activities and assignments that require students to use online portal as part of their coursework
- Assign tasks such as participating in online discussions, submitting assignments through portal's learning management system, or exploring specific features of portal and reporting back on their findings
- Provide opportunities for students to share their experiences and tips for using portal effectively with their peers
- Offer ongoing support and resources to assist students in using online portal throughout semester
- Provide access to tutorials, user guides, and help resources available within portal or on college's website
- Encourage students to reach out to or designated support staff with any questions or issues encounter while using portal.
- Encouraged responsible decision-making among peers by sharing insights on time management strategies, study tips, and stress management techniques.
Education
Bachelor of Science, Business Administration -
Bowie State University
Bowie, MD05.2024
CompTIA A+2201-1101, A+2202-1102, and Network+N10-008 training course -
TrainACE (Academy of Computer Education)
Greenbelt, MD08.2023
Skills
- Ability to analyze and diagnose complex technical issues efficiently
- Strong problem-solving skills to resolve issues independently or with minimal supervision
- Capability to research solutions and stay updated with latest troubleshooting techniques and best practices
- Attention to detail to identify root causes of recurring problems and implement permanent fixes
- Advanced programming and scripting languages proficiency (eg, Python, Java, C, Ruby, etc)
- Proficiency in database management systems (eg, SQL, NoSQL)
- Experience with cloud computing platforms (eg, AWS, Azure, Google Cloud)
- DevOps tools and methodologies (eg, Docker, Kubernetes, Jenkins)
- Knowledge of networking protocols and infrastructure
- Cybersecurity principles and best practices
- Data analytics and visualization tools
- Deep understanding of specific domain or industry company operates in (eg, healthcare, finance, e-commerce)
- Knowledge of relevant regulations and compliance standards (eg, GDPR, HIPAA, PCI-DSS)
- Familiarity with industry-specific tools and software
- Experience with specialized IT architectures or systems relevant to industry
- Base Regulation
- Leadership
- Inventory Tracking
- Tight Scheduling
- Consistent Reporting
- Updating Financial Reports
- Portfolio Building
- Microsoft Office Products
- Proficiency in Windows, macOS, and possibly Linux distributions
- Software Installation and Configuration
- Hardware and Software Troubleshooting
- Basic Scripting
- Troubleshooting Network Connectivity Issues
- System Administration
- Help Desk Software
- Remote Support Tools
- Security Awareness
- Data Backup and Recovery
- Navigating Software
- Java Script
- VDI support
- Remote Desktop support
- Remedy ticket systems
- Security awareness
- Software Installation
- Logging support tickets
- Network Troubleshooting
- Remote Support
- Customer Support
- Communicating with clients
- Desktop support
- Technical issues analysis
- Onboarding
- Application support
- Application installations
- Incident Management
- Hardware diagnostics
- Hardware upgrades
- Technical Support
- Software diagnosis
- Hardware support
- Proficient in [Software]
- Remote Support Management
- Technical documents comprehension
- Database Management
- Teamwork and Collaboration
- Customer Service
- Microsoft Windows and Office
- Remote Technical Support
- Help Desk Support
- Troubleshooting Network Issues
- Hardware and Software Repair
- Technical Troubleshooting
- Software Upgrades
- Hardware and Software Configuration
- Support Services
- User Support
- System Configuration
- Tracking and Documentation
- LAN/WAN
- Call Center Operations
- TCP/IP
- Data Recovery
- MySQL
- A Certification
References
- Jacob Guahoui, Senior Network Engineer, Kimbrough ambulatory care center, (240) 907-9495
- Mahlon Thomas, Assistant Director, Child and Youth School Services, Sports Department, (301)-677-7968
- Dermaine Wardrick, Advisor, Bowie State University Academic Advising team, (301) 535-7232
- Cole Beauchat, Employer, Maryland General Assembly, (717) 216-7712
- Mariah Graves, Unit Program Coordinator, 22 Intelligence Squadron, 443-306-6594, mariah.graves@us.af.mil
Timeline
Tier 1 Help Desk Analyst
Prime source Technologies- United states Department of Commerce
01.2024 - Current
Intern for Delegate Pat Young (District-44B)
Maryland General Assembly-Baltimore County Delegation
02.2020 - 03.2020
Peer Advisor
Academic Advising Center- Bowie State University
06.2019 - 03.2020
Child and Youth Program Assistant
Department Of The Army-Child And Youth Services
03.2019 - 08.2023
Bachelor of Science, Business Administration -
Bowie State University
CompTIA A+2201-1101, A+2202-1102, and Network+N10-008 training course -
TrainACE (Academy of Computer Education)
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