🖥️ IT Support · Technical Support · Help Desk Portfolio

Fixing Problems.
Fast.

IT professional with 7+ years of hands-on support experience across universities, remote e-commerce operations, and web infrastructure. I troubleshoot, automate, document, and resolve — from desktop issues to network configs to scripted deployments.

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// career snapshot
Years of IT Experience 7+
Users Supported (HU) 1,300+
Setup Time Reduced 30%
Site Uptime Achieved 99.5%
OS Environments 5+
Certifications Earned 5
By The Numbers

Impact & Results

1,300+
Students & Faculty Supported at Huntington University
30%
Reduction in Lab Setup Time via Batch Script Automation
99.5%
Site Uptime Maintained for Syychronic Sound LLC
4+
E-Commerce Platforms Managed Simultaneously
Portfolio Projects

Completed Tickets

TICKET #001 CLOSED
Scripting & Automation High Impact
Batch Script — Lab Computer Mass Deployment System
Developed and deployed a suite of Windows Batch scripts to automate software installations across university computer labs. Previously each workstation required manual setup; the scripts reduced lab configuration time by 30%, enabling full room deployments before semester start. Scripts handle silent installs, shared drive mappings, network printer configurations, and environment variable setup.
1Audit all lab software requirements per room and department
2Write silent-install batch scripts with error logging
3Test on single machine, validate all app launches correctly
4Deploy via network share across all lab workstations
5Document process for future IT staff handoff
Windows Batch Silent Install Network Drives Printer Config Lab Management Documentation
✓
Resolved
TICKET #002 CLOSED
Web Infrastructure High Impact
WordPress Site Build, SSL & DNS Infrastructure — Syychronic Sound LLC
End-to-end deployment and ongoing maintenance of a business website for a sound services company. Configured DNS records (A, CNAME, MX, TXT) via GoDaddy, installed and renewed SSL certificates for HTTPS, set up professional email routing, and maintained 99.5% uptime over two years. Applied WordPress security hardening — plugin vetting, update management, backup automation, and login protection.
1Register domain, configure hosting & DNS at GoDaddy
2Install WordPress, select & customize theme
3Configure SSL cert, force HTTPS, test email delivery
4Build service pages, contact forms, navigation
5Set up automated backups and security monitoring
WordPress DNS Configuration SSL Certificates GoDaddy Web Security Uptime Monitoring
✓
Resolved
TICKET #003 CLOSED
Endpoint Management Medium Priority
Laptop Imaging & Deployment — University Faculty Refresh
Led the imaging, configuration, and deployment of new laptops and workstations for faculty and computer labs during a hardware refresh cycle. Imaged machines using a standard OS baseline, installed lab-specific applications, configured shared network drives, mapped printers, and joined machines to the university domain. Created a deployment checklist used by the entire IT team.
1Build master image with baseline OS + core applications
2Image machines using network boot / USB deployment
3Join to university domain, apply Group Policy
4Map shared drives and network printers per department
5Validate, tag asset, log in ServiceNow, hand off to user
OS Imaging Active Directory Group Policy Asset Management ServiceNow Hardware Setup
✓
Resolved
TICKET #004 CLOSED
E-Commerce IT Medium Priority
Multi-Platform E-Commerce Infrastructure & PCI-DSS Payment Setup
Configured and maintained IT infrastructure for an e-commerce operation spanning Amazon, eBay, Shopify, and Mercari. Integrated third-party plugins, optimized product listings for platform performance, and set up PCI-DSS compliant payment gateways. Maintained office hardware — desktops, printers, and network devices. Managed all domain and DNS settings through GoDaddy to ensure store accessibility across platforms.
1Audit existing platform integrations and identify gaps
2Configure payment gateways per PCI-DSS requirements
3Install and vet third-party plugins for security compliance
4Manage DNS and domain for store accessibility
5Apply security patches and monitor for vulnerabilities
Shopify PCI-DSS Payment Gateways DNS Management Plugin Integration Network Hardware
✓
Resolved
TICKET #005 CLOSED
User Training Low Priority
New Print System Rollout — Student Training & Adoption Program
Led end-user training sessions for a university-wide print system migration. Created training materials, conducted hands-on demos for student groups, and produced a quick-reference guide distributed across campus. Post-rollout support requests for print issues dropped significantly, validating the training program's effectiveness. Served as the primary liaison between students and senior IT staff throughout the transition.
1Learn new print system capabilities and configuration
2Develop training materials and quick-reference cards
3Schedule and deliver group training sessions on campus
4Handle follow-up tickets via Jitbit, escalate as needed
5Document FAQs and update knowledge base
End-User Training Jitbit Ticketing Documentation Change Management Stakeholder Comms
✓
Resolved
TICKET #006 CLOSED
Cybersecurity High Impact
Antivirus & Software Deployment — 1,300-User Campus Rollout
Managed Sophos Antivirus and Office 365 deployments across a 1,300-user university environment. Handled software installs, license management, update scheduling, and troubleshooting endpoint protection failures. Also managed network connectivity issues, device imaging, and workstation performance optimization for the student population and faculty.
1Audit existing AV coverage and identify unprotected endpoints
2Deploy Sophos via managed console to all machines
3Configure Office 365 licenses and email profiles
4Troubleshoot network connectivity and VPN issues
5Maintain update schedule and monitor threat dashboard
Sophos Antivirus Office 365 Endpoint Security Network Troubleshooting VPN User Management
✓
Resolved
Knowledge Base

Troubleshooting Playbook

🌐 No Network / Internet Connectivity NETWORK
1
Check physical connection — cable seated, port lights active. Try alternate port/cable.
2
Run ipconfig /all — confirm valid IP address (not 169.x APIPA). If APIPA, check DHCP.
3
Ping 127.0.0.1 (loopback), then gateway, then 8.8.8.8 to isolate layer of failure.
4
Flush DNS: ipconfig /flushdns. Reset TCP/IP stack: netsh int ip reset.
5
Check Windows Firewall / Sophos — confirm not blocking traffic. Test in safe mode.
6
Escalate to network admin if switch/router level issue confirmed via Wireshark capture.
Tools: ipconfig · ping · Wireshark · netsh · Device Manager
🔒 Account Locked / Password Reset ACTIVE DIRECTORY
1
Verify user identity — confirm full name, employee/student ID, last 4 digits of SSN or manager confirmation.
2
Check Active Directory Users & Computers — confirm account is locked, not disabled or expired.
3
Review Event Viewer / Security logs — identify lockout source (workstation, mapped drive, mobile device).
4
Unlock account, reset password to compliant temp password, force change on next login.
5
Advise user to update saved credentials on all devices to prevent re-lock.
Tools: Active Directory · Event Viewer · PowerShell · Group Policy
🖨️ Printer Not Printing / Offline HARDWARE
1
Check physical status — power on, paper loaded, no paper jam, ink/toner level OK.
2
Set printer online in Windows: Devices & Printers → right-click → "See what's printing" → Printer menu → uncheck Use Printer Offline.
3
Clear print queue — stop Print Spooler service, delete files in C:\Windows\System32\spool\PRINTERS, restart.
4
Confirm correct driver installed. Remove and re-add printer using current manufacturer driver.
5
For network printers — ping printer IP, confirm correct port in printer properties.
Tools: Print Spooler · Device Manager · Ping · Manufacturer Portal
🐌 Slow Computer Performance ENDPOINT
1
Open Task Manager — identify high CPU, RAM, or disk usage. Kill non-essential processes.
2
Check startup programs (Task Manager → Startup tab) — disable unnecessary entries.
3
Run full Sophos/AV scan — malware is a common cause of CPU spikes and slowness.
4
Check disk health with chkdsk and verify free space (>15% recommended). Run disk cleanup.
5
Confirm all Windows Updates applied. If SSD — check for firmware update. Consider RAM upgrade if <8GB.
Tools: Task Manager · chkdsk · Sophos · Windows Update · Disk Cleanup
📧 Email / Outlook Not Syncing OFFICE 365
1
Confirm internet connectivity — test via browser. Check Office 365 service health at admin.microsoft.com.
2
In Outlook: File → Account Settings — verify email address and server settings are correct.
3
Run Microsoft Support and Recovery Assistant (SaRA) for automated Outlook diagnostics.
4
Rebuild Outlook profile — Control Panel → Mail → Show Profiles → Add new profile and reconfigure.
5
If persists — check mailbox size quota in Exchange/O365 Admin Center. Reduce mailbox if at limit.
Tools: Microsoft SaRA · Exchange Admin · Outlook · Office 365 Portal
🔐 VPN Connection Failing NETWORK / REMOTE
1
Confirm internet connection is active without VPN — VPN cannot connect if base connectivity is down.
2
Verify credentials are correct — check for expired password, MFA prompt, or certificate issue.
3
Check firewall rules — confirm UDP 500/4500 (IPSec) or TCP 443 (SSL VPN) not blocked.
4
Reinstall Cisco AnyConnect or OpenVPN client — corrupted client installs are common.
5
Test from alternate network (mobile hotspot) — identifies if ISP or local router is blocking VPN.
Tools: Cisco AnyConnect · OpenVPN · Windows Firewall · Nmap
Technical Proficiency

Skills & Expertise

💻
Operating Systems
Comfortable building, configuring, and troubleshooting across all major OS environments for both end-user and server workloads.
Windows 10/11 Windows Server 2022 macOS Ubuntu Linux Kali Linux
🏢
Active Directory & Identity
Managing users, groups, OUs, and GPOs in domain environments. Account lifecycle management and access provisioning.
Active Directory Group Policy RBAC OU Management ServiceNow
⚙️
Scripting & Automation
Writing scripts to automate repetitive IT tasks — from mass deployments to scheduled maintenance routines.
PowerShellAdvanced
Batch ScriptingAdvanced
BashProficient
PythonProficient
🌐
Networking & Connectivity
Diagnosing and resolving network issues from layer 1 to layer 7. VPN configuration and monitoring.
TCP/IP DNS / DHCP Cisco AnyConnect OpenVPN Wireshark Nmap
🛡️
Security & Compliance
Applying security best practices in day-to-day IT support — AV management, patch compliance, and policy enforcement.
Sophos Antivirus Windows Firewall PCI-DSS NIST SSL / HTTPS Patch Management
📋
Ticketing & ITSM
Logging, tracking, and resolving support requests. Writing clear documentation and knowledge base articles.
ServiceNow Jitbit Knowledge Base Escalation Paths SLA Management
🖥️
Hardware Support
Physical and hardware support across Dell, Apple, and generic workstations. Imaging, peripheral configuration, and hardware repair/replacement.
Dell Workstations Apple Hardware OS Imaging Peripheral Setup Switch / Router Config Printer Maintenance Hardware Repair Asset Tagging
Tech Stack

Tools I Work With

🪟
Windows 10/11
OS · Endpoint
🖥️
Windows Server
OS · Server
🐧
Ubuntu / Kali
OS · Linux
🏢
Active Directory
Identity · Directory
📋
ServiceNow
ITSM · Ticketing
🎫
Jitbit
Help Desk · Tickets
🔵
Office 365
Productivity · Email
🛡️
Sophos
Antivirus · Security
🔍
Wireshark
Network · Analysis
🗺️
Nmap
Network · Scanning
🔐
Cisco AnyConnect
VPN · Remote Access
🌐
WordPress
CMS · Web
🛒
Shopify
E-Commerce · Platform
🌍
GoDaddy
DNS · Hosting
⚡
PowerShell
Scripting · Automation
🐙
GitHub
Version Control · Docs
Written Work

Documentation & Guides

SOP · Standard Operating Procedure
New Employee Laptop Setup & Onboarding Checklist
Step-by-step SOP for configuring a new Windows workstation from imaging through domain join, software installation, account setup, and user handoff. Covers both in-person and remote onboarding scenarios.
Windows Active Directory Onboarding Checklist
→ View on GitHub
Reference Guide
PowerShell AD Automation — Command Reference
A reference guide covering the most-used PowerShell cmdlets for Active Directory administration: creating users, adding to groups, disabling accounts, resetting passwords, exporting reports, and bulk operations from CSV.
PowerShell Active Directory Reference
→ View on GitHub
Knowledge Base Article
Common Help Desk Issues — Resolution Playbook
A structured knowledge base covering the 20 most frequent help desk tickets — network issues, printing, account lockouts, Office 365, and VPN problems — each with step-by-step resolution procedures and escalation criteria.
Help Desk Troubleshooting KB Article
→ View on GitHub
Technical Guide
WordPress Security Hardening Checklist for Small Business
A practical hardening guide for small business WordPress sites — covering plugin vetting, SSL setup, login protection, update management, backup automation, and monitoring. Based on real deployment experience.
WordPress Security SSL Small Business
→ View on GitHub
User Guide
End-User VPN Setup Guide — Cisco AnyConnect & OpenVPN
A clear, non-technical guide for end users setting up remote access VPN on Windows and macOS. Covers installation, credential entry, MFA, common error messages, and self-service troubleshooting steps before calling IT.
VPN Cisco AnyConnect End-User Remote Work
→ View on GitHub
Process Document
Sophos AV Deployment & Management Runbook
A runbook for deploying and managing Sophos Antivirus across a multi-workstation environment — initial rollout, policy configuration, update scheduling, threat response procedures, and license management.
Sophos Antivirus Endpoint Security Runbook
→ View on GitHub
Credentials

Certifications & Education

🛡️
Certified in Cybersecurity (CC)
ISC²
2025 · Verified
🔴
Oracle SQL & PL/SQL Developer
Arizona Western College
2023 · Verified
📊
Data Analysis Professional Certificate
EdX
2025 · Verified
📈
Data Analytics Bootcamp
Alex the Analyst
2025 · Verified
⚡
Applied Scrum for Agile PM
EdX
2025 · Verified
🎯
CompTIA A+ *(Target)*
CompTIA
Planned — 2026
GRADUATE DEGREE
M.S. Information Security & Digital Forensics
Niagara University · 2019–2021
Thesis: Ransomware — Analysis, Impact, and Recommendations
UNDERGRADUATE DEGREE
B.S. Computer Science
Huntington University · 2015–2019
Minors: Criminal Justice & Cybersecurity