ST
Portfolio · Resume Reference · GitHub

Sunanda
Thompson

~/roles $ IT Support Specialist

I'm a Computer Science graduate with a Master's in Information Security & Digital Forensics with 5+ years of hands-on IT experience across technical support, systems administration, and web operations. Now I'm transitioning into data analytics because the ability to turn raw data into clear, actionable insight is one of the most valuable skills in any organization. The path from IT and security to data isn't a pivot; it's a progression. Understanding how systems are built and protected taught me to think critically about the data flowing through them. This page is a living record of what I know, what I've built, and what I'm learning because it never stops.

IT Support IAM Analyst Data Analyst Experience Playbook Skills & Certs
↓ View My Work Connect With Me ⬇ Download Resume
Sunanda Thompson
Sunanda Thompson
github.com/sunanda-thompson
Education BS & MS
Experience 5+ Years
Certifications 5 Earned
Location Texas · Remote
Status ● Open to Work
Data Analytics SQL · Excel · Tableau Python IT Support Active Directory ISC² CC
By The Numbers

Achievements That
Speak for Themselves

🖥️
1,300+
Users Supported
IT support across faculty, staff & students at Huntington University
🌐
99.5%
Website Uptime
2 years of continuous uptime for Syychronic Sound LLC via DNS, SSL & WordPress
⚡
30%
Faster Deployments
Batch scripting automation cut university lab setup time by nearly a third
📂
14
Completed Projects
Every project is finished, documented, and available to download

Built on curiosity,
driven by impact.

I started in Computer Science because I wanted to understand how systems work. Then I pursued a Master's in Information Security & Digital Forensics because I realized understanding how they break and how to protect them was even more valuable. My thesis on ransomware wasn't an academic exercise; it was a deep dive into real-world attacker behavior that still shapes how I approach every system I touch.

My time in Huntington University's IT department taught me how everything in a real-world environment works together: systems, users, infrastructure, and processes. Being part of that team early on gave me a foundation I couldn't have gotten any other way. It's where I learned how to write automation scripts, troubleshoot fast, communicate clearly, and document everything because good IT is only as good as the knowledge it leaves behind.

Data genuinely fascinates me, specifically how it drives real decisions. I committed to building structured analytics skills through the Alex the Analyst Bootcamp, the AnalyticsMentor.io Data Analytics Program, and an EdX Professional Certificate in Business & Data Analysis all in 2025. I work actively in SQL, Excel, Python/Pandas, Tableau, and Power BI, building real projects. AI tools like Claude, ChatGPT, and GitHub Copilot are part of my daily workflow, tools I use to move faster and think more clearly.

How My Skills Connect
🖥️
IT Foundations
Huntington University
🔐
Information Security
MS + ISC² CC + IAM Lab
📊
Databases & Analytics
Alex the Analyst + Oracle Cert
🎯
Data Analyst (Active Goal)
SQL · Tableau · Python · Power BI
Background · Where I've Been & What I've Done

Experience Thus Far

2023 – Present
Self-Directed Learning
Data Analytics Upskilling
Certifications · Bootcamp · Lab Work

A deliberate pivot into data analytics structured bootcamps, certifications, and hands-on projects building real skills in SQL, Python, Tableau, and Power BI. Ongoing.

  • Completed (2025) — Alex the Analyst Bootcamp — SQL, Excel, Python, Tableau, Power BI end-to-end
  • Completed (2025) — AnalyticsMentor.io Data Analytics Program — real-world analytics curriculum with projects (2025)
  • Earned (2025) — EdX Professional Certificate in Business & Data Analysis and Applied Scrum for Agile Project Management
  • Earned (2025) — ISC² Certified in Cybersecurity (CC)
  • Earned (2023) — Oracle SQL & PL/SQL, Python Developer, Java Programmer Cert — Arizona Western College
  • Built AD home lab simulating enterprise RBAC model
  • Applied AI tools (Claude, ChatGPT, GitHub Copilot) daily to accelerate learning and project output
2023 – 2025
Syychronic Sound LLC
IT Manager / Web Support
Business IT · Remote

Managed all technology operations for a sound production business remotely from the ground up. Built and maintained the company website, handled all infrastructure, and kept everything running without downtime.

  • Built and deployed WordPress website from scratch, including DNS records (A, CNAME, MX, TXT), SSL configuration, hosting setup, and security hardening; maintained 99%+ uptime over 2+ years
  • Tracked and reported on site performance metrics, including uptime, traffic trends, and update schedules to support business decision-making
  • Managed payroll operations through QuickBooks, maintaining accurate financial records and processing payments with consistent accuracy
  • Built and maintained documentation and handoff guides enabling the business owner to self-manage routine updates, reducing recurring support requests
  • Applied security controls and update schedules to protect confidential client data and minimize system downtime
2021 – 2023
Ticfen Group LLC
E-Commerce IT Support
E-Commerce · Remote

Served as the sole IT and customer support resource for a small e-commerce business across four platforms, owning all troubleshooting, data management, and operational continuity.

  • Maintained clean, accurate order, billing, and customer data across inventory and order management systems, improving data accuracy by 25%
  • Analyzed customer experience gaps and implemented targeted UX and listing improvements that increased web traffic 35% and conversion rate 20%
  • Configured secure, PCI-DSS-compliant payment gateways, reducing payment errors by 40% and protecting sensitive customer financial data
  • Served as sole IT and customer support resource across four e-commerce platforms (Amazon, eBay, Shopify, Mercari), owning all troubleshooting and operational continuity
  • Managed domain and DNS infrastructure through GoDaddy, sustaining 99.9% uptime and ensuring business continuity
2016 – 2019
Huntington University
IT Student Technology Specialist
Student Role · On-Site

My first real IT environment supporting a 1,300-person university community while still in school. This is where I built my technical foundation, developed troubleshooting instincts, and learned that great IT is as much about communication as it is about technical skill.

  • Provided Tier 1–2 help desk support for 1,300+ students, faculty, and staff via Jitbit ticketing
  • Installed Sophos Antivirus on student personal laptops and lab computers; deployed Office 365 to student and faculty devices
  • Wrote Windows Batch automation scripts that cut lab setup time by 30%
  • Managed Active Directory account creation, OU management, GPO, and access control
  • Supported a campus-wide print system transition, brought students up to speed and helped maintain 85% equipment uptime
  • Assisted with hardware refresh, laptop imaging, domain join, and asset tagging for faculty
IT Support · What I Worked On & What I Learned

Real Tickets,
Real Experience

These aren't hypothetical scenarios. Every ticket below represents actual work I did — the problem, how I solved it, and what it taught me. This is how I built my IT foundation.

#001Scripting & AutomationHigh 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 BatchSilent InstallNetwork DrivesPrinter ConfigLab ManagementDocumentation
💡 What I learned: How to write reliable automation that works silently at scale, handle errors gracefully, and cut repetitive labor. Lab setup time dropped 30% — a direct outcome of thinking beyond the manual process.
✓ ResolvedTICKET
#002Web InfrastructureHigh 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
WordPressDNS ConfigurationSSL CertificatesGoDaddyWeb SecurityUptime Monitoring
💡 What I learned: Uptime doesn't happen by accident. Scheduled maintenance, backup verification, and security patching routines are what keep a site alive. Also: document everything, because future-you will thank you.
✓ ResolvedTICKET
#003Endpoint ManagementMedium Priority
Laptop Imaging & Deployment — University Faculty Refresh
Participated in 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.
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
OS ImagingActive DirectoryGroup PolicyAsset ManagementHardware Setup
💡 What I learned: The full lifecycle of endpoint management — from image creation to asset tagging. Being part of a coordinated team effort taught me how each step feeds into the next.
✓ ResolvedTICKET
#004E-Commerce ITMedium 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
ShopifyPCI-DSSPayment GatewaysDNS ManagementPlugin IntegrationNetwork Hardware
💡 What I learned: Payment security isn't optional — every configuration decision has compliance implications. I learned to think about security at the infrastructure level, not just the application level.
✓ ResolvedTICKET
#005User TrainingLow Priority
New Print System Rollout — Student Training & Adoption Program
Contributed to end-user training sessions for a university-wide print system migration. Helped create training materials, supported hands-on demos for students, and produced a quick-reference guide. Post-rollout support requests for print issues dropped significantly. Served as a liaison between students and senior IT staff throughout the transition.
1Learn new print system capabilities and configuration
2Help develop training materials and quick-reference cards
3Handle follow-up tickets via Jitbit, escalate as needed
4Document FAQs and update knowledge base
End-User TrainingJitbit TicketingDocumentationChange ManagementStakeholder Comms
💡 What I learned: Technology rollouts are only as successful as the people using them. Clear communication and patience matter just as much as technical skill when helping non-technical users adapt.
✓ ResolvedTICKET
#006CybersecurityHigh Impact
Antivirus & Software Deployment — Campus Laptop & Lab Support
Installed Sophos Antivirus on students' personal laptops brought in for support, as well as on university lab computers campus-wide. Also deployed Office 365 to student and faculty devices. Handled software installs, license management, and troubleshooting endpoint protection failures. Managed network connectivity issues, device imaging, and workstation performance optimization.
1Install Sophos on student personal laptops and lab computers as they came in
2Configure Office 365 licenses and email profiles per device
3Troubleshoot network connectivity and VPN issues
Sophos AntivirusOffice 365Endpoint SecurityNetwork TroubleshootingVPNUser Management
💡 What I learned: Large-scale deployments require a plan, a rollback strategy, and constant monitoring. I also learned how to communicate status updates clearly to stakeholders who don't speak technical.
✓ ResolvedTICKET
IAM Analyst · Building My Knowledge Base

Identity & Access
Management

What is IAM?

Identity & Access Management is the framework of policies, processes, and technologies that ensures the right people have access to the right resources, at the right time and for the right reasons. It governs how identities are created, managed, and removed across an organization, and controls what each identity is permitted to do.

IAM spans the full identity lifecycle, provisioning new users, adjusting access as roles change, and deprovisioning when someone leaves. It governs authentication (verifying identity), authorization (granting permissions), and governance (auditing and certifying access). Tools and protocols involved include Active Directory, SAML, OAuth 2.0, OIDC, MFA, and SSO, all underpinned by frameworks like NIST SP 800-63 and NIST SP 800-207 for Zero Trust.

My Foundation in IAM

My IT support work was, in many ways, applied IAM before I had that label for it. I managed Active Directory users, enforced Group Policy, handled account lockouts, and maintained the principle of least privilege across a 1,300-person environment.

My MS thesis on ransomware deepened my understanding of why access control matters — most attacks succeed because someone had access they shouldn't have had. I'm now building on that foundation with IAM self-study and hands-on lab work.

RBACABAC Active DirectoryNIST CSF NIST 800-207ISO 27001 Zero TrustSAML OAuth 2.0MFA / SSO
✓ Completed Project
IAM Lab · Active Directory
Enterprise RBAC Model
Home Lab Build

Built a Windows Server Active Directory environment from scratch to simulate a real enterprise. Designed the full OU structure by department, created security groups with least-privilege access, applied Group Policy hardening, and documented the complete Joiner-Mover-Leaver workflow.

What was built
  • →OU hierarchy: IT, HR, Finance, Operations departments
  • →RBAC access matrix mapping roles to permissions
  • →GPO hardening: password policy, account lockout, USB restriction
  • →JML workflow: onboard, transfer, and offboard procedures
  • →PowerShell scripts for bulk provisioning from CSV
Next: What I'm working toward

Deepening my knowledge of SSO, SAML federation, identity governance, and cloud IAM (Entra ID / Okta). Exploring SailPoint and CyberArk fundamentals.

Entra IDOktaSailPointCyberArk
Knowledge Base · How I Think Through Problems

Troubleshooting Playbook

These are the steps I run through when something breaks. Every entry reflects real scenarios I've worked through.

🌐 No Network / Internet Connectivity NETWORK
1
Check physical connection — cable seated, port lights active. Try a different cable or port first.
2
Run ipconfig /all — confirm a valid IP. A 169.x address means DHCP failed.
3
Ping 127.0.0.1, then gateway, then 8.8.8.8 — isolate exactly which layer is broken.
4
Run ipconfig /flushdns and netsh int ip reset, then reboot.
5
Check Sophos / firewall — confirm no rules are blocking outbound traffic.
Tools: ipconfig · ping · Wireshark · netsh · Device Manager
🔒 Account Locked / Password Reset ACTIVE DIRECTORY
1
Verify user identity first — employee ID, manager name, or security question.
2
Check ADUC — confirm the account is locked, not disabled or expired.
3
Review Event Viewer (Event ID 4740) — find the lockout source device or service.
4
Unlock account, reset to temp password, force change at next logon.
5
Advise user to update saved credentials on all devices to prevent re-locking.
Tools: ADUC · Event Viewer · Unlock-ADAccount (PowerShell)
🖨️ Printer Not Printing / Showing Offline HARDWARE
1
Check physical status — power on, paper loaded, no jam, toner level OK.
2
Right-click printer → uncheck "Use Printer Offline" in Devices & Printers.
3
Stop Print Spooler, delete files in spool\PRINTERS, restart Spooler service.
4
Remove and re-add printer with the latest manufacturer driver.
5
Network printer: ping the printer IP and confirm port settings are correct.
Tools: Print Spooler · Device Manager · Ping · Manufacturer Portal
🐌 Slow Computer Performance ENDPOINT
1
Open Task Manager — identify what's consuming CPU, RAM, or disk I/O.
2
Disable unnecessary startup programs in Task Manager → Startup tab.
3
Run a full Sophos AV scan — malware is a common cause of mystery CPU spikes.
4
Run chkdsk, confirm 15%+ free disk space, run Disk Cleanup on temp files.
5
Verify Windows Updates are applied and check SSD health via manufacturer tool.
Tools: Task Manager · chkdsk · Sophos · Disk Cleanup · Windows Update
📧 Outlook / O365 Not Syncing OFFICE 365
1
Confirm internet works, then check O365 service health at admin.microsoft.com.
2
Verify account settings: File → Account Settings → confirm correct email and server.
3
Run the Microsoft SaRA tool for automated Outlook diagnostics.
4
Rebuild Outlook profile: Control Panel → Mail → Show Profiles → Add new.
5
Check mailbox quota in Exchange Admin Center — increase if at limit.
Tools: Microsoft SaRA · Exchange Admin · O365 Portal
🔐 VPN Connection Failing REMOTE / NETWORK
1
Confirm internet works without VPN — base connectivity must exist first.
2
Verify credentials and MFA — check for expired password or pending auth prompt.
3
Check firewall rules — confirm UDP 500/4500 or TCP 443 are not blocked.
4
Reinstall Cisco AnyConnect or OpenVPN client — corrupted installs are common.
5
Test from a mobile hotspot — identifies whether the ISP is blocking VPN ports.
Tools: Cisco AnyConnect · OpenVPN · Windows Firewall · Nmap
Technical Proficiency

Full Skills Matrix

IT Support & Systems
Windows 10/11 & Server 202288%
Active Directory & Group Policy85%
PowerShell & Batch Scripting83%
Endpoint Security & Sophos78%
Network Troubleshooting76%
IAM & Security
RBAC Design & Implementation78%
IAM Policy & Compliance74%
Zero Trust Architecture64%
SAML / OAuth 2.0 / OIDC58%
Data & Databases
SQL — MySQL & PostgreSQL85%
Excel (Advanced)83%
Oracle PL/SQL76%
Python / Pandas71%
Tableau / Power BI70%
AI Tools · Applied Daily, Not Just Known

I use AI tools the way a good analyst uses a calculator — to move faster and think more clearly, not to replace knowing how things work. I write better SQL with Copilot, research security topics with Claude, and draft documentation with ChatGPT. The output still needs judgment.

Claude (Anthropic) ChatGPT GitHub Copilot Midjourney DALL·E
Frameworks & Standards
NIST CSF NIST 800-207 ISO 27001 PCI-DSS MITRE ATT&CK Zero Trust Agile / Scrum
Tools & Platforms
ServiceNow Jitbit Wireshark Nmap Sophos Office 365 WordPress Shopify GoDaddy 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 — SQL, Excel, Tableau, Python, Power BI
2025 · Verified
🔍
Data Analytics Program
AnalyticsMentor.io — Real-world analytics curriculum
2025 · Verified
⚡
Applied Scrum for Agile Project Management
EdX
2025 · Verified
Graduate Degree
M.S. Information Security & Digital Forensics
Niagara University · 2019–2021
Thesis: Ransomware — Analysis, Impact & Recommendations
Undergraduate Degree
B.S. Computer Science - Information Systems
Huntington University · 2015–2019
Minors: Criminal Justice & Cybersecurity
Texas · Remote · Open to Work
Let's Work
Together

5+ years of hands-on IT experience, active data analytics projects in SQL, Tableau, and Python. I'm ready to bring an analytical, systems-minded perspective to a data analyst role.

Junior Data Analyst BI Analyst Reporting Analyst Data & IT Analyst IT Support Specialist Help Desk Analyst L1/L2 Technical Support Engineer
LinkedIn → GitHub →