Professional Summary
Dynamic IT Support Professional with a 4.0 GPA and a CCNA Certification. Recent graduate of a rigorous two-year Computer Systems Technology program (2023-2025) focused on enterprise networking, Windows/Linux server administration, and cybersecurity. Expert at providing Tier 1 and Tier 2 support, with deep experience in incident management, identity protection, database management, and PowerShell automation. Dedicated to resolving complex technical issues while delivering superior customer service.
Core Competencies
System & Network Administration
Active Directory domain/workgroup implementation, DNS/DHCP configuration, DFS and FSRM storage quotas, and Windows Server monitoring.
Linux & Open Source Infrastructure
MariaDB database administration, secure SSH/SFTP management, Apache virtual hosting, and Samba/NFS cross-platform file sharing.
Network Security
Firewall/IDS/IPS configuration, OS hardening, cryptography (Hashing/PKI/IPSec), and 7-step Incident Management workflows.
Networking (CCNA)
Advanced OSPF (v2/v3), VLANs, STP, EtherChannel, NAT/PAT, and WAN connectivity; experience with Cisco DNA Center and QoS models.
Data Fundamentals
Relational database design (2NF/3NF), complex SQL querying (JOINS, DDL/DML), and data formatting (YAML, JSON, XML).
Automation & Scripting
PowerShell algorithm construction including nested logic and arrays; regular expression (regex) data parsing with awk/sed.
Help Desk Operations
ServiceNow/Zendesk ticketing, ITIL problem-solving workflows, technical documentation, and professional de-escalation with a consistent 4.8/5 CSAT rating.
Professional Experience
On-site Technical Support (Co-op)
- Technical Resolution: Provided on-site support for microcomputer hardware and software issues; troubleshot Blue Screen (BSOD), startup, and connectivity errors.
- Incident Management: Logged and categorized service requests via ServiceNow; performed initial diagnostics and followed 7-step incident response protocols.
- Infrastructure Support: Configured and secured mobile devices and classroom A/V systems; assisted senior technicians with server-side troubleshooting and backups.
- Identity & Security: Addressed locked accounts and security issues using Active Directory; implemented security features to protect campus resources from malware.
Customer Service Associate
- Core Customer Support: Handled high volumes of inquiries via multi-channel communication (phone, live chat, and email) to assist with order tracking, returns, refunds, and account management.
- Technical Troubleshooting: Provided basic technical support and troubleshooting for Amazon hardware, such as Echo devices, Fire TV sticks, and Kindle e-readers, as well as digital services like Prime Video and Amazon Music.
- Professional De-escalation: Handled frustrated or upset customers with empathy and professionalism, actively listening and working to de-escalate tensions to find acceptable solutions.
- Documentation & Ticketing: Accurately logged the details of each customer interaction, the specific steps taken to troubleshoot, and the final resolution within Amazon's internal ticketing system.
- Policy Adherence & Data Privacy: Strictly followed Amazon's standard operating procedures and privacy guidelines to ensure customer data was protected and issues were resolved in full compliance with company policy.
Technical Projects & Lab Work
Enterprise Infrastructure & Automation
Deployed Windows Domain environments with custom Group Policies, integrated DFS namespaces, and automated user provisioning and system audits using custom PowerShell algorithms.
Linux Server & Web Hosting
Built a secure reverse proxy and multiple virtual host setup on Apache, integrating PHP and a normalized MariaDB database to support dynamic content delivery.
Network Security & Forensics (Security+ Lab)
Conducted risk assessments (SLE/ALE); implemented Defense-in-Depth strategies and practiced basic digital forensics.
Enterprise Network Automation
Explored network programming using RESTful APIs and configuration management tools; compared JSON and YAML data formats.
Education & Certifications
Computer Systems Technician – Networking
Two-Year Diploma (Sept 2023 - April 2025)
St. Clair College, Windsor, ON | GPA 4.0/4.0
Honors: Graduated with Academic Distinction; Received the Faculty Academic Award (2025).
Cisco Certified Network Associate (CCNA 200-301)
Certified 2026
Microsoft Azure Fundamentals (AZ-900)
Certified 2026
Microsoft 365 Endpoint Administrator (MD-102)
In Progress
Additional Information
- Relocation: Fully prepared to relocate for on-site or hybrid roles; available for immediate full-time employment.
- Credentials: Valid Ontario G2 Driver's License; clean driving record for mobile field support.
- Aptitude: Committed to continuous learning; currently expanding expertise in Microsoft IT infrastructure and cloud services.