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 A+ hardware/software standards, enterprise networking, and cybersecurity. Expert at providing Tier 1 and Tier 2 support, with deep experience in incident management, identity protection, and automation. Dedicated to resolving complex technical issues while delivering superior customer service.
Core Competencies
System Configuration (A+)
Expert in Windows/macOS/Mobile (iOS/Android) installation, optimization, and troubleshooting; hardware disassembly, reassembly, and laptop repair.
Network Security (Security+)
Proficient in firewall/IDS/IPS configuration, OS hardening, cryptography (Hashing/PKI/IPSec), and 7-step Incident Management.
Networking (CCNA)
Advanced OSPF (v2/v3), VLANs, STP, EtherChannel, NAT/PAT, and WAN connectivity; experience with Cisco DNA Center and QoS models.
Automation & Web Tech
PowerShell algorithm construction; RESTful APIs; PHP/MySQL development; data formats including YAML, JSON, and XML.
Operations
ServiceNow/Zendesk ticketing; technical documentation and SOP development; 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
- High-Volume Triage: Managed 100+ daily inquiries, accurately identifying user difficulties and documenting cases for seamless escalation to Tier-2 technical staff.
- Service Excellence: Maintained a 4.8/5.0 CSAT score through clear communication, active listening, and a patient, customer-focused approach.
- Technical Literacy: Communicated software and account issues to diverse audiences using suitable IT terminology and professional etiquette.
Technical Projects & Lab Work
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.
System Optimization (A+ Lab)
Performed hardware upgrades and diagnostics for desktop/laptop systems; configured virtualization basics and remote access (RDP).
Relational Databases (PHP/SQL)
Developed secure, database-driven web applications using PHP and MySQL; implemented data validation and normalization (2NF/3NF).
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
Red Hat Certified System Administrator (RHCSA)
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; current focus on mastering Linux system administration and cloud infrastructure.