Help Desk Technical Support

Thaddaeus J. Murray

716-***-**** *********@********.***.*** LinkedIn

HELP DESK TECHNICIAN

Technical Support Customer Support Software Troubleshooting

Results-oriented and adaptable with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:

Help Desk Ticketing Systems

Problem Diagnosis

Technical Troubleshooting

Phone & Online Support

Office 365 Support

Customer Service

Complaint Handling

Technology Proficiencies

Ticketing:

Freshdesk, Jira Service Desk,

Software:

Active Directory, Office 365, Outlook, Cisco AnyConnect, Duo, Slack, Zoom

Languages:

Python scripting, Bash scripting

Networking:

LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS

Platforms:

Cybersecurity:

Windows 10 Enterprise, macOS, Linux, Chrome OS

Snort(sniffer/IDS modes), Wireshark, NMAP, NESSUS, NIST framework

System Administration Experience

Windows Server 2016 Hands-On Virtual Labs

Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP.

Added Windows 10 client machines to Windows Server 2016 domain.

Created and modified Active Directory template user accounts to hold various properties.

Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.

Created and linked Group Policy Objects (GPO) in Active Directory.

Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.

Redhat-Ansible Hands-On Virtual Labs

Created a virtual lab environment with multiple VMs that were separated by geographical regions

Wrote plays that gave certain permissions (RWX) to the VMs based off of their region

Wrote plays that checked the VMs for a list of software’s that was needed based on the different regions and installed the software if the VM didn’t have it

Work Experience

Isley Innovation Hub, Greenville, NC 8/2023 – Present

Isley Lab Technician/Assistant Manager

Configured routers and access points for internet connection in areas with low signals

Trained students to operate 3D printers and other technologies

Organized cabling for the network closet

Education & Credentials

EAST CAROLINA UNIVERSITY, Greenville, NC MAY 2026

Bachelor of Science in Information Technology (Concentration in Cybersecurity and Networking)

CompTIA A+

CompTIA Network+

CompTIA Security+

CCNA

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