Helpdesk Analyst

JOHNNY ALCANTARA

IT Support Networking Infrastructure Cybersecurity

Raleigh-Durham, NC [Phone] [Email] [LinkedIn] PROFESSIONAL SUMMARY

IT and cybersecurity professional with hands-on experience in enterprise helpdesk support, network troubleshooting, endpoint management, incident documentation, and security-focused technical support. Experienced supporting Windows, Active Directory, Microsoft 365, Intune, VPN, authentication/MFA, DNS, DHCP, TCP/IP, and physical networking equipment. Strong troubleshooting and escalation skills, with a track record of high first-contact resolution and independent incident resolution. Building advanced networking, Linux, cloud, and security capabilities through CCNA training and hands-on cybersecurity labs. CERTIFICATIONS

• CompTIA Security+ (SY0-701) — Passed Sept 2025

• Google Cybersecurity Professional Certificate — Completed 2025

• TryHackMe Cybersecurity 101 — Completed 2025

• Cisco CCNA — In Progress (2026)

TECHNICAL SKILLS

Networking: TCP/IP, DNS, DHCP, NAT, VPN, IPv4, subnetting, VLAN fundamentals, Layer 1/2 troubleshooting, Cisco CLI, Packet Tracer

Systems & Infrastructure: Windows, Active Directory, Microsoft 365, Microsoft Intune, Linux fundamentals, RDP, endpoint troubleshooting, software deployment

Security & Tools: Microsoft Defender, MFA, Enterprise SSO, SIEM fundamentals, Splunk, Microsoft Sentinel, Elastic ELK, EDR, Qualys, Wireshark

IT Operations: ServiceNow, Pega, Incident/ticket Management, Troubleshooting Documentation, Escalation, Remote Support, Customer Communication

Scripting & Other: Basic PowerShell, Windows Command Prompt/networking commands, AWS EC2 lab exposure, English/Spanish Clearance: Active Public Trust

WORK EXPERIENCE

Helpdesk Analyst Koniag Government Services — July 2026–Present

• Resolve approximately 15–20 weekly IT support tickets, achieving approximately 75% first-contact resolution while escalating unresolved incidents to Tier 2 with documented troubleshooting.

• Troubleshoot Windows, Active Directory, Microsoft 365, endpoint, authentication, VPN, and connectivity issues using ServiceNow, RDP, and Secure Remote Tool (SRT).

• Support Microsoft Intune-managed endpoints, software deployment, password resets, MFA, Enterprise SSO, and Microsoft Authenticator configuration and troubleshooting.

• Use Cisco Secure Client and command-line networking utilities to troubleshoot VPN and connectivity issues; document findings, actions, and resolutions in ServiceNow.

• Perform security-conscious support by verifying user identity before account actions, reviewing Microsoft Defender findings, and assisting with phishing simulation activities.

Technical Support I II Paramount (Remote) — May 2025–Present

• Resolved 275+ tickets bi-weekly with an average 12-minute resolution time, exceeding company benchmarks and independently resolving more than 90% of incidents.

• Provided technical and network support for residential, business, and MDU customers, troubleshooting modems, routers, VoIP, DNS, DHCP, IP addressing, NAT, VPN, and connectivity issues.

• Used Pega ticketing, diagnostic tools, and internal monitoring systems to prioritize incidents, document findings, and maintain accurate technical records.

• Applied structured troubleshooting and escalation practices to isolate root causes, restore service, and communicate technical findings clearly to users.

Technical Support Representative Rural Telecom Solutions (Remote) — Jul 2024–May 2025

• Provided Tier 1 technical support for internet, cable, networking, and application issues across 50+ client accounts.

• Performed connectivity, hardware, and configuration troubleshooting while managing concurrent tickets, follow-ups, and business- impact priorities.

• Supported account provisioning, configuration changes, deprovisioning, escalation workflows, and technical documentation. Residential Network Specialist Spectrum — Durham, NC Oct 2023–Jul 2024

• Installed, diagnosed, and repaired residential network equipment including modems, routers, switches, and wireless devices.

• Resolved approximately 85% of issues on the first visit through systematic physical, connectivity, and configuration troubleshooting.

• Optimized Wi-Fi performance through signal analysis, device configuration, and network troubleshooting while translating technical findings for customers.

CYBERSECURITY PROJECTS & LABS

Elastic SIEM / IT Monitoring Lab

• Deployed and configured Elastic SIEM in a Debian-based lab to monitor endpoint, authentication, and network activity.

• Analyzed logs for operational issues and security anomalies; practiced alert triage, investigation, documentation, and detection-rule tuning aligned with MITRE ATT&CK.

Cloud-Based Virtual SOC Environment

• Used cloud-hosted virtual environments to practice SOC workflows, Linux fundamentals, log analysis, threat detection, and incident triage using SIEM-focused tooling.

NETWORKING TRAINING

• Jeremy’s IT Lab CCNA training hands-on Cisco Packet Tracer practice covering foundational networking, CLI configuration, Ethernet switching, IPv4 addressing, subnetting, and basic troubleshooting.

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