Technical Support System Administration

Derrick E. Parker Jr.

Chicago, Illinois

**********@*****.*** 773-***-****

CompTIA Security+ and MS-900 certified IT enthusiast with a passion for learning and problem-solving. Experienced in troubleshooting, endpoint management, and technical support, including diagnosing and resolving hardware/software issues. Currently pursuing Red Hat RHCSA to deepen Linux system administration skills. Adaptable and eager to tackle complex challenges in dynamic environments. Linkedin CERTIFICATIONS

• CompTIA Security+ 701

• Microsoft 365 Certified: Fundamentals (MS-900)

• Actively pursuing Redhat RHCSA and CCNA certifications TECHNICAL SKILLS

• Technical Tools: VMware, VirtualBox VM, Active Directory, Google Workspace, Adobe Acrobat, Microsoft Office Suite, Jira, Helpwire remote access, Nessus

• Operating Systems: Linux OS, Windows 7/8/10/11, macOS, Apple iOS for iPhone

• Networking Fundamentals: VPN configuration, laptop connectivity, firewall settings, network connectivity troubleshooting

• Database Skills: Basic SQL

PROJECTS AND COURSEWORK

Home Lab #1: System Troubleshooting and Remote Diagnostics

• Troubleshot Windows 10/11 and macOS issues, including driver conflicts, software errors, and network connectivity problems, ensuring smooth end-user experiences.

• Diagnosed and fixed VPN, firewall, and router settings to improve security and ensure stable connections.

• Utilized Quick Assist and Helpwire to remotely access and resolve system issues, optimizing support efficiency.

• Performed ping tests and resource monitoring (CPU, RAM, disk) to identify performance bottlenecks and improve system efficiency.

• Ran virus scans and security checks to detect and remove potential threats, improving system security. Home Lab #2: Computer Building and Cybersecurity Training

• Built and configured multiple PCs, installed Windows 10/11 and Mac OS, and tested system performance.

Home Lab #3: SaaS Environment (Jira & Microsoft 365)

• Used Jira Service Desk to log, track, and resolve simulated IT help desk tickets.

• Configured Microsoft 365 applications (OneDrive, Teams, Exchange) and resolved common user issues. Home Lab #4: Linux System Administration Basics

• Created and configured virtual Linux machines for system administration, honing skills for managing Linux-based environments.

• Managed files and directories using commands like touch, mkdir, rm, and rmdir.

• Used command-line tools to append and overwrite files, optimize storage with tar cvzf, and mount/unmount drives.

• Employed find and file commands for efficient file management and system organization. Derrick E. Parker Jr.

Chicago, Illinois

**********@*****.*** 773-***-****

• COURSEWORK #1 Udemy TIA-CompTIA Security+ SY0-701 Full Course, Labs, and Study Plan

• COURSEWORK #2 Udemy Colt Steele - The Ultimate MySQL Bootcamp: Go From SQL Beginner to Expert (Ongoing)

• COURSEWORK #3 RHCSA (RHEL 9) Complete Course with Exam Labs (Instructor: Sander van Vugt)

(Ongoing)

PROFESSIONAL EXPERIENCE

United States Post Office, Highland Park, Illinois 877-***-****

City Letter Carrier March 2016 – Present

● Diagnosed and resolved handheld scanner connectivity issues, improving delivery efficiency by 20%.

● Provided troubleshooting support for software and hardware issues, improving operational efficiency and minimizing downtime.

● Documented technical issues and resolutions to streamline troubleshooting processes and improve efficiency.

Supervisor (204B Role) March 2016 – January 2018

● Led operations for Amazon Sunday deliveries, achieving a 10% increase in timely deliveries and resolving an average of 5 escalations weekly.

● Troubleshot network connectivity and hardware/software issues, minimizing downtime and improving workflow efficiency.

● Trained and mentored team members on technical tools, fostering collaboration and improving overall performance.

UPS, Bedford Park, IL

800-***-****

Part-Time Supervisor November 2014 – June 2015

● Trained 10+ team members on workflow and technical tools, reducing downtime by 2 hours per week.

● Provided hands-on troubleshooting and resolved software, hardware, and network issues, minimizing downtime and maximizing team efficiency.

● Optimized resources and implemented process improvements to enhance team and meet operational goals.

EDUCATION

Eastern Illinois University, Charleston, IL

Bachelor of Arts in Communication Studies, May 2014

• Concentration: Electronic Media Production Minor: Studio Art

• Cumulative GPA: 3.16/4.0

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