IT Support & Cybersecurity Specialist (2+ yrs)
Resume:
JOSHUA GITTENS
New York City, NY
*********@*****.***
Experienced IT Support & Cybersecurity Professional with 2+ years of hands-on experience supporting end users, administering Active Directory environments, and resolving Tier 1–2 technical issues across Windows, Microsoft 365, and networked systems. Demonstrated success in resolving 100+ technical incidents, automating account provisioning, and improving IT efficiency through documentation and process standardization, while building a strong foundation in enterprise security and system administration. SUMMARY OF ACCOMPLISHMENTS
● Resolved 100+ IT support and help desk tickets using ServiceNow while meeting SLA targets.
● Supported remote employees across multiple locations, restoring system access and productivity.
● Deployed and configured dozens of Windows and macOS endpoints using Intune and remote tools.
● Built and administered an Active Directory lab supporting 20+ machines.
● Automated account provisioning with PowerShell, reducing manual effort and setup time.
● Implemented GPOs, MFA, and recovery policies aligned with Tier 1/2 IT and security best practices.
● Delivered remote IT tutoring sessions covering system administration and troubleshooting.
● Created a GitHub-hosted knowledge base that reduced repeat troubleshooting issues.
● Mentored learners in real-world help desk workflows, preparing them for production IT roles.
● Strengthened network reliability through hands-on DNS, TCP/IP, VPN, and Wi-Fi troubleshooting. AREAS OF EXPERTISE
● IT Support & Help Desk Operations
● Active Directory & Group Policy
● Microsoft 365 & Azure Fundamentals
● Windows 10/11 & Windows Server
● Endpoint Deployment (Intune)
● ServiceNow Ticketing Systems
● Network Troubleshooting (DNS, TCP/IP, VPN)
● MFA, Identity & Access Management
● PowerShell Automation
● Technical Documentation & Knowledge Bases
● Remote Support Tools (RDP, TeamViewer)
● Cybersecurity Fundamentals
PROFESSIONAL EXPERIENCE
Online Sprint Coaching, Remote
IT Support Technician, May 2024 – June 2025
● Troubleshot login, device, and account issues using Active Directory, Microsoft 365, and Windows 10/11.
● Deployed and configured workstations via Microsoft Intune, RDP, and TeamViewer.
● Resolved VPN, DNS, TCP/IP, and Wi-Fi connectivity issues to restore system access.
● Managed and closed incidents through ServiceNow, maintaining SLA compliance.
● Created and updated IT documentation to streamline onboarding and troubleshooting. Tutor.com, Remote
Information Technology Tutor, June 2024 – May 2025
● Delivered remote tutoring on Windows Server, Active Directory, DNS, and Group Policy.
● Trained learners on Windows 10/11 system administration fundamentals.
● Simulated real-world help desk tasks including MFA setup, password resets, and printer support.
● Guided students through networking and connectivity troubleshooting scenarios.
● Improved learner technical confidence and job readiness through hands-on instruction. TECHNICAL PROJECTS
Active Directory Domain Services Lab
● Built a Windows Server 2022 AD DS environment with DNS and DHCP for 20+ test systems.
● Automated user and group provisioning with PowerShell scripts.
● Applied GPOs, MFA, and recovery configurations to simulate enterprise security controls.
● Practiced Tier 1/2 troubleshooting workflows aligned with real-world IT operations. Help Desk Simulation – User & Group Administration
● Resolved 100+ simulated ServiceNow tickets involving M365, VPN, MFA, and printers.
● Created a GitHub-based knowledge repository with troubleshooting and escalation procedures.
● Managed AD group permissions to enforce least-privilege access models.
● Practiced compliance-aware access management scenarios. EDUCATION
Bachelor of Arts in Information Science
Cornell University, Ithaca, NY
Master of Science in Cybersecurity
Grand Canyon University, AZ
CERTIFICATIONS
● CompTIA Security+ CE (Active through 2027)
● CompTIA A+ (Active through 2028)
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