IT Help Desk & Security Specialist

CERTIFICATIONS

• CompTIA CySA+ CompTIA Security+ CCNA (In Progress)

TECHNICAL SKILLS

Systems & Administration: Windows 10/11, Windows Server (Lab), Active Directory, Group Policy, Microsoft 365, SCCM, System Imaging

Networking: TCP/IP, DNS, DHCP, VPN, VLANs, Routing & Switching (Lab), Wireless Networking, VoIP Basics

Audio/Video & End-User Support: Video Conferencing, Projectors, Smart Devices, Remote Support, Hardware Troubleshooting

Security & Monitoring: MFA Implementation, Endpoint Security, SIEM (Microsoft Sentinel), Log Analysis

Tools: Wireshark, Nmap, SCCM, ServicePRO, JIRA, Microsoft Teams

Other: Technical Documentation, Hardware Deployment, Asset Management, User Training

PROFESSIONAL EXPERIENCE

Schoolcraft College — Livonia, MI

IT Help Desk Technician (Tier 1–2) Mar 2024 – Present

• Provide onsite and remote technical support for faculty, staff, and students across Windows and Microsoft 365 environments

• Troubleshoot hardware, software, network, VPN, printer, and connectivity issues involving TCP/IP, DNS, DHCP, and VLAN configurations

• Administer Active Directory accounts, permissions, password resets, and Group Policy configurations

• Configure and deploy desktops, laptops, peripherals, and mobile devices using SCCM and standardized imaging processes

• Support classroom and conference room technology including projectors, Microsoft Teams meetings, webcams, monitors, and video conferencing systems

• Assist users with remote access, smart devices, wireless connectivity, and audio/video troubleshooting

• Document incidents, troubleshooting steps, and resolutions using ServicePRO and JIRA ticketing systems

• Support hardware inventory management, asset tracking, and lifecycle replacement activities

• Collaborate with IT teams to troubleshoot network-related issues and maintain reliable technology operations across campus

Crisp Cleans — Southfield, MI

IT Intern May 2024 – Sep 2024

• Assisted with MFA implementation, endpoint security, and user account management

• Troubleshot endpoint misconfigurations, access issues, and network connectivity problems

• Assisted users with technical support requests and documented troubleshooting procedures

• Recommended improvements to system security and endpoint configuration standards

PROJECTS

Active Directory Domain & User Management Lab

• Deployed and configured a Windows Server domain controller with Active Directory Domain Services (AD DS)

• Created and managed users, groups, Organizational Units (OUs), and Group Policy Objects (GPOs)

• Joined client machines to the domain and configured Remote Desktop access and user permissions

• Performed troubleshooting on account lockouts, DNS issues, and Group Policy application failures

Network Infrastructure Lab

• Designed and configured VLAN-based network with inter-VLAN routing, STP, and switch redundancy

• Performed network diagnostics and traffic analysis using Wireshark and Cisco networking concepts

EDUCATION

Schoolcraft College — Livonia, MI

Associate of Science, Cybersecurity Dec 2025

• Honors Program

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