Entry-Level IT Support Specialist Resume

Dallas, Texas 972-***-**** www.linkedin/in/christopher-laron-smith- **************@*****.***

Christopher L. Smith

Dallas, Texas 972-***-**** www.linkedin/in/christopher-laron-smith- **************@*****.*** PROFESSIONAL SUMMARY

Entry-level IT Support Specialist with knowledge in troubleshooting, Windows/Linux systems, networking fundamentals, and basic Active Directory concepts. Familiar with ticketing systems, system monitoring, and security prinicples including the CIA Triad. Strong problem-solving and customer service skills with a focus on supporting end users and resolving technical issues. Trained in A+ and Network+ while actively seeking an entry-level role in Help Desk, Technical Support, or Analyst. CERTIFICATIONS

• CompTIA: Security+

• ISC2: Certified in Cybersecurity

• Oracle Cloud Infrastructure: Generative AI Professional Fusion AI Agent Studio AI Foundations Associate Foundations Associate Data Platform Foundations Associate Sunbird Ed Specialty

• PeopleCert: ITIL® 4 Foundation

TECHNICAL PROFICIENCIES

• IT Support & Troubleshooting: Hardware and Software Troubleshooting Remote Desktop Support Ticketing Systems Technical Documentation Spiceworks AnyDesk Zoom

• Operating Systems: Windows 10, 11 Windows Server 2016 macOS Linux(Ubuntu, Kali Linux, Parrot OS)

• Virtualization: VirtualBox Oracle Cloud Infrastructure OCI Identity & Access Management(IAM) Virtual Cloud Networks (VCN) AWS Console Navigation Splunk

• Networking: Active Directory Network Troubleshooting VPN Fundamentals VLAN Concepts

TECHNICAL PROJECTS & LABS

• Built and managed virtualized lab environments using VirtualBox, deploying Windows Server 2016, Ubuntu, Kali Linux, Parrot OS, and Splunk(SIEM).

• Created and managed users, groups, and organizational units (OUs) in Active Directory to simulate a corporate network environment.

• Conducted network scanning and vulnerability assessments using Nmap.

• Built assorted networks in Cisco Packet Tracer for traffic simulation.

• Monitored IDS/IPS security logs using Splunk to detect potential threats.

• Configured Splunk indexes and onboarded system, application, and security log data.

• Integrated cloud services with Splunk to support centralized security monitoring.

• Configured Splunk Universal Forwarders to collect logs from Linux and Windows systems.

• Forwarded AWS CloudTrail and CloudWatch logs into Splunk for cloud monitoring.

• Documented findings and communicated technical concepts to technical and non-technical stakeholders.

Dallas, Texas 972-***-**** www.linkedin/in/christopher-laron-smith- **************@*****.*** PROFESSIONAL EXPERIENCE

Global Payments Dallas, Texas

POS Implementation & Support Specialist Apr 2007 – Mar 2024

• Customized Deployments: Proactively tailored and downloaded software to Dejavoo and Verifone POS terminals based on individual merchant specifications, ensuring each deployment met precise operational needs.

• Efficient Logistics Coordination: Took ownership of shipment logistics, coordinating with UPS to guarantee on-time delivery of critical equipment to clients nationwide.

• Rigorous Quality Assurance: Led extensive testing using parameterized test files to preemptively identify and resolve system issues, significantly reducing post-deployment errors by 40% and improving transaction reliability.

• End-User Support Excellence: Delivered both on-site and remote support during rollout phases, ensuring seamless transitions and minimizing merchant downtime.

• Technical Equipment Refurbishment: Spearheaded the refurbishing of returned POS terminals using advanced diagnostic and troubleshooting techniques, restoring units to like-new conditions and maximizing reuse efficiency by 30% saving the company a minimum of $200,000 annually.

• Secure Encryption Execution: Conducted sensitive in-house encryption processes in full compliance with PCI DSS standards, specializing in NG Trans(TPS), TSYS, and Global East platforms. Ensured dual-representative verification for all encryption tasks, maintaining strict chain-of-custody protocols.

• Process Improvement Initiatives: Actively analyzed deployment workflows, identifying inefficiencies and implementing improvements that enhanced team productivity and project turnaround times .

• Revenue Recovery & Account Oversight: Collaborated with internal departments to manage and recover overdue payments related to POS hardware, software subscriptions, and leasing agreements. Used financial tracking tools to monitor aging accounts, resolved billing discrepancies, and contributed to policy refinements that improved invoice accuracy and payment turnaround.

• Cross-Functional Communication: Partnered with sales, finance, and legal teams to align deployment timelines with billing workflows, ensuring business continuity and minimizing revenue loss. Provided data-driven recommendations based on delinquency trends that led to streamlined customer invoicing practices.

EDUCATION

ACI Learning Tech Academy Dallas Campus

• Computer User Support Specialist Program Oct 2024 – Jan 2025

• Information Security Analyst Program Feb 2025 – Mar 2025 Southern Methodist University Sept 1989 – May 1991 Major in Fine Arts, Minor in Advertising

TOOLS & TECHNOLOGIES

• VirtualBox

• Wireshark

• Nmap

• Splunk

• Cisco Packet Tracer

• Windows Server 2016

• Spiceworks

• Active Directory

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