IT Support & Desktop/Cybersecurity Specialist

Juan Urquiza

IT Support Specialist Desktop Support Technician Cybersecurity Specialist

847-***-**** • ********@*******.*** • Round Lake Beach IL Summary

Dedicated IT Support and Desktop Support Professional with experience troubleshooting hardware, software, network connectivity, and end-user technical issues across fast-paced operational environments. Skilled in Windows 10/11, Microsoft 365, Active Directory, hardware deployment, account provisioning, and IT asset management. Proven ability to provide Tier 1 technical support, resolve technical incidents efficiently, and maintain secure, high-availability systems while delivering exceptional customer service. Currently pursuing a Bachelor’s degree in Cybersecurity with CompTIA A+ and Network+ certifications. Professional Experience

Armed Security July 2024-June 2026

Silver Star Protection Group

Monitored and troubleshot network-connected surveillance and security systems, identifying and resolving connectivity and performance issues.

Provided Tier 1-style technical support to onsite personnel, assisting with hardware usage, system access, and basic troubleshooting.

Documented incidents, system errors, and resolutions in centralized reporting systems, improving issue tracking and response time.

Supervisor July 2021-Novenber 2023

Hire Genics

Delivered end-user support in a fast-paced environment, troubleshooting equipment, access, and workflow-related technical issues for 200+ employees.

Managed onboarding/offboarding processes, including account provisioning, hardware setup, and access control.

Maintained and tracked IT assets, ensuring proper inventory management, device allocation, and compliance with company policies.

Material Handler May 2020-August 2020

QUALANEX LLC

● Utilized enterprise software to read and manage complex shipping orders and digital requisitions for material distribution.

● Verified inventory integrity by auditing hardware against digital packing lists, ensuring 100% compliance with shipping documentation.

● Troubleshoot inventory discrepancies by reconciling physical hardware against Microsoft 365 tracking spreadsheets.

Marine March 2016-April 2020

UNITED STATES MARINE CORPS

● Learned and configured advanced technical systems rapidly to improve unit productivity and operational efficiency.

● Applied critical thinking to break down technical connectivity problems and evaluated solutions for high- stakes field environments.

● Utilized VPN protocols and secure mobile communication platforms to maintain information flow in remote environments.

Education

Bachelors in Cybersecurity (In progress)

Western Governors University

Associate in arts

College of Lake County

Technical Skills:

Operating Systems: Windows 10/11, basic Linux

Networking: TCP/IP, DNS, DHCP, basic network troubleshooting

Tools: Active Directory (basic), Slack, Zoom, ticketing systems

Hardware: PC setup, troubleshooting, peripherals, mobile devices

Security: Access control, secure remote access, basic cybersecurity principles Certifications

CompTIA A+

CompTIA Network+

CompTIA Security+

Google cybersecurity Certificate

Lean Six Sigma Green Belt

Relevant Coursework

Networking Fundamentals

Cybersecurity Principles

Systems Administration

Windows Administration

IT Fundamentals

Network Security

Technical Projects & Hands-On Experience

Built and configured Windows 10/11 virtual machines using VirtualBox for troubleshooting and networking labs.

Configured basic Active Directory environments including user account creation, password resets, and permission management.

Practiced network troubleshooting using ping, ipconfig, tracert, nslookup, and DNS diagnostics.

Installed and configured printers, drivers, and peripheral devices in simulated support environments.

Performed hardware upgrades including RAM installation, SSD replacement, and workstation setup.

Utilized Microsoft 365 applications and administrative tools for user support and account management.

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