Cybersecurity Graduate - IT Support & AD

David Patrick

Chicago, IL ************@*****.*** 312-***-**** LinkedIn Github

Bradley University

Bachelor of Science in Cybersecurity Grad Date: May 2026 PROFESSIONAL SUMMARY

Recent cybersecurity graduate with hands-on experience in Active Directory, Windows Server, Azure, networking, and technical troubleshooting. Proven customer service background supporting users in fast-paced environments. Skilled in diagnosing technical issues, user account administration, log analysis, and IT support processes. Seeking an IT Help Desk, Service Desk, or Technical Support role. PROJECTS

Wireshark & Network Analysis

● Captured and analyzed network traffic using Wireshark across protocols including TCP, UDP, DNS, ICMP, and HTTP.

● Analyzed hundreds of network packets using protocol filters and TCP stream reconstruction to identify suspicious traffic patterns and potential indicators of compromise.

● Identified credential exposure in unencrypted HTTP traffic and recommended HTTPS/TLS controls, demonstrating mitigation strategies for reducing data interception risks. Active Directory

● Deployed a virtualized Windows Server environment to serve as a central Domain Controller, installing and configuring Active Directory Domain Services (AD DS) from scratch.

● .Configured 20+ users, groups, and GPOs to simulate enterprise identity management, enforcing role-based access controls and security policies.

● Implemented DNS and domain-join configurations across multiple virtual systems, enabling centralized authentication and network resource management.

osTicket & Ticket Lifecycle

● Deployed and configured an osTicket ticketing environment on an Azure Windows 10 VM, provisioning IIS web server components, CGI, PHP Manager, and URL Rewrite modules to establish infrastructure for service desk and incident handling simulations.

● Configured post-installation osTicket environment controls, establishing role-based access permissions, functional departments, cross-departmental teams, custom SLAs, and user authentication policies.

● Simulated end-to-end IT service desk workflows in osTicket, managing ticket lifecycle operations including triage, SLA assignment (Sev-A/Sev-B), departmental routing, and multi-agent incident resolution.

WORK EXPERIENCE

Walgreens (Customer Service Associate )Chicago, IL (July 2023 – August 2023)

● Provided customer support and assisted with troubleshooting POS terminals, barcode scanners, and payment systems.

● Verified customer identities and monitored transactions for anomalies, helping reduce fraud risk and maintain compliance with company procedures.

● Assisted 50+ customers per shift by resolving questions and service issues, maintaining a positive customer experience in a fast-paced retail environment.

Subway (Sandwich Artist)Chicago, IL (Oct 2020 - May 2021)

● Worked in a fast-paced customer-facing environment requiring attention to detail, problem-solving, and consistent compliance with established policies.

● Built strong communication and problem-solving skills by assisting 20+ customers an hour, handling special requests, and resolving service issues efficiently/ CERTIFICATIONS

Security +, Microsoft Excel Associate, Microsoft Excel Expert TECHNICAL SKILLS

Security Tools: Splunk, Wireshark, Active Directory, osTicket Cloud & Operating Systems: Linux, Windows Server, Microsoft Azure Networking: TCP/IP, DNS, DHCP, VLAN, VPN, Firewalls, IDS/IPS, OSI Model, Subnetting Programming/Scripting: PowerShell, Bash, Python

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