IT Support & Active Directory Technician

SAMUEL OWUSU

914-***-**** ***********@*****.***

github.com/owususam-netizen linkedin.com/in/samuel-owusu-964426186 PROFESSIONAL SUMMARY

Customer-focused IT support candidate with hands-on training in helpdesk operations, Windows endpoint troubleshooting, Active Directory, and user access administration. Completed ticket intake, triage, resolution, escalation, and technical documentation in lab environments. Brings strong customer service, clear communication, and accountability, with a methodical approach to diagnosing issues, managing user access, and keeping employees productive.

TECHNICAL SKILLS

End-User & Endpoint Support: Windows desktops/laptops, Microsoft Office / Microsoft 365 fundamentals, software installation, hardware, printers, peripherals, application troubleshooting; remote support concepts Identity & Access Management (IAM): Active Directory user accounts, security groups, password resets, account unlocks, user provisioning, and permissions fundamentals IT Operations & Documentation: osTicket, incident/service request intake, triage, prioritization, ticket tracking, resolution notes, escalation handoffs, SLA awareness, knowledge-base documentation Networking & Tools: DNS, DHCP, TCP/IP, Wi-Fi/VPN fundamentals, firewall rules; PowerShell, Bash, Azure virtual machines; Entra ID and Microsoft Intune fundamentals CERTIFICATIONS & TRAINING

CourseCareers IT Certificate Jul 2026

CompTIA A+ Expected Nov 2026

PROJECTS & HANDS-ON LABS

Active Directory Administration & User Access

• Created and managed users, organizational units, and security groups in a Windows domain lab; provisioned accounts, assigned group memberships, and configured basic permissions.

• Performed password resets, account unlocks, and account-access troubleshooting; documented procedures for repeatable user support.

osTicket / Service Desk Operations

• Configured an osTicket environment and logged, categorized, prioritized, and tracked simulated incidents and service requests through resolution.

• Recorded troubleshooting steps and resolution notes; followed SLA workflows and documented escalation handoffs to support timely resolution and repeatable support documentation. Azure, Windows & Network Troubleshooting

• Troubleshot Windows endpoints in Azure virtual machines; diagnosed DNS/DHCP, IP addressing, and connectivity issues in lab scenarios.

• Examined ICMP traffic and firewall rules to understand connectivity failures and network access controls. EXPERIENCE

CourseCareers IT Trainee Apr 2025 - Present

• Logged, triaged, researched, resolved, and documented simulated hardware, software, connectivity, and account-access requests; escalated issues according to lab workflows.

• Administered Active Directory accounts, reset passwords, unlocked accounts, and configured organizational units, groups, and basic permissions in a Windows domain lab.

• Troubleshot Windows, applications, network connectivity, and peripherals in lab scenarios; documented findings and investigated underlying causes using structured problem-solving.

• Configured Azure virtual machines and used PowerShell scripting in labs; studied Entra ID, Intune, and remote-support concepts.

Raising Cane's Crew Member Jan 2025 - Aug 2026

• Provided patient, courteous customer service in a fast-paced environment; addressed questions and concerns clearly and worked with teammates to resolve service issues.

• Managed competing priorities with teammates while maintaining accuracy and efficient service. EDUCATION

B.S. Computer Science - Austin Community College In Progress

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