IT Support Technician Hardware and Software Troubleshooting

Alfredo Madrigal

IT Support Hardware and Software Troubleshooting End User Support

Professional Summary

Cybersecurity graduate with 1+ year of IT support experience resolving hardware, software, network connectivity, and user account issues. Experience providing Tier 1 support, prioritizing service tickets to meet SLA requirements, documenting troubleshooting steps and resolutions, and escalating complex issues. Currently supporting internet services in a telecommunications environment. Google IT Support Professional Certificate holder; passed CompTIA A+ Core 1 (220-1101). Technical Skills

End user support • Hardware and software troubleshooting • Endpoint support • DNS and DHCP • VPN and Wi-Fi troubleshooting • Password resets and access control • Ticket management and SLA prioritization • Incident documentation and escalation • Wireshark • Wazuh

Professional Experience

IT Representative (Telecommunications Support)

JSI Oct 2025 - Present

Provide technical support for internet services, troubleshooting DNS, DHCP, and network configuration issues affecting end users.

Identify causes of connectivity problems and resolve service disruptions; monitor service performance for connectivity anomalies.

Manage and resolve support tickets while maintaining SLA compliance; document incidents, troubleshooting steps, and resolutions.

Escalate complex network or system issues to engineering teams for further investigation. IT-Focused Operations Specialist

Bader Law Feb 2025 - Oct 2025

Supported endpoint systems to maintain secure and reliable operations.

Investigated and resolved technical issues using structured troubleshooting; documented issues and resolutions.

Monitored system performance and escalated issues based on severity and impact. IT Support Technician (Tier 1)

University of North Georgia Jun 2024 - May 2025

Provided Tier 1 support for hardware, software, and network-related issues.

Troubleshot VPN, Wi-Fi, and user account issues; assisted with password resets and access control.

Managed and prioritized support tickets based on SLA requirements. Technical Projects

Built and managed a ticketing system to track technical issues and resolutions.

Deployed and configured a Wazuh SIEM home lab for centralized log collection; monitored authentication logs and system events, analyzed alerts, and performed basic alert triage. Education and Certifications

Bachelor of Science in Cybersecurity University of North Georgia May 2025 Google IT Support Professional Certificate CompTIA A+ Core 1 (220-1101) - Passed CompTIA Security+ - In progress

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