Junior IT Support Technician | Tier 1 Service Desk Professional | Philadelphia, PA

I am a Junior IT Support Technician and Tier 1 Service Desk professional with a strong technical foundation in modern infrastructure. I hold the CompTIA Security+, CompTIA Network+, and Microsoft Azure Fundamentals (AZ-900) certifications, and I am CompTIA A+ Core 2 certified with Core 1 completion in progress.

My hands-on technical experience includes managing an enterprise-grade infrastructure lab on Proxmox VE virtualization (Lenovo ThinkCentre M920Q) to administer Active Directory, manage user provisioning, execute password resets, and configure Windows Server 2022. I implement Role-Based Access Control (RBAC), manage security groups, break inheritance, and enforce NTFS permissions for data governance — while administering Microsoft 365 tenants and utilizing ServiceNow for ticketing management.

My practical networking experience includes configuring physical Cisco 2901 routers and Cisco 3750X switches to implement VLANs, routing protocols, and active network troubleshooting.

I bring over 16 years of high-volume operational customer service experience, specializing in service recovery, customer de-escalation, high-pressure problem solving, and strict physical asset management.

Available immediately for contract, contract-to-hire, or full-time IT support specialist and help desk technician roles in the Philadelphia area.

This repository is organized into distinct sections documenting my hands-on IT, system administration, and networking experience.

• New Active Directory Help Desk Lab (Proxmox VE) — My current, primary lab environment built on an enterprise hypervisor. Focused on Windows Server 2022 core infrastructure foundation, realistic 20-user departmental provisioning, Role-Based Access Control (RBAC), delegated local workstation administration, and Help Desk tier-1/tier-2 operational verification. View Project

• Spiceworks Help Desk Lab — 10 simulated help desk tickets worked end-to-end covering account lockouts, hardware failures, network access issues, software crashes, and new hire onboarding. View Project

• Microsoft 365 Help Desk Lab — Simulated Tier 1 IT support environment focused on Microsoft 365 and Entra ID user provisioning, licensing, MFA troubleshooting, and common service desk tickets. View Project

• Custom PC Build Project — Complete hardware workstation build from component selection through assembly, BIOS configuration, dual-boot Windows 11/Ubuntu setup, hardware diagnostics, and troubleshooting methodology. View Project

Project Evolution Note: The projects below represent the earlier iterations of my Active Directory testing. I keep them archived here to preserve my learning history and document my progression from basic setup to my current Proxmox enterprise-style deployment.

• Active Directory Setup (v1) — Initial exploration into building a Windows Server 2022 domain, managing core users, OU structures, DNS, DHCP, and baseline Group Policy. View Project

• Active Directory User & Access Administration (v1) — Large-scale environment testing focusing on complex enterprise-style workflows, multi-floor/shift layouts, and advanced access configurations. View Project

Verified through Credly and Microsoft:

• CompTIA Security+
• CompTIA Network+
• CompTIA A+ Core 2 (220-1102)
• Microsoft Azure Fundamentals (AZ-900)
• CompTIA A+ Core 1 (220-1101) — In Progress

• IT Support: User account management, access control, authentication troubleshooting, password resets, remote support, ServiceNow ticketing
• Windows Server 2022: Active Directory Users & Computers (ADUC), Group Policy Objects (GPOs), RBAC, OU design, NTFS permissions, security group delegation
• Cloud Identity: Microsoft 365 & Entra ID — user provisioning, licensing, MFA, Conditional Access
• Networking: Cisco 2901 / 3750X configuration, VLANs, OSPF, ACLs, IPv4, subnetting, DHCP, DNS
• Operating Systems: Windows 11, Windows Server 2022, Linux (Ubuntu)
• Security Fundamentals: Account lockout policies, principle of least privilege, access control list validation, NTFS permission inheritance