Throughout my coursework in Cybersecurity and my work as an IT Support Technician, I have developed a range of technical and problem-solving skills. Working in a support role has given me real-world experience helping users troubleshoot technical issues while also strengthening my understanding of computer systems, networking, and security practices.

Below are some of the key skills I have developed so far.

1. Technical Support & Troubleshooting

Through my role as an IT Support Technician at Old Dominion University, I regularly assist students, faculty, and staff with resolving technical issues. This includes troubleshooting operating system problems, helping users regain account access, and supporting hardware and classroom technology. These experiences have helped me build strong problem-solving skills and the ability to communicate technical solutions clearly to users.

2. Windows Operating Systems

I have hands-on experience troubleshooting and supporting Windows 10 and Windows 11 systems. This includes diagnosing login problems, application errors, and system performance issues while helping users restore normal system functionality.

3. Account Access & Security Support

A major part of my work involves helping users regain secure access to their accounts. This includes password resets, account unlocks, and multi-factor authentication (MFA) troubleshooting. Through this work, I have learned the importance of following security best practices when handling sensitive user accounts.

4. Basic Networking Knowledge

Through both coursework and technical support experience, I have gained foundational knowledge of networking concepts such as TCP/IP and basic network troubleshooting. Understanding how devices communicate across networks has helped me better diagnose connection and access issues.

5. Ticketing Systems & Documentation

Working in a help desk environment has taught me how important documentation and organization are in IT. I regularly use ticketing systems to track issues, document troubleshooting steps, and ensure problems are resolved efficiently or escalated when necessary.

6. Customer Service & Communication

Supporting users in a university environment requires strong communication skills. I have learned how to explain technical issues in a clear and patient way while maintaining a high level of professionalism and user satisfaction.