Account Login Issue: Username Not Found 

Resolved a login issue where the user was unable to access their account due to an incorrect username. Guided the user to verify their credentials and successfully regain access.

Case: Username Error : Login Failure

Tool Used: Freshdesk
Category: Technical Support
Issue Type: Incorrect Username
Ticket Status: Resolved

A user was unable to log in due to entering the wrong username. I confirmed their correct login credentials, guided them to reset their password, and verified access was restored.

This reflects my ability to quickly identify user errors, communicate clearly, and resolve login issues professionally.

                                                        Password Reset Support via Freshdesk 

                                        Zoho Desk Setup: Agent and Department Configuration 

I configured Zoho Desk by creating support agents and organizing departments to optimize the customer service workflow. This involved setting up user accounts with tailored roles and permissions, and structuring departments such as Technical Support, Billing, and Customer Care for efficient ticket categorization.

By assigning agents to appropriate departments, I enabled automatic ticket routing, which improved response times and ensured issues were handled by the right experts. This setup enhanced team collaboration and significantly boosted customer satisfaction through faster, more accurate support.

Case Study: Dynamic Website Deployment with WordPress, Docker, and MySQL

Project Overview:
Deployed a dynamic WordPress website using Docker containers, connected to a MySQL database, and linked it to a custom domain purchased from Namecheap.

Steps Taken:

• Configured Docker containers to run WordPress and MySQL services for isolated, scalable deployment.
  
  

• Set up the MySQL database to store website data securely.
  
  

• Registered a domain on Namecheap and configured DNS settings to point to the hosting server.
  
  

• Used DNSChecker to verify global DNS propagation and ensure the domain was correctly resolving.
  
  

• Successfully launched the WordPress site accessible via the custom domain.
  
  

Outcome & Value:

• Delivered a fully functional, dynamic website with easy content management via WordPress.
  
  

• Achieved reliable deployment through containerization, enabling easier scaling and maintenance.
  
  

• Ensured professional online presence with a branded domain, verified by DNS propagation tools.

                                              Screenshots of the dynamic website

        Setting Up Google Workspace SPF, DKIM & DMARC | Improve Email Deliverability 

        Improving Email Deliverability with SPF, DKIM & DMARC Setup for Google Workspace

Case Issue:
(Use the case issue text I provided earlier.)

Solution:

• Configured SPF record to authorize Google Workspace servers to send emails on behalf of the domain.
  
  

• Generated and added DKIM keys in DNS to digitally sign outgoing emails.
  
  

• Created a DMARC policy to monitor and enforce email authentication, reducing spoofing risks.
  
  

Outcome:

• Significantly reduced emails landing in spam or being rejected.
  
  

• Increased trust and security of the organization’s email communications.
  
  

• Enhanced domain reputation with better alignment to email authentication standards.
  
  

Project Title: Google Workspace User and Permission Management

Your Role: IT Support Specialist

Problem Solved: Unstructured user onboarding and access management

What I Did:

• Created and managed user accounts and groups
  
  

• Assigned permissions for shared drives and calendars
  
  

• Enforced access control policies for security

Result: Improved collaboration, faster onboarding, and reduced access-related issues.

Microsoft 365 User, Group, and Permission Management

Project Overview:
Managed the creation and administration of user accounts, security groups, and permission settings within Microsoft 365 to support organizational collaboration and data security.

Problem Solved:
The organization faced challenges with inconsistent user onboarding, unstructured access to resources, and potential security risks due to unmanaged permissions.

Role and Responsibilities:

• Created and configured user accounts in Microsoft 365 Admin Center.
  
  

• Established security and distribution groups aligned to departments and teams.
  
  

• Assigned appropriate permissions for access to SharePoint sites, Teams channels, and email distribution lists.
  
  

• Implemented role-based access controls to ensure secure and efficient collaboration.
  
  

Outcome:

• Streamlined user onboarding and offboarding processes.
  
  

• Enhanced team communication through well-organized groups and distribution lists.
  
  

• Strengthened security by enforcing proper access controls and minimizing unauthorized access.

Case Study: Configuring Multi-Factor Authentication (MFA) in AWS

Project Overview:
Enhanced the security posture of the organization’s AWS environment by implementing Multi-Factor Authentication (MFA) for all user accounts.

Problem Solved:
The organization’s AWS accounts were vulnerable to unauthorized access due to reliance on password-only authentication, increasing the risk of potential breaches.

Role and Responsibilities:

• Assessed current AWS Identity and Access Management (IAM) user security settings.
  
  

• Configured MFA devices (virtual or hardware) for all privileged IAM users.
  
  

• Updated AWS IAM policies to enforce MFA usage on sensitive actions.
  
  

• Provided user training and documentation on MFA setup and usage.
  
  

Outcome:

• Significantly reduced the risk of unauthorized access by adding an additional layer of authentication.
  
  

• Improved compliance with security best practices and industry standards.
  
  

• Increased user awareness and adoption of security measures through training.