IT Specialist

Explore a selection of my IT projects, showcasing practical solutions and expertise in information technology. These projects highlight my skills in system administration, dashboard creation, IT management tools, and Troubleshooting, reflecting relevance in the professional IT field.

Projects

Creation and Implementation of an Active Directory Server.

Active Directory server using Windows server 2019, Virtual box, and a windows 10 client machine. This project includes OS installations, Network configuration and segmentation, DHCP and DNS server configuration, IPs, Organizational Unit creation, User creation, Domain creation, .NET CLR scripting, NAT/RAS Configuration and AD System administration practices.

Tools and programs used:

Windows Server 2019 ISO, VirtualBox, Windows 10 ISO, MS Server Manager.

Automatization with PowerShell for System Administrators.pdf

Automatization with PowerShell for System Administrators.

A carefully chosen selection of tried-and-true scripts and cmdlets that enable routine system administration on a large scale. This project exemplifies how I transform tedious tasks into dependable, self-healing workflows, from bulk disk-space monitoring and silent software deployments across hundreds of machines to Active Directory user provisioning, password resets, health-check automations, and thorough network reports. Explore how each script promotes security, consistency, and efficiency in real-world settings and learn why hiring managers seeking a proactive, automation-first sysadmin will want me on their team.

Tools and programs used:

PowerShell Automation, Active Directory Management , Scale Silent MSI installs , MS Server Manager, Scheduled Task & Backup Automation, Inventory & Asset Management.

Web Consultancy Project Management with Airtable.pdf

Web Consultancy Project Management with Airtable.

In this walkthrough report I present my process to create an implement a workspace in Airtable for a Web consultancy company. this workspace includes multiple tables, links, filters, views, and more. The project includes table management, linking multiple tables, specific view creation for team members, interface creation for general project management, and proficiency in categorization and implementation. take a look at the report, or go to the Airtable dashboard

Tools and programs used:

Airtable platform, linking tables, Filters, Airtable dashboards, Project Management.

Salesforce Project.pdf

Empowering Project Management with Salesforce.

As a Salesforce Administrator, I led the end-to-end design and implementation of a centralized campaign and project management solution for a marketing firm, turning fragmented data into a single source of truth. I architected a flexible data model combining standard objects (Leads, Accounts, Contacts, Opportunities, Cases) with custom “Projects,” “Campaigns,” and “Milestones” objects—leveraging lookup and master-detail relationships to reflect the firm’s three service lines. I optimized user experience through tailored page layouts, record types, validation rules, and list views, while securing data with permission sets, role hierarchy, and sharing settings. To drive efficiency, I built Flows to automate milestone creation, configured Case auto-response rules, and managed data import/export processes for reliable data maintenance. Finally, I crafted a dynamic Opportunities dashboard—featuring donut charts, column graphs, pyramid views, and numerical indicators—to deliver real-time insights into budgets, priorities, workloads, and project lifecycles, empowering stakeholders to make data-driven decisions and significantly improve resource allocation.

Tools:

Custom object creation, Lightning App Builder , Flow Builder, Automatization, Validation Rules, Reports & Dashboards, Permission Sets, Auto-Response Rules.

Project management with Airtable.pdf

Project management with Airtable.

Airtable is a cloud-based platform that combines the user-friendly interface of a spreadsheet with the advanced capabilities of a relational database, enabling users to create tailored applications, organize information, and streamline processes—all without needing to code. A skilled technical support professional using Airtable excels in problem-solving, data structuring, workflow automation, and user training. They possess strong communication skills to assist diverse users, a keen eye for optimizing systems, and the ability to translate complex requirements into efficient, no-code solutions that enhance team productivity and data clarity.

Tools and programs used:

Airtable platform, Airtable Templates, Airtable Marketplace, Airtable dashboards.

Using Jira for ticket management.pdf

Resolution Of Five Tickets [Tire 2 with Jira].

Effective IT support relies on a combination of technical expertise, efficient troubleshooting, and organized ticket management. This report presents five resolutions of diverse IT issues, including Active Directory management, networking challenges, hardware and electronics repair, operating system driver configurations, and user management. Utilizing Jira for ticket tracking, each resolution showcases the top skills and methodologies applied daily by an IT support specialist to maintain system integrity and optimize user experience.

Tools and programs used:

Windows 10, 11, Active Directory, Windows PowerShell, WinDbg, Jira, electronics

IT Service Management Dashboard For Active Incidents (ITSM) in ServiceNow

IT Support engineers use ITSM Dashboards to monitor and manage IT services effectively by providing real-time insights, data visualization, and tracking key performance indicators (KPIs). These dashboards are crucial in various scenarios, such as incident management to swiftly resolve IT issues and minimize downtime, service desk performance monitoring to track ticket backlog and resolution times, change management to oversee system updates while preventing disruptions, risk management to assess threats and maintain compliance, and infrastructure monitoring to keep systems, networks, and applications running smoothly. By leveraging ITSM Dashboards, IT teams enhance service delivery, optimize performance, and make data-driven decisions to support business operations.

Objective The purpose of this dashboard is to provide IT Management with a comprehensive view of incident metrics, enabling informed decision-making and efficient resource allocation. It highlights the status and distribution of active incidents by priority, assignment team, type, and progress, ensuring alignment with IT Service Management (ITSM) best practices.

Tools Used The dashboard utilizes ServiceNow's platform capabilities, including:

Filtering the incident table by various attributes such as priority, assignment team, type, and status.
Aggregating incident data to visualize metrics through bar charts, pie graphs, donut charts, and semi-donut charts.
ServiceNow's reporting tools for creating interactive and user-friendly visualizations.

Data Sources The dashboard is built using incident data from the ServiceNow system. Key data points include:

Priority levels (Critical, Moderate, Planning, High, Low).
Assignment teams (Software, Hardware, Service Desk, Network, Open space, NA).
Type of incident (Network, Software, Hardware, Help, NA).
Incident status (New vs. In Progress).

These data points are critical for identifying trends, monitoring active issues, and optimizing IT management strategies.

Design Decisions The layout was carefully designed to prioritize clarity and accessibility:

Bar charts were chosen for incident metrics divided by priority and assignment teams to provide a clear comparative view.
Pie and donut charts were used for visualizing proportional data, such as incident distribution by priority and type, to enhance readability.
The semi-donut chart highlights the split between new and in-progress incidents, emphasizing workflow status.

Each visual element was selected to cater to IT Management's need for intuitive and actionable insights.

Challenges and Solutions One of the challenges encountered was managing large datasets with diverse incident attributes, which could lead to information overload. This was addressed by:

Applying filters and grouping techniques in ServiceNow to streamline data visualization.
Iteratively testing dashboard designs to ensure relevance and usability for the target audience.

Industry Relevance This dashboard aligns with ITSM best practices by providing real-time metrics for incident management, enabling proactive decision-making and resource allocation. It addresses industry needs for operational transparency and efficiency in IT service delivery, ensuring the organization remains adaptive and responsive.

Ticket Resolution Report

Troubleshooting and resolution steps for five distinct IT support tickets that I have handled. Each ticket represents a common challenge in IT support and highlights my ability to apply systematic troubleshooting techniques, maintain clear communication with users, and ensure that systems are fully operational.

The following tickets cover a variety of issues that an IT Support Specialist might encounter, and this report is a reflection of my ability to manage both routine and complex technical problems efficiently. Through these examples, I demonstrate not only my technical proficiency but also my commitment to providing high-quality support that improves both system performance and user satisfaction.

My approach to resolving tickets is grounded on a clear comprehension of business impact and urgency. I address high-priority issues first that directly affect user productivity, such as password reset or app crashes, since these will disrupt core workflows. After addressing those, I resolve the medium-priority ones such as connectivity problems or printer problems so users can keep working without significant hindrances. Lastly, I address lower-priority issues like software installations and peripheral setups, which, while important, tend not to affect day-to-day operations. This approach helps ensure that I am always addressing the most important issues first, but still have a steady flow of support for all users.

Ticket #156 | Forgot password, need a reset. | Priority: HIGH

One of the managers was on vacation and came back today, but she forgot her password (it might've been a wonderful vacation). Before solving the problem, since this is a security ticket, it is best practice to ensure the person requesting the reset is the legitimate user. So, I sent a confirmation email to the user’s registered recovery or work email, and asked her to confirm the employee ID. Then I logged into Active Directory and reset the password by opening Active Directory Users and Computers (ADUC) from the admin system, located the user by her employee ID, right-clicked on “Reset Password” and changed it to a strong password. Then during a phone call we reset her account with the new password from her terminal.

Ticket #158 | Outlook crashes on startup. | Priority: HIGH:

First, I decided to open Outlook in safe mode (Win + R -> “outlook / safe”). Outlook opened successfully on safe mode, this means that the problem is likely due to some add-in or ad-in configuration. The next step was to disable every add-in: (File > Options > Add-ins > COM Add-ins > Go > uncheck all add-ins > Ok). Outlook still presented issues. I ran “Office quick repair,” (Control Panel > Programs > Programs and Features > Microsoft Office > Change > Quick Repair). Quick repair fixed corrupt or missing files in the Office suite, resolving potential configuration or file issues within Outlook. Finally, a system reboot to clear any residual processes or locked files that might prevent Outlook from starting properly

Ticker #155 | Can't connect to Wi-Fi on Windows 10 laptop. | Priority MEDIUM

Even if the solution appears to be logical or too easy, it is good practice to start with the simplest solution, in order to avoid modifying complex settings without confirming that simpler settings are correctly configured. In this case I started by simply checking the airplane status (Win + A). Surprise, it was. The next step is to make sure the problem is isolated and does not affect other hosts by checking their network status. The other devices were connected with no issue, so the problem is isolated in the machine. I disabled the airplane mode, but the problem still persists. Possible causes: #1: The computer may not auto-connect to known networks. #2: WIFI adapter is still disabled #3: Incorrect network configurations or bad DNS config. #4: Drivers issues.

Troubleshooting: start from the simplest one. Checked the auto-connect was enabled. Then went to Control Panel > Network Connection to make sure the network adapter was enabled. Finally, release and renew the IP. this will send a brand new request to the DNS server in the network to assign a new IP address to the host. Problem resolved.

Ticket #157 | Printer offline, not responding. | Priority: MEDIUM

To start discarding the most simple causes, I checked the power cable, and the outlet. Both were working fine. Then, I proceed to restart the printer. The printer rebooted and showed no issues, but still shows as disconnected on the user's computer. I proceed to clear the printer’s queue from the user’s machine to eliminate any “stuck point job”. Also, I cleared the printer spooler; first stopped the spooler service on Service.msc and stopped “Print Spooler”, then I went to “C:\Windows\System32\spool\PRINTERS”, and restarted the spooler. This made the printer to show as “Ready”.

To make sure the printer remains functional with the host, I reinstalled the latest drivers on the user’s host, then re-added the printer and reconnected. Test page successfully printed so everything was good.

Ticket #159: Install Zoom and configure camera + mic. | Priority LOW

Downloaded the latest Zoom client. Once the installer was downloaded, I proceeded to install the program using admin credentials since administrative privileges are typically required to install software and make system-level changes, like configuring microphones and cameras. Then opened zoom and went to Settings > Video to select the preferred camera from the Camera dropdown menu, configured it and confirmed it was working properly. The same with the mic: Settings > Audio and tested it.

This would be the resulting table:

In conclusion, this report highlights my ability to efficiently troubleshoot and resolve common IT issues that users face in a business environment. By following a process of resolving high-priority problems first and having regular communication along the way, I demonstrate my technical proficiency, problem-solving skill, and commitment to maintaining business continuity. This hands-on experience not only demonstrates my expertise as an IT Support Specialist but also highlights my ability to provide reliable, user-focused support in any business environment.

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