- Performed manual functional testing on the organisation's website, verifying that features and workflows behaved as expected before release.
- Identified, documented and tracked bugs and inconsistencies, with clear reproduction steps to support timely fixes.
- Ran cross-browser and cross-device testing to confirm consistent functionality and appearance across platforms.
- Worked with the development team to verify fixes and re-test resolved issues before deployment.
IT Support / Help Desk Technician
Shama Williams
I find the fault, fix it, and document it. MIS student with hands-on Windows, Linux and network support experience.
Two internships, both hands-on
First-line support in college computer labs, then website testing ahead of release at the National Housing Trust.
- Provided first-line technical support across multiple computer labs, diagnosing and resolving hardware and connectivity issues for end users.
- Documented system specifications, installed software and applied operating system updates across lab machines.
- Reconnected workstations to the school network and domain, and replaced faulty Ethernet cabling to restore connectivity.
- Assembled and troubleshot computer hardware and peripherals to maintain lab uptime.
- Worked with IT staff on day-to-day support requests, with direct exposure to help desk workflows and lab operations.
Technical skills
The tools and systems I use to diagnose a problem, fix it and keep it fixed.
Help desk and troubleshooting
Network diagnostics and user account administration from the command line, plus log and endpoint auditing.
- ping
- tracert
- netstat
- arp -a
- net user
- Event Viewer log auditing
- Task Manager
- Endpoint auditing
- VPN setup and troubleshooting
Operating systems
- Windows 10
- Windows Server 2019
- Linux (Nobara)
- Dual-boot configuration
Networking
- RJ45 crimping and cabling
- TCP/IP fundamentals
- DHCP (ISC-DHCP-Server)
- DNS (BIND9)
- WireGuard
- TunnelBear
- Windows built-in VPN
- Wireshark basics
Systems and security administration
- User and group accounts
- Local Security Policy
- Windows Defender
- Nessus Essentials
- Windows Defender Firewall
- UFW / iptables
- Service hardening
Virtualization
- VMware Workstation
- Oracle VirtualBox
- Hyper-V
Web and programming
- HTML
- CSS
- JavaScript
- PHP
- Basic Python
- Basic Java
QA and testing
- Manual functional testing
- Bug tracking and reproduction
- Cross-browser testing
- Cross-device testing
Documentation and support
- System specification documentation
- Software installation
- OS setup
- Lab equipment management
Hands-on lab work
Projects and coursework built and tested in VMware and VirtualBox virtual machines.
Windows administration
Configured and administered Windows 10 and Windows Server 2019 environments, including user account setup, password resets and Local Security Policy review.
- Windows 10
- Windows Server 2019
- VMware
- VirtualBox
Event log troubleshooting
Used Event Viewer to isolate issues by Event ID, such as failed logins and access errors, then resolved them through targeted diagnostics.
- Event Viewer
- Event IDs
- Failed logins
- Access errors
Linux network services
Set up DHCP, DNS, Apache and OpenLDAP directory services in a Linux environment, including schema and attribute modifications.
- DHCP
- DNS
- Apache
- OpenLDAP
Scanning and hardening
Ran vulnerability scans with Tenable Nessus Essentials and applied basic hardening: firewall rules, SSH access restrictions and a WireGuard VPN.
- Nessus Essentials
- Firewall rules
- SSH restrictions
- WireGuard
Education
Bachelor of Science in Management Information Systems
Moneague College
Final year. Final requirements are complete and degree conferral is pending.
Associate Degree in Management Information Systems
Moneague College
Hiring for an IT support or help desk role?
I am looking for an IT Support Officer or Help Desk position in a fast-paced service environment.