IT Help Desk Technician

IT Support · Active Directory · Windows · Microsoft 365 Admin· Spiceworks

Calm under pressure. Clear communicator. Hands-on lab experience. Ready to support your users.

View My Labs
Juan David Alzate

About Me

I’m a IT Support candidate with hands-on lab experience in Active Directory, Windows Server, Microsoft 365 Admin Spiceworks ticketing systems. With 5+ years of client-facing experience, I bring calm communication, structured troubleshooting, and strong follow-through to every issue.

Technical Skills

Systems

  • Windows 10/11
  • Windows Server
  • Microsoft 365 Admin
  • VirtualBox VM setup

Active Directory

  • User & OU management
  • GPOs
  • NTFS permissions
  • Password resets & lockouts

Networking

  • TCP/IP, DNS, DHCP
  • LAN/WAN, VPN
  • RDP troubleshooting

Ticketing & ITSM

  • Spiceworks
  • Ticket intake & triage
  • Prioritization & escalation
  • SLA documentation

Home Labs & Projects

Active Directory Home Lab

Deployed Windows Server domain controller, created OUs, users, GPOs, and practiced enterprise-level password resets, permissions, and lockout troubleshooting.

Spiceworks Ticketing System

Simulated and practiced full IT support ticket lifecycle: intake, prioritization, escalation, and SLA documentation.

Microsoft 365 Admin Help Desk Lab

Practiced real-world Microsoft 365 Help Desk tasks using sandbox environments: user creation, license assignment, MFA resets, mailbox permissions, group membership, Teams troubleshooting, and identity management through the Microsoft 365 Admin Center and Entra ID.

Experience

Driver & Client Liaison — Aliments Ares Foods

Montreal, QC

Primary point of contact between clients, sales, and accounting. Triaged requests, managed escalations, and resolved concerns across a large client base — mirroring Tier 1 helpdesk workflows.

De-escalated frustrated users daily, maintained composure under pressure, and followed through to resolution without supervision.

IT Home Lab — Self-Directed

Ongoing

Built and maintained labs for Active Directory, Windows Server, Linux, and ticketing systems to practice real-world troubleshooting, documentation, and escalation paths.

Certifications

TCM Security Practical Help Desk

Hands-on training in troubleshooting, OS fundamentals, networking, virtualization, and remote support.

Google Cybersecurity Certificate

Network security, Linux CLI, SIEM basics, incident response, and NIST Cybersecurity Framework.

Contact

Actively seeking IT Help Desk / Tier 1 Support roles across Canada. Open to on-site, hybrid, or remote opportunities.