Systems Support & Troubleshooting

Project details

Diagnosed and resolved hardware, operating system, application, and network incidents across Windows and Linux environments using structured triage workflows, command-level diagnostics (Event Viewer, PowerShell, journalctl, ping/traceroute, ipconfig/ifconfig), and root-cause verification before closing each ticket.

Supported classroom and examination environments with rapid-response troubleshooting during high-pressure periods, resolving boot failures, driver conflicts, peripheral malfunctions, projection system issues, and network drops that directly impacted scheduled sessions and exam timelines.

Maintained a known-issues knowledge base organized by category (hardware, OS, network, application) with tested resolution steps, escalation notes, and prevention recommendations, reducing repeat incident cycles and improving first-response consistency across support staff.

Tracked service requests with detailed symptom logs, diagnostic actions, resolution steps, and time-to-resolution metrics in structured spreadsheets, sustaining About 95% SLA compliance across recurring academic operations windows.

Performed remote and onsite support across distributed environments, adapting diagnostic approach based on access constraints and coordinating with departmental contacts to minimize disruption during active academic and administrative workflows.

Escalated high-impact incidents with reproducible diagnostics, annotated screenshots, and clear handover notes so senior teams or vendor contacts could execute corrective actions without repeating initial triage steps.

Work Context: At FUTA (Systems & Data Analyst / System Programmer, 2017–2023), I handled incidents across the examination, admissions, and departmental IT systems serving 4,000+ users, coordinating with operations leads to keep services stable during peak cycles. At Pures College (IT Systems Support and Computer Instructor, 2024–2025), I maintained lab workstations and resolved software/hardware issues across classroom environments for 250+ students.

Current Implementation: I apply the same structured support pattern in consultant operations, including domain/DNS checks, Microsoft 365 access remediation, and Docker-based validation utilities for recurring fixes.

Impact