Edward Penna — desktop support and IT portfolio

I'm after my first full-time job in desktop support or helpdesk. Degree's in cybersecurity from SUNY Albany and I'm studying for Network+. I did a summer at Broadridge on access reviews and audit prep, and before that I volunteered in IT at Stony Brook Hospital, mostly logins and broken hardware.

What I'm learning

Everything here is in active use on my own systems or in a lab on this site — not a list of things I've read about.

Studying for CompTIA Network+.

Alongside it I'm working through the gap between "I built this once" and "I could run this for someone else." Recent things that changed how I work:

• An untested backup is not a backup. The restore drill in the backup lab is logged for a reason — the first one I ran didn't work.
• The ticket is the deliverable. Fixing it is half the job; the other half is a note the next person can actually use. The helpdesk lab has five worked tickets and the KB article each one produced.
• Give out the smallest permission that works. The AD lab delegates password resets to a helpdesk group and nothing else — the boundary I'd be working inside on day one.
• Write it down while it hurts. Every runbook here exists because I'd already had to rediscover the same fix twice.

A plain, printable résumé — no styling to fight, no JavaScript, safe for an applicant tracking system.

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The short version

• B.S. Cybersecurity, University at Albany, May 2025. Studying for CompTIA Network+.
• IT Support Volunteer, Stony Brook Hospital (summer 2023) — login, access, hardware and software issues, tracked through tickets.
• Summer Consultant, Broadridge (2024) — information security: access reviews and audit preparation.
• Documented labs covering osTicket helpdesk, Active Directory, PowerShell, Docker, monitoring, backup/DR and security operations.
• A self-hosted Linux server running production-style services with real uptime requirements.

• pennaeddie1@gmail.com
• github.com/wardoep
• LinkedIn

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