Edward J. Penna

• Provided technical support to end users by resolving login, system access, hardware, and software issues in a healthcare environment.
• Worked with tickets to track issues and support technical resolution follow-up.
• Diagnosed and troubleshot basic desktop and user-side technical problems while communicating clearly with non-technical staff.
• Assisted users with day-to-day technical issues while maintaining a responsive, customer-focused support approach.

• Reviewed user access controls and supporting documentation to ensure accuracy, compliance, and proper system access.
• Worked with attention to detail on documentation and process validation in a professional team setting.
• Assisted with audit preparation, risk analysis, and process improvement in a structured enterprise environment.

• Assisted customers directly while balancing accuracy, speed, and attention to detail.
• Used Zebra devices for inventory checks, item lookup, restocking workflows, and organized task execution.
• Helped maintain accurate item placement and product availability by locating items and verifying shelf organization.

A growing set of hands-on IT, sysadmin, and SOC labs, each built and documented as a reproducible runbook with its configuration in version control.

• Active Directory / Windows network lab: stood up a Windows Server domain (corp.lab), joined a client workstation, created and managed domain user accounts, and worked through logged break/fix troubleshooting drills.
• Docker self-hosted stack: deployed multi-service Docker Compose environments on Ubuntu Server (Portainer, Nginx Proxy Manager with TLS, Uptime Kuma) behind a reverse proxy, with scripted named-volume backups.
• Monitoring & observability: Prometheus, Grafana (dashboards-as-code), and Alertmanager with node_exporter metrics, PromQL alert rules, and alert routing.
• Windows/AD administration toolkit: authored PowerShell scripts for system inventory, event-log triage, health reporting, and user on/off-boarding.
• Backup & disaster recovery: 3-2-1 backups with restic, automated on a systemd schedule with retention policies and tested restore drills.
• Security operations: Wazuh SIEM with custom detection rules, a Nessus vulnerability-management workflow, a Cowrie SSH honeypot with a Python log analyzer, phishing triage with a Python IOC extractor, and CIS-based Linux hardening measured with Lynis.

• Deployed and maintained self-hosted automation tools on a Linux VPS, including setup, configuration, and ongoing troubleshooting of bot, connectivity, and network issues to keep services running reliably.
• Used Tailscale for secure remote access and private networking to hosted services.

CompTIA Network+ — in progress