DADRIAN RACKSTON
Fulton County Schools
Atlanta
1
Certification
3
years of professional experience
Aspiring Cybersecurity and IT professional with hands-on experience in technical support, troubleshooting, and customer service within fast-paced environments. Skilled in resolving account, software, and connectivity issues while using ticketing systems, remote support tools, and Microsoft 365 applications. Currently pursuing a Bachelor's degree in Information Technology at Georgia State University with experience in networking, system administration, Wireshark analysis, Linux, and security-focused coursework. Strong problem-solving, communication, and technical support skills with a passion for cybersecurity and network administration.
Work History
Substitute Teacher
- Maintain a positive and focused learning environment by keeping students engaged and enforcing school rules
- Adapt to classroom challenges and resolve unexpected situations while ensuring a safe atmosphere
- Collaborate with staff to report on student progress, behavior, and significant incidents for continuity
- Maintained accurate records including attendance reports, grades, behavior logs
Help Desk Support Specialist
1 Year 5 Months- Provided technical support to customers through phone, email, and chat for companies such as Uber, Netflix, and Showtime by troubleshooting issues with technical troubleshooting involving Microsoft Office, Outlook, VPN access, email setup, and remote support tools while maintaining a high level of customer service in a fast-paced environment
- Used ticketing and customer support systems such as Zendesk, ServiceNow, and CRM platforms to document customer interactions, track issue resolution, and escalate complex technical problems when necessary
- Managed high call volumes while clearly communicating technical solutions to customers and working with internal support teams to ensure timely issue resolution and customer satisfaction
Service Desk
1 Year 11 Months- Provided customer and technical support for E-PASS users by assisting with account access, toll balance inquiries, transponder issues, payment processing, and general account troubleshooting over the phone
- Helped customers resolve login problems, update account information, process payments, and navigate online account management systems while delivering professional customer service
- Utilized CRM and ticketing systems to document customer interactions, track service requests, and escalate unresolved account or technical issues to the appropriate departments
- Managed high-volume inbound calls in a fast-paced call center environment while maintaining strong communication, problem-solving, and conflict resolution skills
Education
Associates - Computer Science
- Graduated with 3.2 GPA
- GPA: 3.2 GPA
Bachelor of Science (B.S.) - Information Technology
Skills
Cybersecurity Principles
SQL Fundamentals
Git & GitHub
Linux Command Line
Problem Solving & Algorithmic Thinking
Team Collaboration
Debugging & Troubleshooting
Network Configuration
Time Management
Critical Thinking
Certification
- Completed hands-on cybersecurity training focused on threat detection, incident response, network security, and system defense.
- Investigated real-world security scenarios using Wireshark, Splunk, Linux, VirusTotal, and network traffic analysis.
- Performed hands-on labs involving threat hunting, malware analysis, audit logging, directory traversal, denial-of-service attacks, and Indicators of Compromise (IOCs).
- Gained practical experience analyzing security incidents and identifying malicious IP addresses, domains, network activity, and system behavior.
Timeline
Substitute Teacher
Fulton County Schools
05.2025 Read More
Help Desk Support Specialist
24/7 INTOUCH
11.2021 - 04.2023Read More
Service Desk
Alliance One
04.2020 - 03.2022Read More
Georgia State University
Bachelor of Science (B.S.) from Information Technology
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Georgia State University
Associates from Computer Science
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