Elijah Adams
Windsor,WI
Summary
Desktop support technician Level 2 with hands-on experience supporting 3,000+ state endpoint users in a hybrid environment, combined with foundational cybersecurity training from the University of Wisconsin-Madison Cybersecurity Ethical Hacking Bootcamp. Skilled in identity and access management (MFA resets, account lockouts via EIAM/Cayosoft), endpoint threat detection (CrowdStrike exposure), manual malware/virus scanning and remediation (using MRI, Norton Power Eraser, Trend micro, Bit defender, Webroot, Windows Defender, Stinger/Rootkit remover, Malwarebytes), and troubleshooting hardware/software issues across Windows, Linux, and macOS devices. Completed hands-on coursework in red team/blue team methodologies, ethical hacking basics, Active Directory security, multiple OS hardening (Kali Linux, Debian, Ubuntu, Red Hat, Windows 10/11/enterprise servers), compliance procedures, and practical projects including Apache web server hosting with DDoS simulation. Eager to transition into an entry-level SOC Analyst or cybersecurity role to apply problem-solving expertise, security fundamentals, and quick-learning mindset toward monitoring threats, incident response, and protecting networks.
Overview
4
4
years of professional experience
Work History
Desktop Support Technician
State of Wisconsin
Windsor, Wisconsin
02.2024 - Current
- Resolve high-volume identity and access management tickets daily, including account lockouts, password resets, and multi-factor authentication (MFA) enrollments/resets using EIAM and Cayosoft tools, maintaining compliance with state security policies.
- Diagnose and troubleshoot complex endpoint hardware and software problems, such as non-booting devices, blue screens of death (BSOD), login failures, and website/application access issues, delivering timely resolutions to restore user productivity
- Manage support requests through Cherwell ticketing system, accurately categorize issues, route/escalate to specialized teams when required, and collaborate cross-functionally to achieve first-contact or rapid resolution.
- Deliver real-time phone-based technical assistance via NICE inContact call system, providing clear communication, step-by-step guidance, and exceptional customer service to state employees and stakeholders in a fast-paced environment.
Advanced Repair Technician
Geek Squad - Best Buy
Madison, WI
09.2022 - Current
- Perform Apple-certified iPhone repairs as a certified technician, utilizing genuine parts and procedures for screen replacements, battery services, charging port fixes, camera repairs, and other common issues.
- Conduct comprehensive device diagnostics and troubleshooting on laptops, all-in-one desktops, custom-built PCs, iPhones, and other hardware; address random issues such as non-booting systems, blue screens, corruption, and performance problems.
- Execute manual virus and malware scans with 6+ specialized tools, identify/remove unwanted or malicious software, perform device optimizations, and verify integrity to restore secure, optimal functionality.
- Manage device check-in, processing, and documentation using dual ticketing systems: StarDust for repair bench/work order tracking and GSX (Global Service Exchange) for Apple-specific diagnostics, parts ordering, and service authorization.
- Handle data transfers, computer setups, full operating system reinstalls, and hardware diagnostics; assess customer issues during initial 20-minute appointments to determine desk-level fixes versus back-of-store processing and provide clear recommendations.
- Answer complex technical questions, explain repair processes, and build positive client relationships through clear, empathetic communication in a fast-paced setting.
Education
BOOT CAMP - Cybersecurity
University of Wisconsin, Madison
Madison, WI05-2022
High School Diploma -
Stoughton Highschool
Stoughton, WI06-2021
SOC 1 - Cyber Security
TryHackMe
Online03-2026
Skills
- Ethical Hacking & Penetration Testing Basics(Kali linux, Parrot OS, METASPLOIT, Eternal Blue)
- Red Team and Blue Team Methodologies
- Operating System Security (Windows 10/11, Enterprise Servers, Linux: Debian, Ubuntu, Red Hat, Kali, iOS, iPadOS)
- Active Directory Management & Security (Cayosoft / EIAM)
- Vulnerability Assessment & Exploitation Concepts (MITRE FrameWork)
- Malware Analysis & Virus Removal (Norton Power Eraser, Bitdefender, Malwarebytes, Windows Defender, Stinger, MRI, Webroot)
- Network Security Fundamentals (Packet Tracer, Wireshark, Splunk, Ironport, Zscaler)
- Web Server Security (Apache and Burp Suite hosting, DDoS simulation/attack demonstration)
- Multi-Factor Authentication (MFA) & Identity Access Management (IAM)(Azure, Cayosoft)
Timeline
Desktop Support Technician
State of Wisconsin
02.2024 - Current
Advanced Repair Technician
Geek Squad - Best Buy
09.2022 - Current
BOOT CAMP - Cybersecurity
University of Wisconsin, Madison
High School Diploma -
Stoughton Highschool
SOC 1 - Cyber Security
TryHackMe