Public, field-tested runbooks that standardize recurring desktop-support fixes: Wi-Fi drops, Bluetooth pairing failures, and driver conflicts. Written to mirror clean Tier 1 ticket documentation an escalation team can act on immediately.
Open to Tier 1 / Tier 2 IT Support roles
Avdey Axonov
IT Support Specialist · Desktop & Field Support
Charlotte, NC · B.S. Cyber Security · Cybersecurity foundation, SOC-analyst trajectory
I work from one conviction: everything is fixable. I trace a misbehaving system to its failing component and resolve it, whether that's a dead network link, a malware-riddled endpoint, or a live audio signal chain in front of a full room. Methodical, full-stack-trained Tier 1/Tier 2 support built on a cybersecurity foundation.
3.89GPA · Magna Cum Laude
5+Certifications
4+Yrs Hands-On Support
3Live Portfolio Projects
Experience & Education
Professional Experience
IT Support Specialist
Independent Contractor — Charlotte, NC
Sep 2021 – Present
- Harden endpoints for 3 clients and a compromised home server via OS patching, malware removal, and network-wide spam filtering; eliminated recurring infections, keeping all devices clean for 2 consecutive years.
- Restore service after outages by reconfiguring routers/modems and coordinating ISP handoffs; clear no-link conditions in 1.5–2 hours in a single visit with zero follow-up.
- Cut repeat-incident resolution time ~50% by identifying recurring failure patterns (Wi-Fi drops, Bluetooth pairing, driver conflicts) and writing diagnostic SOPs.
- Sole IT contact for 7 devices across 3 users, triaging and closing desktop, mobile, peripheral, and network requests with zero escalations.
Operations & End-User Support Lead
Church of New Hope — Matthews, NC
Aug 2020 – Aug 2024
- Set up and managed AV equipment, laptops, and projectors for daily events of ~95 attendees; troubleshot hardware and connectivity issues within 5 minutes to minimize delays.
- Coordinated daily schedules and supervised a team of 9; supported senior management during administrative meetings with zero incidents.
- Main point of contact across 6 groups; translated schedules and policies into non-technical language, keeping 35 staff and volunteers aligned.
Audio Systems Engineer
Church of New Hope — Matthews, NC
Jan 2019 – Nov 2020
- Set up, tested, and maintained audio systems (Behringer X32 console, stage monitors, DI boxes, structured cabling) for 45+ live events averaging 150+ attendees.
- Diagnosed signal-chain failures in real time under pressure using systematic isolation, maintaining a 90% success rate.
- Supported presenters and event staff in real time, translating technical faults into clear, non-technical guidance.
Education & Training
B.S. in Cyber Security
University of North Carolina at Charlotte
May 2026 · GPA 3.89 / 4.00 · Magna Cum Laude
- Relevant coursework: Networking & Network Security, Penetration Testing, Digital Forensics, Systems Administration.
IT Support Specialist Training
Per Scholas (Hybrid) — Charlotte, NC
Expected Aug 2026
- Diagnosed OS-level faults across hands-on labs: boot failures, driver conflicts, BIOS misconfiguration.
- Assembled and provisioned PCs from bare components; hand-terminated CAT cabling, winning a cohort competition for fastest RJ45 termination (both ends in just over one minute).
- Triaged and resolved connectivity faults in Issue Trax during simulated help desk labs, documenting fixes to mirror real-world queue management.
Skills & Tools
Operating Systems
- Windows 7/8.1/10/11
- Linux
- macOS
- OS Imaging & Deployment
- Patch Management
Hardware & Devices
- PC Components & Peripherals
- Install / Repair / Maintenance
- Break/Fix
- Hardware Provisioning
- Hardware Troubleshooting
Networking
- TCP/IP
- DNS
- DHCP
- Router & Modem Config
- VPN
- Wireshark
- Home Network Setup
Security
- Malware Removal & Remediation
- Spam Filtering
- Active Directory
- Endpoint Hardening
Ticketing & Support
- Help Desk
- Ticket Triage
- Remote Support (RDP)
- Ticketing Systems
- Technical Documentation
Software & Tools
- Microsoft 365
- Git / GitHub
- VirtualBox
- LXD
- FTK Imager
- Autopsy
- KAPE
- Burp Suite
- OWASP ZAP
Programming & Scripting
- Python
- JavaScript
- TypeScript
- SQL
- Bash
Core Strengths
- Root-Cause Analysis
- Incident Response Under Pressure
- Technical Writing & SOPs
- End-User Communication
- Team Leadership
Projects & Portfolio
E01 image acquisition with hash verification, KAPE triage, and Windows registry hive parsing (UserAssist, ShimCache, ShellBags, USBSTOR). SQLite recovery of browser and messaging artifacts with timeline correlation, reported in strict fact-only SANS/DFIR format.
Audited a web application against the OWASP Top 10 (SQL injection, XSS, CSRF, SSRF, IDOR), then built the defenses: parameterized queries, context-sensitive output encoding, Apache Shiro RBAC, and a custom SecurityEnhancedAPI. Knowing how apps break makes hardening and support faster.
Live-deployed bookmark management app. Led the frontend from design through deployment, building a responsive React interface with clean separation between UI and business logic on an Express.js and MongoDB backend.
Competed in a DoD-sponsored CTF covering forensics, malware and reverse engineering, networking and reconnaissance, OSINT, and web security. Applied structured problem-solving under time pressure across unfamiliar technical environments.
Certifications
Google IT Support Professional Certificate
Coursera
Jul 2026 · ID XNMRHC5MO0OO
CompTIA A+
CompTIA
In Progress Expected Aug 2026
Computer Hardware Basics
Cisco Networking Academy
May 2026
Operating Systems Basics
Cisco Networking Academy
May 2026
Google AI Professional Certificate
Coursera
Jul 2026 · ID 12IOYM4G4EJK
Google AI Essentials
Coursera
Jul 2026 · ID JMT386FLTIFG
DoD Cyber Sentinel Skills Challenge
Correlation One
Jun 2025 · ID 150528089
Let's Connect
Looking for methodical, low-escalation Tier 1/Tier 2 support? I'd love to hear from you.