Professional Profile
IT Support | Networking | Cybersecurity
I am an IT professional specializing in technical support, networking, and cybersecurity. My experience spans enterprise firewall administration, Microsoft environments, Apple technical support, and hands-on cybersecurity labs. I enjoy solving technical challenges, improving security, and building practical solutions that mirror real-world enterprise environments.
My goal is to continue growing as an IT Support, Systems Administration, or Network Security professional while contributing technical expertise and a strong commitment to continuous learning.
PROFESSIONAL EXPERIENCE
April 2026 – Present
Technical Support Representative (Apple iOS Tier 1)
Teleperformance Canada
Provide Tier 1 technical support to Apple customers across the United States and Canada, supporting iPhone, iPad, Mac, Apple ID, iCloud, and Apple ecosystem services.
Key Responsibilities
• Troubleshoot software, hardware, connectivity, and account-related issues using structured diagnostic methodologies and Apple support tools to identify root causes and restore device functionality.
• Perform remote device diagnostics to identify hardware faults, software failures, performance issues, and configuration problems, determining appropriate troubleshooting steps or escalation when required.
• Investigate compromised Apple accounts by verifying account activity, identifying indicators of unauthorized access, assisting with account recovery, and implementing security best practices to help protect customer accounts.
• Educate customers on cybersecurity best practices by identifying phishing attempts, social engineering tactics, fraudulent communications, and account security risks while recommending preventive measures to reduce future compromise.
• Support Apple ID authentication, password recovery, two-factor authentication (2FA), device activation, and iCloud services including backups, synchronization, storage optimization, and data recovery.
• Document technical findings, diagnostic results, troubleshooting actions, and case resolutions in internal ticketing systems while following established escalation procedures and service-level expectations.
• Follow Apple privacy and security standards while supporting multiple Apple services.
March 2023 – June 2025
Web Developer
Benchmark Digital Services
Designed and maintained business websites while supporting clients with hosting, security and website management.
Highlights
• Built responsive business websites.
• Managed website security and user permissions.
• Performed troubleshooting and performance optimization.
• Configured plugins and maintained secure hosting environments.
July 2019 – December 2019
IT Support Technician Intern
Shenyang Jinwen Technology Company
Supported day-to-day IT operations and user administration.
Highlights
• Active Directory account management.
• Password resets and account provisioning.
• Workstation configuration.
• User onboarding support.
• Documentation and ticket resolution
Education
2016 – 2020
Bachelor of Computer Science
Shenyang City University, China
PROFESSIONAL CERTIFICATIONS
Fortinet Certified Professional (FCP) – Network Security
Fortinet NSE 5 – FortiManager Administrator
Fortinet NSE 4 – FortiGate Administrator
Fortinet NSE 3 – Network Security Associate
Fortinet Certified Fundamentals (FCF)
CompTIA Security+
CompTIA Network+
Google Cybersecurity Professional Certificate
Microsoft Cybersecurity Analyst
Google IT Support Professional Certificate
Technical Expertise
Networking
TCP/IP, DNS, DHCP, VLANs, Routing, Switching, NAT, VPN
Security
FortiGate FortiManager FortiAnalyzer Microsoft Defender Security Onion Wireshark Nmap Splunk
Systems
Windows 10/11 Windows Server Active Directory Group Policy Microsoft 365 Azure AD VirtualBox, VMware
Support
Apple iOS macOS iPadOS Remote Troubleshooting Ticketing Systems User Support Documentation Hardware & Software Support
Cloud & Platforms
Microsoft 365 Microsoft Entra ID Azure Active Directory WordPress Webflow
Automation & Development
n8n, HTML, CSS JavaScript (Basic) Git Version Control
Featured Projects
Enterprise Firewall Deployment Lab
Designed and configured a FortiGate firewall implementing VLAN segmentation, VPN access, NAT policies and security rules.
Active Directory Enterprise Lab
Built a Windows Server environment with Active Directory, Group Policy, DNS and DHCP for enterprise user management.
Security Onion SOC Lab
Configured Security Onion to monitor network traffic, analyze alerts and investigate security events.