IT Support Specialist (Triple Certification)
This intensive, multi-disciplinary IT training program is designed to rapidly transform individuals with little or no technical background into job-ready IT professionals through an immersive, hands-on methodology. We believe in learning by doing. The curriculum follows a logical, tiered progression, building from foundational end-user support to advanced infrastructure, security, and cloud technologies, with every theoretical concept immediately applied in a practical setting.
Our Immersive Hands-On Methodology:
Students do not just watch video lectures—they build, configure, break, and fix real systems from day one. Our training environment features:
- Realistic Virtual Labs: Hands-on configuration of enterprise routers, switches, and servers.
- Cyber Ranges: A controlled, sandboxed environment for practicing security defense and penetration testing techniques.
- Cloud Sandboxes: Direct, cost-free access to major cloud platforms (AWS, Azure) to deploy and manage live cloud infrastructure.
- Simulated Helpdesk Ticketing Systems: To master troubleshooting workflows and customer service.
- Real-World Projects: Capstone projects that require integrating networking, Windows/Linux servers, cloud services, and security controls into a functional business solution.
The structured pathway begins with Helpdesk Support & MS Office/Digital Literacy, establishing core competencies through simulated user support scenarios. This foundation accelerates into the Networking and Routing and Switching modules, where trainees physically cable and configure network equipment to build functional, segmented networks.
A critical dual-track in infrastructure is mastered in the Server administration and Linux Operating System courses. Students perform hands-on installations, configure Active Directory domains, manage Linux services via command line, and implement critical infrastructure like DNS and DHCP. These skills are immediately leveraged in the Cloud class, where learners deploy virtual machines, configure cloud networks, and automate resources in live console environments.
The pinnacle integration of skills occurs in the Cyber Security labs, where students use their built networks and servers to conduct vulnerability scans, implement firewalls, analyze logs, and respond to simulated attacks. Complementing the technical core, the Digital Accounting component provides practical, project-based training in industry-standard software, culminating in preparation for a key business credential.
Industry Certifications & Recommended Certification Package
The program’s hands-on labs are meticulously aligned with the objectives of major industry credentials. To ensure our graduates validate their skills and maximize employability, we offer a powerful Certification Success Package.
Recommended Certification Package (Pick 3 of 10 for $5,000):
This package includes the cost of E-books, exam vouchers and a laptop along with dedicated exam-prep resources and practice tests. Students select a minimum of three certifications that best align with their career goals from our targeted list:
- Self-Paced Online (W/Instructor/Certification exam support) $ 5000
- Self-Paced Access On-Line $1500
To enroll in this program, you should have Highschool Level education and basic knowledge of computer hardware and operating systems.
Requirements:
Hardware Requirements:
- This course can be taken on either a PC or Mac. Mac users are encouraged to have access to a Windows environment on their device.
- A reliable Internet connection of at least 1 Mbps – to view video tutorials.
- Headphones or speakers connected to your computer – to listen to video tutorials.
- Any web cam with a minimum of 640×480 video pixel resolution – including both external and built-in web cams.
- A microphone connected to your computer.
Software Requirements:
- PC: Windows 10 or later.
- Mac: macOS 10.6 or later.
- Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
- Authority to install software on your computer.
- Software must be installed and fully operational before the course begins.
- Email capabilities and access to a personal email account.
Note: The Online Lab System is compatible with PC and Mac computers. All students are provided detailed instructions for setting-up a home virtual lab system as well.
Joan Mulford
IT Support Specialist
📍 Dover, Delaware | 📞 (302) 555-6789 | ✉️ joan.mulford@email.com | 🔗 LinkedIn: linkedin.com/in/joanmulford
Professional Summary
Detail-oriented and customer-focused IT Support Specialist with over 6 years of experience providing hardware, software, and network support in fast-paced environments. Proven track record of diagnosing and resolving technical issues with a strong emphasis on end-user satisfaction. Adept at managing help desk tickets, configuring workstations, and implementing security protocols. Committed to continuous learning and improving IT service delivery.
Core Competencies & Technical Skills
Operating Systems: Windows 10/11, macOS, Linux (Ubuntu), iOS, Android
Hardware: Desktops, Laptops, Printers, Peripherals, Mobile Devices
Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi configuration, Basic firewall management
Software & Tools: Microsoft 365 Suite, Active Directory, Remote Desktop Tools (TeamViewer, AnyDesk), Ticketing Systems (Jira, ServiceNow, Zendesk)
Security: Antivirus deployment, Data backup & recovery, User access control, Basic cybersecurity principles
Soft Skills: Problem-solving, Patience, Clear communication, Documentation, Team collaboration
Work Experience
IT Support Specialist | Delaware Technical Community College, Dover, DE
January 2022 – Present
Manage an average of 40+ help desk tickets per week, achieving a 95% first-contact resolution rate.
Provide hardware and software support for over 200 faculty and staff, including troubleshooting Windows/macOS issues, printer connectivity, and Microsoft 365 applications.
Configure and deploy new workstations, laptops, and peripherals, reducing setup time by 20% through standardized imaging processes.
Assist in user account management within Active Directory, including password resets, group policy updates, and access permissions.
Document common technical issues and create user-friendly guides, decreasing recurring tickets by 15%.
Junior IT Support Technician | Christiana Care Health System, Newark, DE
June 2019 – December 2021
Provided first-level technical support to 500+ healthcare employees via phone, email, and in-person.
Diagnosed and resolved network connectivity issues (VPN, Wi-Fi, LAN) for remote and on-site users.
Assisted in migrating 150+ user accounts from on-premise Exchange to Microsoft 365 cloud environment.
Performed routine hardware maintenance and inventory tracking for over 300 devices.
IT Help Desk Intern | City of Wilmington IT Department, Wilmington, DE
January 2018 – May 2019
Triaged and logged incoming support requests using ServiceNow ticketing system.
Supported software installations, updates, and antivirus scans across 100+ city workstations.
Assisted senior technicians with basic network troubleshooting and cable management.
Education
Associate of Applied Science in Information Technology | Delaware Technical Community College, Dover, DE
Graduated: May 2019
Relevant Coursework: Networking Fundamentals, Operating Systems, Hardware Maintenance, Cybersecurity Basics
Certifications
CompTIA A+ (2023)
CompTIA Network+ (In Progress – Expected 2025)
Microsoft 365 Certified: Fundamentals (2024)
ITIL 4 Foundation (2023)
Key Achievements
Help Desk Efficiency: Implemented a new ticket categorization system that reduced average response time from 4 hours to 90 minutes.
User Training: Created a 10-minute video tutorial series on common IT issues (password reset, printer setup, VPN connection), viewed over 500 times internally.
Inventory Overhaul: Led a complete hardware inventory audit, identifying 35+ outdated devices for replacement and saving the department $12,000 in unnecessary repairs.
Professional Development
Member, CompTIA IT Pro Community
Completed "Cybersecurity for IT Professionals" – LinkedIn Learning (2024)
Volunteer IT Support, Dover Public Library (2023–Present)
Technical Projects
Home Lab Setup: Built a virtual lab using VirtualBox to practice Windows Server configuration and Active Directory management.
Scripting for Automation: Wrote basic PowerShell scripts to automate user account creation and software installation tasks.
- Tuition Refunds
Refunds will be issued within 30 days of the earliest of the following:
The date the student is notified of the refund determination;
The date the school determines the student has been withdrawn (e.g., due to absences or other criteria outlined in the school catalog); or
For a student who does not return from an authorized Leave of Absence, the date the student was scheduled to return but did not.
- Refund Schedule
Before the start of classes – 100% refund of tuition.
After classes begin – Refund amount is based on the percentage of clock hours attempted:
Percentage of clock hours attempted | Tuition refund |
10% or less | 90% |
More than 10% and ≤ 20% | 80% |
More than 20% and ≤ 30% | 70% |
More than 30% and ≤ 40% | 60% |
More than 40% and ≤ 50% | 50% |
More than 50% | No refund |
Books and supplies – No refund for used equipment, books, or supplies received by the student. The school will refund the cost of issued items if they are unused and unopened.
Exam fees – Exam voucher fees are paid in advance and are non-refundable, even if the exam is not taken.
Special cases – In the event of prolonged illness or accident, death in the family, or other circumstances that make it impractical for the student to complete the program, the school may provide a reasonable and fair settlement.
A student who feels that he or she has been unfairly or unjustly treated have the right to appeal according to the approved procedures below
Steps for students to follow:
- Discuss the issue with the faculty or staff members involved. The student should request this conference within 3 working days from the time the student knew or reasonably should have known about the unfair or unjust treatment.
- If, within three working days of the request for the conference with the faculty member, the problem is not resolved, or the faculty/Staff member has been unable to meet with the Students may continue the process by filing a written complaint with the Training Director.
- Upon receipt of a written complaint, the Training Director or appropriate center administrative officer will work with the parties in an attempt to resolve the conflict within 3 working days. Every attempt will be made to maintain confidentiality during this process.
If the complaint cannot be resolved after procedure the student may file a complaint with the State Board for Private Postsecondary Education
You can apply to similar entry level open positions after you graduate from this course:
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