Skip to content
View charles-bucher's full-sized avatar
6 followers · 6 following

Block or report charles-bucher

Block user

Prevent this user from interacting with your repositories and sending you notifications. Learn more about blocking users.

You must be logged in to block users.

Maximum 250 characters. Please don’t include any personal information such as legal names or email addresses. Markdown is supported. This note will only be visible to you.
Report abuse

Contact GitHub support about this user’s behavior. Learn more about reporting abuse.

Report abuse
charles-bucher/README.md

Charles Bucher

IT Help Desk / Service Desk Technician (Entry Level)

Entry-level IT support candidate focused on Windows environments, Active Directory administration, and ticket-based troubleshooting.

Built hands-on labs simulating real-world help desk workflows including user management, password resets, account lockouts, and login troubleshooting.

Actively seeking Help Desk Technician or IT Support Specialist roles.

🎯 Target Roles

  • Help Desk Technician (Tier 1)
  • IT Support Specialist
  • Service Desk Analyst
  • Desktop Support Technician (Junior)

🧠 Core Help Desk Skills

Active Directory (Primary Skill)

  • User creation and management
  • Password resets
  • Account lockout troubleshooting
  • Group membership updates
  • Basic access control support

Windows Support

  • Login and authentication issues
  • User profile troubleshooting
  • Basic Windows Server environment familiarity
  • Desktop and account access issues

Ticketing & Troubleshooting

  • Incident report writing (ticket format)
  • Step-by-step troubleshooting workflow
  • Root cause identification
  • Clear end-user communication

🧪 Hands-On Help Desk Lab

Active Directory Help Desk Lab

Simulated enterprise IT environment using Windows Server and Active Directory.

Scenarios Completed:

  • User account creation
  • Password reset requests
  • Account lockouts
  • Login failures
  • Basic permission/group issues

Skills Demonstrated:

  • Active Directory Users and Computers (ADUC)
  • Windows Server domain environment navigation
  • Incident documentation (ticket-style reports)
  • Screenshot-based troubleshooting evidence

🧠 Troubleshooting Method

  1. Identify user issue
  2. Check account status (Active Directory)
  3. Reproduce or isolate problem
  4. Apply fix (reset, unlock, permissions)
  5. Verify resolution with test login
  6. Document the incident clearly

💬 Customer Support Strength

  • 10+ years customer service experience
  • Calm under pressure with frustrated users
  • Explains technical issues in simple language
  • Focused on resolution, not blame
  • Strong follow-up and communication skills

📁 Tools & Environment

  • Windows Server (Active Directory Domain Services)
  • Active Directory Users and Computers (ADUC)
  • Group Policy basics
  • Oracle VirtualBox (lab environment)

🎯 Objective

To secure an entry-level IT Help Desk role where I can apply hands-on troubleshooting skills, support end users, and grow into advanced IT roles over time.

🔥 What Sets Me Apart

  • Built real Active Directory troubleshooting lab (not just coursework)
  • Practiced real help desk ticket scenarios
  • Strong customer service background
  • Focused on real-world IT support workflows

Pinned Loading

  1. active-directory-helpdesk-lab active-directory-helpdesk-lab Public

    Simulated IT Help Desk environment using Active Directory and Windows Server. Includes password resets, user provisioning, account lockouts, and troubleshooting scenarios documented with ticket-sty…

  2. AWS_Error_Driven_Troubleshooting_Lab AWS_Error_Driven_Troubleshooting_Lab Public

    Intentionally broken AWS scenarios for hands-on troubleshooting using real cloud support workflows. Focused on logs, metrics, root cause analysis, remediation, and prevention — not tutorials or gui…

    Python 2