Dylan Fenton

Who I Am

Hey, I’m Dylan.

I’m an IT support-focused problem solver building hands-on experience in networking, Active Directory, Windows environments, and technical troubleshooting.

IT Support Professional

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Windows Administration | Active Directory
Microsoft 365 | Networking

ABOUT ME

Current Technical Focus

Troubleshooting Windows and networking issues

Building networking fundamentals
(TCP/IP, DNS, DHCP, subnetting)
Learning Active Directory user and group
administration
Completing guided Microsoft Learn and
TryHackMe labs

Current Learning Path

NEXT UP

CompTIA Security + (Planned)
AZ900

B.A. Information Technologies

(Expected 2027)

Service Desk Simulator
Microsoft Learn (Windows Administration)
Active Directory Fundamentals
Group Policy
Windows Server Administration
PowerShell Basics
TryHackMe Windows Labs
CompTIA Network+ (In Progress)

B.A. Information Technologies (Expected 2027)

CompTIA Network + (Expected 2026)

Technical Mindset

I believe the best technicians understand the problem before trying to fix it.

Break down problems methodically

Focus on root-cause troubleshooting
Explain technical issues clearly
Learn through hands-on practice
Turn complexity into structured solutions

Hands-On Technologies

Windows 10/11

Microsoft 365

Active Directory

DNS

DHCP

TCP/IP

PowerShell

Command Line

Completing Service Desk Simulator, Microsoft Learn and TryHackMe labs covering Windows administration, networking, Active Directory concepts, Microsoft 365, and enterprise IT support.

Service Desk Simulator
Windows Administration labs

Active Directory concepts
DNS & DHCP troubleshooting
PowerShell fundamentals
Networking Labs (TCP/IP)

My Learning Journey

CURRENT FOCUS

CURRENT PROJECTS

My Goal

Secure my first IT support role where I can contribute immediately, continue learning from experienced seniors, and grow into systems administration, networking, or security.

VIEW FEATURED WORK

Download Resume

Help Desk Simulation

FEATURED WORK

Hands-on enterprise support training in ServiceDesk Simulator across access, network, hardware, server, and software incidents.

Building hands-on support experience through home

labs, Microsoft Learn, and simulated service-desk projects.

Tickets Resolved

Accuracy

Ticket Categories

RESOLUTION

Created the AD account and assigned the required Engineering, VPN, & repository groups.

RESULT

Verified the account matched the onboarding request.

ISSUE

New Engineering employee needed an account and approved access.

User Provisioning

Security Groups

Active Directory

Identity & Access Management

Active Directory | New-Hire Provisioning

RESOLUTION

Reconnected the VPN and restored the D: drive using its approved UNC path.

RESULT

Verified the drive was online and accessible.

ISSUE

Remote employee had internet but could not access the Marketing drive.

Remote Support

VPN | Shared-Drive Recovery

VPN

UNC Paths

Mapped Drivers

RESOLUTION

Isolated the outage to a failed network switch and rebooted it.

RESULT

All 13 nodes returned online, and the user confirmed service was restored.

ISSUE

Floor 3 lost internet and CRM access.

Network Infrastructure

Switch Monitoring | Floor-Wide Outage

Network Monitoring

Network Switches

Incident Response

RESOLUTION

Rebooted the server, remapped the printer using its documented IP, and sent a test page.

RESULT

Confirmed successful printing and monitored the server for further issues.

ISSUE

A degraded print server caused a building-wide outage and workstation printing failure.

Network Printers

Remote Support

Print Server

Enterprise Print Services

Print Server Recovery | Printer Configuration

RESOLUTION

Imaged and configured a replacement workstation with the required hostname and software.

RESULT

Deployed the replacement and verified successful operation with the user.

ISSUE

A failed support workstation prevented an agent from handling customer calls.

Endpoint Deployment

Workstation Imaging | Hardware Replacement

Imaging

Device Deployment

Hardware Support

Created user accounts, configured employee attributes, assigned approved security groups, and modified access based on job responsibilities.

Identity & Access Administration

Endpoint & Infrastructure Support

Troubleshot workstation, VPN, mapped-drive,

printer, and network outages using

remote-support, monitoring, and

documentation tools.

What I've Learned

Prioritize by business impact

Follow documented procedures
Confirm restoration with the user

These simulations strengthened my

ability to assess business impact, isolate

faults systematically, follow

documented procedures, communicate clearly with users, and verify service restoration before closing tickets.

Open to relocation opportunities

Currently based in Southern California

Available for help desk, IT support, field IT technician, technical support, and service

desk roles.

Availability

Contact Me

Email Me

Download Resume

Open to IT support, help desk, field IT technician, and technical support opportunities focused on trouble-shooting, networking, and enterprise systems.

Let's Connect

CONTACT

Windows troubleshooting

Networking fundamentals

Active Directory basics

Technical support skills

Hands-on lab experience

What I Offer

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IT Support Professional

Windows Administration | Active Directory | Microsoft 365 | Networking | Technical Troubleshooting

Building practical IT support skills through hands-on home labs, Microsoft Learn, and real-world technical projects while preparing for an entry-level IT support role.

B.A. Information Technologies (Expected 2027) | CompTIA Network+ (Expected 2026)

VIEW FEATURED WORK

Download Resume

Who I Am

Hands-On Technologies

Windows 10/11

Microsoft 365

Active Directory

DNS

DHCP

TCP/IP

PowerShell

Command Line

Completing Service Desk Simulator, Microsoft Learn and TryHackMe labs covering Windows administration, networking, Active Directory concepts, Microsoft 365, and enterprise IT support.

Service Desk Simulator
Windows Administration labs

Active Directory concepts
DNS & DHCP troubleshooting
PowerShell fundamentals
Networking Labs (TCP/IP)

My Learning Journey

CURRENT FOCUS

CURRENT PROJECTS

ABOUT ME

Current Technical Focus

Troubleshooting Windows and networking issues

Building networking fundamentals (TCP/IP, DNS, DHCP, subnetting)
Learning Active Directory user and group administration
Completing guided Microsoft Learn and TryHackMe labs

Technical Mindset

I believe the best technicians understand the problem before trying to fix it.

Break down problems methodically

Focus on root-cause troubleshooting
Explain technical issues clearly
Learn through hands-on practice
Turn complexity into structured solutions

My Goal

Secure my first IT Support role where I can contribute immediately, continue learning from experienced seniors, and grow into systems administration, networking, or security.

Hey, I'm Dylan. I'm an aspiring IT Support Professional with a background in customer service, technical troubleshooting, and problem solving. I'm passionate about learning how enterprise environments operate and enjoy breaking down technical issues into practical solutions.

I'm currently building hands-on experience with Windows administration, Active Directory, Microsoft 365, networking, and enterprise IT through home labs, Microsoft Learn, and technical projects.

Current Learning Path

Service Desk Simulator
Microsoft Learn (Windows Administration)
Active Directory Fundamentals
Group Policy
Windows Server Administration
PowerShell Basics
TryHackMe Windows Labs
CompTIA Network+ (In Progress)

B.A. Information Technologies

(Expected 2027)

NEXT UP

CompTIA Security +
AZ900

Service Desk Support Simulation

FEATURED WORK

Completed hands-on work in a simulated enterprise support environment, resolving requests across identity, endpoint, network, server, and remote-support scenarios.

Tickets Resolved

Accuracy

Ticket Categories

Endpoint Deployment

Workstation Imaging | Hardware Replacement

Hardware Support

Workstation Imaging

Device Deployment

RESULT

The user received the replacement, confirmed it powered on successfully, and verified that the workstation was fully operational.

RESOLUTION

Confirmed the outlet and power switch were operational, isolating the failure to the workstation. Built and imaged a replacement desktop using the required Customer Support deployment profile, assigned hostname SD1206, completed the physical setup, and arranged priority delivery with a return label.

ISSUE

A Customer Support agent’s desktop was completely unresponsive, preventing the agent from handling queued calls.

Network Infrastructure

Switch Monitoring | Floor-Wide Outage

Incident Response

Network Switches

Network Monitoring

RESULT

Verified that the Floor 3 switch returned online, all 13 monitored nodes were operational, and the reporting user confirmed internet connectivity had been restored.

RESOLUTION

Used the server-room monitoring tools to isolate the outage to the Floor 3 network switch, which was reporting an error while the ISP, router, firewall, servers, and other switches remained online. Rebooted the affected switch and monitored its recovery.

ISSUE

Multiple departments on Floor 3 lost internet connectivity, preventing employees from accessing websites and the customer service team from using its CRM.

Enterprise Print Services

Print Server Recovery | Network Printer Configuration

RESULT

Sent a successful test page, confirmed the user could print normally, and monitored the recovered print server for additional reports.

RESOLUTION

Used server monitoring tools to identify PRINT01 in a degraded state with excessive CPU and memory utilization. Rebooted the server and verified normal resource levels, then remotely restored the reporting user’s printer using its documented IP address.

ISSUE

Printers across the office stopped working, preventing multiple departments from printing contracts and business documents.

Print Server

Network Printers

Remote Support

VPN | Shared-Drive Recovery

RESULT

Verified that the VPN tunnel was active and the Marketing drive appeared online and accessible in File Explorer, restoring access to the employee’s campaign files.

RESOLUTION

Remotely connected to the workstation, discovered the corporate VPN was disconnected, and restored the secure tunnel. Used internal file-server documentation to locate the approved Marketing UNC path and recreated the persistent D: drive mapping.

ISSUE

A remote Marketing employee could access the internet and email but received a “network path not found” error when attempting to open the department’s mapped drive.

Mapped Drivers

VPN

UNC Paths

Identity & Access Management

Active Directory | New-Hire Provisioning

Security Groups

User Provisioning

Active Directory

RESULT

Verified the account configuration and required group memberships before completing the onboarding request.

RESOLUTION

Created the user account, configured employee attributes, and assigned the Engineering, VPN-Users, and CodeRepo-Access groups according to the approved request.

ISSUE

A new Engineering employee needed an account and authorized access before their Monday start date.

Identity & Access Administration

Created user accounts, configured employee attributes, assigned approved security groups, and modified access based on job responsibilities.

Endpoint & Infrastructure Support

What I've Learned

These simulations strengthened my ability to assess business impact, isolate faults systematically, follow documented procedures, communicate clearly with users, and verify service restoration before closing tickets.