IT Support Technician · Help Desk · Service Desk · Desktop Support

I keep users working and systems running.

I'm Srabon Debnath — 8+ years of front-line IT and customer support across Windows, macOS, and Linux. Computer Science graduate (George Mason University), CompTIA A+ candidate, and hands-on with the systems behind the tickets. U.S. citizen, eligible for security clearance.

Hire me → Resume (PDF) ↓ My experience

GitHub · LinkedIn · srabondebnath82@gmail.com · (571) 662-9679

TICKET #2481 · PRIORITY: HIGH ✔ RESOLVED
IssueFront-desk workstation can't reach POS — check-ins blocked
DiagnosisNIC dropped from network after patch; DNS not resolving
FixRe-registered adapter, flushed DNS, verified POS connectivity, confirmed with user
Time18 minutes · zero guest impact
Documented the fix so the night shift can resolve repeats without escalation.
8+ yrsFront-line IT & customer support
15–20Issues resolved weekly, solo
30+End users supported 24/7
3 OSWindows · macOS · Linux
01 — About

Customer-first support, backed by real technical depth.

Since 2018 I've been front-line IT support for a 150+ room, 24/7 hotel property — resolving 15–20 hardware, software, account, and connectivity issues a week for 30+ staff, by phone and in person. Password resets, printer and POS breakdowns, Wi-Fi outages, workstation builds: if it stops a user from working, it's my job to fix it fast and explain it clearly.

I'm also a Computer Science graduate (GMU, Dec 2025) who builds and operates real systems on AWS and Linux on my own time. That hands-on depth means I don't just follow a script — I understand what's actually happening under the hood, which gets me to root cause faster and cuts repeat tickets.

What I care about most: the person on the other end of the ticket. Patient with non-technical users, calm under pressure, and careful with confidential information.

U.S. Citizen Clearance-eligible Bristow, VA · DC / NoVA On-site / Hybrid / Remote
Srabon Debnath

Quick facts

  • Target rolesHelp Desk · Service Desk · Desktop Support
  • Support tiersTier 1 / Tier 2
  • EducationB.S. Computer Science, GMU
  • CertificationsCompTIA A+ (in progress) · AWS SAA (in progress)
  • ChannelsPhone · Email · On-site
02 — Skills

What I support, every day.

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IT Support & Service Desk

Tier 1/2 help deskDesktop supportHardware & peripheral break/fixTicketing & escalationPassword resets & unlocksOnboarding / offboardingPhone · email · on-site
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Identity & Access

Account provisioningRole-based access controlMFALeast privilegeActive Directory (familiar)Microsoft 365 / Entra ID (familiar)
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Systems & Networking

WindowsmacOSLinuxDNSTCP/IPHTTPS / TLSVPN basicsPatch & endpoint maintenance
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Tools & Practices

Microsoft 365Outlook · Teams · ExcelGoogle WorkspaceJiraGitDocumentation & runbooks
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Cloud (AWS)

EC2S3IAMRoute 53CloudWatch monitoringDeployment
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Scripting & Diagnostics

BashSQLJavaLog analysisCI/CD (GitHub Actions)
03 — Experience

Front-line support, day in and day out.

IT Support Specialist

2018 — Present
Wyndham Garden · Manassas, VA
  • Front-line IT support for a 150+ room property — resolving 15–20 hardware, software, account, and connectivity issues per week for 30+ staff, by phone and in person.
  • Maintain 10+ Windows workstations, property-wide Wi-Fi, printers, and POS peripherals across a 24/7 operation, keeping systems available with minimal downtime.
  • Trained 20+ new staff on systems and procedures and documented troubleshooting steps, cutting repeat issues; handle confidential guest and payment information with discretion.

Computer Lab Assistant (IT Support)

Spring 2021
Northern Virginia Community College · Manassas, VA
  • Provided front-line technical support: troubleshot computers, software, hardware, printers, accounts, and passwords for students and staff, escalating complex issues to IT staff.
  • Set up, updated, and maintained lab machines, and assisted with user accounts and access.
04 — Projects

I don't just close tickets — I run the systems behind them.

Live Production Web Applications — bookmyeventservices.com · venueply.com

Live · self-operated

Two live applications I built and operate end to end — meaning I'm the one who handles every account issue, access problem, and outage.

Why it matters for IT support: I've done real identity & access management — provisioning and deprovisioning accounts, role-based access control, email-based MFA, session expiry — and diagnosed live incidents from logs and CloudWatch metrics. The same skills as enterprise account administration, practiced on systems I'm personally responsible for.
IAM / RBACMFAAccount lifecycleAWS (EC2 · S3 · IAM · Route 53)CloudWatch monitoringIncident diagnosis from logsDocumentation & runbooks

Highly Available Website on AWS — debnath.click · GitHub

Cloud · AWS

A fault-tolerant environment: Apache on Linux EC2 behind a load balancer with auto scaling across availability zones, Route 53 DNS, HTTPS via ACM, least-privilege security groups, and CloudWatch alarms.

Why it matters for IT support: DNS, TLS certificates, load balancing, Linux administration, and alerting are exactly what's behind "the website is down" tickets. I've configured and troubleshot each layer myself.
LinuxDNS (Route 53)HTTPS / TLSLoad balancingCloudWatch alarmsSecurity groups

Network Routing Simulator — GitHub

Networking

Distributed router nodes built from scratch over TCP sockets, implementing Distance Vector and Link State routing.

Why it matters for IT support: I understand how packets actually move — which makes connectivity, DNS, and VPN troubleshooting faster and more accurate.
TCP/IPRoutingNetwork fundamentals
05 — Credentials

Education & certifications.

Srabon Debnath graduating from George Mason University
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B.S. in Computer Science

George Mason University · December 2025

Coursework: Operating Systems, Computer Networks, Database Systems, Software Engineering, Algorithms.

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CompTIA A+

In progress

The industry-standard IT support certification — covering hardware, operating systems, networking, security, and troubleshooting methodology.

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AWS Solutions Architect — Associate

In progress · exam expected 2026

Core AWS: compute, networking, storage, security, and monitoring — depth that speeds root-cause troubleshooting.

06 — Contact

Need someone who picks up the ticket and owns it?

I'm actively looking for help desk, service desk, desktop support, and IT support roles in the DC / Northern Virginia area — on-site, hybrid, or remote. Email is the fastest way to reach me.

srabondebnath82@gmail.com
(571) 662-9679 GitHub LinkedIn Resume (PDF)