Fort Worth, TXSecurity operations & IT support

Ibrahim Hamod

IT Support Specialist | Aspiring SOC / Security Analyst

View projectsContact
Locations supported
200+
Tickets resolved daily
30+
Endpoints supported
50+
Experience
4+ years

Keep the estate running. Watch what tries to break it.

Ticket lifecycleCurrent process
  1. 01

    Intake

    30+ inbound tickets daily, corporate and retail locations

  2. 02

    Verify identity

    Security best practices applied on every interaction, guarding against social engineering

  3. 03

    Log & prioritize

    Tracked in ServiceNow against SLA targets

  4. 04

    Diagnose

    Hardware, software, POS, credit networks, CCTV and alarm systems

Resolved first call

The goal on every ticket

Escalated to Tier 2/3

With documentation written for a seamless handoff

Estate censusFigures as stated on resume

200+

store locations

Active Directory access across the retail estate

One mark · one location

  • 30+

    tickets / day

    corporate and retail

  • 50+

    endpoint devices

    proactive monitoring

  • 15+

    POS systems

    maintained

uptime maintained
99%

uptime maintained

downtime reduced
30%

downtime reduced

error rate reduced
25%

error rate reduced

Fort Worth, TX

About

IT Support Specialist with 4+ years of experience in endpoint management, Active Directory administration, network infrastructure, and technical operations across retail, corporate, and healthcare environments.

Hands-on foundation in security monitoring, incident response, log analysis, and threat detection developed through the Google Cybersecurity Professional Certificate and a B.S. in Cybersecurity.

Skilled in Tier 1/2 troubleshooting, ServiceNow ticketing, access control, and endpoint security, with practical SIEM and packet-analysis lab experience.

Based in
Fort Worth, TX
On the service desk
4+ years
Working toward
Security operations
6 domains

Technical skills

43 skills

Security Operations
Incident responseLog analysisThreat detectionVulnerability assessmentIDS/IPSEndpoint securityPhishing analysisIoC investigationLeast-privilege access control
SIEM & Monitoring
SplunkGoogle SecOps (Chronicle)WiresharktcpdumpSuricataVirusTotal
Networking
TCP/IPDNSDHCPVPNFirewallsRouters/switchesWi-Fi troubleshootingNetwork monitoring
Identity & Access
Active DirectoryUser provisioningPassword resetsGroup/permissions managementMFA support
Systems & Cloud
Windows 10/11Windows ServerLinux (foundational)Microsoft 365Google Cloud PlatformAWS (EC2, S3, IAM)Python & SQL (foundational)
Tools & Process
ServiceNowRDPTicketing platformsKnowledge base systemsTier 1/2 supportSLA managementEscalationDocumentation
2021 — Present

Experience

Mar 2026 – Present

Yesway

Fort Worth, TX

Active

IT Support Specialist (Contractor via Judge Group)

  • Resolve 30+ daily inbound support tickets across corporate and retail locations, troubleshooting hardware, software, POS systems, credit networks, CCTV, and alarm issues with a focus on first-call resolution.
  • Administer user accounts, access, and authentication for 200+ store locations through Active Directory, applying least-privilege principles to maintain proper access control.
  • Verify user identity and apply security best practices during every interaction to protect against social engineering and unauthorized access.
  • Log, prioritize, and track service tickets in ServiceNow to meet SLA targets, escalating complex issues to Tier 2/3 teams with thorough documentation for seamless handoff.

Jul 2023 – Feb 2026

Micholandia Inc.

Fort Worth, TX

IT / Technical Support Specialist

  • Supported 50+ endpoint devices and 15+ POS systems, maintaining 99% uptime through proactive monitoring and consistent maintenance.
  • Executed patch management across Windows endpoints, reducing vulnerabilities and cutting system downtime by 30%.
  • Administered user accounts and access permissions, including password resets, provisioning, and group membership changes.
  • Managed network infrastructure (router/switch configuration, Wi-Fi troubleshooting, firmware updates) and documented resolutions in an internal knowledge base to improve team efficiency.

Jul 2021 – Jul 2023

Garden Home Health Care

Saint Paul, MN

Operations Coordinator

  • Maintained digital records and CRM systems with attention to healthcare data-privacy requirements (improving accuracy and reducing errors by 25%), supported secure access controls and compliance documentation, and provided basic technical support.

ioc-checker. bruteforcelab. Detectamail.

3 repositories

Projects

ioc-checker

Jun 2026

Threat Intelligence Enrichment CLI

Python command-line tool that classifies indicators of compromise (IP, domain, file hash) and enriches them against multiple threat-intelligence APIs to return a clear clean, suspicious, or malicious verdict.

  • Python
  • VirusTotal
  • AbuseIPDB
View on GitHubRead the field note

bruteforcelab

Jun 2026

Credential Attack & Detection Lab

Self-contained Python security lab demonstrating credential attacks (dictionary and brute force) alongside the defenses that counter them, including PBKDF2 salting with key stretching, rate limiting, and account lockout.

  • Python (standard library)
  • regex
  • log parsing
View on GitHubRead the field note

Detectamail

Dec 2025

AI-Powered Phishing Email Detector

Cybersecurity web application achieving 95%+ phishing-detection accuracy using the Google Gemini AI API and NLP, analyzing email authentication headers, malicious URL patterns, and content structure.

  • GCP
  • Gemini API
  • JavaScript
  • REST APIs
  • HTML/CSS
View Live SiteRead the field noteView on GitHub
4 records

Certifications & education

  • Jun 2026

    Google Cybersecurity Professional Certificate

    Google (via Coursera)

    Credential ID: M9CA9DMX47T2

  • Planned

    CompTIA Security+

    Planned (next certification target)

  • Aug 2025

    B.S. in Cybersecurity

    Rasmussen University

    Dean's List

  • Jan 2025

    Network Support Certification

    Rasmussen University

Security operations and IT support.

Fort Worth, TX

Contact

Get in touch about security operations, incident response, and IT support work.

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