IT support
- Technical support
- Software troubleshooting
- Windows
- Linux command line
- Active Directory
- User account management
- Password resets
- Access control
- Virtualization
- Technical documentation
Open to entry-level IT roles · Flat Rock, MI & remote
Duncan Welch
Entry-level IT support, help desk and cybersecurity candidate. Google IT Support certified, cybersecurity student, and an EMT with 2+ years of high-volume 911 experience who stays calm when things break.
- Google IT Support Professional Certificate
- Associate's in Cybersecurity (in progress)
- Studying for CompTIA Security+
- Michigan EMT license
01About
I'm an EMT moving into IT. For over two years I've worked 911 EMS in a high call volume system, caring for patients of all ages. That work taught me to stay calm when things go wrong, ask the right questions, solve problems step by step and document everything accurately. Those are the same habits that make good IT support.
In October 2026 I earned the Google IT Support Professional Certificate, covering technical support, computer networking, Windows and Linux operating systems, system administration and IT security. I'm now working through the IBM & ISC2 Cybersecurity Specialist Professional Certificate, studying for CompTIA Security+, and pursuing an Associate's in Cybersecurity at Wayne County Community College District.
I learn best hands-on, through home labs and by running a live website on my own domain.
02Skills
Networking & security
- Network troubleshooting
- TCP/IP
- DNS
- Wireshark
- PowerShell (basic)
- IT security fundamentals
- Cloudflare
- SPF / DKIM records
- Web hosting
Transferable strengths
- Calm under pressure
- Triage & prioritization
- Accurate documentation
- HIPAA & confidentiality
- Customer communication
- Team coordination
- Supervising a crew
- B2B account handling
03Certifications & education
Google IT Support Professional Certificate
Google, via Coursera. Six courses: technical support fundamentals, computer networking, operating systems (Windows & Linux), system administration and IT infrastructure services, and IT security.
Verify on Credly →IBM & ISC2 Cybersecurity Specialist Professional Certificate
Coursera professional certificate in cybersecurity fundamentals. Currently working through the course series.
CompTIA Security+
Studying toward the Security+ exam. Not yet earned.
Associate's in Cybersecurity
Wayne County Community College District (WCCCD).
Michigan EMT License
State of Michigan Emergency Medical Technician.
ACT WorkKeys NCRC, Silver
National Career Readiness Certificate.
04Home labs
Self-directed practice labs. Professional IT experience is the next step.
Identity & access lifecycle lab
A virtualized Active Directory lab for practicing the account work a help desk does every day, documented step by step with screenshots.
- Created users and organizational units, assigned permissions
- Reset passwords and enabled or disabled accounts
- Tested a delegated Helpdesk password reset, and confirmed the same account was denied permission to disable users (least privilege)
- Used PowerShell for lifecycle automation and a CSV access report
- Compared failed and successful RDP (port 3389) connectivity checks
Network packet analysis lab
Captured and filtered test traffic in Wireshark, inspected packet details and documented findings with original screenshots.
- DNS A and AAAA lookups and responses
- ICMP echo requests and matching replies
- The TCP three-way handshake (SYN, SYN-ACK, ACK)
- TLS 1.3 Client Hello and Server Hello, then encrypted application data
Screenshots from the Active Directory lab
05Experience
-
May 2025 – Present
EMT-B · AmeriPro EMS
Detroit, MI
- 911 patient assessment, BLS care and transport for patients of all ages in a high call volume, time-critical system.
- Accurate electronic patient care reports (ePCR) and patient confidentiality under HIPAA.
- Coordinate with paramedics, fire, dispatch and emergency department teams.
- Responded to the American House nursing home fire mass-casualty incident (300+ residents).
-
Aug 2024 – Mar 2025
EMT · Hart EMS
Detroit, MI
- 911 emergency assessment, BLS care and patient transport, documenting every call.
- Kept patients and families calm and informed in stressful situations.
-
2022 – 2024
Receiving Manager · Ace Hardware
- Supervised the receiving crew and managed inventory receiving and stock accuracy in the store's inventory system.
- Handled receiving for B2B (business) accounts.
Calm under pressure
Over 2 years of high-volume 911 calls. An outage or a locked-out user is a familiar kind of urgent.
Triage
Assess fast, find what matters most, and handle it in the right order.
Documentation
Every call charted accurately. The same discipline fits tickets and knowledge bases.
HIPAA & people
Protecting sensitive information and explaining things clearly to people on a bad day.
06Projects
Founder · Oct 2026 – Present
Visit aitrackertool.dev
AI Tool Tracker
A curated directory of 100+ AI tools with daily updates, running on my own domain. I built and run it with help from AI assistants, and handle the infrastructure side myself.
- Moved the site from Netlify to Cloudflare Pages, including the DNS nameserver cutover, HTTPS and redirects
- Set up Cloudflare Email Routing with MX, SPF and DKIM records
- Connected Google Search Console, an XML sitemap and GA4
07Contact
Let's talk.
Hiring for IT support, help desk or an entry-level security role? I'd like to hear from you.
- Emailduncan.welch30@gmail.com
- LinkedInlinkedin.com/in/duncan-welch-2345a131a
- GitHubgithub.com/duncanw12
- LocationFlat Rock, MI
- RésuméDownload PDF