IT SUPPORT • SYSTEMS • IDENTITY

Building secure, supportable IT environments from the user level to the infrastructure layer.

I'm Nakela Johnson — an IT Support professional transitioning into systems and cloud administration. My foundation is in technical support. Now I'm building on top of it.

View My Projects Download Resume Connect on LinkedIn
Open to IT Support, Service Desk, Sysadmin, IAM, and Cloud Support roles
20+
Support cases managed weekly
95%+
Customer satisfaction rate
40–60
Daily user interactions
20%
Faster issue resolution

Metrics reflect experience across high-volume technical support environments.

// PROFESSIONAL PROFILE

I don't just resolve issues — I work to understand the systems behind them.

My background started in technical support, where I built strong troubleshooting, documentation, and communication skills across high-volume environments.

Now I'm expanding into systems administration, identity and access management, and cloud infrastructure — building real lab environments in Azure, writing PowerShell automation, and documenting everything the way a seasoned IT professional would.

The goal is clear: move from supporting the technology to managing it.

Technical Support
→
Systems Admin
→
Identity & Cloud
CERTIFIED
CompTIA A+
Earned July 2025 • Validates foundational IT and technical support skills
HANDS-ON
Active Directory Enterprise Lab
Deployed and documented a full AD environment in Azure — OUs, GPOs, RBAC, domain join, PowerShell automation
// FEATURED PROJECT

Lab Work

Active Directory Enterprise Simulation Lab
NakelaTech Solutions · Microsoft Azure · Windows Server 2025
Completed

Designed and deployed a full Active Directory environment for a simulated enterprise organization. Built from the ground up in Microsoft Azure — covering identity management, departmental access controls, Group Policy enforcement, domain onboarding, and technical troubleshooting across four documented phases.

Azure Windows Server 2025 AD DS DNS GPO RBAC PowerShell GPMC
View GitHub Repository Watch Walkthrough View Documentation
// PROJECT PHASES

How the Lab Was Built

PHASE 01
Infrastructure Deployment
  • Azure VM deployment
  • Windows Server 2025
  • AD DS installation
  • DNS installation
  • DC promotion
  • nakelatech.local domain
PHASE 02
Identity & Access Management
  • Organizational Units
  • Security groups
  • User provisioning
  • Group membership
  • PowerShell automation
  • RBAC implementation
PHASE 03
Group Policy Administration
  • Min password length
  • Password complexity
  • Inactivity lockout
  • USB restrictions
  • Control Panel lockdown
  • OU-scoped GPOs
PHASE 04
Domain Join & Validation
  • WS01 deployment
  • DNS configuration
  • nslookup / nltest
  • Domain join
  • gpupdate /force
  • gpresult /r
IN PROGRESS
PHASE 05
Help Desk Operations
  • Password resets
  • Account unlocks
  • User onboarding
  • Department transfers
  • Employee offboarding
  • Account reporting
// TROUBLESHOOTING IN PRACTICE

Real Problem. Real Fix.

During Phase 4, WS01 failed to authenticate to the domain despite successful DNS resolution. Here's how it was worked through.

Identify → Validate → Isolate → Correct → Verify
Verified DNS resolution via nslookup
Confirmed DC discovery via nltest
Verified domain admin account in ADUC
Reviewed Domain Admins group membership
Validated account active status
Tested UPN vs NetBIOS credential format
✓ RESOLUTION
nakelalab@nakelatech.local

UPN format resolved the authentication failure. WS01 joined successfully and received the Default Domain Policy.

// TECHNICAL CAPABILITIES

Skills

User & Technical Support
  • Windows 10 / 11 / Server
  • Microsoft 365
  • VPN troubleshooting
  • Network connectivity
  • Remote support
  • Account & access management
  • Password resets & unlocks
  • Software troubleshooting
Systems & Identity
  • Active Directory (AD DS)
  • DNS administration
  • Organizational Units
  • Security groups & RBAC
  • Group Policy Objects
  • Domain join & auth
  • User lifecycle management
  • Account provisioning
Cloud & Administration
  • Microsoft Azure
  • Azure VM deployment
  • Entra ID fundamentals
  • PowerShell automation
  • Windows Server 2025
  • Remote Desktop (RDP)
  • Infrastructure documentation
Support Operations
  • Salesforce
  • ServiceNow (familiar)
  • Zendesk
  • Ticket triage & SLA mgmt
  • Escalation handling
  • Incident documentation
  • Knowledge base writing
// PROFESSIONAL EXPERIENCE

Experience

Product Support Specialist
Shyftoff · Remote
Jan 2023 – Feb 2026
  • Managed 150+ weekly support cases across platform, account-access, and order-related issues
  • Used Salesforce, remote-support tools, and screen sharing to resolve technical issues
  • Documented recurring issues and resolution steps to improve team knowledge base
  • Maintained high customer-satisfaction performance across high-volume workflows
Technical Support Specialist
One Support · Remote
Jun 2024 – Nov 2024
  • Supported 40–60 daily user interactions across VPN, connectivity, account, and application issues
  • Maintained detailed escalation notes and resolution documentation
  • Worked across high-volume remote-support workflows with consistent performance
View Full Resume
// CERTIFICATIONS & LEARNING

Credentials

✓ CERTIFIED
CompTIA A+
Earned July 2025 · Validates foundational hardware, software, networking, and troubleshooting skills
⬡ HANDS-ON
Microsoft Azure
VM deployment, networking, Windows Server administration, and Active Directory in Azure
⬡ HANDS-ON
Active Directory Administration
Domain admin, users, groups, RBAC, GPOs, DNS, and domain joining — documented lab project
◌ DEVELOPING
Identity & Access Management
Microsoft Entra ID, RBAC, Zero Trust principles, and identity lifecycle concepts
◌ DEVELOPING
PowerShell Automation
Administrative automation for Active Directory and Windows Server environments
// CURRENTLY BUILDING

What's Next

AD Help Desk Operations Lab
Phase 5 — password resets, account unlocks, onboarding & offboarding
Entra ID & IAM Lab
Cloud identity, conditional access, and Zero Trust fundamentals
Azure Administration Projects
Expanding cloud infrastructure and resource management skills
PowerShell Automation
Building reusable scripts for AD administration and reporting
ServiceNow Workflow Practice
Ticket management, SLA workflows, and ITSM fundamentals
// CONTACT

Looking for someone who can support users today and grow with your infrastructure tomorrow?

I'm pursuing opportunities in IT Support, Service Desk, Systems Administration, Identity and Access Management, and Cloud Support — where I can contribute immediately while continuing to build.

Contact Me Download Resume View GitHub LinkedIn
📍 Port Gibson, MS · Remote & Open to Relocation ✉ nakelaj0104@gmail.com 💼 LinkedIn 🐙 github.com/nakelaj