Jirhe Amurun

Results-driven IT Support Specialist with 3+ years of hands-on experience providing technical support for Windows, macOS, and Linux environments in academic and enterprise-style settings. Proven ability to troubleshoot hardware, software, network, and user-access issues, manage tickets, support end users remotely and on-site, and document resolutions using ITSM best practices. Strong customer service mindset with a solid foundation in systems administration, networking, and security fundamentals.

IT Support Intern - University of North Carolina at Pembroke

(2024-01)

• Provided Tier 1–2 technical support to students, faculty, and staff for hardware, software, and account-related issues.
• Resolved Windows and macOS issues, including OS errors, application failures, login problems, and system performance issues.
• Assisted with Active Directory user support, including password resets, account access issues, and permissions troubleshooting. Supported network connectivity issues involving DNS, IP configuration, VPN access, and Wi-Fi troubleshooting.
• Leveraged AI-assisted analysis tools and scripts to help identify patterns in recurring user issues and prioritize support tickets more efficiently.
• Assisted in evaluating AI-generated system alerts and logs to distinguish false positives from actionable IT and security issues.
• Collaborated with senior IT staff to escalate unresolved issues and implement long-term fixes.

IT & Data Systems Support Intern - Vodafone

(2022-07 - 2023-10)

• Supported internal users with technical issues related to applications, systems access, and data tools.
• Assisted with system monitoring, data validation, and troubleshooting user-reported issues.
• Worked with cross-functional teams to resolve operational IT and system-related problems.
• Improved issue resolution efficiency by documenting common fixes and workflows.

IT Help Desk Technician - University Labs & Independent Projects

(2022 - 2025)

• Delivered frontline help desk support in lab environments, assisting users with system access, software configuration, and device setup.
• Installed, configured, and maintained software applications across Windows and Linux systems.
• Troubleshot printers, peripherals, display issues, and connectivity problems.
• Assisted users with browser issues, email access, MFA problems, and file-sharing errors.
• Created step-by-step user guides and documentation to reduce repeated support requests.

Bachelor of Science - Cybersecurity - University of North Carolina at Pembroke