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Michael Walton

Contact information available in downloadable resume

[LinkedInCorporate Version Of MeThe Suit Version] | [GitHubC0de ReceiptsSecret Vault]

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Information Technology Professional | Security+ CertifiedVery Hirable IT HumanProfessional Problem Fixer. Mostly Harmless.

Security+ certified IT professional with 10 years of experience supporting enterprise users and troubleshooting hardware/software/network issues. Built hands-on Cybersecurity portfolio projects including Splunk SIEM dashboards, incident case-files, and Python-based threat intelligence automation using VirusTotal, AbuseIPDB, and AlienVault OTX. Strong customer service skills, documentation, ticket-driven workflows, and clear communication of technical findings to both users and technical teams.

Certifications / Technical ProficiencyYes, I Actually StudiedPaper Armor

CERTIFICATIONS

  • CompTIA Security+
  • Cisco Certified Support Technician (CCST) – Cybersecurity
  • CompTIA A+
  • Microsoft Azure Fundamentals (AZ-900) - In progress
  • Microsoft SC-900 - Planned
  • AWS Cloud Practitioner (CLF-C02) - Planned
  • ITIL 4 Foundation - Planned

TECHNICAL SKILLS

Operating Systems: Windows, Linux (basic), macOS (basic)
Ticketing / ITSM: ServiceNow, Salesforce, Jira
Endpoint / Admin Tools: Active Directory, Azure Portal (Entra ID), Intune, SCCM
Remote Support: Bomgar, Dameware, TeamViewer, Zoom, NextThink
Backup & Recovery: Veritas NetBackup
Networking / Platforms: Cisco, Meraki Dashboard

Work ExperienceProof I've Survived ITBattle Scars

Amplifon – Minneapolis, Minnesota

Store Support Specialist

July 2025 – Present

  • Provide front-line IT and operational support for store leaders and franchise teams, resolving system issues impacting daily workflows.
  • Troubleshoot mobile applications, internal web tools, account access issues, and device connectivity (Bluetooth hearing aids, store tablets).
  • Perform Tier 1 triage for escalations including system access requests, training platform issues, account creation, and foundation/complaints routing.
  • Maintain HIPAA compliance by securely handling PHI/PII and sending encrypted communications when required.
  • Escalate complex issues to internal teams while ensuring clear documentation, follow-up, and resolution tracking.
  • Identify recurring issues and recommend workflow/documentation improvements to increase first-call resolution.

NTT Data – Remote, Minnesota

Senior Helpdesk Support Analyst (Managed Services / US Bank)

June 2023 – December 2024

  • Provided Tier 2 technical support for enterprise banking users, resolving escalated hardware, software, and network issues beyond Tier 1 scope.
  • Supported users in a regulated financial environment, following strict identity verification, access control, and compliance procedures.
  • Documented incidents and escalations in ServiceNow with audit-ready notes, proper categorization, and accurate resolution tracking.
  • Troubleshot Windows systems, VPN access, authentication issues, and application outages using remote support tools.
  • Assisted with account access recovery including password resets, MFA support, and access restoration.
  • Maintained high-volume ticket performance while meeting KPIs for quality documentation, first-call resolution, and customer satisfaction.

Veritas Technologies – Roseville, Minnesota

Technical Support Engineer

Nov 2022 – Nov 2023

  • Provided enterprise technical support for Veritas NetBackup customers, resolving backup, recovery, and storage incidents in production environments.
  • Troubleshot backup failures, restore issues, policy misconfigurations, and client/server communication problems across Windows and Linux.
  • Supported secure backup practices including encryption configuration, access control considerations, and data retention best practices.
  • Partnered with engineering/escalation teams to investigate product defects, performance issues, and vulnerability patching efforts.
  • Assisted disaster recovery workflows including restore testing, recovery validation, and incident documentation.
  • Maintained detailed case notes, logs, and troubleshooting documentation to support escalations and resolution tracking.
  • Recommended best practices for system hardening, patch management, and backup integrity validation.
  • Analyzed system logs and NetBackup debug output to isolate root cause and confirm remediation.

Compucom Systems Inc – Edina, Minnesota

Configuration Associate (Managed Services / Ameriprise Financial)

March 2016 – Nov 2022

  • Supported Ameriprise franchise offices with workstation deployments, hardware replacements, and end-user setup in a financial services environment.
  • Provisioned and configured new/replacement computers, assisting with login, peripherals, software installation, and workstation readiness.
  • Supported enterprise Windows 10 migration efforts and device refresh workflows.
  • Managed Surface Pro refurbishment program by re-imaging devices, validating configurations, and coordinating shipment logistics.
  • Configured and supported Cisco Meraki routers, assisting with circuit setup, connectivity troubleshooting, and deployment readiness.
  • Created internal training documentation and workflow guides to standardize processes and reduce repeat issues.
  • Trained and on-boarded new team members on imaging, deployment procedures, and customer support workflows.

EducationThe Knowledge VaultThe Lore

CompTIA Security+ Certification

2025

IT Career Lab, National Able Network – Chicago, IL

2025 - Cisco Academy CCST Cybersecurity

  • Completed hands-on, instructor-led training in cybersecurity essentials.
  • Obtained Cisco CCST Cybersecurity certification

CompTIA A+ Certification

2017

Minneapolis Community and Technical College – Minneapolis, MN

2010-2014 - A.S. in Sound Arts (incomplete)

High School for Recording Arts – St. Paul, MN

2004-2006 - HS Diploma

Experienced in AI-assisted software development workflows, using tools such as Claude, Cursor, and v0 to accelerate prototyping and troubleshooting while maintaining ownership of architecture, testing, and final implementation.

Projects and LabsReceipts (Scroll Below)The Laboratory

  • Home Security Lab – Deployed a Splunk SIEM to monitor and analyze network traffic for threats.
  • TryHackMe Blue Team Labs – Completed hands-on labs in log analysis, threat detection, and incident response.
  • Firewall & VPN Setup – Configured and tested firewall rules & VPN tunneling for secure network access.
  • Packet Capture & Analysis – Captured and analyzed network traffic using Wireshark to identify anomalies.
  • Log Analysis with SIEM – Ingested and analyzed real-world attack logs in Splunk to detect security incidents.
  • Malware Detection Lab – Used Any.Run sandbox to analyze malware behavior and identify malicious indicators.
  • Phishing Detection & Response – Designed a phishing awareness training simulation to educate users on email security.
  • Firewall & IDS/IPS Setup – Implemented pfSense firewall & Suricata IDS to detect and block security threats. (In Progress)
  • Automated Threat Intelligence – Developed a Python script to pull and log threat data from VirusTotal, AlienVault, and AbuseIPDB.
  • Docker Security Lab – Built & deployed secure web applications using Docker & Docker Compose, configured multi-container environments, implemented container security best practices, deployed to cloud platforms (AWS/GCP) with Kubernetes, and integrated CI/CD pipelines for automated deployment. (in progress)
  • SOC Portfolio: [https://soc.greykeystudios.dev] GitHub: [CyberSecurity-ProjectsReceiptsReceipts]
  • Cloud Resume Challenge: Hey, you made it! [https://resume.greykeystudios.dev]
  • Challenge Reference: [The Cloud Resume Challenge (Azure)]

Web Development & Digital PresenceInternet Wizardry SectionInternet Wizardry Section

Designed, built, and deployed multiple real-world websites using modern web stacks, focusing on performance, branding, accessibility, and secure deployment. Experienced with Cloudflare Pages hosting, Cloudflare DNS/subdomain management, Cloudflare R2 media storage, automated content workflows, API integrations, and e-commerce tools.

Websites Built / In Progress

  • Grey Key Studios – GreyKeyStudios.com
    Next.js + Cloudflare Pages + R2 media hosting + automation workflows
    [https://www.greykeystudios.com]
  • SBM Inc. – SBMinc.org
    Nonprofit site rebuild with accessibility + modern UI
    [https://www.sbminc.org]
  • Zachardee Holdings – ZachardeeHoldings.com
    Business site w/ branding + professional landing structure
    [https://www.zachardeeholdings.com]
  • D Lee's Cuisine – DLeesCuisine.com
    First website built – Google Sites + Square + Ecwid e-commerce
    [https://www.dleescuisine.com]
  • Papa Vaughn's BBQ (in progress)
  • Me To We LLC (in progress)
  • Stack House Portfolio (in progress)

Founder & Creative Director, Grey Key StudiosI Make Music TooI Make Music Too

Established and manage Grey Key Studios, an independent music label and creative platform. Oversee all aspects of music production, branding, and digital presence, including website development, artist identity creation, and release strategy.

Advanced Music Education & Production SuiteWhat Did I Get Myself Into?Nerdy Music Wizardry

(in development)

A digital audio workstation (DAW) and interactive music education platform integrating real-time audio processing, visualization, and adaptive learning. Developed using AI-assisted coding (Claude, ChatGPT, Cursor, v0) for architecture and implementation.

Technologies: TypeScript, React.js, Web Audio API, JUCE, WebAssembly, Node.js

Project available on [GitHubReceiptsReceipts]

Various other projects in the works. Portfolio will be available shortly.

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