Rasheed Farhat / IT and technical support
API says success, remote state unchanged
HTTP 200, body error: 1, file unchanged
Existing filename, overwrite flag absent
Explicit overwrite plus body-level verification
Regression test and operator guidance
Signature interaction
Pick one example ticket, then follow it through three clear phases: Diagnose, Resolve, and Close. Each phase reveals the specific step and evidence that matter at that moment; deeper knowledge-base and escalation paths stay available when needed.
Choose a representative example ticket
A user cannot sign in. A locked account, a forgotten password, or a sign-in that fails without an obvious reason.
Follow the ticket in three phases
Diagnose ยท choose a step
Account lockout or sign-in failure / Intake
Confirm who is affected, on what device, before assuming a cause.
The five tickets are representative examples that show how I work a case. They are not case records. The documented cases, with real evidence and sources, are in the casework file.
Drag a window by its title bar, or focus one and use the arrow keys. On a narrower screen the machine steps aside and the desk runs on the page directly.
Farhat Systems · Support Workstation
These five tickets are representative example scenarios built to show how I approach a case. They are not individual case records. The documented cases, with real evidence and sources, are in support casework.
Verified coverage
Casework
A member's phone showed pop-ups and battery drain I could not explain. I isolated the device, used ADB and install timestamps to identify the package, and reverse-engineered the APK to confirm what it was doing.
ADB, APKTool, JADX
VirusTotal and OSINT correlation
Identifiers and sample redacted
A deployment client reported success on a write that never happened. I reproduced the failure, traced it to a missing overwrite flag, and added the check that catches it now.
REST, JSON
Regression test added
Runbook with rollback
Single sign-on, a database, and web services running across macOS and Linux. Most of the work was diagnosing the failures: container ownership conflicts, a port collision, a key-length limit.
Docker, Linux, macOS
Authentik SSO, PostgreSQL
Setup and operating docs
Full case files, including a synthetic workflow lab, are in support. Casework has the details.
Frontline experience
First point of contact for the STEM department's 300+ students, faculty, and staff, taking 20 to 30 requests a day at the walk-up desk, by phone, and over email. I troubleshot Windows 10 and 11, macOS, hardware, peripherals, software, Microsoft Office and Outlook, and WLAN connectivity, tracked every request through TeamDynamix, and handled password resets and account unlocks through the campus portal. I explained causes and next steps to people with very different technical backgrounds, and wrote 10 or more troubleshooting guides and procedural references for the department.
Cisco Networking Academy IT Essentials and Switching, Routing, and Wireless Essentials · Linux Professional Certification, Butte College · A.S. Cybersecurity and Information Assurance, Butte College
Outside that role, I built a synthetic SSO diagnosis lab, Assertion Desk, to keep that same discipline sharp against SAML failures: work through the checks in order, name the specific one that actually failed, and never mark something resolved on a guess.
Communication sample
Writing sample drawn from the Android device investigation in Casework, written mid-investigation rather than after the fact. Not a customer device. Identifiers and the sample stay redacted.
I have the phone off your other networks while I work on it, so whatever it is doing stays on that one device. The pop-ups and the battery drain are coming from an app that got installed, not from the phone itself, and I have narrowed it to a single app by matching install dates against when you first noticed the problem. I will confirm what it was actually doing before I remove anything, and I will tell you plainly whether anything else needs to come off.
Technical range
Windows 10/11, macOS, Linux, hardware and peripherals, Office and Outlook, software installation and configuration, virtualization with VMware, VirtualBox, and UTM.
Wi-Fi and WLAN, TCP/IP, DHCP, DNS, and VLAN fundamentals, switching and routing foundations.
REST APIs, JSON, SQL and PostgreSQL project work, logs and response inspection, Python and Bash, Linux and Docker.
Intake and prioritization, ticket tracking in TeamDynamix, escalation evidence, walkthroughs, runbooks, knowledge-base and procedural writing.
Contact
Rochester, Minnesota. Targeting help desk, service desk, deskside, technical support, application support, product support, and NOC roles, and open to remote roles across the United States.