Microsoft 365 / Entra ID Admin Lab
User lifecycle, password resets, groups, MFA and sign-in controls, and license awareness in a Microsoft 365 / Entra ID tenant — with notes on each task.
View Project →Available for remote roles
Ryan Frechette
Entry-Level IT Support & Remote Help Desk Technician
Customer-support background, Microsoft 365 / Entra ID lab experience, Windows troubleshooting projects, help desk ticketing practice, and GitHub-documented support workflows.
6
Documented IT support labs & projects on GitHub
2
IT certifications & courses completed
M365
Entra ID, users, groups, MFA & license lab work
100%
Documentation-first habit on every project
Featured IT Support Projects
Hands-on labs and tools built to practice real help desk and Microsoft 365 support workflows. Each one is documented on GitHub.
Help Desk Homelab
A practice help desk environment for working tickets end to end: intake, troubleshooting steps, internal notes, and resolution summaries.
View Project →osTicket Help Desk Lab
Stand-up and use of osTicket to practice the full ticket lifecycle: categorization, internal notes, user communication, and resolution.
View Project →Atlas AI Help Desk Copilot
A help desk workflow project: ticket triage, troubleshooting checklists, escalation awareness, phishing/security awareness, customer response drafting, technician notes, and documented limitations.
View Project →PowerShell Help Desk Automation Toolkit
Read-only PowerShell support checks: system reports, disk reports, and network checks that help gather evidence before escalating a ticket.
View Project →Windows Troubleshooting Command Line Lab
Core Windows troubleshooting from the command line: ipconfig, ping, tracert, nslookup, systeminfo, tasklist, netstat, and Event Viewer basics.
View Project →Additional Labs
Active Directory User Support Lab
Active Directory basics for help desk: user accounts, groups, password resets, and common account support tasks.
View Project →Azure Network Protocols Lab
Observing common network protocols and traffic in an Azure environment to build networking fundamentals.
View Project →Case Studies
Short, support-ticket style write-ups showing how I work a problem from intake to resolution.
Microsoft 365 / Entra ID user support workflow
- Scenario
- A user needs an account set up, a password reset, group access corrected, and MFA confirmed before they can sign in.
- Evidence gathered
- Sign-in status, group memberships, assigned licenses, and current authentication methods reviewed in the Entra ID admin center.
- Support workflow
- Create/adjust the user, reset the password, fix group membership, confirm MFA registration, check license assignment, and note offboarding steps for later.
- Outcome / what it proves
- Comfort with core Microsoft 365 identity tasks and the documentation habit support teams rely on.
osTicket intake and resolution workflow
- Scenario
- A user submits a vague "it's not working" ticket through the help desk and needs a clear, tracked path to resolution.
- Evidence gathered
- Clarifying questions, affected system, error messages, and timing captured in the ticket and internal notes.
- Support workflow
- Categorize and prioritize the ticket, record troubleshooting steps in internal notes, communicate clearly with the user, then close with a resolution summary.
- Outcome / what it proves
- Familiarity with the full ticket lifecycle and the written communication that keeps users informed.
Atlas phishing / security escalation workflow
- Scenario
- A user forwards a suspicious email that looks like a phishing attempt and asks whether it is safe.
- Evidence gathered
- Sender details, links, and urgency cues reviewed safely — without clicking — and compared against common phishing indicators.
- Support workflow
- Triage as a potential security issue, draft a calm user-facing response, escalate per policy, and record technician notes plus the limits of what I can confirm.
- Outcome / what it proves
- Security awareness, safe triage, escalation judgment, and honest limitation-awareness rather than overreach.
Skills
Grouped the way a help desk team thinks about the work.
IT Support & Troubleshooting
Ticket intake · evidence gathering · escalation awareness · user communication · root-cause notes
Microsoft 365 / Entra ID
Users · groups · licenses · password resets · authentication methods · sign-in controls · offboarding basics
Windows & Command Line
ipconfig · ping · tracert · nslookup · systeminfo · tasklist · netstat · Event Viewer basics
Ticketing & Documentation
osTicket · internal notes · user replies · ticket categorization · resolution summaries · case studies
PowerShell & Automation
Read-only support checks · system reports · disk reports · network checks · support report generation
Customer Support
Clear communication · patience · issue documentation · follow-up · customer-facing explanations
AI-Assisted Support Workflows
Ticket triage · checklists · response drafts · technician notes · safe review-first automation
Practical Tool-Building
GitHub projects · live websites · local scripts · documentation-first project habits
Additional Builder Proof
Beyond the support labs, I build small, practical tools — carefully and safely.
Inbox Scout
A safety-focused local automation prototype. It demonstrates practical workflow building, API / OAuth awareness, audit logging, and human-review-first thinking — review before any action is taken. A prototype, not a production email platform.
View Project →Certifications & Training
Google IT Support Certificate
Google · Coursera
Information Technology Course — Completed
CourseCareers
About
I'm moving into IT support, and I bring a customer-support background that maps directly to a help desk: listen first, ask good questions, and keep people informed while the problem gets solved.
My troubleshooting style is methodical — gather evidence, narrow down the cause, try the safe fix, and escalate when it's the right call. I document as I go, because clear notes make the next ticket faster for everyone.
I'm focused on remote help desk and technical support roles, and I learn new systems quickly. The labs and projects on this site are how I practice the day-to-day work: Microsoft 365 / Entra ID, Windows troubleshooting, ticketing, and read-only PowerShell checks.
Contact
Open to remote help desk, IT support, and service desk roles.
Best reached by email or LinkedIn — happy to talk about remote support roles.