Caleb sparks

I’m an IT technician and Air Force veteran with experience supporting government agencies, healthcare environments, and enterprise users. I deliver high-volume technical support while staying security-conscious and focused on clear, customer-friendly communication.

Since February 2024, I’ve supported government users across multiple agencies at PATRIOT LLC (Homeland Security), resolving software, hardware, and account-related issues. I troubleshoot Windows OS, application and access problems (including account unlocks, resets, and permissions), process 40+ support requests daily, and escalate unresolved items to network or systems teams using established protocols.

Previously, I worked as a Help Desk Specialist with NEXT LEVEL BUSINESS SYSTEMS, providing remote IT support for three hospitals in California. I troubleshot Windows OS, printers, peripherals, and network connectivity, handled Active Directory tasks like resets/unlocks and access provisioning, and configured multi-factor authentication while supporting security best practices for wired and wireless networks.

Earlier, I served as a Computer User Support Specialist Intern at ACI Learning, where I installed and troubleshot Windows systems and network connections and supported users through command-line diagnostics. I also applied foundational cybersecurity concepts (including vulnerability awareness and physical security) and gained exposure to penetration testing and vulnerability scanning methodologies.