Desktop Support Office
Resume:
Joshua Cable adkhco@r.postjobfree.com
**** * ************ ****** *****, OK 74112 918-***-****
Summary Of Qualifications
Technically astute technical professional with several years of experience in providing technical support. Experienced in supporting hardware and software in large network infrastructures. Self-motivated team player who makes significant contributions to the team. Reputation as a self-directed professional with the proven ability to lead time-sensitive projects. Possess excellent interpersonal skills along with outstanding communication skills and the tenacity
to develop and maintain positive relationships. Experienced in providing outstanding customer support.
Technical Skills
Operating Systems: Microsoft Windows 7-10, Mac OS, and some Linux.
Other Software: Microsoft Office Suite, Microsoft O365 Admin, Adobe Creative Cloud, Zoom, Cisco ISE and VPN, Google Suite, Virtual Box, Slack, Trello, JIRA Service Desk, KACE, ConnectWise Manage, TeamDynamix ticketing systems, Argos directory, Malwarebytes, Wireshark, Event Viewer, Command Prompt, Active Directory, PrinterLogic, GlobalProtect VPN, Webroot anti-virus, Amazon Web Services, and Office 365 Administrator.
Troubleshooting: All in One Desktops, monitors, tablets, laptops (Dell, HP, Apple), computer hardware, internal hardware issues, VoIP phone devices, external peripherals, copiers, printers (HP, Canon, Epson), faxes, on-site troubleshooting with fluke (LRAT-2000), personal routers. Imaging computers through MDT and other imaging software. Electronic games (slots), and kiosks. Command line troubleshooting.
Cabling: Running coaxial, fiber optic, Ethernet cables, and cable managing for personal/work systems.
Programming: C++, Python, and SQL Server 2012.
Professional Experience
River Spirit Casino Resort (Muscogee Creek Nation) Tulsa, OK
Enterprise Specialist 11.2020 - Present
Monitoring a large majority of electronic devices within Muscogee Creek Nation Casinos (MCNC), including electronic games, network connections, servers, kiosks, and other miscellaneous equipment.
Tier two support for all nine MCNC casinos (RiverSpirit, Duck Creek, Holdenville, Muscogee, Eufaula, One Fire Okmulgee, Bristow, Checotah, and Okemah).
Utilizing SolarWinds for overall IT management, as well as monitoring, upgrading, and decommissioning EOL for devices such as switches, nodes, servers, cameras, and WatchDog environmental monitoring for server room temperatures.
Monitor and maintain assorted ticket queues via Service Manager Console (built in-house).
Use of Active Directory for monitoring end user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance.
Taking live calls and answering emails addressed to the Enterprise Operation Center (EOC) from end-users from all nine casinos.
Identifying, troubleshooting, and resolving both hardware and software issues within the MCNC environment while providing support for Tier I.
Communicate all scheduled (Change Management) and unscheduled outages to affected and interested parties in a timely and accurate manner.
Control and administer Vendor connections into MCNC environment via CyberArk.
Assist in deploying all patches and upgrades to PC’s and peripherals.
Excellent development of Knowledge Base Articles (KBAs) for future reference of common occurring issues, support for other tiers, and documentation purposes of current status of configurations.
Interfacing with higher and lower tiers to determine proper course of action for resolution and escalation for addressing tickets and issues.
Advantage Pro Technologies (Startup folded due to COVID) Tulsa, OK
Internal Operations Specialist 01.2020 – 06.2020
Install, service, and troubleshoot CCTV equipment and access control systems.
Drawing schematics through Lucidchart to provide visual representation for clientele.
Crucial in business development plan to bring in more clientele.
Assisted in planning and running weekly meetings for business development and employee growth.
ArdentMC (Management Consulting) Tulsa, OK
Desktop Support Technician 04.2019 – 12.2019
Use Active Directory (AD) to create and manage accounts within organizational units (OU) for ArdentMC.
Serve as Office O365 Administrator in monitoring O365 Security Compliance, Azure AD, Cloud App Security alerts, access control of door controllers (3xLogic), and responsiveness of core services.
Assist in implementation of multi-factor authentication (MFA) for entire organization. Utilize remote management software ConnectWise Automate for assistance to users throughout entire organization.
Responsible for onboarding and off boarding of new/existing users ensuring accounts are configured properly and stale accounts have been decommissioned appropriately.
Juggle multiple assignments (projects, tasks, scheduled maintenance) while providing timely results.
In charge of asset management through AssetTiger and Excel. Ordering, logging, and maintaining current and future assets within organization. Additionally, conducted routine weekly searches to locate assets not assigned within AssetTiger.
Maintain thorough documentation of knowledge base for reference and guidance. Provide exceptional documentation of issues through ticketing system ConnectWise Manage and then JIRA Service Desk.
Rotational on-call shifts after hours to field any issues from entire organization.
Northeastern State University Tahlequah, OK
Student Technical Consultant 09.2017 – 04.2019
Closely collaborated with multiple teams’ members to create future projects and resolving in-depth issues. Experienced in performing maintenance for first tier issues on-site for requestors campus wide.
Efficiently interfaced with higher-up employees to consult issues and provide further resolution and support. Developed Knowledge Base Articles for directing users with commonly occurring issues.
Handled thorough documentation of issues, while creating documented solutions for future occurrences. Tested and troubleshot Virtual Desktop Infrastructure (VDI) machines within workplace.
Supported user base of 9000 individuals. Efficiently answered calls and resolving issues through phone.
Weekly on-call shifts after hours fielding live calls from faculty, staff, and students. Resolved issues via phone as well as placing tickets for issues and assigned them appropriately.
Education
Northeastern State University
Bachelor of Science in Cyber Security 08.2014 - 12.2019
Central Tech Vocational School 08.2013 - 05.2014
Network Security Administration
References
Rachel Bowling
Business System Analyst
adkhco@r.postjobfree.com
Tulsa Technology Center
6111 E Skelly Drive Tulsa, OK 74135
Zach Ward
Junior Systems Administrator
adkhco@r.postjobfree.com
Ardent Management Consulting
5110 S. Yale Ave Suite 310 Tulsa, OK 74135
Kevin Kelley
Owner of Diamondhead Resort
adkhco@r.postjobfree.com
Diamondhead Resort
12081 OK-10, Tahlequah, OK 74464
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