Management System Document
Resume:
JAMES COOKE
Tulsa, OK *****
**********@*****.***
Professional Summary
IT Professional with 10+ years of experience, looking for a new position that with utilize my skills and challenge me to further my Carere
Willing to relocate: Anywhere
Work Experience
Supportive Services Specialist
Oklahoma Veterans United
February 2024 to Present
· Managed IT needs of office while working with 3rd Party Network Admins
· Managed VOIP phone system (Nextiva)
· Managed web-based Document Management system
· Oversaw transition to new web-based Document Management system
· Managed all assets for 60+ users
· Assisted in Monthly financial request processing PC Technician
AAON INC/TekSystems
May 2023 to December 2023
· Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
· Documented changes and actions in computer-based tracking system. (Solar Winds & Service Now)
· Supported Win 10, O365, Cisco phone system, and an AS400 ERP system
· Assisted in a MS Office upgrade project (Office 2016 to O365)
· Maintained office PCs, networks and mobile devices.
· Explained technical information in clear terms to non-technical individuals to promote better understanding.
IT Desktop Technician
Tulsa Welding School
October 2022 to March 2023
· Served as first onsite desktop professional
· Developed systems to provide adequate support to the local campus
· Assisted in updating software and Hardware that had been long neglected
· Supported O365, win 10 & 11, Citrix, Salesforce CRM, also worked with Azure AD and standard Active Directory
· Re-imaged devices using Azure Autopilot
· Assisted in the implementation of WASP, a web-based inventory management system
· Distributed and supported Chromebook and Oculus devices for a learning environment
· Provided solutions for a web-based bulletin board system using Roku Technology
· Completed multiple campus-wide refresh projects
· All Student facing desktops
· Managed all multi-function Printers, including print server setup. Local Desktop Support
22nd Century Technologies/Union Public Schools
August 2022 to October 2022
· Provided direct support for the entire Union Public School district
· Stripped down multiple PC labs and rebuilt from the ground up
· Fielded calls from staff, students, and parents and routed the issue to the correct team member
· Assisted in distribution of laptops to student's district wide
· Quality checked and fixed any issues for classrooms at multiple facilities
· Assisted with make ready for the start of the school year at multiple campuses Re-imaged 300+ devices that were turned in with fatal software issues. Field Tech Analyst
NTT Data Inc
September 2021 to July 2022
Provided direct support for 88+ agencies for the State of Oklahoma Investigated and provided Troubleshooting for various PC issues across multiple domains Reimaged PCs as needed for troubleshooting purposes or equipment replacement Supported both Dell and Apple products primarily, with a handful of other one-off devices Installed needed software in person and remotely using the LogMeIn Rescue tool Supported O365 as we as older versions of the MS Office suite Worked directly with outside vendors (Dell) for warranty hardware support Assisted in getting win 7 PCs updated to win 10 across the board Used Automated ticketing systems such as Cherwell and Service now.
IT Consultant
CDW/Locus Recruiting
June 2021 to July 2021
· Recovery project
· Reviewed end-users' laptops and desktops for Ransomware
· Re-imaged PCs if needed
· Installed new security definitions, updated Group Policy, and installed new VPN
· Software
· Updated all PCs to Win 10 (Update 1909)
· Assisted with access issues to O365, and SharePoint sites
· Assisted with troubleshooting network issues, including network printing
· Worked with end users in person and remotely with login and configuration of new Service Desk Analyst II
VPN software.-HireRight
August 2020 to October 2020
· Responded to escalated issues using an automated ticketing system (Jira)
· Provided support to remote users, via phone, IM (MS Teams), and E-mail
· Remotely managed user's PC's via Bomgar and Windows RDP
· Deployed software to the end user through Tanium
· Provided Break/Fix support for Laptops, All in One Desktops, and peripheral devices. Addressed user customer service concerns and decided when to escalate problems to specialist team members. IT Service Desk Analyst II
Audubon Engineering Operations LLC
August 2018 to April 2020
· Worked on incoming IT service requests, with a customer service approach while providing technical support as well
· Provided Desktop support for local office, as well as other offices
· Preformed Imaging and software installation for new and re-purposed hardware
· Co-lead on process creation, and knowledge article creation
· Responsible for Account Management for onsite and offsite workers nationwide
· Worked in coordination with System Admins to ensure all client needs are met
· Knowledgeable in Office Suite 2016, Office 365, Windows 7, 8, and 10
· As well as multiple versions of Microsoft Server Education
Information Technology
ITT Technical Institute
Skills
• Network Support
• Business Requirements
• Desktop Support
• Visio
• Help Desk
• Azure
• Operating Systems
• LAN
• ServiceNow
• Microsoft Windows Server
• Citrix
• Software Troubleshooting
• VPN
• Microsoft Windows
• Technical Support
• Active Directory
• VMWare
• Remote Access Software
• VoIP
• Mobile Devices
• DHCP
• Computer Networking
• Authentication
• DNS
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