Support Specialist Help Desk

THOMAS MULLEN

Golden Valley, ***** AZ 503-***-**** *********@*****.***

Summary

Detail-oriented System Support Specialist with a strong background in troubleshooting, network administration, and end-user support. Skilled in maintaining and optimizing IT systems, ensuring 99.9% uptime and seamless operations. Proficient in Windows, macOS, and Linux environments, with expertise in hardware diagnostics, software deployment, and cloud services (Azure/AWS). Adept at managing help desk ticketing systems, resolving technical issues with a 90% first-contact resolution rate.

Skills

Hardware Troubleshooting

Network Configuration

TCP/IP & Subnetting

Firewall & Security Management

Server Administration

Windows OS Support

macOS & Linux Support

Virtualization (VMware/Hyper-V)

Software Deployment

Patch Management

Cloud Computing (Azure/AWS)

Remote Desktop Support

Microsoft 365 Administration

Backup & Disaster Recovery

Endpoint Security

Help Desk & Ticketing Systems

Scripting & Automation (PowerShell/Python)

ITIL Framework Knowledge

Printer & Peripheral Support

User Training & Documentation

Experience

System Support Specialist 02/2024 to Current

Spirit Mountain Casino Fort Mojave, AZ

Provide technical support to end-users, resolving 90% of issues within the first interaction, ensuring minimal downtime.

Maintain and monitor workstations, servers, and network devices, ensuring 99.9% system uptime through proactive troubleshooting and maintenance.

Manage the IT ticketing system, handling tickets with an average resolution time reduction of 30%, improving overall response efficiency.

Support Windows, macOS, and Linux environments, ensuring seamless operation and compatibility across multiple platforms.

Collaborate with cross-functional teams to implement security protocols, reducing security incidents by 40% through system updates and compliance checks.

Director of Music 04/2022 to 01/2024

Emmanuel Temple Church Portland, OR

Led and managed all aspects of the music program, overseeing rehearsals, performances, and special events.

Directed and coordinated ensembles, choirs, and instrumental groups, ensuring high-quality musical productions.

Developed and implemented music curricula, fostering artistic growth and engagement among participants.

Collaborated with leadership teams to plan and execute musical performances for services, concerts, and community events.

Provided mentorship and guidance to musicians, nurturing talent and enhancing overall ensemble cohesion.

Cybersecurity Specialist Intern 03/2023 to 05/2023

Chrysallis.AI, Inc. Remote

Assisted in monitoring and analyzing security logs, identifying and mitigating 30% more threats compared to the previous quarter.

Conducted vulnerability assessments on company systems, reducing potential security risks by 40% through remediation efforts.

Supported the implementation of security policies and compliance frameworks, improving adherence rates by 25%.

Assisted in penetration testing exercises, identifying and reporting 95% of exploitable vulnerabilities before system deployment.

Helped configure and manage firewalls and intrusion detection systems, improving network security efficiency by 35%.

Operator/Owner 08/2020 to 12/2022

TJ's Soul Snacks LLC Longview, WA

Managed all aspects of business operations, including strategic planning, finance, marketing, and customer relations.

Developed and executed business growth strategies, ensuring sustainability and long-term success.

Oversaw daily operations, optimizing workflow efficiency and enhancing overall productivity.

Built and maintained strong relationships with clients, vendors, and stakeholders to drive business development.

Handled budgeting, financial planning, and cost control to maximize profitability.

Education and Training

Bachelor of Science: Information Technology Expected in 07/2026

University of Phoenix Phoenix

Associate Degree

Mt. Hood Community College

Certifications

Google IT Support Professional Certificate (Coursera)

Google Cybersecurity Certificate

Generation USA: Google IT Course Certificate

Practical Help Desk Professional (PHDP) Certification (Course Careers

I am an IT Support Specialist with hands-on experience in system administration, troubleshooting, and cybersecurity. I thrive on solving technical challenges, ensuring system reliability, and delivering exceptional user support. My expertise spans managing Active Directory, maintaining LAN/WAN networks, and implementing foundational cybersecurity practices to protect organizational assets.

Currently pursuing a Bachelor of Science in Information Technology at the University of Phoenix (expected graduation: July 2026), I am dedicated to continuous learning and professional development. I hold certifications in Google IT Support and Cybersecurity, which have equipped me with practical knowledge in system maintenance, malware removal, and cloud-based technologies.

In my current role at Spirit Mountain Casino, I provide technical support to over 100 users, resolving hardware, software, and networking issues. My efforts have helped improve uptime, streamline user onboarding processes, and enhance overall IT operations.

I am passionate about leveraging my growing expertise to contribute to innovative IT solutions and build a secure, efficient technology environment. Let's connect to discuss how I can add value to your team or organization!

• Serve as the first point of contact for technical support to over 100+ users, resolving a variety of hardware, software, and networking issues with a 95% SLA compliance rate.

• Install, configure, and maintain hardware, including workstations, printers, peripherals, and POS systems, to ensure operational efficiency and reduce downtime.

• Manage user accounts in Active Directory, creating and modifying accounts, implementing group policies, and maintaining file and folder permissions for organizational security.

Utilize LogicProX, MacOS, Ableton Live, and Studio One music software to compose musical arrangements and contribute to song selections & arrangements.

Strong Musical Performance Skills, Musical Programming, and Audio Engineering Skills

Oversee music staff and provide leadership and musical accompaniment for services & events

Job description

Cybersecurity Internship Job Description

Spring 2023 Internship Program starts March 21, 2023

The program runs from March 21st to June 22nd.

Summary:

The cybersecurity internship is designed to provide exposure to a variety of security tasks that one should expect a junior or entry-level security analyst to perform. These include reimaging machines that have been previously compromised, SIEM (Security Information and Event Management) tool usage, virus/malware remediation, and general tasks of a cyber security professional. In addition, each semester an intern will be required to complete one special security-focused project that will serve as a more detailed look into one specific security need. This project will be adjusted to match the skill set of the student.

Duties & Responsibilities:

Log analysis

Machine reimaging (macOS and Windows)

Malware/Virus removal and analysis

Phishing mailbox monitoring and remediation

Threat feed monitoring and updating

SIEM tool incident monitoring

SIEM tool dashboard/reporting creation and monitoring

Jumpcloud administration and monitoring

Active Directory Federation Services in the cloud

OU, GPO policy management

MDM policy management

Internship security project (will vary by semester and candidate’s skillset).

Gap analysis using (RMF) NIST SP 800-53, Rev 5, (CMMC) NIST SP 800-171/172, and ISO 27001

Developing Findings Remediation Plans of Actions and Milestones

Policy and Procedure Development

ST&E activities on Metaversity EdTech product

NIST 800-53

NIST 800-37

NIST 800-60

NIST 800-61

Other duties as assigned

Contact this candidate