Caleb Fox
Apple Valley,MN
Summary
Experienced in troubleshooting with a successful background supporting various system types such as Health, PoS, Financial and more in a predominantly windows-based environment. Provided tier 2 & 3 support for upwards of 200 applications and their corresponding servers whilst groundbreaking for new solutions and keeping documentation up to date. Excellent communicator, always striving to improve my skills.
Overview
7
7
years of professional experience
Work History
Business Systems Engineer
SMSC Gaming Enterprise
03.2022 - Current
- Documented system configuration, mapping and processes.
- Supported system users, educating employees on troubleshooting and problem-solving protocols. Ensured processes were up to date.
- Provided Tier 3 support of applications within the enterprise, teaming up with vendor resources as needed to perform system enhancements, upgrades, and in-depth troubleshooting.
- "Owner" of high priority applications, internal SME on multiple applications including POS, Document Management, and Financial Systems.
Business Systems Analyst
Mystic Lake Casino And Hotel
02.2020 - 03.2022
- Supported upwards of 200 applications throughout the enterprise and their corresponding application/database servers.
- Worked closely with Project management teams as well as vendors to implement new hardware and software solutions along with improvements for existing systems. Communicated changes with users on a need-to-know basis.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Resolved malfunctions with systems and programs through troubleshooting.
Client Systems Analyst
Mystic Lake Casino And Hotel
05.2019 - 02.2020
- Resolved or escalated problem tickets to resolve user issues.
- Performed machine Life-Cycle related tasks such as imaging and application installation/testing.
- Worked on low level Network issues such as lighting and configuring ports.
- Assisted with deployment and implementation of new hardware systems.
IT Services Support Specialist
Mystic Lake Casino And Hotel
08.2018 - 05.2019
- Answered calls to IT support line and assisted users in troubleshooting issues.
- Created and escalated tickets as needed.
- Performed hardware setups and takedowns for special events.
Client Systems Analyst Intern
Mystic Lake Casino And Hotel
05.2017 - 07.2018
- Provided front end support for customers, took calls, and helped with event setups.
- Worked on Windows 10 upgrade cycle, helped with task-sequence and application testing.
- Replaced outdated/malfunctioning hardware and ensured secure practices as per company policy.
Education
Bachelor of Science - Computer Information Technology, Technical Communication
Minnesota State University
Mankato, Minnesota05.2018
Skills
- SQL
- Time Management
- Project Management
- Database Administration
- Customer Support
- Documentation abilities
- Technologically-savvy
- Production support
- Effective communication
- Network support
- System upgrades
- Program installations
- Windows Server Administration
- Customer Service
- Windows Server management
Professional References
Available by request
Timeline
Business Systems Engineer
SMSC Gaming Enterprise
03.2022 - Current
Business Systems Analyst
Mystic Lake Casino And Hotel
02.2020 - 03.2022
Client Systems Analyst
Mystic Lake Casino And Hotel
05.2019 - 02.2020
IT Services Support Specialist
Mystic Lake Casino And Hotel
08.2018 - 05.2019
Client Systems Analyst Intern
Mystic Lake Casino And Hotel
05.2017 - 07.2018
Bachelor of Science - Computer Information Technology, Technical Communication
Minnesota State University
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