Joshua Minnick
Muskogee
Summary
Experienced technical support professional skilled in resolving complex technical issues and providing excellent customer service. Seeking to transition into the role of Cyber Security Engineer II, utilizing strong problem-solving abilities and commitment to data security. Passionate about staying up-to-date with industry trends and technologies to effectively combat cyber threats. Ready to contribute cybersecurity expertise to safeguard critical information assets for a forward-thinking organization.
Overview
21
21
years of professional experience
Work History
Division Support Coordinator
Oklahoma Department Of Corrections
01.2024 - Current
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Supervise the APO II position throughout the review and revision process for all agency policies and procedures.
- Finalize the review process including the production of PDF packets and publication through internal channels and to the ODOC public website.
- Utilize Office 365 and internally created computer programs to complete duties.
Administrative Programs Officer II
Oklahoma Department Of Corrections
04.2022 - 01.2024
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Facilitated the review and revision process for all department policies and procedures.
- Coordinated the review process between agency executives and employees in the field.
- Coordinated with legal services to provide archived documentation as necessary for court proceedings.
- Utilized multiple computer programs including Microsoft Office 365 and agency created programs.
Administrative Programs Officer I
Oklahoma Department of Corrections
07.2021 - 04.2022
- Review, update, process, create, and file procedures, operational procedures, and field memorandums for all areas of the facility as affected by changes in local and departmental procedures.
- Write, disseminate, and implement new local procedures in the form of field memorandums for all areas of the facility.
- Meet and discuss with supervisors and subject experts changes needed for policies, then take those suggestions and formulate them into a local procedure in a policy format for review and implementation.
- Complete memorandums covering any number of subjects including reviews and approval requests.
- Complete weekly, monthly, quarterly, and annual inspections and reviews of numerous areas of the facility.
- Assist with reviewing departmental policy for any requested changes and submit those changes to higher levels of supervision and review.
- Create and disseminate new forms or update forms used by the facility, such as creating fillable forms through the use of adobe acrobat.
- Assist all areas of the facility with the creation of logs, forms, and memorandums when needed.
- Supervise the facility Mail Room and Law Library and staff assigned work duties in this area.
Correctional Security Manager I
Oklahoma Department Of Corrections
02.2017 - 07.2021
- Managed a team of security personnel, providing regular training for improved performance and professional growth.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Maintained detailed records of security incidents, enabling proper analysis for future preventative measures.
- Continuously updated knowledge on evolving security trends and best practices, incorporating relevant strategies to maintain a safe facility.
- Completed duties of Chief of Security in his absence, as assigned.
- Completed specialized duties as facility's disciplinary officer conducting investigations and hearings regarding inmate disciplinary actions.
Correctional Security Officer IV
Oklahoma Department Of Corrections
03.2014 - 02.2017
- Complete reports, reviews, and memorandums to be submitted to any number of areas for review and response.
- Complete weekly and monthly reports concerning tracking staff hours, inmate disciplinary reports, inmate disciplinary actions taken, medical reports submitted, etc.
- Assist with the supervisory duties of shift including the keeping of time reports, completing daily, weekly, and monthly reports, filing and storage of documentation for all staff assigned to a particular shift, etc.
- Assist with review and dissemination of memorandums and reports.
Correctional Security Officer III
Oklahoma Department Of Corrections
09.2012 - 03.2014
- Complete and review reports and other documentation required during my daily duties.
- Assist other staff with writing documentation and memorandums for other areas of the facility.
- Assist with filing and dissemination of reports and memorandums as requested.
- Complete weekly and monthly inspections and reviews when requested. Perform reviews of documentation and reports as needed.
Correctional Security Officer II
Oklahoma Department Of Corrections
09.2011 - 08.2012
- Complete reports concerning any unusual or suspicious occurrences.
- Complete all documentation including log books, reports, memorandums, reviews, etc. as required by policy and procedure.
- Assist with writing or reviewing any documentation as requested by my supervisor(s).
- Complete any documentation as requested by my supervisor(s).
Correctional Security Officer I
Oklahoma Department Of Corrections
03.2011 - 09.2011
- Complete reports concerning any unusual or suspicious occurrences.
- Complete all documentation including log books, reports, memorandums, reviews, etc. as required by policy and procedure.
- Assist with writing or reviewing any documentation as requested by my supervisor(s).
- Complete any documentation as requested by my supervisor(s).
Security Supervisor
Creek Nation Casino-Eufaula
02.2009 - 02.2011
- Conducted regular patrols of facility to detect and deter security threats.
- Recorded incident reports with detailed accounts of occurrences.
- Monitored alarm systems and CCTV footage to enable prompt attention and response.
- Maintained a secure environment for employees and visitors by enforcing access control policies and visitor management procedures.
- Coordinated with security personnel or other departments to establish safety of visitors and staff.
- Managed a team of security officers, providing guidance, support, and performance evaluations to ensure a high level of professionalism.
Technical Support Representative
DIRECTV
08.2007 - 01.2009
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Customer Representative
Wal-Mart
01.2005 - 08.2007
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Implemented feedback from regular evaluations to improve personal performance and contribute positively to the team''s collective growth.
- Embraced spotlight on customer service by creating courteous, friendly atmosphere for guests.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
Customer Service Representative
Braum's Restaurant
01.2004 - 01.2005
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Cyber Security
Southern New Hampshire University
Hooksett, NH05-2025
Associate of Science - Cyber Security
Southern New Hampshire University
Hooksett, NH07-2023
Skills
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Customer service expert
- Call center operations
- Issue troubleshooting
- Active listening
- Technical issues analysis
Qualifications
- I received a Bachelor's of Science in Cybersecurity degree in May of 2025 from Southern New Hampshire University. I graduated Summa Cum Laude with a GPA of 3.98. The only course I did not receive an A in was an advanced business course. During my time as a student of SNHU, I completed courses in cyber security protocols, methodology, and legal standards. I studied client and server systems, application development, project management, and networking. I continue to study these fields and plan to pursue a Master's degree in cyber security next spring.
- I have a proven history of excellence in technical support, customer service, and the ability to thrive in a high-paced high-stress environment.
- I have been involved in planning, executing, and documenting projects and actions throughout the fourteen years I have been with the Oklahoma Department of Corrections. I am known by my colleagues and supervisors for being one of the best to contact when seeking advice regarding creating a plan of action or looking for new solutions to problems.
- I am known for my ability to remain calm under pressure. I was recognized by the facility leadership before my transition to an administrative role as one of the most influential members of the facility staff.
- My dedication to teamwork, often refocusing the praise or recognition given to me onto others to support team building, was recognized by the facility head as a reason he requested my transition into an administrative role in the facility. This facility head also offered to bring me back into any open position I qualified for at any time if I chose to return.
Presidential Classroom Participant in 2003
In 2003 I was invited to attend Presidential Classroom. This program is a week long course hosted at Georgetown campus for student leaders from across the world. I met U.S. Senators, Representatives, and world leaders including Ross Perot, Mo Rocca, Jim Inhofe, and the Haitian ambassador. I spent time with students from across the United States as well as Germany, South Korea, and France. I was given a tour of the underground tunnels at the Capital. I observed the Independence Day fireworks show over the Potomac river from a Marine Corps base.
Timeline
Division Support Coordinator
Oklahoma Department Of Corrections
01.2024 - Current
Administrative Programs Officer II
Oklahoma Department Of Corrections
04.2022 - 01.2024
Administrative Programs Officer I
Oklahoma Department of Corrections
07.2021 - 04.2022
Correctional Security Manager I
Oklahoma Department Of Corrections
02.2017 - 07.2021
Correctional Security Officer IV
Oklahoma Department Of Corrections
03.2014 - 02.2017
Correctional Security Officer III
Oklahoma Department Of Corrections
09.2012 - 03.2014
Correctional Security Officer II
Oklahoma Department Of Corrections
09.2011 - 08.2012
Correctional Security Officer I
Oklahoma Department Of Corrections
03.2011 - 09.2011
Security Supervisor
Creek Nation Casino-Eufaula
02.2009 - 02.2011
Technical Support Representative
DIRECTV
08.2007 - 01.2009
Customer Representative
Wal-Mart
01.2005 - 08.2007
Customer Service Representative
Braum's Restaurant
01.2004 - 01.2005
Bachelor of Science - Cyber Security
Southern New Hampshire University
Associate of Science - Cyber Security
Southern New Hampshire University
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