Frank P. Coppolino

**** ****** ******* **. ******* NC. 27617 Cell 919-***-**** Email: ac0beo@r.postjobfree.com

Qualification Highlights

Customer service focused, team oriented, professional leader with 15+ years of hands-on Technical Support expertise. Skills include implementation, application troubleshooting, and IT tactical strategies. Proven ability to successfully analyze and resolve advanced Hardware, Software, Application, and Network issues by identifying deficiencies, opportunities, and staying abreast of an ever changing, state-of-the art technology market. I am driven by success, a will to succeed, and a passion for helping all calibers of people.

Professional Experience

Principal Technical Support Engineer

Staples Inc. - Natick MA. (09/10 – current)

Established and administered pilot projects, created documentation, technical work flow design, designed an modified SLAs based customers needs, modified technical training documents and protocols, and process excellence. Created and maintained change requests, ARB documentations, personalized scripts, and programs for administrative activities. Published error reporting, outages, hardware failure, application error logs, based on established metrics and business requirements. Planed, coordinated, and partnered with cross-functional IT/IS teams and the businesses, in executing systems tasks including QA and break-fix activities. Partnered with vendors handling on-call and after-hours support and escalation, addressing incidents affecting pilot systems, stability, and testing. Additional responsibilities included:

Managing desktop software programs, office products, voice communication systems and system software.

Resolving advanced functionality issues, troubleshooting problems (including research), and query analytics.

Proactively monitoring online applications and system performance to diagnose potential service interruptions.

Recommending upgrades, patches, and new applications design including external equipment field installations.

Sr. Technical Operations Analyst

Netkey Llc. - Branford, CT. (11/04 – 09/10)

Reporting directly to the VP of Client Services, was primarily responsible for the day-to-day management, deployment, and evaluation of the technical support operation providing top quality, telephone-based support to Legacy, Enterprise, and ASP customers such as BMW, Pitney Bowes, Starbucks, and Bank of America with advanced Point of Sale implementation and installation. This position involved hands on system administration, lab support for QA, software/ hardware systems design and support. Further day to day operational tasks included:

Monitoring and tracking trouble tickets to ensure top- quality customer service.

Providing Project and Account Management based on the needs of the department.

Providing strategic and operational leadership to complex support solutions and staffing models.

Developing documentation, protocols, and procedures to meet the needs of the client, based on individuality.

Help Desk Support Manager

Nortel Networks - Chelmsford, MA. (11/00 – 09/04)

Primarily responsible for the management of 30 help desk employees and supporting 115 field service technicians in an inbound call center, supporting Network devices and NORTEL specific devices, while providing mentorship, encouragement, and cross-pollination opportunities. Additionally duties and responsibilities consisted of:

Identifying and resolving complex network, software and hardware issues utilizing structured troubleshooting.

Preparing and maintaining technical specifications and documents, system documentation and operating manuals.

Managing desktop software programs, office products, voice communication systems and system software including installation and upgrading.

Professional Development

Scrum Master Certified (2011)

Project Manager -Six Sigma course

Dealing with Difficult People course

Nortel Certified Systems Engineer (NCSC)

Nortel Certified Support Specialist (NCSS)

Nortel Certified S7 & Carrier Networks Maintenance

Nortel Systems Engineer: (Security)

Work Place Stress Management

HIPPA Compliance and Regulation ( 2014)

Customer Service Management Tactics

Altiris Development. and Fundamentals Program

Nortel Systems Engineer: (Administrator)

Nortel Preside Multi-Service Manager

Nortel CVX PBX 1800 Technician

Nortel Passport ATM 15K Switch Technician

Technical Expertise (not a complete list)

Software:

Operating System expertise in all Windows NT, XP, Vista through Windows7, 8, 10, with exposure to Linux.

MS Office Professional 2003-2013, including Visio, Project, Share Point, LogMeIn and PC Anywhere.

DBA administrations including: MS SQL 2014, MS Access, SUN Solaris, and Oracle.

CRM and Ticket Tracking application expertise in Clarify, Shasta, Track IT, Remedy, SAP, and Siebel.

Networking:

Network/IT Admin: Active Directory,, Blackberry Enterprise Server, and Microsoft System Center.

Networking Expert: TCP/IP Networking, VMware, Terminal Services, LAN/WAN environments.

Telecom expertise with CISCO, Nortel Switches, Routers and PBX’s. Lucent, Polycom, and Spectel.

Security expertise with Firewalls, Checkpoint VPN-1, Norton, Symantec, Trend Micro, and MacAfee.

Hardware:

Knowledge of RAID configurations and SAN devices. Apache Servers, Nortel and Cisco PBXs and switches.

Expert in repairing computer hardware: Desktop, Tablet PC’s, Micro PC’s, Laptops, & Servers.

Experience troubleshooting Sun Systems, Dell, HP, Compaq, and IBM AS/400 systems.

Formal Education

North Shore Community College - Beverly MA. (09/95- 09/96)

-Computer Science

Hesser College - Manchester, NH .(09/97 – 09/99)

-Information Technology Management

Massachusetts Bay Community College - Framingham, MA. (01/09)

-Massachusetts EMT-B Certificate

-ACLS/BCLS Certificate

Massachusetts Tactical Academy - Framingham MA. (01/09)

-Tactical Strategies & Management (03/09)

-Stress Management (04/09)

-Tactical Judgment (09/09)

Professional References available upon request

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