Customer Service Support

Ben Copeland

***** ***** **** *****, *******, TX 77375

Cell 346-***-**** Email ********@*****.*** http://www.linkedin.com/in/bencopeland

Desktop Support Analyst

To utilize my certified computer and networking skills as a Senior Desktop Engineer with over 20 years, with thorough hands-on experience in all levels of management, support, and network. A team player, who strives to streamline and efficiently resolve Desktop issues in a timely manner.

EMPLOYMENT HISTORY

Fujitsu America, INC 4/2007– 4-2017

Senior Desktop Engineer/Remote Technician/System Administrator

• 4000 plus internal / External users

• Support for Fujitsu Laptop, HP desktops, HP printers.

• Supports for all senior management; Extensive use of

• Software Update Services (WSUS), and CA ITCM, taking class on SCCM,

Led Team responsible for preventative maintenance, level 1-3 technical support, repair and root cause analysis

• Led a team of six, in the direct day-to-day technical support for 1000+ staff members

Created training materials to assist with rolling out new technologies

Perform Tier 4 assistance to other technicians with unresolved issues

Change Control (one of the many ITIL Foundations) Compaq Standards (Monthly meeting on the systems that the company will use).

• Virus Removal: Symantec Endpoint Protect, TrendMicro Office Scan for desktop Knowledge and practice of advanced tools and virus removal processes. last 5 years I have managed a TrendMicro and Symantec Endpoint Protect server for multiple customers

• Queue Management: Manage Triole ticket system; monitor the queue to re-distribute any tickets that come in to our queue.

• Software Deployment out to workstation for multiple customers via CA ITCM. (Also, been studying on Deployment with SCCM, have set up a test environment for Server and workstation to deploy software and MS patches.)

• Able to work in a unknow environments well (was sent to new locations to support and could walk in and set up new Desktop Environment in timely manner)

Document work in progress. Strong troubleshooting, customer service, communication, and organizational skills

Affirmative Insurance Service, Addison, TX 1/2003-3/2007

Network/Support Technician

• Provided network support for 330 internal users & 1,000+ external users

• Network & Exchange User Accounts

• Exchange: Creation of AD user accounts

• Veritas backup/disaster recovery

• BigFix Enterprise: Microsoft patch/hotfix deployment software.

• Barracuda Spam Firewall: Install, set-up, maintenance, troubleshooting.

• Personal computing support: The acquisition, installation, training, and support of desktop and portable computing software and hardware.

• Server support: Installing, monitoring, and supporting file and application servers in a high-availability environment

• Troubleshoot network problems: At both hardware and software level.

Malloy’s Cash Register Systems, Dallas, TX 2000-2003

POS/PC Technician

• Servicing and repairing POS cash registers

• Troubleshooting NT Workstation registers/printers/computers

• Troubleshooting on-site PC hardware/software conflicts

• Building and repairing pc's

• POS: Proficient with ISS45, PCMaster, TCI Retail Suite Software, and POS Hardware - NCR & ICL and Panasonic experience in system operations and various types of hardware and software.

Technical Skills and Education

Collin County Community College 1999-2000

New Horizons Learning Center 2005

Multiple courses at Fujitsu, Symantec Endpoint protection, Check Point, TrendMicro, SCCM 2007-2017

Key Skills

• Efficient multiple tasks/ areas of support/projects

• Work well under pressure.

• Own problems until satisfactorily resolved.

• Team player while complying with team standards and procedures.

• Strong knowledge of support requirements for Windows XP, Windows 7, Server 2012, All Office products.

• Strong customer service skills

• Manage and coordinate desktop resolutions reported through the problem tracking system

MCITP – Vista, MCTS – Vista, A+

Active Directory

Desktop and server management for Virus Software, TrendMicro and Symantec Endpoint

Remote Desktop

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