Customer Service Active Directory
Resume:
Stephen A. Cooper
*** ******* *****, ************, **. 07840
Home 908-***-**** *********@*******.***
CAREER SUMMARY
Experienced IT professional with expertise in Windows-based environments, networking and data analysis. Outstanding customer service skills resolving technical issues. Team player making significant contributions to the team's success.
More than 18 years of experience successfully recognizing IT problems prioritizing client needs to meet business objectives and developing solutions that improve the efficiency for IT operations. Proven record of success reducing downtime resulting in cost savings and improved customer satisfaction.
CERTIFICATIONS
Microsoft Certified Professional (MCP) Windows 2000, Server, Active Directory
CompTIA Certified A+ Computer Service Technician
TECHNICAL SKILLS
Install Windows 2000, XP Professional, Vista, Windows 7 Enterprise edition, configure network protocols, NTFS permissions diagnosing and troubleshooting, backup and data storage, Windows 2000/XP /Vista//7 disk management. Re-image desktop and laptop computers as needed for deployment and to correct core software issues.
Help desk-tracking tools including Remedy and Service Request Management module, ITSM, Service Now, SMS and SCCM 2012 Console for remote software installation and collection and software package advertisement creation.
Skilled with Laptop, Desktop, and Server hardware technologies and Networking hardware technologies, to include pc setup and repair, network setup and troubleshooting, network design, and IP sub masking.
Skilled in Mobile device setup and configuration IOS and Android,
Extensive experience with Microsoft Office 2007, 2010, 2013 and all associated applications to include Microsoft Word, Excel, Access, Outlook and Skype for Business.
Install and modify images using the Dynamic Imaging tools.
Active Directory design and implementation, manage and administer group policy configuration; implement and configure Windows security options, diagnose, trouble shoot and resolve.
Active Directory for user account and computer account creation and administration. Also, proficient with Dynamic Imaging tools.
DOS, Windows 9.x, Windows NT, Windows 2000, Windows XP, Vista Windows 7 and 10 operating system to include desktop hardware installation; troubleshooting and resolution.
Remote access tools to include SCCM, Bomgar and Tight VNC for access to Citrix based Wyse thin clients
Wireless network hardware and software installation, configuration and operation.
Stephen A. Cooper
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WORK HISTORY
Network Infrastructure Technologies Inc. Nov 2015 – Present
Hackensack University Medical Center, Hackensack NJ.
Desktop Support Technician Level II
Responsible for desktop support of the Faculty Practice Group located on and off the Hackensack University Medical Center campus.
Part of the original team put in place for support of the Hackensack University Medical group.
Provide onsite and Remote support as needed for PC, Tablet and mobile devices.
CoreTech Consulting Group, LLC
Johnson & Johnson ITS / SOC / SRM / SMS Raritan Campus, NJ Aug 2002 - July 2015
Service Order Analyst / PC Refresh Coordinator / PC Refresh Team Technician /
SRM Administrator / SMS/SCCM Administrator /Site Services Technician
Site Services Technician, Johnson & Johnson World Headquarters, New Brunswick, NJ.
(Contractor, courtesy of CoreTech, LLC.)
Desk side technician in support of approximately 1200 seats.
Build, re-image and install new computer equipment using a documented method to include data migration and insure all applications are configured and operational and properly associated with the correct data files and network resources.
Support all installed computer equipment using remote access tools and desk side support.
Create and add new computer equipment to the appropriate Organizational Units and assign the asset to the user using active directory.
PC Refresh Build Technician, Ortho Clinical Diagnostics, Raritan, NJ.
(Contractor, courtesy of CoreTech, LLC.)
Build, re-image and install new computer equipment using a documented method to include data migration and insure all applications are configured and operational and properly associated with the correct data files and network resources.
Make any modifications as needed or when requested by a client's specifics needs.
Support all installed computer equipment using remote access tools or desk side support.
Create and add new computer equipment to the appropriate Organizational Units and assign the asset to the user using active directory.
SMS/SCCM Administrator, Johnson & Johnson Information Technology Services, Raritan, NJ.
(Contractor, courtesy of CoreTech, LLC.)
Responsible for remote installation of software in support of the Johnson & Johnson Global Network which consists of approximately 150,000 seats worldwide.
Process approximately 90 requests per day using Remedy SRM,ITSM and Service Now help desk systems.
Research requests using multiple reporting tools and communicate with clients as to determine exact requirements.
Create collections and advertisements using the SMS and SCCM Consoles.
Place client’s computer's in collections and verify that the computers have been added to the collection.
Verify installation of software and create ITSM ticket as needed to request desk side support for failed installations.
Stephen A. Cooper
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SRM Administrator, Johnson & Johnson Information Technology Services, Raritan, NJ.
(Contractor, courtesy of CoreTech, LLC.)
Business Analysis through assisting Gap Analysts from other Johnson & Johnson companies with identification of functional disconnects between current processes and desired outcome.
Identify possibilities for integrating cross-functional departmental procedures across breadth of company to facilitate efficient programs and processes.
Present business solutions for issues identified in process flows and gap analysis.
Communicate and train end users and service providers in use and support of solutions.
Program Remedy help desk system Service Request Module (SRM) web interface for J&J companies across North and South America.
PC Refresh Team Lead, Johnson & Johnson Network Computing Services, Raritan, NJ.
(Contractor, courtesy of CoreTech, LLC.)
Re-install new computer equipment using a documented method to include data migration and insure that all applications are operational and properly associated with the correct data files and network resources. Make any modifications as needed or when requested by a client’s specific needs. Explain operation of new software and internal wireless equipment.
Support all installed computer equipment using remote access tools or desk side support until equipment is considered in a steady state.
Coordinate and direct activity of two PC Refresh team members based on the client's priorities.
Service Order Analyst, Johnson & Johnson Network Computing Services, Raritan, NJ.
(Contractor, courtesy of CoreTech, LLC.)
Provide 1st level telephone support to troubleshoot problems and escalate to higher support as needed.
Processed email requests which numbered on average 50 daily and through a high volume ACD phone system with approximately 40 calls a day.
InaCom Corporation, Wharton, NJ 1998 - 2000
Client Service Manager
Restored customer satisfaction through innovation and excellent customer service when several problem accounts were offered, which resulted in additional business being awarded to the support depot which increased profits by 25%.
Coordinate and direct activity of five support team members.
HOP Industries Corporation, Garfield, NJ 1993 – 1998
Customer Service Manager
Coordinated in the purchase of an inventory of plastic sheets and rolls approximately 2 million lbs. per month in support of nationwide sales resulting in a 15 percent cost savings. Coordinate and direct activity of 3 customer service support team members.
United States Army - Veteran
EDUCATION
PC AGE Certified IT Career Institute, Parsippany, NJ
Diploma in Internetwork Engineering ~ Windows 2000
Butler High School, Butler NJ.
Graduate
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