Customer Service Information Technology

Troy B. Copple.

Hollywood FL, *****

*********@*****.*** 954-***-****

PC hardware and Operating Systems, (XP, Vista, Windows 7, Linux).

OSI Model, TCP/IP Ethernet, LAN, WAN, internetworking and basic telecommunications technologies.

Network design implementation and management Programming, database concepts.

Installing, maintaining and managing desktop/client operating systems (Microsoft).

Administering shared folders, DNS, Active Directory and group policy.

Securing and troubleshooting network resources, (Juniper, Citrix)

Education

ITT Technical Institute, Duluth, GA Graduated October 2, 2015

Bachelors of Science: Information Systems and Cyber Security; GPA 3.8

Awards- Highest Honors recipient since December 2009

(ABK) Alpha Beta Kappa Highest Honor Society

(NTHS) National Technical Honor Society

ITT Technical Institute, Ft. Lauderdale, FL Graduated December 15, 2011

Associate of Science: Information Technology/Computer Network System; GPA 3.9

Awards- Highest Honors recipient since December 2009

(ABK) Alpha Beta Kappa Highest Honor Society

(NTHS) National Technical Honor Society

Professional Experience

Quality Technology Services –Suwanee, GA Full Time December 2013 – March 2016

Data Center Technician

Provide QTS customers remote hands/eyes assistance.

Manage hardware and software configurations as well as installation of QTS managed products and services.

Plan and implement new structured cabling projects as well as maintenance of existing cable.

Maintain accurate and detailed logs and updates according to QTS SOPs to ensure prompt client resolution and escalation when necessary.

Install and build data center infrastructure; including, but not limited to: cabinets, wired media, ladder racks, fiber optic tray, PDUs according to customer plans and QTS standards.

Work with customers, other system engineers, and management to communicate ticket status

Ensure proper utilization of QTS ticketing system; tickets are being opened for new client issues, working tickets to resolution and escalate tickets when necessary, and review all tickets for appropriate documentation and processing.

Ability and capability to perform, multi-task effectively in high pressure situations.

Visually monitor IT hardware and proactively address issues with key management.

The QTS Data Center Operations is a full-time operation- 7x24x365 organization- this position requires shift work and at times working holidays

Advance Tech Support- Boca, FL Full Time 2013 - 2013

Remote Tech Support

Provided Quality customer service with every customer interaction.

Troubleshooting and repairing a variety of issues remotely that customers encounter on Windows based computers.

Multi-tasking will be required as you will be working multiple sessions at one time.

Holding customers hands through every step of the repair process and explaining clearly so the customer understands what I am doing.

Blue Interactive Agency– Fort Lauderdale, FL Part Time 2008 – 2013

Information Technology Technician (Part Time)

Provided computer support and technical training on hardware/software to end users.

Performed diagnostics and troubleshooting of system issues.

In-depth knowledge and understanding of numerous software packages and operating systems (XP, Vista, Windows 7, Linux).

Assembled and installed a wide array of computer systems, workstations, and peripheral hardware.

Setting permissions on Active Directory.

Microsoft- Boca, FL Full Time 2010- 2011

Online Services Support Engineer

Responsible for troubleshooting and debugging minor program bugs.

Responsible for migrating users at one time into online services.

Resolve questions and problems from higher Technical Support.

Help customers with further education on Business Productivity Online Suite (Exchange Online, SharePoint, Office communicator online, Live Meeting)

Troubleshooting with the Easy Assist tool, while providing professional customer service over the phone.

Used the Auto-In ticketing system while providing Web service requests at the same time.

Chili’s Grill & Bar Restaurant – Weston, FL Full Time 2007 – 2008

Manager

Extensive profit/loss experience in standardization of portions and implementation of labor cost controls; documented end-of-month reports as well as daily and weekly transactions.

Oversaw front of the house operations for this $4.5 million operation.

Managed 22 shift associates comprised of server and buss staff, kitchen and bartending teams.

Conducted interviews of possible new employees; coordinated and administered new employee orientation; consistently. Provided coaching and on-going training in accordance with Brinker International’s corporate standards.

United States Army Full Time 1993 – 2007

Sergeant

Responsible for the health, welfare, and discipline of 40 soldiers in Fort Hood, TX and 25 soldiers while deployed to Operation Iraqi Freedom for two years.

Inventoried, ordered and maintained all products in the Dining facility.

Plans and implements menus to ensure nutritionally balanced meals.

Ensure accuracy of accounting and equipment records.

I develop and initiated standing operating procedures (SOP), Safety, Energy, Security and Prevention Programs.

Decorations Medals

Army Commendation, Army Achievement (3), Global War On Terrorism Service, Iraq Campaign, Non Commissioned Officer Professional Development Ribbon, NATO Medal, Multinational Force and Observers, Air Assault

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