Project Manager Training
Resume:
https://ca.linkedin.com/in/matt-cooper-59641138
acuudm@r.postjobfree.com
MATTHEW J COOPER
EXPEREINCE TRAPEZE SOFTWARE ULC, MISSISSAUGA, ON
Service Desk Team Lead 01/2012 – 04/2016
Function: Service Desk Manager
Managed and mentored Service Desk staff including remotely- based analysts
Responsible for hiring, on-boarding, and ongoing training
(including corrective actions) of team members
Acted as escalation point for complex, administrative or VIP incidents/requests
Continuously monitored and improved upon efficiency and quality of Service Desk and ITSM activities
Created and maintained monthly KPI reports (including end-user satisfaction surveys) and provided summaries and key action points for other senior IT staff
Interacted with 3rd-party vendors to ensure quality of services received, fiscal responsibility and (when required) objectively compared various bidders and services for adoption
Owned and managed Level 1, ITIL and ITSM projects through inception, proof of concept, option comparison, cost-benefit/ROI analysis, design and implementation phases
GILLILAND GOLD YOUNG CONSULTING INC., TORONTO, ON
On-Site Support Technician 08/2009 – 06/2011
Maintained functionality of internal desktop systems including partnering software
Prepared and presented training materials and sessions to internal staff
Maintained and administered mid-level networking and domain solutions
Spearheaded quality control and efficiency initiatives related to ITIL implementation
Assisted in the development and implementation of data security initiatives, secure data transfer and virtual product licensing
Performed triage functions on incoming requests from external clients
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HUMBER COLLEGE INFORMATION TECHNOLOGY SERVICES, TORONTO, ON Lead On-Site Support Technician 05/2006 – 07/2009
Ensured the effectiveness of the On-Site Support team though training, support, team-building and resource management
Performed administrative and supervisory duties for the On-Site Support unit, including but not limited to hiring, firing, ongoing aptitude testing and new policy initiatives
Assisted with Level1 ITIL implementation from a documentation and training standpoint
Acted as the escalation point for complex, out-of-scope or VIP incidents/requests
KEY PROJECTS Project Manager/Owner
Staged ITIL implementation in two environments
“From scratch” KPI and user satisfaction reporting methodology including rules for publication and key information dissemination
ITSM solution switch-over (ServiceWise to Freshservice) including product comparison, vendor sourcing, implementation, documentation and training
Internal and external Knowledge Base creation initiatives
Company-wide Asset Management implementation, initial audit and best practices methodology creation
General staff computer best practices training initiative Key Stakeholder
Two enterprise-scale Active Directory migrations
Global IBM Domino to Microsoft Exchange migration
IT services de-centralization initiative
EDUCATION HUMBER INSTITUTE OF TECHNOLOGY AND ADVANCED LEARNING 2008 Electronics Engineering Technology (Certificate, 1 Year) 2007 Computer Programming/Analysis (Advanced Diploma, 3 Years) CERTIFICATIONS ITIL V3 FOUNDATIONS
APMG International, 2016, 95% Final Mark
LEADING AGROSS GENERATIONS
Dale Carnegie Training, 2015
DISAGREE AGREEABLY
Dale Carnegie Training, 2015
MANAGING WORKPLACE STRESS
Dale Carnegie Training, 2015
TECHNICIAL SKILLS Access 2003-2016
Active Directory
Office 2003-2016
Oracle 9i-11gR@
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ActiveSync
Adobe Acrobat
Adobe Creative Suite
Altiris 6.0-7.0
Android 4.0-6.0
Apple Configurator
Argo
BBX
Bitlocker
Cisco CME/Unity
Citrix GoToMeeting
Deepfreeze
Dell KACE K1000, K2100
Domino 8.5.2
Exchange 2007-2013
Freshservice
iOS 7-9
ITIL v2, v3
Lotus Notes 8.5.2
Macrium Reflect
Malwarebytes Anti-Malware
MDM
MSDN Administration
ODBC
Oracle VirtualBox
PGP
Postini
Powershell
Proofpoint
PXE
Recuva
SCCM/SCOM
ServiceWise
Sharepoint 2010-2013
Skype for Business/Lync
SQL Server 2005-2014
Tangoe
Trend Micro OfficeScan
VBA
Visual Basic .NET
Visual Studio 2003-2015
VMWare vSphere
WDS
WebEx
Windows CLI
Windows Mobile 6.0-6.5
Windows Server 2003-2016
Windows XP-10
References available upon request.
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