Blythe T Cooper

ad1782@r.postjobfree.com

214-***-****

Hardware/Software:

Ticketing Systems; Services Now, Heat, Remedy; Foot prints; Services Now proprietary applications, MS Office applications; (2003, 2007, 2010 O365, O2016) Word Excel, Access, Photoshop, Outlook, Power Point etc. Windows NT, Windows XP, Windows Vista, SCCM Windows 7,10 Linux, Unix LAN, WAN, Lotus Notes, VPN, Citrix, Cisco, VPN, IBM Servers, 2008, 2012 Dell, HP, Compaq, Active Directory, Exchange, Mac OS, Software, POS etc.

Education Details:

Franklin D Roosevelt High school

Compu tech Technical

Certifications:

Network +

CCNA

Professional Experience:

Ampcus/Siemens Aug 15/2022 Present

Microsoft Dynamics support/ Business Application Analyst

•Description:

Responsibilities:

• Subject matter expert of service process, Works software functionality, data flow and integrated systems

• Training content contributor, Data validator, User Acceptance testers, Rollout Trainer, and support contact for key users

• Support the Regional Product Manager and Deployment Manager with effectively implementing and supporting a mission critical system used by high revenue generating field employees

• Maintain high employee and customer satisfaction as subject matter expert as 1st level support in triage, troubleshooting, and resolving issues or escalation to 2nd level support (Global) within minutes.

•Experience with Software Development methodologies like Agile/Scrum and Involved in business requirements and creating the Jira tickets for user stories.

• Participate in System Demos and inspect & adapt (I&A) workshops

• Execute tasks required to meet Agile/Scrum methods and continuous improvement expectations

Qualifications

• Advanced ability to troubleshoot, identify root cause, and collaborate across multiple individuals to resolve issues

•Windows 10 & 11 support

• Working knowledge & experience in service process and tools (Microsoft Dynamics 365, SAP) to understand data relationships

• Early adopter mindset to quickly master Works features, functions and associated data sources

• Experience within industrial and global service environment, ideally for Field Service Management

• Five years+ experience managing international IT projects

• Domain know-how in one of the building technologies disciplines fire, comfort or security is an advantage

•Additional skills in database programming with SQL-queries to build reporting applications.

• Experience in working with Safe and agile methodologies A mindset that helps you to cope with managing change to Production/Business Critical applications in high-availability environments.

• file encryption software suppoirt

•maintain scheduled jobs in high data flow environment

•Altice USA Mar 2017-Jun2022

•Level III IT Specialist\Network Engineer

•C Level Executive support

•SCCM, patching, software deployment, and desktop support

•Support all internal employees, techs across the country

•Writing test Plan and Methods

•Imaging Laptops and Desktop via SCCM

•Managing customer relationship and supporting printers, phones, remote hands work for network/telephony, apple product and windows desktops

•Citrix Supportand Administration

•Service Now for ticketing and incidents

•Support of VPN and VDI platforms

Active Directory, TCP/IP Networking, DNS, DHCP, RAS/VPN

•Performance Analysis

•Vendor/Hardware Dell

•Cisco meeting boards cisco telepresence support

networking for system, general knowledge and escalations

•trouble shooting Applications issues

•Office 365 Support

•Support all facilities with Zen desk ticketing system

•Escalate issues to System Administrators as necessary

•Conduct research on computer products in support of PC procurement and development efforts

•SharePoint support and Administration SFTP, FTPS, & PGP technologies

•Avaya Phone setup and connectivity

•Debug user reported errors and bugs. Write Jira tickets with technical information and end user success criteria for development team.

•Coordinating Projects with Contractors and Escalations

•Continuously optimize IT process and drive execution of improvement efforts

•iPhone & Android Support

•End-User computing

•Deploying & trouble shooting VM server 2008 2012 R2

•Managing Cisco Switches 450*-****-**** 3560 9300

•Deploying Dell bare Metal Servers 2012 R2

•Managing Virtual Environment vis VMware Esxi

•Application Server Audits

•Supervise development of SQL-queries/procedures for database and backend testing.

•Updating Cisco iOS Wi-Fi/Wireless communications support

•Deploying Cisco switches

•working knowledge of protocols: EIGRP, BGP, OSPF

•Managing and Coordinating projects via Change Orders process

•Citrix Support and Administration

•VDI Support and Administration

•Altiris for imaging

•VLAN configuration & port security

•Focus on continuous improvement in the network environmentsOversee compliance and enforce adherence to corporate, business unit and operating policies and procedures

•Participating in active oversight/monitoring of the network environment, including devices, circuits, capacity, and performance

•

•TEKsystems\Assurant Jul 2015-Mar 2017

•Help Desk Administrator

• Help Desk Administrator is responsible for effective provisioning, operation, and maintenance of Help Desk ticketing system and support.

•Support Windows 7;8;10 & 11

•Supported MS Office 365 and MS Office 2010

•Supported Desk top and Laptop Hardware

•Supported Active Directory Health

•Support of VPN and VDI platforms

Active Directory, TCP/IP Networking, DNS, DHCP, RAS/VPN

•Cisco Unity manger configuration

•Create all the Exchange accounts and AD accounts

•Install and updated all software

•Deployed all desktops and Laptops to employee’s

•Supported all remote employee’s

•Supported VPN and connectivity

•Supported mobile devices Android and iPhone

•Apply diagnostic utilities to aid in troubleshooting

•Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

•Manage Team Support and Jira work queues to ensure resolution of customer inquires

•Involved in technical project planning and implementation for all corporate offices

•Minimal Mac Support

•Organized SQL-queries/ procedures for database and backend testing.

•SharePoint support and Administration

•Citrix Support and Administration

•VDI Support and Administration

•SharePoint Administration

•Altiris for imaging

•Matt Real Estates Management Mar 2015 - Jul 2015

•Desktop Manger Lead

•Desktop Support Lead provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware for six facilities.

•Supported Lenovo and HP desktops and laptops

•Supported inventory of all software license & Hardware support

•Created and set up Active Directory and Exchange accounts

•Push updates Via Dell Kace K1000

•Cisco Unity support and configuration

•Installed and supported open VPN

• Liaise with third-party support and PC equipment vendors

•Installed and supported office 365 for all users

•Supported and set up all the VoIP Phone Accounts

•Created and maintained all Inventory reports

SFTP, FTPS, & PGP technologies

•Installed Encryption Software

•Altiris for imaging

•Sets up and configures new/reassigned workstation hardware

•Troubleshoots and resolves workstation hardware problems

•Supervise development of SQL-Queries /procedures for database and backend testing.

•Supported and Installed Network & Local Printer

•Support all facilities with Zen desk ticketing system

•Escalate issues to System Administrators as necessary

•Conduct research on computer products in support of PC procurement and development efforts

•SharePoint support and Administration

•Citrix Support and Administration

•Eaton Corporation Aero Space Division, Fort Worth, TX May 2013 - Oct 2014

•SR Support Analysts

•Uses Remedy for managing work queue, requests and tickets

•Creating Active directory and exchange Accounts 2003/2008/2012

•Admin for Citrix environment

•Write technical specifications for purchases of PCs and related products

•Supports remote users with network access using Citrix or VPN connections Install and trouble shoot Hardware

•SCCM, Remote Assistance or other for remote control support and distribution of software package

• Cisco Unified Communications

•Sets up and configures new/reassigned workstation hardware

•Performs Ads, Moves and Changes to mobile and VoIP phones, ordering as needed.

•Prepares obsolete equipment for disposal

•Troubleshoots and resolves workstation hardware problems

•Supports Video conferencing

•Provides monthly status reports

•SFTP, FTPS, & PGP technologies

•Evaluate and recommend hardware products for purchase

•Responds to and logs end user support calls

•Maintains Aero Space hardware/software inventory

•Installs and supports Aero Space Engineering Applications

•Installs and supports Office 2010 and Windows 7

•Supports Cooperate Email on iPhone and Android

•Support LAN/WAN technology

•Install supports encryption software

•Installed Windows 7 using Altiris

•Citrix Support and Administration

•Support of VPN and VDI platforms

• Active Directory, TCP/IP Networking, DNS, DHCP, RAS/VPN

•Pepsi Corporation, Plano, TX May 2011 - May 2013

•Help Desk Analysts

•support for desktops and laptops (HP and Dell)

• Support MS Outlook and MS Communicator (2003,2007 & 2010

•SupportVPN, Network connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment

•Logged calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary

•Supportedpassword reset, authentication, remote access/VPN SAP

•Support PC Hardware configurations and troubleshooting

•Installing and troubleshooting Lotus Notes

•SFTP, FTPS, & PGP technologies

•Support LAN/WAN technology

•Support Intermec Hand Held devices for ware house and & store delivery persons

•Support Blackberry iPhone and Window mobile phones

•Support connectivity for iPad and Tablets

•Support Active Directory and reimaging PC

•Collected and update all tickets with services now ticketing application

•SharePoint support and Administration

•Altiris for imaging

•Citrix Support and Administration

•Support of VPN and VDI platforms Active Directory, TCP/IP Networking, DNS, DHCP, RAS/VPN

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