Troy Cooper

Washington, DC 301-***-**** ad3zc4@r.postjobfree.com

Professional Summary

IT Professional with 5+ years of overall IT experience.

At Department of State, Created 100+ tickets weekly using Remedy/ServiceNow/HEAT applications while providing Tier 1 and 2 support

At Michael Best & Friedrich LLP, Troubleshot applications such as SolidWorks, Anaqua, Best Access, iManage Work 10 and iTimeKeep

Troubleshot Citrix so users are able to access their work environment

Responded to all customer inquiries and provides end-to-end ownership (logging, tracking, resolution and reporting) of Help Desk incidents and Service Requests via HEAT/ServiceNow

Troubleshot and resolve Tier I and II incidents to include: service requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral)

US Citizen – Previous Top Secret DoD Clearance/Clearable – Active: Public Trust

Education/Certifications

High School Diploma, Dr. Henry A Wise High School, MD

Information Technology, University of Maryland, Eastern Shore, 2017

HDI Support Center Analyst (HDI-SCA)

CompTIA Sec+, May 2023

Professional Experience

SEC, Washington DC

HelpDesk Support Tier 2 Dec 2023 – present

Assist users daily from a remote or onsite perspective

Reimagine computers

Troubleshoot hardware and software incidents and create incident or request based upon issue

Assist Call Center when it is high call volume

Create KnowledgeBased articles

Michael Best & Friedrich LLP, Washington, DC Dec 2021 – Nov 2022

Lead ServiceDesk Engineer

Troubleshoot applications such as SolidWorks, Anaqua, Best Access, iManage Work 10 and iTimeKeep

Troubleshoot Citrix so users are able to access their work environment

Set up conference rooms with MS Teams/Zoom/WebEx/Video Conferencing applications (ex: Launcher)

Workstation and mobile device setup for onboarding employees

Configure VOIP phones for new employees

Respond to all customer inquiries and provides end-to-end ownership (logging, tracking, resolution and reporting) of Help Desk incidents and Service Requests via HEAT/ServiceNow

Main point of contact when coordinating vendors on site and following up

Achieving Service Level Agreements and Create knowledge based articles

Troubleshoot and resolve Tier I and II incidents to include: service requests, incidents, software installation, printer support, hardware support (desktop, laptop, peripheral)

Convert CAD files via SolidWorks

Multi-factor authentication configuration for end users mobile devices

Asset tag products to keep track of all inventory

Department of State, Digital Management Inc, Beltsville, MD Sept 2019 – Sept 2021

Tier 2 Deskside Support/ System Administrator

Create 100+ tickets weekly using Remedy/ServiceNow applications

Active Directory

SCCM Remote Viewer

Create Outage tickets for domestic and oversea issues that occurs

Customer service

Ensure all established Service Level Agreements (SLA’s) are strictly adhered to and followed

FBI, Washington, DC July 2017 – Aug 2019

Mail Clerk, Tier 2

Process and distribute mail

Create and carry packages 50lbs+

Create and print out labels for outgoing mail

Asurion, Sterling, VA Aug 2016 – Jan 2017

Software QA Automation Engineer Intern

Execute 15+ test cases daily using the proper applications to ensure full functionality · Use applications such as Eclipse and Toad

Enhance and create keywords driven java framework resulting in increased functionality and better use of resources

Familiar with coding regarding automated test scripts

Cross-platform experience using the Eclipse applications to run manual or automated test cases

During the proxy URL project, I tokenized certain key words to allow the scripts to run successfully

Used Excel when executing scripts for automated tests to receive a pass or fail at the end of execution

Worked on multiple test cases for a numerous number of clients daily

Contact this candidate