Tech Support Technical
Resume:
RICKY COOPER
**** ******** ******, *********, ***** 76002 817-***-**** ***********@*****.***
IT DESKTOP TECH SUPPORT TECHNICIAN
QUALIFICATIONS PROFILE
Results-oriented and innovative IT professional, offering broad-based experience in help desk and technical support, application management, and systems administration. Proficient in software and systems maintenance, end-user collaboration, and issue resolution. Expert in the design, implementation, and support of IT services and systems with focus on networking infrastructure deployment and management. Adept at accomplishing major integrations, and improvements on time, within budget, and with minimal disruption to operations. AREAS OF EXPERTISE
iPhone & Android Tech Support Data Migration iOS Apple & Microsoft OS Support Cloud Administration Operational Streamlining VIP IT Tech Support Team Member
Strategic Planning and Implementation Hardware and Software Administration System Installation and Configuration Time Management and Prioritization PROFESSIONAL EXPERIENCE
ALLIED DIGITAL/ SANTANDER CONSUMER BANK. DALLAS, TX. DESKSIDE SERVICES TECHNICIAN – JAN 2024 – CURRENT
Perform troubleshooting, repair, and preventive maintenance for end user computing equipment.
Provide onsite/remote support to Authorized Users with operational and technical support and meet specified SLAs.
Support Authorized Users in connecting or attempting to connect to corporate networks.
Proficient with many software management tools like: Active Directory / Cisco AnyConnect / SCCM / Windows Software Center Tool / BeyondTrust Remote Support / Lansweeper 10.4. .
Provide software brake/fix services and replacement of non-warranty assets for end users.
Provide VIP/White-glove, executive level support.
Provide VIP/White-glove, executive level support.
Support/Troubleshoot Win 10, 11, OS and O365.
Sound Knowledge of imaging tools.
Service Now Knowledge.
GLOBAL / MCKESSON INC. IRVING, TX.
DESKTOP SUPPORT TECHNICIAN – JULY 2022 – DEC 2023
Desktop Technician with the McKesson IT Team that imagined desktops & laptops to spec.
Responsible for all assets management logistics from new to existing users loading image/data migration.
Service Now Ticketing System Certified.
Proficient with many software management tools like: Active Directory / Cisco AnyConnect / SCCM / Windows Software Center Tool / BeyondTrust Remote Support / Landsweeper 10.4. NTT DATA / GM FINANCIAL. ARLINGTON, TX
IT TECH SUPPORT SPECIALIST Jul 2021 – Jul 2022
Team Member with the GMF Image Team. Imaged laptops to spec.
I emailed a “Refresh Requests” Notification and scheduled a time with users to make sure the process is 100% complete.
Proficient with the following Software Management Tools: Lansweeper 10.4 / BeyondTrust Remote Support / Cisco RICKY COOPER
8229 Atherton Street, Arlington, Texas 76002 817-***-**** ***********@*****.*** 2 P a g e
AnyConnect / SCCM Software Center / Avaya Software Setup tool.
Service Now Ticketing System.
Top tier Customer Service & Inventory Management skills. LANDSOFT/ UNISYS FLOWSERVE CORPORATION, IRVING, TX IT TECH SUPPORT SPECIALIST jul 2020 -- Jan 2021
Provided Service Desk Support, field service and network managed services support for users at the Word Headquarters for Flowserve Corporation.
Exceeded the target of 90% first time T.O.S resolution rate, ensuring reliable services to users.
Responsible for all asset management logistics from new to existing users loading image/ data migration on Dell, Lenovo, Microsoft laptops.
Service Now Ticketing System.
BUCHANAN TECHNOLOGIES ALCON VISION LLC, FORT WORTH, TX IT Administrator Oct 2019–May 2020
Provided assistance to users in dealing with application issues; hardware problems; hardware/software requests; mobile device /connectivity issues; password; LAN/WAN; and new user accounts.
Rendered support in migrating Office 365 email and resolving Lync and Skype issues.
Assumed responsibility in handling all voice over internet protocol (VoIP)Cisco Systems.
Conducted re-imaging of users’ desktop and laptop to specification. INSIGHT GLOBAL, HCA HEALTHCARE, DALLAS-FORT WORTH (DFW) METROPLEX Information Technology & Support (IT&S) Administrator Sep 2018–Oct 2019
Delivered exceptional service and support to diverse healthcare settings, such as hospitals, physician practices, and surgery centers across the DFW locations.
Offered support to users within HCA’s portfolio, from physician to medical assistance on hardware and software support onsite or through Dameware remote portal.
Took charge of inventory and compliance of all hardware and software, including Windows 7 and 10 across the North Texas Division.
Collaborated with system engineers in ensuring excellent experience of all HCA team members and patients. SUPER GROUP INC., LOCKHEED MARTIN, FORT WORTH, TX
Senior IT Administrator Jun 2016–Jun 2018
Directly provided assistance on the F35 Engineering Development Network and Lockheed Martin PC infrastructure.
Installed applications and resolved all software issues for Windows and Linux operating systems.
Carried out PC staging, imaging, and deployment as well as end-user connectivity and software assistance.
Oversaw the monitoring of ticket while adhering to the service level agreement (SLA) .
Performed reimaging using remote desktop portal, User State Migration Tool (USMT), and Data Bridge tools.
Conducted basic support and troubleshooting of VMware, UNIX, and Linux. ACET, ARLINGTON, TX
Senior Help Desk Analyst Apr 2013–May 2016
Acted as the senior support and help desk technician for the National Service Desk (NSD) of the Department of Veteran Affairs (VA).
Collaborated with the Tier 1 Team in helping VA users with service desk management and remedy system.
Assisted several regions in the VA system, such as NSD Veterans Health Administration (VHA) and Veteran Benefits Administration (VBA).
Supported and resolved issues on virtual private network (VPN), Citrix Access Group (CAG), and rescue as well as handled the missing and unpublished public key infrastructure (PKI) certificates of VA users to the global address list (GAL)
Deal with and provided solutions to all IT-related concerns for customers on several VA applications. GAMESTOP CO., GRAPEVINE, TX
IT Support Jul 2012–Dec 2012
Completed the assigned projects in various company’s locations in collaboration with the Break Fix and Data Transfer teams.
Helped with the installation of Windows 7 to all computers. ANTHELIO HEALTH GROUP, DALLAS, TX
RICKY COOPER
8229 Atherton Street, Arlington, Texas 76002 817-***-**** ***********@*****.*** 3 P a g e
IT Support Feb 2012–Jul 2012
Installed Windows 7 and XP on all the devices of users.
Worked as part of the Remote Coder’s Support Group, with tasks of providing help with data migration.
Performed systematic assessment of the computer’s specifications. PITNEY BOWES PRINT MANAGEMENT, KIRKLAND, WA
Technical Engineer Apr 2003–Apr 2011
Administered the processing and maintenance of total imaging solution of user’s printers, copier machine, and e-fax system.
Served as an integral member of the company’s Employee Engagement Survey Task Force. Accomplishments:
Handled the prevention of accidental issues in document security through keen oversight of user’s privileges.
Successfully achieved a 1.64-hour service call response time and 4.35-hour resolution time for an average of five service calls daily.
Decreased callback by 0.21% and reschedule rate by 4.5%, thus obtaining significant reduction on company’s costs. EDUCATION
Associate degree in Electronics
SOUTHERN TECHNICAL COLLEGE, SHREVEPORT, LA
JUNE 1992
PROFESSIONAL DEVELOPMENT
Certification:
CompTIA A+ Service Now Ticketing Systems
Dell Tech Support HP Tech Support IBM Lenovo Support NSD Symantec Endpoint Encryption CA Service Desk Manager (SDM) v12.7 Service Desk Analyst (WBT) Microsoft
Microsoft Office Suite 2016
Training Course:
Windows Mac OS Dell HP Cisco \ AVAYA VoIP & Windows Networking + IBM Lenovo OKI Data Xerox/Tektronix Customer Support TECHNICAL ACUMEN
Software Service Central SCCM Software Center Configuration Manager Cisco Anyconnect Landsweeper / Service Manager
Hardware
Personal Computer Mac Laptops Tablets Smartphones Docking Stations & Peripherals VoIP Phone Systems Routers Switches Printers Copiers LAN/WAN/Access Points UPS Systems
Windows 7,10,11, OS Linux Remote Desktop Portal Service Desk Manager Active Directory Support Symantec Endpoint Encryption BitLocker Ghost Networking Concepts (TCP/IP, Routing, DHCP, and DNS)
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