Arthur B. Cooper, A+, Network+, MCP, MCTS

** ******** **** ********, ** 07728 732-***-**** adok0g@r.postjobfree.com

https://www.linkedin.com/in/arthur-cooper-834b942b/

Desktop /Help Desk Analyst and Support Technician

Call Center Technologies ~ Help Desk ~ Desktop ~ Strategic Troubleshooting

Dedicated IT professional with extensive experience providing technical services and support in diverse environments. Proven history coordinating daily systems operations and advanced-level desktop support for both large-scale and small-scale networks. Track record of success configuring and deploying wired and wireless network solutions. Broad based experience in retail, government, technology, and pharmaceutical industries. Excellent communicator with an aptitude for forging and managing client and partner relationships. Strategic problem-solver; can troubleshoot and resolve complex issues independently and within a team atmosphere. Demonstrated expertise in analyzing client needs, developing strategies to improve workflow, and recommending technical solutions and products.

Professional Competencies

•12+ years Law Firm experience

•A flexible team player

•A proactive, forward thinker with a go-getter personality and a strong sense of urgency

•Ability to adapt to change

•Asset management

•Batch script development

•Broad-based experience in retail, government, technology, and pharmaceutical industries

•Call center management

•Communication & negotiation

•Customer management Skills

•Excellent customer service

•Experience in Real Estate

•Experience with email security (Proofpoint)

•Experience with screen capture software

•Expert level with excel formulas

•Familiarity with SAN & NAS devices

•Familiarity with Wi-Fi technology

•Fast learning skills and adaptability

•Knowledge of VMWare

•Mobile device support and management experience

•Phone System Administration

•Process improvement

•Quality Assurance/Quality Control

•Relationship management

•Self-Starter

•Strong analytical skills

•Strong organizational, analytical, and problem-solving skills

•Strong service delivery focus

•System/Network administration

•Takes ownership of tasks and follows through to the end

•Takes responsibility for the quality of work performed

•Team Lead and Supervisory experience

•Technical service provide sales

•Telecommuting

•Time management skills

•Troubleshooting/Issue resolution

•VOIP Systems

•Willingness to assist others

•Worked as a civilian for US Army (2008 to 2011)

Professional Experience

Coforge Tech – Princeton, NJ – 12/7/2021 to 8/13/2021

IT TEAM LEADER

On-boarding and releasing of IT assets to employees, asset management, Windows 10 reimaging of Dell laptops, Active Directory (AD) functions, Office 365 installations, Helpdesk/Desktop support, escalation to vendors and coordination, virtual server, McAfee, OneDrive, Forcepoint hybrid, managing unified communications tools like Teams, video conferencing, authored several technical documents, and wrote batch scripts to automate processes. Training Level 1 engineers on various aspects of the job.

Cincinnati Bell Technology Solutions INC. [CBTS] (Barnes & Noble) – Monroe, NJ – 12/19/2018 to 03/31/2020

NETWORK TECHNICIAN CONSULTANT\IT TECHNICAL SUPPORT

Coordinates the installation of the new Mitel VoIP phone system in Barnes & Noble stores across the country with an onsite technician. Verifying inventory prior to installation. Managing and configuring ports on Cisco 3560 PoE switches during installation. Configuring of desktop phones according to their extension. Verifying all new desktop and cordless phones can both send and receive calls. Ensure that all desk phones ring in a specific manner. Coordinates the installation of a Viking adapter, Audiocodes MP114 (media gateway), and various commercial amplifiers for the new Mitel phone system. Supporting the new Mitel desktop and cordless phones when issues arise. Configuring, testing, and troubleshooting of replacement desk and cordless phones. Experience and familiarity with Cisco Meraki 12 port routers. Updated ServiceNow tickets on a daily basis.

IT Freelancer – NJ – 01/22/2018 to 12/18/2018

INDEPENDENT BREAK FIX CONSULTANT\IT TECHNICAL SUPPORT

Back up user profile information from computers to be replaced. Setup new computers on a small network. Install new switches. Setup a WDMyCloud Server with multiple backup solutions. Set up a scan to server function as well as multiple printers. Restore data both to computers and to the cloud server to be accessed by all. Perform regular maintenance of computers.

Randstad Technologies (Bessemer Trust) – Woodbridge, NJ – 08/28/2017 to 01/19/2018

SENIOR HELPDESK SUPPORT ANALYST

Provided white-glove support to other employees. Produced statements for bank accounts. Utilized ServiceNow on a daily basis. Unlocked and reset passwords for AD accounts and other proprietary systems. Re-enabled accounts for people on FDIC vacation. Directed purchase request tickets to the appropriate team or member once item(s) arrived. Executed a cleanup script on computers with little space left. Managed my team’s problem ticket queue while upholding response and resolution service level agreements. Troubleshoot end-user issues including software and hardware issues. Managed onsite inventory of assets and peripherals to ensure stock is accurate. Worked with outside vendors to efficiently resolve various hardware problems in a timely manner. Continual process improvement and documentation of Standard Operating Procedures (SOPs). Facilitated, and executed day to day activities for Helpdesk team activities. Utilized Service Desk Manager to create and manage tickets. Utilized Active Directory (AD) to create objects as well as add and remove users from groups. Modified user’s e-mail account for Out-Of-Office. Set up users in Mobile Iron to receive work e-mail on their phones. Assigned RSA tokens. Redirecting and terminating of workflows. Utilized Windows 10. Pushed out requested software to user’s machines.

ATOS (Conduent [Formally Xerox Services]) – Hamilton, NJ – 10/14/2013 to 04/27/2017

SYSTEM LEAD TECHNICIAN

A full-time position where I applied a broad and in-depth working knowledge of information technology products and services to more complex assignments. Assisted with more experienced staff in the application of technical concepts, practices, and procedures. Works with clients onsite and over the phone to troubleshoot, analyze, diagnose, and engage appropriate technical resources to resolve client issues. Worked independently to provide prompt and professional desktop service through quick processing and prioritization of a variety of problems. Ensures the most complex customer issues are promptly addressed, documented, and resolved in a timely and professional manner consistent with Standard Operating Procedures (SOPs). Briefs customers as well as management on the status of current resolution efforts and attends weekly and monthly meetings. Served as technical adviser, providing prompt telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel. Initiates tracking and reporting of issues, as well as recommends a means for system improvement including procedural steps, increased training, and enhanced documentation. Managed user onboarding and off boarding processes and configured user profile in active directory. Other technical skills include Avaya phone management and Windows imaging for both desktops and laptops.

Data Glove (RENEWJERSEYSTRONGER.ORG) – Lakewood, NJ – 06/03/2013 to 08/13/2013

DESKTOP SUPPORT TECHNICIAN

Contract position providing a strong desktop support background for level one for all technical issues for workstations on-site and at remote locations. Installed All-In-One computers out of the box. Provide end-user support on Windows 7 machines, printers, scanners, and wireless mice and keyboards. Installation and maintenance of software, windows, MS office, and Fortress. Installation of programs and drivers. Installed printer drivers and updated Java as needed. Responsible for documentation, and routed to appropriate personnel for issue resolution. Participates along with the manager, evaluating hardware, software, and services solutions in alignment with customer's business objectives and needs. Implemented Office 365.

Stonehenge Resources, LLC (L’Oreal USA) – Cranbury, NJ – 12/10/2012 to 12/21/2012

DESKTOP SUPPORT TECHNICIAN

Contract position providing support for existing workstations on-site and remotely. Provided end-user support on Windows XP and Windows 7 machines. Performed imaging on new and existing systems which included capturing personal files, configuring emails, configure archive settings, and mapping drives. Installation of programs and drivers utilizing an administrative account for elevated rights. Installed printer drivers and updated Java as needed.

DISYS (United States Air Force) – McGuire AFB, Fort Dix, and Lakehurst, NJ – 07/2/2012 to 08/31/2012

HELPDESK / DESKTOP SUPPORT TECHNICIAN

Contract position providing support for existing workstations on-site and remotely. Performed imaging on new and existing systems which included capturing personal files, configuring emails, configure archive settings, and mapping drives. Installation of programs and drivers utilizing an administrative account for elevated rights. Ensured departmental goals were achieved by assisting technicians in completing various tasks. Communicated regularly with high ranking USAF personnel from 2nd Lieutenants up to the General. Reduced cost and system downtime by providing quick resolutions of complex technical issues. Provided user support and trouble resolution on Windows 7, Outlook, MS Office, and LAN/Wan connectivity issues.

Utilized third-party software to access Active Directory (AD) to add Windows 7 machines onto the network.

Tracked trouble tickets through the use of TrackWeb 7 software.

Sullivan & Cogliano (Bristol Myers Squibb [BMS]) – Plainsboro, NJ – 09/06/2011 to 01/13/2012

IMAC TECHNICIAN

Contract position to provide technical support to resolve customer’s (users) desktop support issues. In addition, our team provided the imaging and configuration of desktops and laptops for existing users and new hires. We provided training on initial computer setup, application installation, and password management. Tracked my trouble tickets through the use of Remedy software. Managed, scheduled, and performed new equipment installation of sophisticated electronic equipment. My team provided desktop support for 3,500 internal users.

Performed IMAC (Install Moves Adds Changes) related duties as assigned.

Performed software upgrades and preventive maintenance procedures on installed equipment.

Provided resolution to desktop support issue including but not limited to: Windows XP, MS Office, and LAN/WAN connectivity.

Communicate routinely with engineers and designers at the various machine manufacturers to provide critical feedback about design flaws or production problems.

Educational Background

New Horizons Computer Learning Center, Iselin, NJ

CompTIA A+ CompTIA Network+ Microsoft Certified Professional (MCP) Microsoft Certified Technology Specialist (MCTS)

Suburban Technical School, Hempstead, NY, Certificate in Digital Technology

Nassau Community College, Garden City, NY, Coursework in Computer Science, Boolean Math, and Pascal

Technical Skills

Active Directory (AD) Adobe Acrobat Pro® Airwatch Android Avast! AVG Batch Scripting Bit Locker Encryption Software BufferZone Pro CA Unicenter CAMS Citrix DameWare Mini Remote Control DHCP DNS Intune Linksys Routers Lync McAfee AV Mobile Iron Setup MS Office (all versions) MS Office 365 Nero Netgear Routers NetIQ DRA Web Console (For AD) Norton AV Oracle VirtualBox PGP Encryption Software Remedy Ticketing System Remote Desktop Service Desk Manager ServiceNow Symantec AV System Center Configuration Manager (SCCM) TCP/IP TeamViewer Trackweb 7 Ubuntu VMware VPN Windows 7, 8, & 10 Zenworks Asset Management (ZAM) Zone Alarm Pro

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