It Support Customer Service

DAVID L. COOPER

**************@*****.*** 513-***-**** LinkedIn Cincinnati, Ohio

OBJECTIVE

Proactive and results-driven professional with a CompTIA A+ Certification, eager to leverage a strong foundation in operations oversight, quality management, and technical problem-solving within the IT sector. Demonstrated expertise in team development, innovative troubleshooting, and delivering top-tier customer support, committed to driving efficiency and effectiveness in technology environments. Bring strategic thinking and hands-on technical skills to a dynamic IT role.

CORE COMPETENCIES

Client Experience

Problem Resolution

Systems Management

Equipment Management

Training & Development

Project Management

Process Improvement

Troubleshooting

Communication

TECHNICAL SKILLS

● Operating Systems & Software Support: Proficient in Windows, macOS, and Linux; experienced with Microsoft Office and Google Workspace; skilled in software installation and configuration (antivirus, productivity tools).

● Troubleshooting & Problem Resolution: Expertise in resolving hardware and software issues; familiar with ticketing systems like ServiceNow.

● Network & Security Fundamentals: Knowledge of IP addressing, DNS, DHCP, and TCP/IP; basic networking skills including VPN setup and firewall configuration; basic cybersecurity awareness, including malware removal.

● Active Directory & User Management: Manage user permissions and group policies; manage passwords and multi-factor authentication.

● Remote Support & Device Management: Skilled in remote desktop protocol and have experience with mobile device management and device configuration.

● Cloud Applications & Backup Solutions: Support for Office 365 and SaaS applications; knowledge of data backup and recovery procedures, including cloud solutions.

● Hardware Installation & Configuration: Installing and setting up printers, workstations, and peripherals; managing file and print server permissions.

● Documentation & Communication Skills: Creating user guides and documenting solutions; strong customer service abilities, including effective communication, patience, and empathy.

● Scripting & ITIL Knowledge: Basic scripting skills in PowerShell and Bash for task automation; understanding of ITIL framework principles related to incident management and service delivery. EDUCATION

● Per Scholas, Cincinnati, OH – IT Support Certificate of Completion, November 2024

● Middletown City Schools, Middletown, OH – GED Certificate, 2011 CERTIFICATIONS

● CompTIA A+ - CompTIA, November 2024

● Per Scholas IT Support UCI 1024 Badge - Per Scholas, November 2024

● ServiceNow Badge - ITSM, November 20224

● IT Service Desk Customer Service Fundamentals - National Association of State Boards of Accountancy, October 2024

EXPERIENCE

IT Support Technical Trainee

Hands-on intensive 400+ hours of training August 2024 – November 2024

● Underwent comprehensive technical training in IT support, covering hardware, software, network troubleshooting, and customer service.

● Delivered front-line support through ticketing systems, troubleshooting hardware/software issues, and ensuring high levels of customer satisfaction.

● Contributed to system documentation and knowledge bases, ensuring detailed and accurate troubleshooting guides for internal use.

● Actively participated in team projects to enhance IT support procedures and collaborated on creating innovative solutions to improve system performance.

● Demonstrated adaptability and continuous learning by applying new IT skills to real-world scenarios and customer interactions.

Regal Entertainment Group

General Manager Indianapolis, IN June 2009 – August 2009 Assistant Manager Mason, OH May 2008 – June 2009

● Managed day-to-day operations for a high-traffic entertainment venue, overseeing staff, budgets, inventory, and facility maintenance to ensure a smooth customer experience.

● Supervised the operation and maintenance of IT systems, including POS systems, digital signage, and security technologies.

● Led customer service initiatives, responding quickly to operational disruptions and technical issues to minimize the impact on service quality.

● Trained and mentored staff in using IT tools and systems, improving efficiency and enabling team members to resolve basic technical issues independently.

● Analyzed sales data, employee performance metrics, and customer feedback to drive service improvements and operational efficiency.

● Coordinated cross-departmental efforts to implement new technology and improve workflow processes. Complete Care Services

Owner/Operator Cincinnati, OH January 1992 – February 2008

● Founded and operated a service-based business, managed scheduling, billing, and inventory management.

● Managed business finances, including budgeting, forecasting, and expense management, utilizing financial software to ensure accuracy and efficiency.

● Developed and implemented training programs for new hires, including onboarding, customer service, and performance evaluation.

● Continuously assessed workflows, implemented process improvements, and applied analytical problem-solving techniques to optimize operations.

● Managed vendor relationships, negotiated contracts for services, and ensured the organization had access to necessary resources.

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