Active Directory

DANA CLARK COOPER II

Wilson, NC 919-***-**** ************@*****.***

LinkedIn Profile: https://www.linkedin.com/in/dana-cooper-ii-418637373/

https://www.linkedin.com/in/dana-cooper-ii-418637373/

TECHNICAL SKILLS

Microsoft Office Suite 2010, 2013, 2016 & Office 365, Windows 7/10 / 11, Hardware/Software installations, Microsoft Networking, Network Implementation, TCP/IP configuration, Preventative System Maintenance, Active Directory, Troubleshooting/diagnosing software and hardware issues, ServiceNow, Remote Desktop, Cisco VPN, Skype, WebEx, Web Browsers (IE, Edge, Firefox, Chrome), Virus Protection (Symantec, Micro Trend, McAfee & Norton)

TECHNICAL TRAINING & CERTIFICATIONS

DCSE (Dell Certified System Expert),

College/School: ECPI – Computer Repair and Maintenance, High School Diploma

Eagle Scout

EXPERIENCE

Oxy (contract with HCL) Worked from Home 03/2021-07/2025

•Worked as one of the Team Leads

•Active Directory assistance

•Support Outlook/Exchange Support

•Software functionality

•Escalate out of scope issues to the correct resolution group

•Genesys and Teams telephone issues

•Windows 11

Blue Cross of North Carolina (contract with CyNet and HCL) Cary, NC 02/2019-03/2021

•Active Directory assistance

•Supported Outlook/Exchange Support

•Software functionality

•Escalate out of scope issues to the correct resolution group

•Genesys and Teams telephone issues

Pfizer (contract with Peak) Rocky Mount, NC 11/2018-1/2019

•Assisted users with problems with their computers

•Resolved issues users were having with their local Network printers.

•Rebooted servers within one of the local server rooms.

•Provided users with support in setting up and moving loaned laptops and a television.

Anthem Advanced Technical Support (Contract with CDI) Worked from home. 12/2017-7/2018

•Support Windows 7 / 10

•Imaging and installing PC/laptops

•Support TN3270

•Active Directory

•Support MS Office 2012/2016

•Support Adobe

•Support Wireless Access Points

•Assisted end users with advanced problems that could not be fixed at Level 1.

•Fixed download problems and Java issues.

•Addressed situations when users were unable to view images on computer.

•Trained end users with software or hardware issues they were unable to understand.

•Provided ongoing support for outstanding Microsoft Office issues. (Specifically, Word and Excel).

Anthem Enterprise Service Desk (Contract with WebXL Systems, Inc.) Cary, NC 12/2015-9/2017

•Support Windows 7

•Support TN3270

•Active Directory

•Support MS Office 2012/2016

•Support Adobe

•Support Wireless Access Points

•Assisted end users with account lockout and password resets.

•Resolved Internet Explorer browser issues.

•Addressed company iPhone and iPad problems in a timely manner.

•Installed local/network drivers/printers and fixed ongoing problems for customers.

•Updated user’s software on computer, made sure all SW was working as designed on various platforms.

•Fixed VPN issues enabling end user to connect to network.

•Handled various Level 1 issues over the phone when calls came into center.

•Customer Satisfaction rates were always in the top 5% of the team.

BB&T Bank (Contract) Project Coordinator Wilson, NC 8/2015-12/2015

•Assisted with bank acquistion

•Assisted the user moving from their old bank over to the BB&T systems

•Setup service calls.

•Worked with Technicians while transferring the bank to BB&T.

Xerox at NC Quick Pass (Contract) System Administrator Morrisville, NC 5/2015-8/2015

•Windows 7

•Active Directory

•MS Office 2012/2016

•Support Adobe

•Created accounts for new users in two different systems (what were the systems?)

•Unlocked accounts and reset passwords as needed by the clients.

•Tackled problems with facility computers and printers as needed.

•Assisted with network issues as they happened within the department.

•Updated customers Java Exceptions list to allow programs to run flawlessly.

•Walked through various areas to see if users needed assistance with any HW/SW concerns.

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