Daniel Cooper Email & Phone Number

Washington, Dc, Us

Washington Dc-Baltimore Area

Manage enterprise-wide configuration management systems (JAMF, SCCM, and Tanium) and associated integrations.• Participate in campus-wide enterprise desktop projects and establish best practices for ensuring a reliable, cost-efficient, scalable, and secure desktop computing environment for faculty, staff, and students.• Develop appropriate business cases and technical solutions for enterprise-wide projects, including identifying technical implementation plans, cost/benefits, risk analysis, capital and operating expenditures, technical road maps, and project timelines/deliverables/milestones.• Manage and/or participate in cross-functional projects and teams, including team leaders, engineers, system administrators, and end-user support staff.• Work directly with individuals on many levels - university-wide technology providers, faculty and students in academic areas, management, and executives in administrative groups - to find the right stakeholders, key decision makers, and subject matter experts for projects.

Initiated and executed basic end-user troubleshooting and desktop support on Windows, Linux, and Mac systems.Engaged with customers to identify needs, budget, and proposed use to recommend appropriate products.Managed and processed multiple user actions and requests utilizing Zendesk ticketing systems, setting up Zendesk macros, installing and managing extensions, as well as experimenting with Zendesk API. Evaluated and simplified user problems using test scripts, personal expertise, and probing questions.Set up PC and Apple desktops, laptops, and mobile devices; installed Apple and Microsoft software; repaired Apple and Dell hardware.Removed malware, ransomware, and other threats from laptops and desktop systems; followed company policies and IT best practices to ensure computer security.Coordinated Tier 1 IT support for non-technical users and personnel via desk-side support services; employed active listening and problem-solving skills to resolve complicated technical issues.

Directed and motivated a staff of eight team members responsible for efficiently administering complex IT infrastructure.Performed installations of various Apple and Microsoft software programs; modified and repaired Apple and Dell hardware with a focus on quickly resolving technical issues.