Kari Cooper Email & Phone Number

Vicenza, Veneto, Italy

Lead, manage, and evaluate a team of eleven Service Desk Technicians across three countries, delegating responsibilities and providing instruction in support of the Department of Defense Education Activity (DoDEA) Europe Schools.• Manage the ITSM system to ensure accuracy and completeness of the ITSM tickets• Verify ticket accuracy prior to escalation to Tier II/III• Provide conflict resolution with the customers, and develop performance improvement plans when necessary• Provide weekly reports on staffing issues affecting operational readiness, performance reports, technical issues• Analyze ticket trends and data to locate patterns and areas of improvement, to include those not meeting SLAs• Conduct mid-year and annual Performance Evaluations, and assist the SDTs with goal setting for the next year• Perform SDT duties and responsibilities as needed

Stuttgart, Baden-Württemberg, Germany

Provided technical support for Department of Defense Education Activity (DoDEA) Europe schools and District Support/Field Offices. Applied diagnostic techniques to identify problems, investigate causes, and recommend solutions thereby rendering a learning environment that runs smoothly and without complications. Provide excellent customer service to meet customer needs and satisfaction.• Maintain system compliance and software via Microsoft’s System Center Configuration Manager (SCCM)• Provide training on virtual private networks (VPN)• Document and track user account creations, terminations and reset requests• Assist teachers in use of scanners, digital senders, projectors, and Smartboards• Setup video-conference, audio-visual equipment, and other electronic devices for presentations or conferencesLarge projects completed include:• Upgraded 800 computers from Windows 7 to Windows 10• Imaged, configured, and deployed computers at three schools as part of the Computer Acquisition Program: approximately 1,100 computers• Configured new copiers during a Printer Acquisition and Change-Over Program

Oceanside, California, United States

Orchestrated a team of eight Technicians in support of The United States Marine Corps DoD Windows 10 migration while ensuring adherence to Contract policies and procedures. Managed scheduling & coordination for each assignment and tracked the completion metrics for each technician.• Guided troubleshooting for hardware, software, and computer peripherals in accordance with Contract requirements• Verified accuracy & completion of paperwork, and managed detailed records of the completed migrations• Completed daily reports for the Customer, and weekly team timesheets submitted to Human Resources (HR)

Fort Worth, Texas, United States

In furtherance of the mission of The U.S. Army Corps of Engineers (USACE) exceptional technical, operational, and training support was provided to the end-user via telephone and online interactions. Acquired the lead role in organizing the Windows 10 migration for USACE employees throughout the Fort Worth District.• Executed scheduling, data back-up, imaging/configuring/deploying peripherals, revamped & managed the master spreadsheet, and presented weekly reports to the Management Team & Department Heads• Rendered support for Active Directory accounts (creation & troubleshooting); stand-alone & network peripherals**Company was formally known as Allstaff Technical Solutions, Inc during my employment.

Washington, District Of Columbia, United States

Furthered the mission by creating new & refining existing Knowledge Based Articles, leading projects, and training others. Created an instructional document for instructors and new employees for use during the New Employee IT Orientation. Spearheaded the iPhone Configuration & Deployment objective and Deployment Orientations. Provided Lead Support for the Thin Laptop Refresh Deployment. Additional day-to-day Tier I/II support included:• Installation, configuration, administration, and troubleshooting of peripherals, Citrix, Active Directory accounts, and Microsoft Exchange email• Inventory and asset management tracking• Provided end-user training on applications, government & military policies, and procedures• Escalated issues to onsite management and centralized resources, as appropriate• Documented problems/issues/requests via the online ticketing systemAs Quality Assurance (QA) Specialist, focus shifted to overseeing quality across the program. Worked closely with the Project Manager and Team Lead to evaluate the alignment of controls & metrics with program objectives and standard operating procedures (SOP). Through QA evaluations and recommendations, the Help Desk Team maintained an average 98% service level agreement (SLA).• Completed weekly, monthly, quarterly, and annual reports for the Customer• Investigated customer complaints; Introduced and tracked corrective actions and opportunities for improvement• Conducted internal inspections and metrics analysis, and guided problem management in accordance with operational rhythm and schedule• Collaborated with other stakeholders and team members to develop solutions, prepare documentation and reports, and analyze & summarize performance trends

Pearl Harbor, Hawaii

• Provided executive administrative support to the Business Officer and staff to include assisting with emails, phone calls, faxes, sorting and filing incoming mail, and mailing outgoing correspondence packages• Maintained calendars including arranging appointments and filing travel requests• Prepared official training documents (SF-182’s) and PowerPoint presentations, assembled bi-weekly briefing folders, and prepared supply requests• Assisted with the bi-annual Board of Directors Meeting to include managing logistics involving ordering materials for the daily tasks, printing briefings for all binders, set-up and take-down of equipment at the venue, and controlling the briefs for each presenter• Cross-trained with the Management Services Department including updating the filing system containing years’ worth of SF-182 documents; created a system that enabled the staff to easily retrieve and reference the necessary material• Assisted with the preparation of the Length of Service awards in support of Command Presentations, and wrote a Retirement Letter for a departing employee at the request of the Division Head