Rusty Cooper Email & Phone Number

Madison, Wi, Us

Leads the IT Support, IT Training and Development, and ITSM teams (ServiceNow).Designs and delivers effective key management reports, project updates, and progress reports for management. Understand the drivers of key metrics and proactively manage performance. Reports on support operations on a weekly, monthly, and quarterly basisResponsible for leading the IT teams IITL and ITSM delivery (Major Incident, Incident, Problem, Change Management, Service Request, and Knowledge Management).Creates and maintains a strategy to drive down support demand and increase service levels.Demonstrates leadership with a strong sense of ownership as a leader in the Operations and Support organization.Defines, designs, and implements processes and procedures based on industry best practices related to Incident, Problem, Service Request, Knowledge and Change ManagementDevelops future service management strategies and needs, identifying staff, tools, and support requirements as necessary to ensure that operational and support processes are working as expected.Serves as point of escalation for major service disruptions and ensures appropriate communication channels are used effectively to notify end-users and stakeholders.Partners with IT Architects, Application Development teams, and ITSM Tool development team acting as a key stakeholder/customerBuilds and continually develops relationships with the broader IT organizationManages to resolution all major incidents as well as all problem, service request, and change management functions, reviews resolution outcomes for continuous improvement and process adherence.Manages staff including all levels of associates. Provides coaching and other performance feedback. Assigns tasks to staff to allow them to reach their development potential.Results-driven leader able to effectively drive organizational change.

Madison, Wi, Us

Manages the internal support team and acts as a support resourceDevelops, and regularly evaluates, Service Level Agreements for the support of Information Technology ServicesMaintains the data validity and integrity of the ticketing system through regular ticket reviews and guidance for all internal Fairway support teams.Develops, implements, and maintains support proceduresOversees escalations for technical issues to the appropriate support group. Supports escalations will include internal divisions of IT and managed partnersEnsures adequate communications for all service disruptions are handled according to ITIL best practices and internal policies/proceduresWorks closely with the VP of Branch Support to assure support processes are being maintained.Leads proactive team efforts to achieve departmental and company goals

Richardson, Texas, Us

Ran weekly service desk team meetings with prepared agendasPrimary on-call for the Service DeskCreated the production support reports and held a weekly global meeting to report on global and regional KPIs (North America, Asia Pacific, Europe): Previous week’s Priority 1 and 2 ticket review Global and Regional Department’s MTTR ( Mean Time to Resolve) Departmental Aging (Active tickets over 30 days old) Top 20 Aged tickets per region and ticket assignee Ticket survey feedback RCA overview (Root Cause Analysis)Created Service Desk SOPs to promote consistency for Service Desk analystsCreated Fossil IT’s priority ticket process and managed all priority ticket communications to Fossil senior IT management.Assisted with the implementation of the Service Desk’s new ticketing system (CA Nimsoft), created the ticket processes to be in line with ITIL standards.Responsible for communicating all IT maintenance notifications to the Fossil business via email notifications.Created real time report dashboards using the Xtraction reporting application. Created reports for other IT departments as requested.Performed weekly one on ones with my team of six desk side technicians.Performed quality assurance monitoring of agent tickets and phone calls.Responsible for creating work schedules that meet call volume peak timesResponsible for career development of Service Desk staffResponsible for managing staff overtime costs and time correctionsResponsible for interviewing and hiring Service Desk staff.Responsible for delivering performance improvement plans, corrective actions, and terminations of Service Desk staff.

Richardson, Texas, Us

Responsible for taking incoming support calls from internal Fossil employees.Responsible for logging all incidents and requests in the ticket tracking system as well as documenting all troubleshooting steps.Responsible for meeting all KPI goals set forth by Service Desk managementPerformed desk side support duties when issues could not be resolved over the phone.

Denver, Colorado, Us

Responsible for taking incoming support calls from Blockbuster stores covering a wide range of issues from password resets to troubleshooting store POS and network connectivity.

Miami, Florida, Us

Monitored HP Openview Operations and responded to a variety of network connectivity and server errors.Developed and maintained the Helpdesk's SharePoint siteTrained, developed, and coached a team of five first level analystsGenerated weekly and monthly departmental KPI reports for helpdesk managementGenerated call interval reports for helpdesk workforce managementCreated training documentation for new employeesResponsible for training new employeesPoint of contact for senior management regarding critical IT issuesGenerated any necessary corporate IT updates via email and corporate voicemail recordingsResponsible for answering IT support call from CompUSA corporate and retail employees

Miami, Florida, Us

Responsible for answering first level IT support calls from CompUSA corporate employees and retail locations.Took escalation calls from first level support agentsWorked critical issues and recorded critical issues via corporate wide voicemailsWorked issues emailed from the field to the corporate helpdesk

Miami, Florida, Us

Responsible for answering first level IT support calls from CompUSA corporate employees and retail locations.