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.

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.

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).

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.

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.

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.