Ryan Copper Email & Phone Number

Midlothian, Virginia, Us

• Function as part of an IT team to support multiple medium-to-large businesses with their IT needs, including patching, backup management, hardware triage, hardware deployment, end-user system troubleshooting and remediation. • Document tickets through Kaseya BMS, as well as establish workflows for multiple clients through said system to route tickets logically to correct queues and departments. • Perform on-boarding/offboarding for users per specific client standard operating procedures, including Active Directory, Microsoft 365, G Suite and Azure AD Connect administration. • Conduct on-site visits to deploy servers and systems, and perform networking troubleshooting and printer configuration. • Monitor networks of multiple clients through Remote Monitoring and Management platforms (Managed Workplace, Kaseya VSA). • Construct and improve upon internal documentation for each client through Kaseya’s ITGlue platform. • Administer email systems, including spam and phishing countermeasures through Microsoft 365 Admin Center and G Suite. • Maintain inventory of software licenses and coordinating with sales team when licenses need to be procured.

Menlo Park, Ca, Us

• Provided IT support on-site and via phone, fixing hardware and software, and resolving tickets through Spiceworks• Coordinated IT-related onboarding processes for new users, including equipment requirements gathering, shipping logistics and account provisioning. Averaged 30-60 tickets handled on any given day.• Participated in coordinating and executing a company-wide effort to upgrade all PC hardware to Windows 10. This helped the business become compliant with the support cycle of Windows software.• Conducted hardware recycling efforts to remove aging computer equipment out of the corporate ecosystem, thus allowing us to procure newer hardware.• Administered inventory addition, deletion and movement through Spiceworks and AssetPanda, and spam email filtration, black- and whitelisting, and SPF through Symantec Email Security.Cloud.

Menlo Park, Ca, Us

• Provided remote IT support via phone, chat and email to corporate clients, utilizing an in-house ticketing system to resolve issues.• Planned and constructed a proof-of-concept for system to fully automate a batch FTP upload and download process to multiple FTP process. The process previously took 3 1/2 hours for manual completion.• Assisted Network Administrator with troubleshooting network issues as needed.

Menlo Park, Ca, Us

• Provided IT support via phone to Nurses, CPAs and Doctors • Utilized the Symphony ServiceNow ticketing system to log incidences, transfer to separate departments, create internal dispatches, and to track ticket progress and completion.• Conducted outbound calls to users for information-gathering and notification of issue resolution.• Developed internal documentation for common processes for support staff.• Researched methods to improve call center workflow and business processes• Administered 2FA, Citrix Secure Hub and Windows accounts for users while maintaining corporate security standards.

Glen Allen, Va, Us

• Provided IT support via phone and chat to Financial Advisors and Client Associates within Wells Fargo.• Utilized the BMC Remedy (PAC2000) ticketing system to log incidences, transfer to separate departments, create vendor and internal dispatches, and to track ticket progress and completion.• Developed documentation for common processes for support staff.• Administered 2FA and Windows accounts for customers while maintaining corporate security standards.

Hanover, Md, Us

• Took part in a nationwide upgrade of WalMart POS units, including logic units and debit card readers, and installation of mounting brackets.• Participated as part of a nationwide inventory and survey of individual Wells Fargo Building Automation Systems at Virginia-based branches and ATMs to determine online accessibility and record information.

Saint-Ouen, France, Fr

• Advised clients of credit card benefits, averaging 60 calls per day and providing a high level of customer service.• Initiated claims and provided claim status for clients experiencing rental car damage and travel issues.

• Assisted with and resolved individual customers’ inquiries pertaining to hardware and software issues with Apple™ iOS devices (iPod Touches, iPhones, and iPads).• Redirected misrouted calls to appropriate call queues, ensuring accurate redirects via consulting prior to warm-transferring customers.• Registered customers with protection plans appropriate for their device(s), and thoroughly explained the benefits of those plans.

Bachelors, Business Information Systems

Associates, Applied Arts And Sciences For Transfer