Troy Cooper Email & Phone Number

Marietta, Ga, Us

Mclean Virginia

● Provide remote technical support and resolve problems to the end user’s satisfaction● Monitor service desk for tickets assigned to the queue and process as assigned● Accept and route incoming phone calls and requests from clients and staff● Determine source of errors by reviewing procedures and actions taken by user(s)● Communicate and document technological solutions● Resolve problems through corrective instructions and consulting with co-workers/vendors● Improve programs by making recommendations● Share client feedback with relevant Ntiva teams and team members and collaborate to ensure above expectation results● Troubleshooting Citrix, Active Directory, Exchange and Office 365 Issue● Providing hardware and software support● Providing support for mobile devices running proprietary and nonproprietary applications. Android.IOS.Windows Phone. Blackberry● Monitoring and responding to Alerts and outages ● Performing server maintenance on all servers, virtual machines, and clusters to ensure they have the proper and most up to date tools to function. VMS, Host, Clusters and Cloud servers. While completing maintenance overnight it is my responsibility to respond to Alerts for, Outages, Security Request, Ping Failures, and Offline Servers. Creating patch reports

Remote

Catonsville Maryland

Tek Systems – Service Desk Analyst/Desktop Support – Catonsville, Maryland 04/15- • Providing Help Desk support to Sony Computer Entertainment America, School Specialty, Best Buy, Manatt Law Firm, Morgan Lewis Law Firm, Littler Law Firm, Visicu Emergency Room Equipment• Managing accounts in active directory • Providing support for mobile devices, laptops tablets.• Assisting users with managing documents in Work Site• Managing RSA tokens using RSA admin console for assigning tokens and delivering soft tokens to users.• Trouble shooting VPN Access • Assisting with DUO SEC secondary verification software• Microsoft office support• Microsoft Windows Support- Supporting all trouble issues involving applications, web applications, plugins and configurations • Resolving hardware and software issues- Addressing all software and hardware concerns. Connectivity issues and all software support.• Utilizing multiple pcs and virtual machines to provide support for multiple clients • Bomgar ,Go2Assist, RDP and remote assistance tools • Service now ticketing system

Atlanta Georgia

Professional ExperienceKamis PRO/LOMA 11/14- Present• Microsoft Windows Support- Supporting all trouble issues involving applications, web applications, plugins and configurations • Active Directory- Adding removing and configuring users across multiple domains.• Microsoft Exchange Configuration- Creating and editing mailboxes. Providing user’s access. Powershell configuration and script running. • Resolving hardware and software issues- Addressing all software and hardware concerns. Connectivity issues and all software support.• Hardware Installation – Configuring hardware for users, Adding or removing ram,fans, adapters and cards• Managing Backup tapes- creating backup tapes on a weekly base. • Juniper/ Host Checker support – Providing remote users with support for connectivity issues.• Configuring host machines to work properly with juniper• Remote Desktop Support – Supporting all remote users issues • Dell Kace- Managing inventory and software distribution via dell kace• Managing SharePoint website to ensure the latest information is kept up to date

Greater Atlanta Area

• Providing technical support for Cricket Corporate owned stores and indirect dealers• 50-60 calls per day with • Hardware support for Sonic Wall Router, VeriFone Credit Card Machine, POS Systems, Sonic Wall Firewall, IP Camera System. CUBE Scanners and Printers,• Network Support for connection issue, • Remote Desktop Application Use.• KPOS Phone Activation System • RQ Phone activation System • Active Directory Use for managing employees accounts and credentials• Hardware and Software support for 3000+ stores

Extended Service Desk ▪ I.T Services for a web portal supporting over 300 Clients in the medical wellness field.▪ Responding to daily emails to address technical issues with web based portals.▪ Daily use of Microsoft Word, Microsoft Excel, Outlook, Avaya Phone VoIP,-Novel Customer Manager-Apollo Profile Database-CA contact manager -Java and Flash web based applications

Marietta, Georgia

• Resolving inbound technical issues for Hospital staff and Medical Group staff.• Trouble shooting and configuring mobile devices for Hospital applications across iOS, Android, and Windows Mobile Devices. This includes but is not limited to the following: Configuring Microsoft Exchange, Installing and configuring Citrix, Cantu (Mobile Version of Epic) Network printing and Document Synchronization. Also supported internal Avaya phone system request. • Daily use and troubleshooting of personal computers using Novell Client manager with active directory to assist with profile configurations, space allocation, and login credentials. Resolved personal computer issues for devices such as Network Printers, Scanning, Cameras, Connectivity, and Networking issues. • Resolved software issues for Apple Mavericks, Microsoft Windows, Microsoft Office, Epic, Citrix, Back Office, Novell Desktop applications and Legacy Applications. Daily use of command and remote desktop. Resolved issues with WEB based applications in Internet Explorer, Google Chrome, Safari, Firefox and Opera. • Recorded and documented EVERY customer interaction using Remedy Ticketing System. Maintained an average Audit score of 95%.• Kept a kind and friendly tone to all users with issues. While addressing their needs with urgency It was highly important to still maintain a since of patience and understanding for all users with issues. • Ask important questions based on the users scenario. Document all interaction information and repeat all the information the user provides back to the user to ensure proper communication. Inform the user of every step you are taking to resolve the issue and explain the reasoning for all actions.

Baltimore, Maryland Area

▪ Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents. ▪ Creating the daily schedule and the daily marketing plans• Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.▪ Daily use of Microsoft Word, Microsoft Excel, Outlook, Bank Contact System, Check System verification. Handling amounts of cash up to 15k.

Baltimore, Maryland Area

Computer Sales /In store support• Sales of computer’s and accessories• Troubleshooting with electronic devices with customers (Hands on)• Software installation• Configuration of home networking devices

Baltimore, Maryland Area

Account Consultant Team(Retention)▪ Building rapport with consumer to determine why they are leaving the services Comcast provides and create a solution to retain the business▪ Creating personalized packages to meet the consumer in price and service while maintaining a product to price ratio.▪ Meeting monthly sales and retention goals.-Taking approximately 60 calls per day.-Daily use of Comtrac customer database