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

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.

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

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

• 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.
• 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.
• 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.
• 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.

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