Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
Adam Coppert

Adam Coppert

Geneva,IL

Summary

  • Are you looking to add a motivated problem solver with superior customer relations skills to your team? I am a highly result-oriented individual with over 9 years of experience in customer service and over 5 years of IT support. From the enterprise level down to small and medium businesses. I thrive in team settings as well as independently and work efficiently to manage and complete projects while remaining cool under pressure. The qualities I will bring to your team include:
  • Customer Service: I have a track record of managing all types of projects I am faced with in an effective and professional manner.
  • Professional Attitude: As my references will attest, I have a knack for staying positive and upbeat, regardless of the situation.
  • Passion and Motivation: I have a true passion for customer service and take pride in making consumers happy. I am also highly motivated to progress in my career and eager to grow and succeed.
  • Customer Based Services: Cisco Customer Success Plans, Policy and procedures write-ups. Risk analysis and management. Key stakeholders updates, reduce churn. Design and develop custom analysis per customer. CAB Administration, policy and procedures board member. Project management on an enterprise level and much much more

Overview

7
7
years of professional experience
1
1
Certification

Work History

Circuit Project Manager

Broadband Hospitality
05.2022 - Current
  • 100% Remote
  • Successfully managed many projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Cross-departmental training and assistance. From Accounting, Engineering, Support NOC, and Sales.
  • Created policies and procedures for the circuit lifecycle from ordering, construction, installation, turn-up, and circuit hand-off to our support NOC
  • I worked on email, networking, user devices, mobility, data management, storage, and CRM.
  • Worked with Salesforce to develop our CRM system for the circuits department and how we interact with every other department.
  • Weekly updates with all executive teams, including the hotel's management team.
  • Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Coordinated material procurement and required services for projects within budget requirements.
  • Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost-effectiveness.
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
  • Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Developed and implemented project plans and budgets to ensure successful execution.
  • Sourced, vetted, and managed vendors needed to accomplish project goals.

Network Analyst

Teqworks
01.2021 - 06.2021
  • Utilized ticketing system to manage and solve a minimum of 7 tickets a day
  • Worked in the office, remote, and on-site
  • Served as the first line of support for end-user systems, such as desktops, laptops, phones, network equipment, and surveillance systems, in a Microsoft Windows environment
  • Worked on email, networking, user devices, mobility, data management, storage, ERP, and CRM
  • Utilized PowerShell to write scripts for company-wide changes that were deployed using Active Directory
  • Develop and maintain a customer outreach program for existing customers to validate their customer experience and identify ways to ensure the customer was satisfied and happy with services.
  • Managed all Office 360 applications
  • IOS installation and troubleshooting
  • Windows installation and troubleshooting
  • Virus, Malware, Ransomware removal and mitigation
  • Maintained a group of clients that were designated to me
  • Thrived in a team environment as part of a close-knit team
  • Recognized opportunities and take the initiative to solve problems
  • Maintain documentation and follow organized workflow
  • Utilized Cisco Meraki
  • Backup & Disaster Recovery
  • Trained User Security Awareness
  • Cloud Services & Solutions
  • Phone Systems & Cabling.
  • Left do relocate to North Carolina.

Relocation

05.2024 - 05.2024
Moved back home to IL while still working for Broadband Hospitality

Relocation

Broadband Hospitality
03.2022 - 03.2022
Moved to NC

Customer Success Manager

MNJ Technologies
01.2020 - 10.2020
  • Hyper-focused on customer satisfaction and account management
  • Responsible for caring for and growing existing customer base
  • Develop and maintain a customer outreach program for existing customers to validate their customer experience and identify up-sell opportunities
  • Hosted proactive customer meetings to introduce new services or service provider solutions
  • Oversight of customer data in Command Center, our proprietary customer management platform
  • Partners with operations to ensure data is maintained
  • Escalation support for Operations
  • Stay abreast of new service provider's solutions
  • Commit to customer service by building and maintaining long-term relationships with customers.
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Develop and present quarterly business reviews in partnership with Sales and Operations.
  • Liaise between the customer and internal teams.

Project Manager

Comcast
08.2018 - 05.2019
  • Managed all assigned projects to completion, ensuring on-time delivery, meeting budgetary demands, and maintenance of overall project ownership
  • Uses formal processes and tools to manage resources, budgets, risks, and changes
  • Trained new employees
  • Identifies project scope and objectives
  • Managed a cross-functional team, including third-party vendors and other resources; coordinated activities to achieve goals.
  • Provided base-level IT support to non-technical personnel within the business
  • Developed, maintained, and managed detailed project plans, action item registers, and major milestone timelines for all assigned projects
  • Plans and directs schedule and budget
  • Worked closely with team members to meet or exceed all customer service requirements
  • Addressed problems through risk management and contingency planning and presented solutions and options to executive management
  • I was laid off, and then my Fiancé and I moved back to Illinois to be closer to family.
  • Covid-19 had just begun.

Managed Enterprise Services Technician 2

Comcast
09.2017 - 08.2018
  • Cooperate with multiple ISPs to solve complex network issues
  • Mentor to new hires
  • Worked on various projects such as Dollar General and Weight Watchers, to name a few
  • Managed, troubleshoot, escalated, and resolved tickets within my assigned tower
  • Identified and solved technical issues with a variety of diagnostic tools
  • Worked closely with team members to meet or exceed all customer service requirements
  • Ordered necessary supplies and parts to repair malfunctioning hardware
  • Ensured network, system, and data availability and integrity through preventative maintenance and upgrades
  • Provided documentation on start-up, shutdown, and first-level troubleshooting of processes to help desk staff
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
  • Managed firewall, VPNs, network monitoring, and server monitoring
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.

Education

Associate of Applied Science - CIS

Front Range Community College
Fort Collins, CO

Skills

  • TCP/IP
  • Wireless Security Protocols
  • Point to multi-point wireless LAN Bridges
  • VPN
  • Firewalls
  • DHCP
  • DNS
  • Meraki
  • Fortinet
  • Juniper
  • Static IP routing
  • Problem-Solving
  • Office 365 Administrator
  • Azure
  • Windows Support
  • IOS Support
  • Cafe360, DonRiver, DynDNS
  • Strong customer focus
  • Quality assurance
  • Complex issues management
  • Understanding of client business requirements
  • WhatsUpGold, EROne, Pivot
  • Excellent interpersonal skills
  • Windows XP, Vista,7,8,10,11
  • Jira
  • Risk Management
  • Salesforce
  • Powershell
  • Ring Central
  • Remote Access
  • Sales Force
  • 4G/5G Cellular devices
  • Product Management
  • Team Management
  • Project Scheduling
  • Project Management
  • Project Planning
  • Project planning and development
  • Project tracking
  • Client Relations
  • Stakeholder Communications
  • Advanced problem solving
  • Scope Management
  • Project scope analysis
  • Coaching and Mentoring
  • Technical understanding
  • Processes and procedures
  • Purchasing and procurement
  • Construction management
  • Logistics Management
  • Project regulations
  • Commercial construction experience
  • Root Cause Analysis
  • Advanced understanding of ConnectWise

Certification

  • Emergency Medical Technician
  • Microsoft Trained Associate in Networking Fundamentals
  • Microsoft Trained Associate in Network Security Fundamentals
  • National Society of Leadership and Success
  • CMNO-Certified Meraki Network Operator
  • FSE 1,2 and 3
  • Completed my Juniper training course

References

  • Norm Frazier, Network Analyst, Teqworks, 630-917-9097
  • Clara Green, Co-worker, Comcast, 720-393-0717
  • Kelly Peterson, Boss and Branch Manager, Old Second Bank, 630-513-7774

Timeline

Relocation

05.2024 - 05.2024

Circuit Project Manager

Broadband Hospitality
05.2022 - Current

Relocation

Broadband Hospitality
03.2022 - 03.2022

Network Analyst

Teqworks
01.2021 - 06.2021

Customer Success Manager

MNJ Technologies
01.2020 - 10.2020

Project Manager

Comcast
08.2018 - 05.2019

Managed Enterprise Services Technician 2

Comcast
09.2017 - 08.2018

Associate of Applied Science - CIS

Front Range Community College

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Adam Coppert