ALEXUS COOPER
Desktop Support
Richmond,VA
Summary
- Experienced in various aspects of internet technologies, and possess a wide encompassing knowledge base of cybersecurity principles developed through 3 years of undergraduate study and current post-graduate work.
- Professional background consists of 4 years of customer service in retail with a record in meeting and exceeding customer expectations.
- Able to manage time and balance priorities as demonstrated through years of successfully balancing the demands of NCAA athletics and an academically rigorous undergraduate degree.
- Experienced in Windows 10 and 11 operating system
- Basic level knowledge with Server 2012
- Ability to repair and build PCs
- Troubleshoot PCs, routers, and other peripheral equipment
- 365 environment
Overview
7
7
years of professional experience
Work History
Deskside Support Technician
Epsilon
Richmond, VA
04.2024 - Current
- Provided graphical user interface-level assistance with server configuration and administration.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices, and software to set up work stations for employees.
- Troubleshot problems or issues with desktops and laptops.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented support interactions for future reference.
- Configured and installed computer systems for other sub-organizations.
- Walked individuals through basic troubleshooting tasks.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
Desktop Analyst
South University
Richmond, Virginia
08.2022 - 04.2024
- Responsible for providing day to day equipment management and support as well as provide astute and professional end user support.
- Adhere to and execute documented Desktop policies, processes and procedures.
- Answer user inquiries regarding computer software or hardware operation to resolve problems and document work in the ticketing system.
- Install and perform moderate to complex repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Prepare equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Assist with the training of users regarding the proper use of hardware or software.
- Support remote users including remote desktop management tools and implementation.
- Provide tactical and strategic input on desktop related projects.
- Occasional travel between regional locations will be required.
- Other duties as assigned.
CIS Adjunct Faculty Member
ECPI University
Richmodn, Virginia
10.2021 - 12.2023
- Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
- Developed and kindled professional relationships with students to better communicate and enhance instruction.
- Identified academic strengths and obstacles and developed instructional techniques to accommodate different learning styles.
- Worked cooperatively with other members of faculty and staff to contribute to overall institutional effectiveness.
Computer Technician
Technology Integration Group
Richmond, VA
04.2021 - 08.2022
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
Customer Service Representative
Instacart
Richmond, VA
08.2019 - 04.2021
- Manage the processing of direct customers needs/satisfaction with a special focus to detail and process management.
- Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety
- Ensure quality and freshness (key company initiatives) of all items while meeting and exceeding timeliness and efficiency standards.
Customer Service Representative
Kroger
Richmond, VA
07.2017 - 08.2019
- Troubleshoot and maintain e-Commerce equipment
- Maintain and process orders through state-of-the-art systems
- Actively engage with customers
Inventory Management Specialist
Retail Grocery Inventory Specialist (RGIS)
Richmond, VA
2016 - 2017
- Physically count stock for various stores and warehouses
- Use hand-held scanners to collect information
- Provide exceptional customer service
Education
Masters of Science - Cybersecurity, Cyber Operations
ECPI University
Richmond, Va05.2021
Bachelors of Science - Information Technology
Salem International University
Salem, WV2017
Associates of Science - Information Technology
Salem International University
Salem, WV04.2016
Skills
- Creative and experience problem solver
- Data analysis with to attention to detail
- Proficient use of Microsoft word
- Experience working in Virtual and remote environments
- Desktop and laptop installations
- Hardware and software installation
- Testing and evaluation
- Safety and compliance
- Network component installations
- Security best practices
Accomplishments
Caption of of my Junior college and University Basketball team
Coach at a youth camp
Coach of a youth basketball team
Regional 20 all team for my junior college
Member of Students Activity club
Mentor to underclassmen on campus
Certification
CompTIA IT Foundamental
Timeline
Deskside Support Technician
Epsilon
04.2024 - Current
Desktop Analyst
South University
08.2022 - 04.2024
CIS Adjunct Faculty Member
ECPI University
10.2021 - 12.2023
Computer Technician
Technology Integration Group
04.2021 - 08.2022
Customer Service Representative
Instacart
08.2019 - 04.2021
Customer Service Representative
Kroger
07.2017 - 08.2019
Masters of Science - Cybersecurity, Cyber Operations
ECPI University
Bachelors of Science - Information Technology
Salem International University
Associates of Science - Information Technology
Salem International University
Inventory Management Specialist
Retail Grocery Inventory Specialist (RGIS)
2016 - 2017