Arthur Cooper
Gastonia,NC
Summary
Professional IT leader prepared for this role. Demonstrates strong focus on team collaboration and driving results. IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Manager
HCL America
07.2020 - Current
- Lead a team of 35 IT professionals across the US south, southeast and west coast regions. Providing onsite, smart hands and feet and project support.
- Utilizes Service now for asset tracking and ticket support.
- Project management and support
- Risk management identification and resolution
- When requested traveled to critical sites for major issues or startups
- Experience in various business functions such as distribution, manufacturing, and VIP support
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Optimized engineer performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Oversaw the installation, configuration, and maintenance of hardware and software systems such as VOIP, servers, I40 systems, and across multiple locations
- Collaborated with cross-functional teams to identify technology needs and implement solutions that improved productivity and workflow processes
- Collaborated with HR department during recruitment process by conducting technical interviews assessing candidates skills fit for the role
Lead Operations Analyst
Stanley Black & Decker
03.2015 - 07.2020
- Guide operations of a continuous 365-day, 24×7 support center operation, including planning schedules and ensuring adequate coverage for operations
- Instrumental as Lead Analyst for the Southeastern US Site Support Team, ensuring Service Level Agreements and other quality metrics are met
- Acting manager for a group of 16 analysts covering the southeastern US group
- This includes supporting a wide range of industries such as 2 manufacturing facilities, 2 large distribution centers and several sales offices
- Coordinate scheduling, regional projects, and IT integration of acquisitions in the region
- Provide operational input into strategic planning and support continuous improvement to meet changing business needs
Senior Operations Analyst
Stanley Black & Decker
10.2013 - 03.2015
- Supported various Stanley Black & Decker businesses in the southeastern US, including manufacturing, distribution, and office environments
- Managed the complete lifecycle of numerous projects such as phone upgrades, network equipment refreshes, and business specific technology refreshes
- Contributed on several global projects for Windows 7, Office 365, Windows 10, Avaya and other technology upgrades and implementations
IT Analyst
Stanley Black & Decker Distribution
10.2013 - 03.2015
- Provided base-level IT support to non-technical personnel
- Analyzed user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations
- Monitored and maintained computer programs and systems, including coordinating the installation of computer programs and systems
- Maintained high departmental standards for quality and productivity metrics
- Led Six Sigma green belt projects to address waste and systems with high failure rates
Education
Bachelor of Science - Business Systems Analysis
University of Phoenix
Phoenix, AZ01.2013
Associate of Arts - Information Technology
University of Phoenix
Phoenix, AZ01.2011
Skills
- IT asset management
- Operational excellence
- Client relationship management
- IT troubleshooting
- AV equipment
- SCCM
- WMS
- Active Directory
- VPN
- Desktop cloud backups
- Active Directory
- IT Support
- Help Desk
- Change management
- ITIL framework
- Support documentation
- IT risk management
- Mobile technologies
- Microsoft SharePoint
- Team Training
- Application support
- IT procurement
Certification
- CompTIA A+, 01/01/08 to Present
- CompTIA Network+, 01/01/08 to Present
Personal Information
Authorized To Work: US
Timeline
IT Manager
HCL America
07.2020 - Current
Lead Operations Analyst
Stanley Black & Decker
03.2015 - 07.2020
Senior Operations Analyst
Stanley Black & Decker
10.2013 - 03.2015
IT Analyst
Stanley Black & Decker Distribution
10.2013 - 03.2015
Associate of Arts - Information Technology
University of Phoenix
Bachelor of Science - Business Systems Analysis
University of Phoenix
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