Ben Copeland

Tomball

Summary

Senior Desktop Support Engineer with 20+ years of enterprise IT support, including Level 2–3 troubleshooting and cross-functional collaboration. Expertise in endpoint management, network protocols, and escalation support, working with telecom teams to resolve Five9 issues and maintain 24/7 on-call readiness. Proven track record reducing downtime, mentoring teams, and delivering proactive maintenance in regulated and global environments.

Overview

years of professional experience

Certification

Work History

Senior Desktop Support Engineer, onsite and Remote

Covetrus (formerly Vets First Choice / DirectVETmarketing)

Houston, Tx

08.2017 - 02.2026

Delivered advanced desktop support to 3000+ end-users, troubleshooting hardware, software, and network issues (Windows, MacOS, TCP/IP) with minimal business disruption.
Managed IT service tickets and reporting through ServiceNow, enhancing change control and documentation to improve issue tracking, response coordination, and service transparency.
Implemented proactive maintenance strategies using ITIL foundations, significantly reducing support tickets and system downtime.
Worked closely with telecom team on escalations to troubleshoot Five9 call processing issues and improve voice service reliability.
As the Lead for Tanium end-user services, I conducted weekly meetings with advanced technical teams to train them in creating, troubleshooting, and deploying custom packages within the Tanium environment.
Developed custom scripts and automation within ServiceNow to streamline support workflows and R&D service tasks.
Conducted weekly planning meetings with IT and location managers and mentored junior staff to promote continuous improvement.
Served as the sole onsite IT engineer with 24/7 on-call support responsibility for 300+ employees, ensuring uninterrupted production in a regulated pharmaceutical manufacturing environment.
Collaborated with telecom team to support and troubleshoot Five9 call processing and issues in-house.
Supported hardware and software platforms used in product creation, packaging, and order fulfillment to ensure uninterrupted operations.
Performed workstation setup, imaging, troubleshooting, and facilitated end-user onboarding.
Provided technical support to end users for various desktop applications and hardware components, including printers, scanners, and other peripherals.
Implemented initiative-taking maintenance strategies, resulting in a significant reduction in downtime and support tickets.
Collaborated with vendors to purchase IT equipment within budget constraints.
Oversaw a team of employees ensuring OSHA compliance as Safety Committee lead for four years with only one recordable incident which contributed to yearly bonuses for the facility.

Desktop Engineer/System Administrator

Fujitsu, NA (FTXS/FNC/FAI)

Richardson, Tx

06.2007 - 04.2017

Provided Tier III support and executive-level assistance for 4000+ internal, remote and executive staff.
Installed and configured Fujitsu and HP systems, set up user accounts, and tested software compatibility to support R&D operations.
Rolled out Microsoft security patches via WSUS & CA ITCM; studied and tested SCCM for test deployments.
Managed antivirus servers (Symantec Endpoint Protection, Trend Micro Office Scan) for multiple customers, containing outbreaks efficiently.
Created how-to guides and documentation to expedite team resolutions.
Held weekly one-on-one coaching with team members, resulting in cohesive team dynamics.
Managed ticketing system queue, followed up on open issues, and coached team members on troubleshooting with best practice initiatives.
Participated in change control (ITIL Foundations and Compaq Standards monthly meetings to standardize company systems).

Education

MCP Microsoft - Information Technology

Collin County Community College

Plano, TX

08-2000

No Degree - Information Technology

New Horizons Learning Center

Dallas, TX

02-2010

Skills

Proficient With OS & Platforms: Windows (98–11), MacOS, Windows Server 2003/2012, Active Directory DNS, DHCP, TCP/IP
Deployment & Patching: SCCM (2012), CA ITCM (software packaging/deployment/patches), WSUS, NinjaOne, Tanium
Endpoint Security: Symantec Endpoint Protection (server & client management), CrowdStrike Enterprise, Trend Micro, OfficeScan
Tools: Bomgar/TeamViewer (remote), HP/Canon/Zebra printers, Office 365, Exchange, Outlook
Other: ITIL Foundations, change control, queue management, documentation, vendor management, hardware refresh, user on/off-boarding

Websites