Bruce Cox

• Resolved over 1000 Incidents/Requests for CY 2023, the most on the team.
• Primary Account Representative for 16 departments with over 900 end user computers.
• Critical role as Field Service rep to engage customers before, during, and after network domain migration.
• Cross-trained to effectively troubleshoot a multitude of technical issues across multiple systems and applications for customers in all hospital departments.

Major Projects

Domain migration; Hardware Refresh; Abacus Upgrade (pharmacy compounder)

• Provide direct customer support for any IT related problems relating to: networks, desktop PCs, laptops, printers, VOIP phones, cellular devices, tablets, etc.
• Primary account representative for over 10 departments across 6 locations in the Houston Metro area.
• Streamlined hardware refresh imaging process; increasing the number of systems to be refreshed daily by nearly 100%.

Major Projects:

Windows 10 Migration; Technical Refresh; Epic Upgrade(s); End User WFH Transition (COVID-19)

Service Desk Non-Commissioned Officer in Charge (2016-2018)

• Expertly managed and resolved hardware, software and network tickets for over 200 users. As lead tech, effectively orchestrated the workload of 10 personnel using Remedy.
• Organized and implemented a plan to life-cycle and upgrade of over 200 user computers to Windows 10. Completed the migration far ahead of the DoD required date.

Executive Support (2015)

• Direct Executive support for the Commanding General of US Forces Afghanistan for all communication equipment.

Network Infrastructure Install Team Lead (2014)

• Coordinated/conducted the configuration and refresh of over 100 Cisco switches, saving the organization thousands in labor costs.

Information Management Officer (2010-2013)

• Implemented organizational change in data management resulting in 100% data retention and minimal loss.

Network and Information Management (2006-2009)

• Primary Active Directory Administrator for OU of a Combined Joint unit of over 300 users and computers.
• Lead Tech for the unit service desk.

Major IT Projects During Military Career

• Windows XP / Vista / 7 to Windows 10 Migration; Communications Security Retrofit; Network Infrastructure Upgrade (Brocade to Cisco)