Cory Cook
Kiln,MS
Summary
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Highly motivated professional demonstrating solid interpersonal communication and problem-solving skills. Adept at providing exemplary customer service and achieving all company goals and objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Supervisor
Theone23group
09.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
USCIS Service Desk - Tier 2
USCIS Service Desk - Salient CGRT (Contractor for DHS)
10.2019 - Current
- Provide training and technical advice to tier 1.0 Service Desk agents
- Proficient knowledge in utilizing Service Now and Remedy
- Participate daily in the reduction of the Call Abandonment Rate for the Service Desk
- Manage applications used by US Citizenship and Immigration by reporting failure of services to the Critical Incident Response Team
- Assist employees of the US Citizen and Immigration services by troubleshooting and resetting passwords to various applications
- Update incident records with accurate and detailed documentation to result in applications being restored
- Performing software installations via SCCM for USCIS users
- Assist with granting USCIS users with access to shared mailboxes and distribution lists
- Troubleshooting shared mailbox issues within Outlook
- Communicating with third party vendors to grant various access and troubleshooting systems
- Provide thorough support and problem resolution for customers dealing with Microsoft Office programs
- Providing guidance on how to connect to Virtual Private Networks (VPN and Workplace)
- Assist Account management Branch with monitoring their ticketing queues so ensure all ticket are processed within the AQL timeframe
- Compose KBAs (Knowledge Bases Articles) for Tier 1 and Tier 2 agents.
Account Management Branch
09.2016 - 10.2019
- Ensure that application requests are promptly routed to the appropriate support organization within the Account Management Branch
- Provide or remove access to various applications for end users
- To work in concert with Human Resources and Office Security and Integrity to establish the Accounts Lifecycle in conjunction with the User beginning their career with USCIS Update a user's account information when needed (i.e
- Name change, location move)
- Protect the confidentiality, integrity and availability of assets by defining what information computer users can utilize
- Implement online/automated processes to better control workflow and improve records keeping
- Engage Systems Engineering to establish access procedures and level of access for new systems and Applications.
Hardware TAC Support Group
06.2016 - 09.2016
- Procure replacement parts for IT equipment at more than 200 offices across the world
- Ensure products and services are purchased from vendors in the most cost and time efficient manner
- Resolve problems with uncooperative vendors when procured items do not meet with prescribed specifications.
Tier 1.0 Service Desk Agent
12.2015 - 09.2016
- Proficient knowledge in utilizing Service Now and Remedy
- Respond to and diagnoses incidents through discussions with end users
- Maintain communication with the end user and relevant documentation throughout the life cycle of the service request
- Providing guidance on how to connect to Virtual Private Networks (VPN and Workplace)
- Identifies, researches and resolves technical problems
- Interact with Network Operations Center, Software System Engineering, and various application teams to restore services.
Education
Forensic Psychology -
University Of Southern Mississippi
Long beach, MS01.2015
Skills
- Service Now / Remedy
- Excellent customer service
- ITIL v3
- Attention to Detail
- Ability to Work Under Pressure
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
Certification
ITIL v3 Foundation, 02/20/2017
Timeline
Supervisor
Theone23group
09.2022 - Current
USCIS Service Desk - Tier 2
USCIS Service Desk - Salient CGRT (Contractor for DHS)
10.2019 - Current
Account Management Branch
09.2016 - 10.2019
Hardware TAC Support Group
06.2016 - 09.2016
Tier 1.0 Service Desk Agent
12.2015 - 09.2016
Forensic Psychology -
University Of Southern Mississippi
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