James Cooper
Knoxville,TN
Summary
IT support specialist with extensive experience in tier 1 technical support and system administration. Proven expertise in Active Directory management and troubleshooting, leading to improved customer satisfaction through effective problem resolution. Certified in CompTIA Security+ and ITIL, contributing to enhanced help desk operations.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Tier 1 Technical Support
SAIC
Knoxville, TN
11.2021 - Current
- Delivered first-line technical support for hardware, software applications, and network issues.
- Supported software requests for PrinterLogic and Adobe Creative Cloud licenses, ensuring timely access for end users.
- Troubleshot PKI issues, resolving certificate validation chain trust errors to maintain system integrity.
- Guided end users in migrating from on-prem AD to AUDS per AUDS CONOPS standards.
- Utilized elevated access in MS Active Directory to modify enterprise-level user accounts.
- Assisted with .adm/.dem/.pem identification requests and ASCL token associations.
- Trained coworkers on AESMP, AUDS, and customer service to enhance efficiency and comfort.
- Generated daily ServiceNow and ITSM reports to identify trends and optimize ticket resolution processes.
Manager
Papa John's
Knoxville, TN
06.2017 - 11.2022
- Managed daily operations to ensure efficient service and consistent product quality.
- Supervised night and morning shifts, optimizing workflows to ensure seamless operations.
- Scheduled team shifts to optimize labor resources during peak hours.
- Trained staff on customer service best practices, resulting in improved team performance.
- Resolved customer complaints promptly to maintain satisfaction and loyalty.
- Implemented inventory management processes that streamlined operations and minimized waste.
- Coordinated deliveries and setup for football events at Vol Village.
- Ensured food safety compliance and maintained sanitary work conditions.
Carpenter
Thrill Hill Productions (Bruce Springsteen & The E Street Band Tour)
Beverly Hills, CA
05.2016 - 08.2016
- Led a team of 10 to 15 personnel in assembling and dismantling main stage security barricades.
- Constructed and maintained stage and security setups, ensuring safety and efficiency for high-profile concerts.
- Collaborated with crew to streamline setup and breakdown of equipment, enhancing operational flow.
- Trained new staff on equipment operation and safety protocols across various venues.
- Managed logistics for VIP guests, facilitating smooth experiences and assisting with PA systems during events.
- Maintained cleanliness and organization of backstage areas throughout productions.
- Followed safety protocols to secure safe working conditions for all staff members.
Education
College Degree - Computer Information Systems
Tennessee College of Applied Technology
Knoxville, TN01-2021
Skills
- Technical support
- Desktop support and Windows OS
- Active Directory management
- PKI troubleshooting
- Information security
- Software licensing management
- Problem resolution
- Workflow optimization
- Process improvement
- Team leadership and training
- Staff training and development
- Multitasking proficiency
- Task prioritization
- Effective communication skills
- Customer service excellence
- Problem solving techniques
Certification
- CompTIA Security+, Valid through Sep 2028
ITIL Certification, 2022 – Present
Timeline
Tier 1 Technical Support
SAIC
11.2021 - Current
Manager
Papa John's
06.2017 - 11.2022
Carpenter
Thrill Hill Productions (Bruce Springsteen & The E Street Band Tour)
05.2016 - 08.2016
College Degree - Computer Information Systems
Tennessee College of Applied Technology