Richard D. Cooper
Dunedin
Summary
IT professional with over ten years of experience in customer resolution and technical support. Proven ability to build strong customer relationships through effective installation and immediate problem resolution. Consistently exceeds expectations in prioritizing tasks and meeting deadlines to enhance client satisfaction. Seeking opportunities to leverage expertise in a dynamic IT environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support II
Everon
12.2022 - Current
- Executed system testing and signal verification to ensure equipment reliability.
- Uploaded and downloaded programming changes for seamless operation.
- Provided remote phone support to field technicians and installers, assisting with troubleshooting of access control, CCTV, burglary, and fire equipment.
- Configured new devices integrated into systems while verifying functionality.
Field Technician
Brooksource
09.2022 - 12.2022
- Executed deployment and installation of workstations, laptops, mobile devices, and peripherals for customer projects.
- Resolved hardware, software, and mobile device malfunctions to ensure operational efficiency.
- Isolated and communicated solutions for simple technical issues.
- Supported IT groups including Cyber Security and Asset Management for system patching and auditing.
- Collaborated with Enterprise Help Desk to deliver first-line IT support.
- Handled sensitive information and confidential data in compliance with NERC CIP and Legal Hold requirements.
- Evaluated and tested new PC packages and hardware to assess functionality.
- Updated Smart IT Knowledge base to facilitate knowledge transfer and maintain accurate Asset Management records.
Computer Technician
Star Asset Recovery
01.2022 - 09.2022
- Completing removal of outdated software and installing most current software.
- Updating and repairing of computer hardware and components.
- Restoring computers to the original state by deleting information and restoring factory settings.
- Testing systems to ensure they are operating properly for client specifications.
Delivery Driver
Optimal US Logistics
<ul>
<li>Delivered packages across designated routes daily with high efficiency.</li>
<li>Communicated with dispatch to optimize delivery schedules and enhance productivity.</li>
<li>Trained new drivers on company procedures to ensure compliance and safety.</li>
<li>Resolved customer inquiries regarding deliveries promptly to maintain satisfaction.</li>
<li>Utilized map programs and GPS systems for effective route navigation.</li>
<li>Addressed customer service complaints professionally, fostering trust and loyalty.</li>
<li>Implemented strategies to improve delivery processes and reduce delays.</li>
</ul>
11.2021 - 01.2022
- Delivered packages across designated routes daily with high efficiency.
- Communicated with dispatch to optimize delivery schedules and enhance productivity.
- Trained new drivers on company procedures to ensure compliance and safety.
- Resolved customer inquiries regarding deliveries promptly to maintain satisfaction.
- Utilized map programs and GPS systems for effective route navigation.
- Addressed customer service complaints professionally, fostering trust and loyalty.
- Implemented strategies to improve delivery processes and reduce delays.
Certified Driver Trainer
Wallenius Wilhelmsen Logistics
<ul>
<li>Conducted regular assessments and feedback sessions to evaluate driver performance.</li>
<li>Mentored junior trainers, enhancing instructional techniques and overall effectiveness.</li>
<li>Reviewed training materials, ensuring alignment with current industry standards and best practices.</li>
<li>Monitored trainees' progress during instruction and documented results for evaluation.</li>
</ul>
03.2020 - 10.2021
- Conducted regular assessments and feedback sessions to evaluate driver performance.
- Mentored junior trainers, enhancing instructional techniques and overall effectiveness.
- Reviewed training materials, ensuring alignment with current industry standards and best practices.
- Monitored trainees' progress during instruction and documented results for evaluation.
General Assembler
Subaru of America, General Motors
<ul>
<li>Assembled vehicle components according to detailed specifications and assembly guidelines.</li>
<li>Operated machinery for efficient installation of parts on production line.</li>
<li>Inspected finished products for quality assurance and compliance with standards.</li>
<li>Maintained clean, organized workspace to enhance safety and operational efficiency.</li>
<li>Reported equipment malfunctions to supervisors for prompt repairs and maintenance.</li>
<li>Conducted inspections of parts for defects or deviations from established standards.</li>
<li>Utilized hand tools and power tools to assemble components into sub-assemblies and assemblies.</li>
</ul>
12.2019 - 03.2020
- Assembled vehicle components according to detailed specifications and assembly guidelines.
- Operated machinery for efficient installation of parts on production line.
- Inspected finished products for quality assurance and compliance with standards.
- Maintained clean, organized workspace to enhance safety and operational efficiency.
- Reported equipment malfunctions to supervisors for prompt repairs and maintenance.
- Conducted inspections of parts for defects or deviations from established standards.
- Utilized hand tools and power tools to assemble components into sub-assemblies and assemblies.
Internet and Phone Repair Specialist
Charter Communications
12.2012 - 10.2014
- Performed diagnostic procedures to identify equipment malfunctions and determine corrective actions.
- Assessed malfunction severity to devise appropriate repair strategies.
- Checked signal levels to ensure optimal functionality, scheduling service calls when needed.
- Investigated customer complaints to achieve resolution and enhance satisfaction.
- Guided customers through troubleshooting processes and equipment power cycling.
- Executed remote login for company-supplied equipment diagnostics.
Education
Certificate: Information Technology Security Administration - Raleigh, NC
MyComputerCareer
Raleigh, NC08-2021
Skills
- Microsoft Office
- Remote support
- Device configuration
- Hardware troubleshooting
- Software installation
- Customer relationship management
- Technical documentation
- Problem solving
- Effective communication
- Time management
- Team collaboration
- Critical thinking
- Self-Directed
- Organization and time management
- Good Telephone Etiquette
- Problem resolution
- Teamwork and collaboration
- Collaboration
- Computer skills
- Multitasking Abilities
- Active listening
- Written communication
- Attention to detail
- Data entry
- PPE use
- Equipment maintenance
- Compliance assurance
- System testing
- Windows 7/8/10
- Mac OS X
- IOS
- DNS and DHCP
- Network
- Physical and Logical Security
- Network Standards and Protocols
- IPS/IDS Intrusion Prevention System
- Intrusion Detection Systems
- Disassemble and Reassemble desktop PCs
- RAM
- Hard Drives
- Motherboard
- Network Interface Cards and Processors
- Microsoft Firewalls
- Encryption
- Routers and Switches
- Identify types of Malware
- Adobe Acrobat XI Professional
- Scripting with Visual Basic
- Classless IP Addressing
- Basic HTML5
- Basic CSS3
- Basic JavaScript
- Basic Adobe Creative Suite
- Microsoft Outlook
- OSI Model Layers
- Printers and Scanners
- Microsoft Operating Systems
- Apple
- Windows Operating Systems
- LAN/WAN
Certification
CompTIA A+
Timeline
Technical Support II
Everon
12.2022 - Current
Field Technician
Brooksource
09.2022 - 12.2022
Computer Technician
Star Asset Recovery
01.2022 - 09.2022
Delivery Driver
Optimal US Logistics
11.2021 - 01.2022
Certified Driver Trainer
Wallenius Wilhelmsen Logistics
03.2020 - 10.2021
General Assembler
Subaru of America, General Motors
12.2019 - 03.2020
Internet and Phone Repair Specialist
Charter Communications
12.2012 - 10.2014
Certificate: Information Technology Security Administration - Raleigh, NC
MyComputerCareer