STEVE COOPER
Independence
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Experienced People Leader with vast IT experience. Skills include desktop support, service desk, basic networking concepts, analytical thinking, managing projects and creative problem solving. Able to apply customer service concepts to improve user experience for clients, employees and administration.
Overview
15
15
years of professional experience
Work History
BSOC Infrastructure Programmer
Fifth Third Bank
01.2019 - Current
- Responsible for setup, monitoring, programming and issue resolution of security infrastructure systems and supporting peripheral systems (including alarms, cameras, DVR, etc.)
- Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined
- Consistently met project deadlines by effectively managing priorities and maintaining a strong work ethic.
- Mentored junior programmers, enhancing their skill sets and fostering professional growth within the team.
- Developed comprehensive documentation for team processes, improving work flow and training efficiency
- Analyzed, reviewed and revised department documentation to increase operating efficiency.
- Managed and tracked security equipment projects for the Programming Department
- Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience
- Achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types
- Monitor and program all security infrastructure systems related hardware and software independently
- Troubleshoot and diagnose security infrastructure systems and work with field technicians to achieve optimal system performance
- Perform system set up in the field (connection and component level)
- Resolve customer service issues independently and as a part of a team
- Interact with external and internal customers via telephone, email and in person independently and promote a positive customer service atmosphere
- Perform or assist in new hire training and cross training
Leader, Information Technology
Vantiv, now WORLDPAY
01.2016 - 01.2019
- Monitor, support and troubleshoot complex IT infrastructure to resolve operating issues; including failures and service level degradation
- Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to Vantiv employees and customers
- Function as an escalation point, owning any problem through resolution
- Orchestrate the daily activities of multiple teams within the datacenter while also working with multiple external teams in restoration of service
- Maintain detailed reports allowing team supervisors to pinpoint weakness and develop customized training programs for technical support agents
- Audit team schedules to meet business needs in conjunction with daily work volume
- Hire, train and mentor staff
- Resolve internal customer issues or concerns within operational level agreements, while ensuring external customer issues are handled within service-level agreements
- Identify and implement department process improvements and efficiencies
- Ensure appropriate escalation of customer service, operational and/or employee problems
- Provides evaluations and recommendations of resources needed to accommodate increases in volume due to mergers, acquisitions, centralization, and new business
- Assists in implementing these improvements
- Lead restoration of service during major outages serving as incident manager for Vantiv
- Review and approve employee payroll through ADP
- Implement and maintain an Employee of the Month program for the organization
Sr. Technology Specialist
Vantiv, now WORLDPAY
01.2015 - 01.2016
- Use network monitoring tools to ensure a healthy environment for the company as well as customers
- Perform second level support on routers for the company and the majority of its customers
- EX: Status router interfaces, view logs, view access list, view NAT tables, view access lists
- Act as a liaison between the company and 3rd party vendors and/or communications companies to repair broken network connections
- Use mainframe monitoring tools to ensure healthy applications and assisted in restoration of applications
- Serve as a point of escalation as SME (Subject Matter Expert) to peers and new hires
- Perform duties of technology specialist
Technology Specialist
Vantiv, now WORLDPAY
01.2014 - 01.2015
- Provide customer support to internal and external customers
- Monitor and resolve issues for multiple lines of business
- Monitor and troubleshoot issues for merchant and financial institution authorization links
- Monitor and troubleshoot issues with ATMs for Financial Institutions
- Perform basic network troubleshooting for customer connections
- Use programs such as ServiceNow, Gasper, SecureCRT, Raft, Netview, ROSCOE, Mainframe tools, and Microsoft Office Suite
Help Desk Engineer
CONEXIO
01.2010 - 01.2014
- Resolve Client issues, such as network connectivity, email, hardware, software issues, etc
- Via phone and/or in person
- Environment consists of mostly Windows and Novell
- Develop and maintain images for department workstations
- Support printers, mobile devices, fax machines, and other networking equipment
- Work hands on with departmental leads to develop plans for device deploys to ensure minimum work outages
Education
Associate of Applied Science Degree - Computer Network Administration
BECKFIELD COLLEGE
Florence, KY06.2004
Bachelor of Business Administration - Management
EASTERN KENTUCKY UNIVERSITY
Richmond, KY05.2027
Skills
- Relationship building
- IT infrastructure management
- Information technology
- Expert problem solving
- Project management
- Information security analysis
- Information Technology Knowledge
- IT vendor management
- Process improvement
- Information technology support
- Recruitment and hiring
- Equipment troubleshooting
Career Achievements
- Dean’s list at Beckfield College
- Received multiple promotions throughout my career
- Member of United Way Emerging Leaders Group
- Dean’s List and President’s Award at EKU for Fall of 2024
- Microsoft Excel Advanced Badge (Cengage 2024)
Timeline
BSOC Infrastructure Programmer
Fifth Third Bank
01.2019 - Current
Leader, Information Technology
Vantiv, now WORLDPAY
01.2016 - 01.2019
Sr. Technology Specialist
Vantiv, now WORLDPAY
01.2015 - 01.2016
Technology Specialist
Vantiv, now WORLDPAY
01.2014 - 01.2015
Help Desk Engineer
CONEXIO
01.2010 - 01.2014
Bachelor of Business Administration - Management
EASTERN KENTUCKY UNIVERSITY
Associate of Applied Science Degree - Computer Network Administration
BECKFIELD COLLEGE
Similar Profiles
Ricky DiazRicky Diaz
CSR at Fifth Third BankCSR at Fifth Third Bank
Kayla FrazierKayla Frazier
CSR at Fifth Third BankCSR at Fifth Third Bank
Jasmine BrysonJasmine Bryson
Credit Bureau Specialist at Fifth Third BankCredit Bureau Specialist at Fifth Third Bank
ALEXANDER DIAZALEXANDER DIAZ
Personal Banker at Fifth Third BankPersonal Banker at Fifth Third Bank
KRISTEN WOTOWIECKRISTEN WOTOWIEC
Adjunct Professor- (School of Education and Counseling) at Cleveland State UniversityAdjunct Professor- (School of Education and Counseling) at Cleveland State University