William Cooper
AZ
Summary
Accomplished Senior IT Professional with over 15 years of experience in IT and manufacturing support, specializing in IT systems engineering, infrastructure management, and crisis response. Proven expertise in diagnosing complex hardware and software issues, leading teams, and managing large-scale IT projects. Adept at both proactive and reactive support across diverse platforms including Windows, Unix, and Linux. Seeking to leverage extensive technical skills and leadership experience in a challenging IT or manufacturing engineering position.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manufacturing Automation Infrastructure Engineer & Durable Core Team Lead
Intel
09.2020 - Current
- Lead engineering support for manufacturing automation, overseeing systems including Windows, Unix, Linux, Dell EMC SAN, and VMware
- Manage security access, cyber security responses, DNS and DHCP configurations, and fiber switch support
- Conduct daily huddles and passdown meetings, drive Manufacturing IT crisis response, and manage post-incident reports
- Perform root cause analysis, understanding stakeholder concerns so they can be addressed, and oversee service request assignment and resource prioritization.
Manufacturing Service Desk Automation Engineer
Intel
01.2016 - 09.2020
- Delivered 24/7 diagnostic and support services for Intel’s Manufacturing IT automation applications and systems
- Supported automation software, network infrastructure, crisis management, and account management across global operations
- Managed global support through various media including phone, email, chat, and SCOM alerts
- Acted as Backup Shift Lead, overseeing resource management, data analysis, and training for junior engineers.
Level 3 New Business Systems Technician
CompuCom Systems at Intel
04.2014 - 12.2015
- Provided support for out-of-scope software and hardware, ensuring IT security compliance and system integration
- Managed OEM OS upgrades, domain integration, and customer software installations.
Linux Server OPS Technician
CompuCom Systems at Intel
07.2013 - 04.2014
- Diagnosed hardware issues, coordinated warranty repairs, and managed OS provisioning and bulk hardware upgrades in a data center environment
- Assisted with server rack wiring, downtime scheduling, and secure offsite backup transportation.
IT Service Center Point of Contact
CompuCom Systems at Intel
12.2011 - 07.2013
- Managed process changes, escalations, and provided preventive maintenance for various platforms
- Assisted with system configuration, software installations, and data recovery.
IT Service Center Technician
CompuCom Systems at Intel
06.2011 - 12.2011
- Delivered customer support for hardware/software issues, performed preventive maintenance, and handled software and OS installations.
OS Build/Computer Disposition Center/Last Day in Office Technician
CompuCom Systems at Intel
06.2009 - 06.2011
- Processed and redeployed assets, managed inventory, and handled data erasure and OS provisioning.
Operator
Man Power at Freescale Semiconductor
08.2007 - 01.2009
- Operated and qualified automated tools and metrology equipment, ensuring compliance with product specifications.
Education
Bachelor of Science in Technology Management -
Northern Arizona University
Flagstaff, AZ01.2015
Associate in Applied Science in Networking System Administration -
Mesa Community College
Mesa, AZ01.2014
Associate in Applied Science in Linux Networking Administration -
Mesa Community College
Mesa, AZ01.2014
Skills
- Customer Support: Expertise in providing exceptional support via phone, chat, email, and in-person interactions
- Technical Diagnostics: Advanced skills in troubleshooting Windows, Unix, and Linux systems
- System Administration: Proficient in Windows OS installation, Active Directory management, and Linux distributions (SUSE, CentOS, Debian, etc)
- Networking: Skilled in data center network configuration, Cisco CLI, subnet planning, and troubleshooting
- Data Security: Knowledgeable in encryption methods and data recovery, including PGP, McAfee EEPC, Intel SED, and Bitlocker
- Hardware Management: Experienced in diagnosing and resolving hardware issues, managing upgrades, and remote server management
- Project Management: Effective in resource allocation, crisis management, and team leadership
- Ticketing Systems: Proficient in ServiceNow and BMC Remedy for managing IT incidents and service requests
Certification
CompTIA A+ and Network+ Certifications
Timeline
Manufacturing Automation Infrastructure Engineer & Durable Core Team Lead
Intel
09.2020 - Current
Manufacturing Service Desk Automation Engineer
Intel
01.2016 - 09.2020
Level 3 New Business Systems Technician
CompuCom Systems at Intel
04.2014 - 12.2015
Linux Server OPS Technician
CompuCom Systems at Intel
07.2013 - 04.2014
IT Service Center Point of Contact
CompuCom Systems at Intel
12.2011 - 07.2013
IT Service Center Technician
CompuCom Systems at Intel
06.2011 - 12.2011
OS Build/Computer Disposition Center/Last Day in Office Technician
CompuCom Systems at Intel
06.2009 - 06.2011
Operator
Man Power at Freescale Semiconductor
08.2007 - 01.2009
Bachelor of Science in Technology Management -
Northern Arizona University
Associate in Applied Science in Networking System Administration -
Mesa Community College
Associate in Applied Science in Linux Networking Administration -
Mesa Community College
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