Troy Copple
- 1. Troy B. Copple. Hollywood FL, 33021 [email protected] (954) 668-4977 PC hardware and Operating Systems, (XP, Vista, Windows 7, Linux). OSI Model, TCP/IP Ethernet, LAN, WAN, internetworking and basic telecommunications technologies. Network design implementation and management Programming, database concepts. Installing, maintaining and managing desktop/client operating systems (Microsoft). Administering shared folders, DNS, Active Directory and group policy. Securing and troubleshooting network resources, (Juniper, Citrix) Experience and administration skills in creating accounts in Active Directory (AD) Maintaining and providing access through Securityu Groups, inboxes and distribution lists through Active Directory (AD) Experience with POP, SMTP in Google Mail EPR Applications such as Oracle eBiz and PeopleSoft Education ITT Technical Institute, Duluth, GA Graduated October 2, 2015 Bachelors of Science: Information Systems and Cyber Security; GPA 3.8 Awards- Highest Honors recipient since December 2009 (ABK) Alpha Beta Kappa Highest Honor Society (NTHS) National Technical Honor Society ITT Technical Institute, Ft. Lauderdale, FL Graduated December 15, 2011 Associate of Science: Information Technology/Computer Network System; GPA 3.9 Awards- Highest Honors recipient since December 2009 (ABK) Alpha Beta Kappa Highest Honor Society (NTHS) National Technical Honor Society Professional Experience Spirit Airlines – Miramar, FL Contract July 1, 2016 – October 24, 2016 Analyst, IT End User Technology ● Travel from site to site to install, configure and support computer desktop environment. ● installing/mapping printers ● installing and configuring Windows ● modifying and configuring Office 2013 ● copying, transferring and cross checking user profile data for workstation refresh Quality Technology Services –Suwanee, GA Full Time December 3, 2013 – March 1, 2016 Data Center Technician Provide QTS customers remote hands/eyes assistance. Manage hardware and software configurations as well as installation of QTS managed products and services. Plan and implement new structured cabling projects as well as maintenance of existing cable. Maintain accurate and detailed logs and updates according to QTS SOPs to ensure prompt client resolution and escalation when necessary. Install and build data center infrastructure; including, but not limited to: cabinets, wired media, ladder racks, fiber optic tray, PDUs according to customer plans and QTS standards. Work with customers, other systemengineers, and management to communicate ticket status Ensure proper utilization of QTS ticketing system; tickets are being opened for new client issues,working tickets to resolution and escalate tickets when necessary, and review all tickets for appropriate documentation and processing. Ability and capability to perform, multi-task effectively in high pressure situations. Visually monitor IT hardware and proactively address issues with key management. The QTS Data Center Operations is a full-time operation- 7x24x365 organization- this position requires shift work and at times working holidays Advance Tech Support- Boca, FL Full Time January 2013 – December 2013 Remote Tech Support Provided Quality customer service with every customer interaction. Troubleshooting and repairing a variety of issues remotely that customers encounteron Windows based computers. Multi-tasking will be required as you will be working multiple sessions at one time. Holding customers hands through every step of the repair process and explaining clearly so the customer understands what I am doing.
- 2. Arise- Miramar, FL Full Time December 2011- January 2013 Technical Support Specialist Respond / resolve technical issues from clients, remote contractors,and corporate end users. • Diagnose and resolve escalated technical issues until resolution in accordance with pre-determined escalation procedures. • Open, capture details, resolve and close tickets in the IT Service Management application (Service-Now). • Ability to peruse multiple issues for commonalities, then diagnose and resolve the issue(s). Present recommendations for additions and/ormodifications to Service Desk knowledgebase to ensure information for troubleshooting issues and proven resolutions are repeatable by all support specialists. • Monitors systemstatus ofnetwork, servers, PBX and takes action when necessary. • Prioritize time, tasks, project and ability to work independently. Ability to multitask in a very fast paced, high volume environment. • Must be able to type 40 words per minute accurately. • Perform other job duties as assigned. • The position will require shiftwork on a 24/7/365 basis in the Miramar facility. Blue Interactive Agency– Fort Lauderdale, FL Part Time February 2008 – March 2011 Information Technology Technician (Part Time) Provided computer support and technical training on hardware/software to end users. Performed diagnostics and troubleshooting ofsystemissues. In-depth knowledge and understanding ofnumerous software packages and operating systems (XP, Vista, Windows 7, Linux). Assembled and installed a wide array of computer systems,workstations, and peripheral hardware. Setting permissions on Active Directory. Microsoft- Boca, FL Full Time June 2010- November 2011 Online Services Support Engineer Responsible for troubleshooting and debugging minor program bugs. Responsible for migrating users at one time into online services. Resolve questions and problems from higher Technical Support. Help customers with further education on Business Productivity Online Suite (Exchange Online, SharePoint, Office communicator online, Live Meeting) Troubleshooting with the Easy Assist tool, while providing professional customer service over the phone. Used the Auto-In ticketing systemwhile providing Web service requests at the same time. Chili’s Grill & Bar Restaurant – Weston,FL Full Time March 2007 – June 2008 Manager Extensive profit/loss experience in standardization of portions and implementation of labor cost controls; documented end -of- month reports as well as daily and weekly transactions. Oversaw front of the house operations for this $4.5 million operation. Managed 22 shift associates comprised of server and buss staff, kitchen and bartending teams. Conducted interviews of possible new employees; coordinated and administered new employee orientation; consistently. Provided coaching and on-going training in accordance with Brinker International’s corporate standards. United States Army Full Time July 8, 1993 – February 16, 2007 Sergeant Responsible for the health, welfare, and discipline of 40 soldiers in Fort Hood, TX and 25 soldiers while deployed to Operation Iraqi Freedom for two years. Inventoried, ordered and maintained all products in the Dining facility. Plans and implements menus to ensure nutritionally balanced meals. Ensure accuracy of accounting and equipment records. I develop and initiated standing operating procedures (SOP), Safety, Energy, Security and Prevention Programs. Decorations Medals Army Commendation, Army Achievement (3), Global War On Terrorism Service, Iraq Campaign, Non Commissioned Officer Professional Development Ribbon, NATO Medal, Multinational Force and Observers,Air Assault