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Cory Cooper

@corycooper

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IT customer support and technical troubleshooting specialist with 10+ years improving resolution and incident quality.

United States

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What I'm looking for

I’m looking for a customer-focused IT team where I can troubleshoot complex hardware, software, and networking issues, improve support procedures, and own incident resolution using ServiceNow, Active Directory, and Cisco tools.

I’m a dedicated IT professional with 10+ years supporting customers through customer support engineering, technical analysis, and hands-on troubleshooting across hardware, software, and networking. I’ve delivered end-to-end resolution using tools such as ServiceNow, Cisco Control Hub, and Active Directory, while keeping incidents well logged and moving quickly to close. I’m known for improving productivity by refining procedures and maintaining consistent support availability.

In my most recent role as a Customer Support Engineer for the US Public Sector, I diagnosed and resolved complex networking issues by using Control Hub management workflows and ServiceNow ticketing, including troubleshooting user account and access problems in Active Directory. I also provided user account support and improved troubleshooting procedures through clear documentation and incident tracking.

My earlier roles—spanning Customer Support Analyst and desktop/end-user support—built a strong foundation in root cause analysis, imaging and deployment of workstations, software installation and updates, and support for real-world environments like printers and Point of Sale (POS) equipment. I’ve also worked in network-focused support, including Tier 2 triage of trouble tickets and hands-on experience with fiber optics and network cabling, supported by tools such as Virynet, DPI, and SIMPL. I bring a service-first mindset, disciplined problem-solving, and the communication skills to escalate complex issues effectively.

Experience

Work history, roles, and key accomplishments

Customer Support Engineer

TEKsystems / Cisco

Jul 2024 - Mar 2026 (1 year 8 months)

Delivered customer support for the US Public Sector by diagnosing and resolving complex hardware, software, and networking issues. Troubleshot using Control Hub, Active Directory, and ServiceNow while improving incident logging and support procedures.

Customer Support ServiceNow Active Directory Incident Management

IT Customer Support Analyst

DHHA / CDSA

Apr 2022 - Dec 2023 (1 year 8 months)

Provided IT support for the Department of Health & Human Services by liaising with internal users to resolve hardware and software problems. Delivered user training, administered user accounts via Active Directory, and improved troubleshooting procedures to enhance productivity.

User Training ServiceNow Active Directory Troubleshooting

IT Customer Support Analyst

Dyopath / Caterpillar

Jul 2021 - Apr 2022 (9 months)

Served as the primary point of contact for Caterpillar customers, providing technical support via phone, email, live chat, and in-person interactions. Managed ServiceNow tickets, performed workstation imaging and deployment, installed software updates, and escalated complex issues when needed.

Customer Support ServiceNow Active Directory Workstation Imaging Deployment Ticketing Technical Escalation

Desktop Customer Support Specialist

Innosource / Goodyear

Sep 2019 - Dec 2020 (1 year 3 months)

Provided end-user support in a Goodyear plant environment for computers, applications, systems, and devices. Performed root cause analysis, documented technical cases and procedures, and managed user accounts and password resets in Active Directory.

end user support Root Cause Analysis Technical Documentation Active Directory Password Resets Desktop Support

Technical Support Specialist

Applied Data Technologies

Nov 2016 - Sep 2019 (2 years 10 months)

Managed IT technical support operations for HP printers, laptops, and desktop computers for the Wake County Public School System. Logged requests in ServiceNow, resolved or escalated issues, and worked to minimize user waiting time through efficient call handling.

IT Support ServiceNow HP Device Support Troubleshooting Escalation Management

Network Provisioning Technician

Verizon

Feb 2016 - Nov 2016 (9 months)

Supported Frontier Communications by handling network trouble tickets, performing Tier 2 triage, and managing fault installations. Conducted trouble correlation for voice, VoIP, data, and video issues and helped close tickets using ServiceNow while gaining hands-on fiber optics experience.

Network Troubleshooting Triage Fault Installations ServiceNow Virynet DPI SIMPL

Help Desk Technician

Innovative Emergency Management (IEM)

Nov 2013 - Nov 2014 (1 year)

Provided email support and setups using Outlook Exchange and supported IT case documentation through a ticket system. Managed user account creation and password resets via Active Directory and operated the Switchvox desktop telephone system.

Email Support Ticketing Active Directory Desktop Telephone Systems Technical Support