Open to opportunities

Kristin Cooley

@kristincooley

Message

I resolve complex technical support issues across enterprise systems, networks, and data centers.

United States

Message

What I'm looking for

I'm seeking a technical support or repair role with a company that offers opportunities for advancement.

I've supported enterprise customers at Secure-24 / NTT since 2016, resolving issues from account locks to data center outages across Active Directory, Microsoft 365, Azure, vSphere, Exchange, SAP, and customer-specific systems. I’ve served as an MSP generalist, core customer support team member, and SME while consistently exceeding quality, metric, and customer-feedback expectations.

Previously, I supported pharmacy systems at McKesson and nationwide POS environments for Dunkin’ Donuts, troubleshooting servers, networks, hardware, software, and peripherals. I’m comfortable working independently, on call, and under SLA pressure, with more than 15 years in business technical support.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Representative

Current

Secure-24 / NTT

Sep 2016 - Present (10 years)

Provided technical support for customer issues, from account locks to data center outages, and worked as an MSP generalist and core team member. Exceeded metrics, quality, and customer feedback on each project.

Active Directory O365 Azure VSphere Exchange SAP ITIL System Administration Windows Linux Unix Virtualization Networking Ticketing Systems

Support Specialist

McKesson Pharmacy Systems and Automation

Jun 2012 - Feb 2016 (3 years 8 months)

Supported pharmacy point of sale registers, servers, network, and peripherals, and maintained PCI and HIPAA compliance. Provided top quality customer service and built a knowledge base of issues and resolutions.

SQL SCO Unix Networking Remote Support

Remote Support Technician

Tech Team / HCS – Dunkin Donuts

Feb 2010 - Sep 2011 (1 year 7 months)

Supported nationwide POS and back office hardware and software, troubleshooting hardware, network, and software issues. Promoted to tier 2 in under six months and served as subject matter expert in Bluecube/RPS.

Windows Radiant RPOS Bluecube RPS VNC Customer Service SLA Management

Computer Technician

Self Employed

Jan 2007 - Jan 2010 (3 years)

Provided PC repair, networking, virus and spyware removal, and system analysis. Maintained an outstanding service record with 80% referrals generated.

Networking Virus Removal Spyware Removal System Analysis

Management & Professional Body Piercer

Karma Body Art

Jan 2004 - Jan 2007 (3 years)

Managed shop operations, budgeted purchases of supplies and equipment, and was accountable for all cash. Implemented procedures and protocol to exceed health code regulations.

Management Budgeting Cash Handling

Mover / Driver

RTV Movers

Jan 2000 - Jan 2004 (4 years)

Started and completed scheduled jobs on time and professionally, guaranteeing customer satisfaction. Maintained a less than 2% incident breakage during moves.

Move Driving Customer Service