PRESTON COOLEY
@prestoncooley
I’m an IT Help Desk Analyst focused on Tier I desktop support, SLA compliance, and fast first-contact resolutions.
ZimbabweWhat I'm looking for
I provide Tier I desktop and end-user technical support in remote and onsite environments, resolving issues via phone, email, chat, and remote assistance. At Wheels Inc., I improved first-contact resolution to 70% and sustained 95%+ SLA compliance while managing 50+ monthly service requests.
I’m strong in identity and productivity support—provisioning and deprovisioning user accounts in Active Directory and Microsoft 365 for 100+ employees, troubleshooting VPN connectivity, access, password resets, and Office issues. I also administer SharePoint Online and Microsoft 365, managing 30+ team sites and using RBAC for 200+ users; I optimized SharePoint organization to reduce file search time by 20% and automated reporting with Excel to cut manual effort by 25%.
Previously, I supported 50+ users weekly at Leidos, performing system maintenance and patching that reduced downtime by 15%, while escalating complex issues to Tier II and reducing resolution time by 20%. My earlier production-technology background strengthened my documentation, workflow improvement, and customer communication—skills I bring to every support ticket.
Experience
Work history, roles, and key accomplishments
Help Desk Analyst
Wheels Inc
Jan 2025 - Present (1 year 5 months)
Provided Tier I support (phone/email/chat), resolving 70% of issues on first contact and maintaining 95%+ SLA compliance for 50+ monthly requests. Managed Active Directory/Microsoft 365 provisioning for 100+ users and administered SharePoint Online (30+ sites), improving document discoverability and reducing search time by 20%.
Inventory Specialist
GXO Logistics Inc
Jan 2025 - Jan 2025 (0 months)
Managed $2.5M in inventory across electronics, peripherals, and consumable supplies. Investigated 100+ inventory discrepancies, improved inventory accuracy by 20%, and reduced overstocking to contribute to approximately $15K in annual savings.
IT Help Desk Technician
Leidos Inc
Jan 2023 - Jan 2023 (0 months)
Delivered desktop and end-user support to 50+ users weekly, troubleshooting Windows issues, VPN connectivity, network problems, and Microsoft 365. Performed maintenance on 50 devices, reducing downtime by 15%, and escalated complex issues to Tier II to reduce ticket resolution time by 20%.
Production Technician
The Coca-Cola Company
Jan 2016 - Jan 2023 (7 years)
Maintained 98% accuracy in SAP tracking and reporting systems while overseeing inventory of 1,000 materials. Led a cross-functional team of 7 to improve internal customer satisfaction by 25%, increased line efficiency by 20% with performance dashboards, and reduced forklift incidents by 50%.
Education
Degrees, certifications, and relevant coursework
Microsoft
MS-900, Microsoft 365 Fundamentals
Earned the MS-900: Microsoft 365 Fundamentals certification from Microsoft in 2025.
North Carolina State University
Cyber Security Bootcamp, Cyber Security
Completed a Cyber Security Bootcamp at North Carolina State University in 2024.
North Carolina State University
CompTIA Security+, Cybersecurity
Earned the CompTIA Security+ certification in 2024 via North Carolina State University.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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