Ryan Cooper

IT Support Specialist

ITIL-certified IT Support Specialist with 4 years of experience providing 1st and 2nd line support. Skilled in Active Directory, O365 administration, and end-user device management across enterprise environments.

[email protected] +44 7700 900216 London, UK
LinkedIn
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Skills
Work Experience
IT Support Specialist (2nd Line)
Capita
May 2022 — PresentCurrentLondon, UK
  • Resolve 40+ IT support tickets daily across Windows, Mac, and Linux environments
  • Manage Active Directory for 2,000+ users including group policies, permissions, and account provisioning
  • Reduced average ticket resolution time from 4 hours to 1.5 hours through improved triage processes
  • Led Office 365 migration for 500 users with zero business disruption during switchover
IT Support Technician (1st Line)
Computacenter
Aug 2020 — Apr 2022Hatfield, UK
  • Provided first-line support via phone, email, and remote desktop for 800+ end users
  • Maintained 95% first-call resolution rate on hardware and software issues
  • Set up and configured 300+ laptops and workstations for new joiners including imaging and deployment
Skills
Windows/MacOSActive DirectoryNetworkingITILServiceNowTroubleshootingO365 AdminHardware Setup
Education
BSc Information Technology, Information Technology
University of Hertfordshire
2015 — 20192:1 Honours
Languages
English
Native
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