Mark Cooper

About Mark Cooper

Senior IT Specialist / Engineer with a Bachelor of Science in Computer Information Systems (CIS) and extensive experience in technical and business environments, including roles at Apple, Microsoft, Compaq, and Unisys. Senior professional leadership role experience as a Senior IT Infrastructure Technical Specialist and Digital Operations Partner (DAC). Offering over 5 years of Executive-Level/White Glove IT Support and 10+ years of 100% remote work experience, with expertise in Tier 3 Desktop Support, Technical Support Lead / IT Trainer, Application Engineering, Systems Analysis, Mac Specialization, and Mobile Device Management (MDM) using platforms such as Intune, AirWatch, and MobileIron. Proficient in Identity Access Management (Courion IAM), Google Workspace Administration, BYOD integration, VoIP and Cisco IP Phone systems, encryption technologies (Credant, BitLocker), and IT training. Recognized for exceptional problem-solving, organizational, and interpersonal skills, with a proven ability to manage priorities in fast-paced environments, deliver superior client satisfaction, and effectively collaborate with diverse teams through outstanding communication and leadership.Current Professional development:PMP Project Management, ITIL V4 Foundation - Certificate code : 76•••52 and PowerShell trainee.

Experience

1. Senior IT Infrastructure Technical Specialist

   Worley

   Feb 2025 — Present · Houston, TX, US

   Senior professional leadership role providing Relationship Management - Hi-touch vs hi-tech.Utilizing in-depth knowledge, advanced problem-solving skills and an awareness of project priorities to translate strategic direction into tactical plans and implementation activities.Serves as the primary liaison between the major project team and Worley Digital, representing the project in all planning and strategic discussions.Partners with the IT organizations responsible for ITIL service management-based processes associated with Incident, Problem, Change, Availability, and Release Management.Critical executive / client support. Assist others and troubleshoot issues.Ensure all necessary onboarding support is made available to People Group(s), Hiring Managers, etc.Manages smaller projects, or portions of larger projects. Responsible for the daily administration of project related policies and processes for the project to meet business objectives.Provide reporting and submitting of incurred expenses - travel – hotel.Liaison between Stratos staff and Service Desk, regardless of physical location.Main point of contact for Escalations - Urgent / Critical IT - Escalated unresolved issues.Checks / Monitors all service tickets tagged to Stratos, prioritize and rescue as needed.Stratos IT Support Teams channel - Dedicated DAC/Stratos IT Channel to post daily/weekly availability updatesDaily assist with new hires for 2 major projects - DAC + VG CP2Provide new hire account assistance to onsite personnel – password and MFA resetsUtilize experience in computer programs: ServiceNow, Microsoft 365 suite, AD - Active Directory, SCCM, Microsoft Project, Microsoft Teams, Microsoft SharePoint, O365 Admin Center, Visio, Apple iPadOSSkills -> Entra ID, ITIL, ITSM, Scripting ( PowerShell )Ongoing training - PMP Project Management, Networking, Leadership Development, Masterclasses, ITIL, PowerBI, Excel, PowerShell, Journeys -> Professional, Functional and Leadership skills

Education

• DeVry University

  Bachelor of Science - BS, Computer Information Systems