Michael Cooper
Willard
Summary
Customer-centric IT professional with over a decade of experience in user support and endpoint management. Demonstrated ability to streamline processes and enhance user experience, recognized for training new hires and receiving awards for excellence. Eager to leverage extensive knowledge of corporate workflows to contribute to the Identity and Security Engineer team.
Overview
15
15
years of professional experience
Work History
Endpoint Management
Bass Pro shops
01.2022 - Current
- Utilized multiple systems across all business lines to support company operations.
- Trained new hires and continued to mentor them.
- Established walk-up desk at Base Camp, providing IT assistance to corporate employees.
- Managed warranty claims through Dell for all company computers, ensuring timely resolutions.
- I am part of the new hire welcome team that provides white glove service for newly hired outfitters at Base Camp.
- Honored with Outfitter of the Month and the Silver Sentry award.
Technical Care Representative
T-Mobile
01.2013 - 01.2022
- Supported large user base by identifying pain points and simplifying complex troubleshooting steps over the phone, enhancing user experience.
- Coached representatives, filled in for supervisors during absences, and managed responsibilities during emergencies to maintain team operations.
- Provided expert technical support for mobile device issues and troubleshooting.
- Assisted customers in understanding device features and services offered.
- Collaborated with teams to resolve complex technical inquiries efficiently.
Assistant Manager
Next Level Games
01.2011 - 01.2013
- Led daily operations and maintenance of store front, overseeing inventory management, customer relations, and product acquisitions.
- Coordinated staff and shipping for console repairs, ordered stock from vendors, and managed budgets across sales areas.
- Trained coworkers and customers on complex game rules, enhancing understanding and engagement during sessions.
Skills
- Endpoint management
- Device lifecycle management
- System management
- Technical troubleshooting
- User support
- User training
- System learning and application
- User-focused policy enforcement
- Problem solving
- Analytical and critical thinking
- Attention to detail
- Conflict resolution
- Effective communication
Projects
UPDATED ALL CASH MANAGEMENT SOFTWARE – 2024 AND 2025, Deployed Cash management software upgrades to 175 stores by organizing a force to process them in batches.
REPLACED ALL CLUB PRINTERS - 2024, Staged remote replacement of outdated printers for each store’s Club Booth to deploy a break fix in order to reduce impact on a critical revenue source.
WALK IN CLINIC LAUNCH - 2023-CURRENT, Created and maintain a walk-in clinic for Base Camp outfitters allowing them to get hands-on assistance, reducing travel time for IT support and creating a more friendly reputation for the department.
References
- Ross, Taylor, Manager, 417-402-3988
- Zach, Harper, Former Supervisor, 417-365-1558
- Nelson, Burrell, 316-221-0293
Accomplishments
- Outfitter of the Month
- Silver Sentry
Timeline
Endpoint Management
Bass Pro shops
01.2022 - Current
Technical Care Representative
T-Mobile
01.2013 - 01.2022
Assistant Manager
Next Level Games
01.2011 - 01.2013