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Customer Service Help Desk

Powder Springs, Georgia, United States
November 14, 2017

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Rondalyn M. Morgan

**** ********* ***** ** *******, GA 30331 404-***-****

OBJECTIVE An engaging career as a Technical Support Specialist to assist a company in achieving their goals

with excellence


Application: Prism E1 (Oracle), GEMS Office 365

SolarWinds Orion, IPMonitor Bomgar FileZilla Linux Unix Tivoli

NetView AppWorx VPSX Print Server Remote User Manager(RUM)

ipMonitor 10.0 Heat 8.4 Microsoft Suite Microsoft Outlook AppWorx

Operating System: Windows 7 and 10; zOS; zVM1; OS/390, Oracle

Hardware: DocuPrint 100MX, Ricoh, Mainframe

Programming Languages: C++ Visual Basics HTML

Mainframe: TSO, JES2, MQSeries, Unix

EDUCATION B.B.A. Computer Information Systems 2002


CompTia A+ Certification October 2016

Per Scholas Atlanta, Ga


Paradies Lagardere

IT Support Analyst Atlanta, GA 09/17 – Current

• Document, log and track inquiries using Service Now ticketing system

• Identify, evaluate, and prioritize customer problems and complaints to ensure that

register and network issues are resolved appropriately

• Administrator for emails, internal training, and ADP password reset

• Troubleshoot LAN/WAN related issues

• Troubleshoot POS and PC issues from remote locations (internet connectivity,

wireless access, and VPN)

• Troubleshoot, configure, and resolve application and software issues

• Install, modify, and repair computer hardware and software.

• Provide hardware support including, but not limited to HP, Dell, and

IBM/Lenovo desktop and notebook PC’s

• Provide software support including, but not limited to Windows XP,

Windows 7, Microsoft Office Suite, Office 365, and Access

• Configures and troubleshoots network printing on client computers using GERS (telnet)

• Provide top notch customer service at desk side locations

Network Operations Center - Computer Operator 04/07 - 02/17

Printpack Corporate Office Atlanta, GA

• Document, log and track inquiries using Heat ticketing system

• Working within a team environment to support the overall departmental goals of the

IT Department

• Execute batch processing; monitor production environments and respond to messages

in a timely manner

• Initial program load (IPL) of production, development, and mirror environments

• IBM z/OS mainframe, batch job monitoring, CICS online and Beta42 Scheduler

Computer Operator/Robotics Specialist/Supervisor

IBM-OAO Technology Alpharetta, GA 06/03-04/07

• Created reports of daily activities on Lotus Notes.

• Downloaded, transmitted, and processed activities coming off of the mainframes.

• Used MVS commands to answer messages on the console.

• Maintained the drives of the mainframe by correcting any problems.

• Handled hardware/software issues in a timely manner

• Know the level of priority for each hardware/software issue

• Multi-task and be able to handle software issues along with hardware issue and answer

messages on console

• Document problems and solutions using Lotus Notes

• Supervised a team to execute the goals of daily activities

• Reports directly to site manager


FutureSeekers, Inc. Atlanta, GA 2012-Current

• Mentor students from different inner-city high schools in an afterschool program by

helping with homework, advice, and a listening ear.

• Assisted the students in entering the First Robotics Competition. A six week program

to build game-playing robots that weigh up to 120 pounds.

• Awarded the 2012 Mentor of the Year award.

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