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Support Representative/Help Desk

Damascus, MD
March 20, 2018

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Amber Alexandria Morgan

**** ******* **** #***

Greenbelt, MD 20770

Home: 301-***-**** Cell: 301-***-****


Highly qualified and dedicated IT professional with a combination of superior customer service. Adept at streamlining workflow processes, improving overall Productivity, and achieving all company goals and objectives. Energetic and goal-oriented with an impressive performance record and a well-rounded background in optimizing internal support Performance.


Background in Microsoft Office 2003-2010 (Word, PowerPoint, Excel)

Strong customer service, accounting and management skills

Ability to effectively communicate and work well with others

Ability to work independently and perform multiple tasks

Troubleshoot hardware/software

Troubleshoot network connectivity

Software installation support

Phone and e-mail support




Strayer University – Suitland, Maryland

Bachelors of Science in Information Systems and Cybersecurity- Present – Expected Graduation May 2018

ITT Technical Institute – Springfield, Virginia

Associate of Applied Science Degree in Information Technology - Network Systems & Administration, April 2016



Metalogix Software/ NW, Washington, DC June 2016 – Present

Work with customers to resolve difficult cases in challenging environments

Provide and ensure customer confidence in abilities and products

SharePoint experience

Support escalated cases and knowledge share with support representatives

Create knowledge base articles and perform customer training sessions

Communicate to the worldwide support team

Lead and mentor younger team members

Work with large high secured customers

Perform and use CRM and windows operating systems along with using Powershell and SharePoint online

Manage, track, report, process and assign tickets daily and across shifts.

Responsible for opening, tracking and closing tickets.

Define and classify level, priority and nature of problem, request and/or issue.

Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.

Actively manage incident tickets and provide status updates on each ticket per SLA.

Collect information about incidents and problems to evaluate root causes. Report information and make recommendations to the Service Desk Manager, Operations Manager and other stakeholders.

Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.

Troubleshoot to determine problems for operating systems, applications, network, or mobile issues.

Ability to craft technical and professionally written outage notifications and updates to incident stakeholders.

Provide system and application diagnoses to remediate issues while engaging other teams as needed.

Serve as service desk escalation support to customers, systems and application owners.


The Gadget Guys/Fort Washington, MD June 2015-December 2015

Maintaining records of problems, remedial actions and installation activities

Troubleshooting a variety of computer issues and assist in resolving computer issues

Set up equipment for customers, to ensure proper installation, operating systems and appropriate hardware

Conferred with users and conduct diagnostics to help resolve problems and provide technical assistance


PetSmart, Oxon Hill MD November 2013 – June 2016

Calculate total payments received during a time period, and reconcile this with total sales

Compile and maintain non-monetary reports and records

Keep periodic balance sheets of amounts and numbers of transactions


Charlotte Ruse, Oxon Hill, MD December 2014 – October 2015

Stock store shelves, locate items for customers, and ring up customer purchases at the cash register

Controlled the fitting rooms, assemble product displays, and maintain store cleanliness

Provided knowledge and insight of current fashion trends and flexible schedule availability


Wendy’s International, Inc., Oxon Hill, MD May 2011 – February 2014

Computed and recorded transactions at POS terminal

Issued receipts, replace orders, and maintain cleanliness of workstations

Implemented health and safety guidelines and follow all company policies and operational procedures

Provide quality products and services while maintaining a safe and clean environment to ensure one hundred percent customer satisfaction

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