IT Services Lead

SEAN P. MORRIS

****.*******.******@*****.*** 425-***-**** 16139 120th Ave. NE, Bothell, WA 98011 SUMMARY OF QUALIFICATIONS

Personable IT support professional practiced at managing end-to-end support in a fast-paced environment. Known for providing exceptional customer service and communicating effectively at all levels. Track record of mentoring team members as a peer and leader. Creative problem-solver with a passion for ongoing improvement and delivering enduring solutions.

EXPERIENCE

Bungie, Bellevue, WA April 2015 – December 2017

IT Lead January 2017 – December 2017

• Guided technical support for a ~1000-person organization, including multiple satellite partners

• Interviewed, hired, trained and managed a team of ten in a high-pressure environment

• Mentored team members and provided coaching on career development, technical skills development and customer service best practices - achieved direct-report satisfaction score of 95%

• Served as lead administrator for multiple applications including Shotgun, Kaspersky Security Center and Adobe Creative Suite/Cloud

• Reviewed software license agreements (EULAs) and made recommendations on appropriate usage scenarios within engineering processes

• Assessed and created security policies and exceptions in collaboration with senior security engineer

• Authored technical process and procedure documentation to ensure business continuity

• Acted as the primary escalation point between business users and IT Support; drove successful issue resolution with a focus on quality and user satisfaction

• Analyzed and prioritized tickets, projects and other requests for the IT Support department

• Created new processes to address IT Support pain-points and inefficiencies, such as moving from an on- call phone to a centralized escalation system

• Built and presented business case for training on key systems

• Initiated post-mortems to identify and address areas for improvement Associate System Administrator April 2015 – January 2017

• Provided technical support for a ~1000-person organization, including multiple satellite partners

• Authored runbooks for the use of new software and technologies

• Designed, documented and implemented a software review process for analyzing, approving and tracking third-party licensed software

• Performed troubleshooting in order to resolve workstation and server issues, with a focus on Windows operating systems and tools

• Wrote technical process and procedure documentation to ensure business continuity

• Planned and executed special projects that involved unique IT requirements and cross-department orchestration

• Delivered on-call and extended support for peak business periods

• Organized and participated in office moves and expansions Clark Nuber, Bellevue, WA November 2007 – April 2015 Desktop Support Technician February 2011 – April 2015

• Managed a help desk providing onsite and remote services to nearly 200 employees and executives

• Specialized in troubleshooting the Windows 7 operating system, Office 2010 and Office 2013

• Performed and supported IT operations using a range of tools, on-premises applications and cloud services

• Wrote technical process and procedure documentation to ensure business continuity

• Authored and sent company-wide IT updates, providing critical information in a concise and consumable format

• Designed, deployed and serviced a variety of custom images utilizing Hyper-V technology, Group Policy and Microsoft Intune

• Developed and delivered customized technical trainings on topics such as Lync, OneDrive for Business and remote access – commended for ability to communicate technical concepts to audiences of all levels

• Planned and tracked spending against an annual budget of nearly $500,000

• Collaborated with system administrator to update and upgrade servers; perform basic system administration tasks as required

• Worked with business analyst and director of IT to evaluate new technologies, determine relevance and devise implementation strategies as appropriate

• Provided on-call support and extended in-office support for peak business periods

• Planned and executed a rollout of 200 desktops and laptops utilizing Active Directory, Hyper-V and Windows Deployment Services

• Employee of the Year 2014: Awarded for patience, work ethic, knowledge and excellent customer service Office Services Coordinator November 2007 – January 2011

• Managed relationships with over 30 vendors; negotiated annual contracts

• Researched and developed a comprehensive employee wellness program that contributed to Clark Nuber’s recognition as one of the best companies to work for in America

• Managed office renovations and expansions under aggressive timelines across multiple vendors

• Co-designed, implemented, and maintained an award-winning disaster preparedness program

• Developed, optimized, and maintained a comprehensive manual for all the duties preformed in the Office Services Coordinator role

• Trained and mentored new Office Services Coordinator to ensure no disruption in employee services during transition to IT role

EDUCATION

Oregon State University, Corvallis, OR 2003 – 2007 Bachelor of Science, Political Science

SKILLS AND CERTIFICATIONS

• Microsoft Certified IT Professional (MCITP/MCSA) Enterprise Desktop Administrator on Windows 7

• Highly proficient in Adobe Creative Cloud Administration, Kaspersky Security Center, MS Office Suite, Shotgun Software, Windows OS Troubleshooting Tools and Windows Debugger

• Proficient in Active Directory, Android, Linux, Exchange, Great Plains, Hyper-V, iOS, Lifesize, Open Management Software (OMSA, ServerRAID, ILO), Ops Genie, Palo Alto Firewall, Palo Alto Global Protect, PowerShell, QuickBooks, Right Networks, Scrum, SharePoint, ShoreTel and Smartsheets

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