Technical Support
Resume:
MICHAEL A. MORRIS
Cell - 484-***-**** Reading, PA 19605 ***********@*****.***
Professional Summary
Senior Information Technology\Customer Service Professional with extensive experience in academic, corporate, financial, health system technology, and administrative and business systems. Overall experience includes corporate, financial, health and academic environments. User focused with a reputation for developing exceptional and quality customer service and software training satisfaction.
Professional Experience
Technical Support Analyst - Level 1 & 2
Montgomery Medical Equipment (QMES), Oaks, PA October 2014-Present
Provide technical support to internal/external users on a variety of software/hardware technologies.
Responsible for analyzing and resolving level 1 and 2 support problems received from clients
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Provide remote technical support for software installation and troubleshooting/resolution
Responsible to deliver excellent customer service while providing PC support and installation
Responsible for the processes of onboarding and off boarding employees
Mobile Device Management: smartphones, iPads and Tablets
Operating System: Windows XP, 7 and 10 in a Windows environment
Remote tools: GoToAssist, TeamViewer, Skype and Remote Desktop connectivity
Application Support:MS Office 7, 10, 13, 365, OneDrive, Visio, Imanage, Relixfax, Adobe Writer
Perform adds, moves, changes and setups for Broadview/NexaComm VoIP phone systems
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Conference Room: basic setup and support for audio, video, and video conference needs
Image Software: Windows Deployment Services (WDS)
Ticket System: Spiceworks
Track and update tickets as well as maintain computer and technology equipment database
Encryption Tools: Veracrypt and BitLocker
Interact with vendor support contacts to resolve technical problems
Provide remote and deskside technical support for other regional offices as needed
Works with procurement staff to purchase IT hardware/software supplies and equipment
Computer deployment, research issues, recommend solutions, and end-user training
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Technology Support Specialist - Level 1 & 2
Arcadia University, Glenside, PA February 2012-September 2014
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for analyzing and resolving level 1 and 2 support problems received from clients
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Provide remote technical support for software installation and troubleshooting/resolution
Responsible for the processes of onboarding and off boarding employees
Operating System: Windows XP, 7 and Macintosh in a Windows environment
Install/configure Symantec/MacAfee anti-virus protection software on new and existing PCs
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Responsible to deliver excellent customer service while providing PC support and installation
Computer deployment, research issues, recommend solutions, and end-user training
Tracking Ticket System: Footprints, Zendesk
Track and update tickets as well as maintain computer and technology equipment
Visit other regional offices to provide desktop technical support as needed
Application Support: MS Office 7,10,13, Visio, QuickBooks accounting and Adobe Writer
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Remote tools: LogMeIn, GoToAssist, Skype and Remote Desktop connectivity
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
IT Support Specialist - Level 1 & 2
Airgas Inc., Radnor, PA November 2005-February 2012
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for analyzing and resolving level 1 and 2 support problems received from clients
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Provide remote technical support for software installation and troubleshooting/resolution
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Responsible to deliver excellent customer service while providing PC support and installation
Computer deployment, research issues, recommend solutions, and end-user training
Responsible for the processes of onboarding and off boarding employees
Mobile Devices Management: smartphones, iPads, and Tablets
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Operating Systems: Windows XP/, Vista, and 7 in a Windows environment
Application Support: MS Office 7, 10, 13, Visio, Hyperion accounting, UPS and Adobe Writer
Imaging Software: Symantec Ghost
Remote tools: Net meeting, PC Anywhere, UltraVNC and Remote Desktop connectivity
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Tracking Ticket System: Altiris
Track and update tickets as well as maintain computer and technology equipment
Visit other regional offices to provide desktop technical support as needed
Works with procurement staff to purchase IT hardware/software supplies and equipment
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Major accomplishments:
Supervised and coordinated corporate-wide Dell Batteries Recall for all laptops
Senior Help Desk\Desktop-LAN Support Analyst
Fleet Credit Card/Bank of America, Horsham, PA August 2000-November 2005
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Provide remote technical support for software installation and troubleshooting/resolution
Responsible to deliver excellent customer service while providing PC support and installation
Responsible for the processes of onboarding and off boarding employees
Computer deployment, research issues, recommend solutions, and end-user training
Remote tools: Net meeting, UltraVNC and Remote Desktop connectivity
Operating Systems: Windows NT, 2000, and XP in a Windows environment
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Application Support: MS Office XP and 2003, PeopleSoft accounting and UPS World Ship
Tracking Ticket System: Remedy
Track and update tickets as well as maintain computer and technology equipment
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Major accomplishments:
Supervised and coordinated company-wide testing and implementation of “Small Wonder” (a Windows NT4.0 tool) to company-wide Administrators
Create database for NT profiles, which enable a higher level of security for Administration
Created and maintained a company-wide Re-certification process that enabled a higher level of security for Administration
Senior Desktop\Helpdesk Analyst - Level 1 & 2
Personnel Data Systems, Blue Bell, PA August 1998-July 2000
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Provide remote technical support for software installation and troubleshooting/resolution
Responsible to deliver excellent customer service while providing PC support and installation
Responsible for the processes of onboarding and off boarding employees
Operating Systems: Windows 95 and NT in a Windows environment
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Application Support: MS Office XP, 2003, Visio, Peachtree accounting, UPS and Adobe Writer
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Tracking Ticket System: Remedy
Track and update tickets as well as maintain computer and technology equipment
Computer deployment, research issues, recommend solutions, and end-user training
Works with procurement staff to purchase IT hardware/software supplies and equipment
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Major accomplishments:
Supervised a task team during a company-wide rollout and implementation of
Windows 98 and MacAfee anti-virus protection
Project lead: implementation of company-wide Y2K project
Established a new Procurement System for IT software\hardware, which resulted in a Company
Wide savings of 20-30% and establishing vendor relationships
Lead Desktop\Network Support Analyst - Level 1 & 2
Allegheny/Hahneman Hospitals, Philadelphia, PA December 1996-August 1998
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Provide remote technical support for software installation and troubleshooting/resolution
Responsible for the processes of onboarding and off boarding employees
Track and update tickets as well as maintain computer and technology equipment
Computer deployment, research issues, recommend solutions, and end-user training
Operating Systems: Windows 95 and NT in a Windows environment
Application Support: MS Office XP, 2003, Visio, Crystal reports accounting and Adobe Writer
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Major accomplishments:
Supervised a task team during a company-wide rollout and implementation of Windows 95 and 98, Internet Explorer, and Netscape browsers to 3000 end-users
Charged with responsibilities of special projects implementing and on-going support for all aspects of data related needs
Lead Desktop\Network Specialist – Level 1 & 2 JVC Technologies Inc., Plymouth Meeting, PA August 1996-December 1996
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support
Install, configure, troubleshoot and maintain desktops/laptops, printers, copiers and scanners
Track and update tickets as well as maintain computer and technology equipment
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Provide remote technical support for software installation and troubleshooting/resolution
Responsible to deliver excellent customer service while providing PC support and installation
Operating Systems: Windows 95 and NT in a Windows environment
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Application Support: Microsoft Office XP, 7 suite and UPS World Ship
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Computer deployment, research issues, recommend solutions, and end-user training
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Major accomplishments:
Supervised and coordinated company-wide rollout\installation and implementation of Windows 95 and GroupWise Email to 5,000 end-users
Desktop\Network Support Specialist - Level 1 & 2
Clinitec International Inc., Horsham, PA July 1995-August 1996
Provide technical support to internal/external users of computer software/hardware technologies.
Responsible for providing incident analysis/resolution and timely level 1 and 2 technical support
Install, configure, troubleshoot and maintain desktops/laptops, printers and copiers
Track and update tickets as well as maintain computer and technology equipment
Perform break fix on desktops, laptops, printers, copies, scanners and other peripherals
Provide remote technical support for software installation and troubleshooting/resolution
Responsible to deliver excellent customer service while providing PC support and installation
Computer deployment, research issues, recommend solutions, and end-user training
Work both independently and in a team environment
Operating Systems: Windows 95 and NT in a Windows environment
Client PC Network connectivity: Ethernet, Wireless, TCP/IP, VPN and switch connectivity
Application Support: Microsoft Office XP, 2003 suite, NextGen and UPS World Ship
Administration: AD/Exchange, creations, pw resets, files/folders permissions, Shared Mailboxes
Excellent customer service in a timely professional manner, with attention to detail as well as possess strong organizational skills in a fast–paced environment
Major accomplishments:
Coordinated company-wide rollout\installation and implementation of Microsoft Windows 95 and MS-Email to 500 users
Education, Credentials
Upper Moreland High School Diploma Willow Grove, PA
Bucks County Community College Information Computer Technology
Eastern Center for Arts and Technology Diploma Willow Grove, PA
Technical Courses
Compu-Tutor, Inc. Training Center Microsoft Advanced Access 97 - Certificate
Compu-Tutor, Inc. Training Center UNIX Fundamentals - Certificate
Berkeley Technology Training Center Microsoft Windows 2000 Network & Operating System Essentials-Certificate
New Horizons, Training Center Microsoft Exchange - Certificate
New Horizons, Training Center Server Administration 2007 - Certificate,
New Horizons, Training Center Microsoft Windows 7 - Certificate
Professional References: Up on request.
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