Customer Service Desktop Support

Heather Morgensen

*** *** ******, **** *******, WA 98339

360-***-**** ~ *******.*.*********@*****.***

SKILLS

Excellent Customer Service Skills

Excellent Communication Skills

Excellent Documentation Skills

Strong Problem-Solving Abilities

Strong Troubleshooting Skills

Leadership

EMPLOYMENT

Table Games Dealer, 11/9/2022 - Current

7 Cedars Casino Resort - Sequim, WA

Deal and ensure game integrity for Table Games including Black Jack, Spanish 21, Pai Gow, Roulette, Ultimate Texas Holdem, etc.

Ensure accuracy of cash to chip conversion and chip to chip conversions

Associate Analyst, 3/14/2022 - 10/31/2022

Ross Stores, Inc. - Dublin, CA

Ordering and coordination of telecommunications and Internet circuits for new stores.

New and existing store network turnups and LTE to broadband cutovers

Coordination of vendors and technicians for 100 new stores per year

Installation and troubleshooting and training of new store turnups for all IT equipment

Insight Global Solutions Desktop Support for Ross Dress for Less, 10/11/2021 – 02/04/2022

Contract position for Ross Dress for Less - Dublin, CA

Desktop support

Software and hardware support

Audio Video support for hybrid meetings

Active Directory

Windows 10 OS

IT Helpdesk Operations Team Lead, 2/30/2019 - 09/15/2021

1Benaroya Research Institute of Virginia Mason - Seattle, WA

Team Lead for a four-person helpdesk servicing approximately 350+ end users in scientific research.

Understanding of policy and procedures for assisting end users with friendly customer service.

Develop and document processes and procedures for helpdesk operations.

Implementation, administration and general use of electronic asset tracking system, end user knowledge base, and other systems including Jira, SCCM, AD, etc.

A/V setup and troubleshooting in conference rooms for on-site and remote hybrid meetings

Administration of and troubleshooting of multiple Video Conferencing solutions including Zoom, Skype, Microsoft Teams, And BlueJeans

O365 migration and support

Computer Support Technician, 10/2015 – 12/19

Jefferson Healthcare - Port Townsend, WA

Acquired AAS Information Technology

Understanding of policy and procedures for assisting end users with friendly customer service

Expertly managed time in fast paced environment to complete all required duties efficiently.

Use of Sysaid ticketing software, AD, Logmein remote access software, etc.

Assisted in the acquisition and deployment of A/V equipment in new and existing conference rooms.

Implementation, troubleshooting and set up of video conferencing solutions such as Lifesize, and Adobe Connect for meetings and interviews, and BlueJeans for telehealth consultations.

Used Active Directory to create user/device accounts and manage security groups and assign group policy

Windows 7 to 10 upgrade

Managed and implemented the Bitlocker device encryption project

Desktop and end user support for O365 migration

Nursing Assistant Certified, 09/2014 – 10/2016

Jefferson Healthcare - Port Townsend, WA

Life Care Center of Port Townsend, - Port Townsend, WA

Acquired Nursing Assistant Certification

Attended scheduled trainings to maintain certification

Expertly managed time in fast paced environment to complete all required duties efficiently.

Site Manager, 09/2013 to 9/2014

Housing Kitsap – Bremerton, WA

Implemented company policies, technical processes, standards for preserving the integrity and security of data, reports, and access

Consistently met deadlines and requirements for all procedures including outside regulatory agency requirements.

Managed creative projects from concept to completion while coordinating outside vendors.

Jury Manager/District Court Clerk, 08/2011 to 09/2013

Jefferson County District Court – Port Townsend, WA

Effectively utilized Jury+ Next Gen, implemented upgrades and skillfully updated manuals and trained staff on the use of system.

Managed multiple jury pools on schedule and completed other duties on strict deadlines.

Utilized multiple software programs with ease and effectiveness.

Site Manager, 10/2000 to 09/2011

Coast Real Estate Services – Everett, WA

Consistently met deadlines and reporting requirements

Managed capital improvement projects from concept to completion while maintaining daily operations and supervised projects and employees

Communicated upper management expectations. Enforced policies, procedures, rules, and regulations.

Assisted in budget planning, implemented procedures to ensure budget compliance including tracking and reporting tools.

Education:

Associates Degree: Information Technology, GPA 3.78 National American University – Rapid City, SD - Online

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