Donald L. N. Morgan

** ******* *****, ***. *, Budd Lake, NJ 07828

973-***-****

ad3ll1@r.postjobfree.com

Qualifications:

IC3 Certified

Microsoft Certified

Highly organized

Team player

Excellent problem solving skills

Self-motivated

Technical Skill Sets:

Hardware

Printer installation and troubleshooting.

Knowledge of building PCs.

Install and perform repairs to hardware, software, or peripheral equipment.

Set up equipment for employee use.

Installation of cables, operating systems, or appropriate software.

Software

Proficient in Microsoft Office 2013, Office 365, installation & maintenance.

Windows 7, 8, 10, 11 and MacOS (troubleshooting, anti-virus, and updates).

Practical knowledge in VMWare and Virtual PC.

Networking

TCP/IP Configuration.

Knowledge in Windows Server 2012R2.

Installed and managed Active Directory (creating users and groups) Group Policy; DNS; DHCP; VPN; network design, configuration.

Configured storage pools.

Basic setup of routers and switches, basic setup of DHCP on routers.

Exchange Server 2010, installation and configuring, knowledge in various aspects of cloud technology; IaaS, PaaS, SaaS, knowledge of networking protocols and threats.

Knowledge of firewall configuration and various malware threats and mitigation strategies.

Knowledge in the hardening of the OS, and applications.

Runbook.

Education:

Lincoln Technical Institute, Paramus, NJ - Graduated 2021 as a Computer & Network Support Technician

Eastside High School, Paterson, NJ - Graduation date 06/2016

Professional Experience:

PricewaterhouseCoopers, Florham Park, NJ 4/2023 to 11/2023

Senior Technologist

Technical Support: Provided advanced technical support to end-users, addressing complex hardware and software issues, resolving technical problems efficiently, and ensuring minimal disruption to workflow.

Problem Solving: Diagnosed and resolved challenging technical issues, including hardware failures, software glitches, network connectivity problems, and system performance optimization.

Hardware Maintenance: Conducted advanced hardware maintenance, including troubleshooting and repair of desktops, laptops, mobile devices, and peripherals. Collaborated with vendors for warranty-related support when necessary.

Software Support: Assisted end-users with software installation, updates, and configurations. Troubleshot and resolved software-related problems, including compatibility issues and application errors.

Documentation: Maintained comprehensive documentation of technical issues, resolutions, and procedures. Created user guides and knowledge base articles for common problems to facilitate self-help.

User Training: Provided training and guidance to end-users on using various software applications, hardware devices, and IT best practices.

Security Compliance: Ensured that end-user devices complied with security policies and procedures. Implemented security measures to protect data and prevented unauthorized access.

Collaboration: Collaborated with Level 1 and Level 2 support teams to escalate and resolve complex technical issues. Worked closely with network administrators and system administrators to maintain a reliable IT infrastructure.

Technology Evaluation: Stayed current with industry trends and emerging technologies and made recommendations for technology upgrades and improvements.

Customer Service: Delivered exceptional customer service, maintained a positive and professional demeanor when interacting with end-users and resolving their technical concerns.

VIP/Executive support.

Corsica Technologies, Augusta, GA 12/2022 to 4/2023

Field Technician - Contract (supported various NY sites)

Provided base-level IT support to non-technical personnel within the business.

Provided level 2 IT support to non-technical personnel within and outside the business.

Managed call flow and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous, and straightforward manner.

Always demonstrated professionalism and courtesy with customers.

Identified and solved technical issues with a variety of diagnostic tools.

Created cases and claims for damaged, lost, or misplaced packages.

Resolved problems with malfunctioning products.

Followed up with clients to ensure optimal customer satisfaction.

Conducted research to address customer concerns.

Remained up to date on the latest technologies and solutions applicable to company products.

Researched, troubleshot, and resolved complex problems independently.

Collaborated closely with team members to meet or exceed all customer service requirements.

Developed and tested new product offerings.

Answered telephone calls promptly and minimized delays that could lead to abandoned calls.

Compiled and accurately entered electronic data.

Maintained and updated customer service database.

Reviewed technical documentation and procedures.

Managed customers' expectations and experience to a high degree of customer satisfaction.

Set up PC and Apple desktops and laptops and all types of mobile devices.

Used ticketing systems to manage and process actions were taken.

Provided on-call support for critical issues.

Valley Health System, Paramus, NJ 6/2022 to 11/2022

Information System Technician – Contract (Remote)

Provided end-to-end user support.

Managed work tickets, prioritizing urgent needs and communicating plans with the User.

Troubleshot, repaired, or replaced hardware issue.

Managed administrative server functions, including back-ups, upgrades, recovery, management of disk space, and more.

Created and managed P2P application patches.

Monitored business applications via remote desktop.

Worked with end users, resolving their software and hardware issues in an efficient manner.

Pooled resources with technical personnel to accomplish system implementations.

Provided VIP/executive support.

ZT Systems, Secaucus, NJ 4/2022 to 6/2022

Server Engineer Tester - Contract

Stress tested and repaired Microsoft, Xbox, and Amazon servers with Command line and Linux.

Troubleshot issue to finalize the server before the shipping date.

Troubleshot, repaired, or replaced hardware issue.

Acme Retail Systems, Hackensack, NJ 5/2021 to 4/2022

Field Technician Setting up working stations.

Set up workstation/Register lanes.

Managed pose system for supermarket chains.

Troubleshot workstation Distribute.

Troubleshot register issues.

Lane installations.

Proficient in Pose Software.

Highly proficient in ACS Scan Master 45 and Encore.

Costco, Wayne, NJ 6/2019 to 5/2021

Cashier, Cashier Assistant, Tire Salesman, Tire Installer

Assisted customers with tire purchases.

Answered phones, placed orders, and setting appointments.

Front desk support.

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