System Engineer

Richard Morris

Pelion, SC ***** *****************@*****.*** 803-***-****

EDUCATION & CERTIFICATIONS

ITT Technical Institute

Associate of Applied Science in Computers and Electronics Engineering Technology 2011

International Information System Security Certification

Certified in Cybersecurity 2023

CompTIA

Network + (In Progress)

Security + (In Progress)

PROFESSIONAL EXPERIENCE

Blue Cross Blue Shield - Columbia, SC 05/2019 – 11/2022

Server Technician/ Junior Unix Analyst

Perform server support activities that include installing/upgrading/decommissioning server equipment and other devices, responding to break-fix issues, monitoring usage of tools, servers, and shared resources, and handling malfunctioning equipment. Perform remedial maintenance of server devices including the restoration of hardware and software.

Worked with infrastructure teams to identify tactical solutions to use cases for support and/or implementation.

Helps to outline support and sustainment model for service(s) being implemented.

Works within team, across IT, business unit, with 3rd party vendors or systems.

Collaboration with other technical service teams to manage, maintain, and resolve complex IT services.

Identify, diagnose, and resolve problems affecting server performance. Maintain technical integrity by using appropriate software and hardware solutions along with implementing a schedule of backups for data archiving.

Implement/install and maintain infrastructures including hardware, software, and various configurations. Perform configuration, maintenance, monitoring, and other server security measures.

Create and maintain process and procedure documentation. Keep a database/library of supporting documentation for hardware and software.

Ensure server compliance with audit requirements. Participate in continuous review and update to ensure that processes meet changing business conditions.

Lexington Medical - West Columbia, SC 07/2014 – 05/2019

IT Support Analyst

Responded to tickets for troubleshooting via phone calls and emails. Respond to user service requests, and resolve trouble tickets

Handles inbound calls and provides quality customer service in accordance with standards and guidelines set by the department

Maintains adequate service levels, quality, and productivity standards set by the department

Ensures exceptional customer service experience and quality customer care.

Work within company guidelines to ensure that customers receive accurate, timely, and dependable assistance

Supporting Windows Operating Systems (7 & 10 OS, IOS) on Laptops, Desktops as well as on a Tier 1 level.

Installation of Network and Hardware within the facility.

Support distribution/manufacturing technology hardware’s including laptops, desktops, scanners, printers etc.

Executive Personal Computers - Columbia, SC 03/2012 – 07/2014

Technology Processor

Refurbished hardware on a variety of computer notebooks, systems, printers, monitors, PDAs, and other IT equipment (HP, Dells, Lenovo) for off-lease contracts to release to clients.

Followed DOD / NIST procedures to successfully erase hard drives and reset factory settings for devices with embedded storage.

Restored and performed minor repairs to PC / Mac hardware, software, or peripheral equipment, following design or installation specifications for a global asset recovery firm.

Configured and tested computer hardware, networking, and system software to ensure functionality per customer specifications.

Modified existing software to correct errors, to adapt it to new hardware, or to upgrade interfaces and improve performance.

COMPUTER SKILLS

Help Desk

Phone & email Online Support

Ticketing Systems

Hardware/ Software troubleshoot/repair

Microsoft Windows Server

Active Directory

DoD Experience

Analysis skills

Customer service

Customer support

NIST Standards

Computer Networking

Splunk

LAN

SharePoint

Operating Systems: Windows, IOS, RHEL 7 & 8, Solaris, AIX

Virtualization Environments: RDP, VMware, Active Directory, VDI, Citrix Workspace, NetScaler Gateway

ADDITIONAL INFORMATION

Active DoD Confidential Security Clearance 2019

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