Help Desk Account Manager

Rondalyn M. Morgan

Atlanta, Georgia ***** 404-***-**** **********@*****.***

Qualifications Profile

Highly analytical, forward-thinking, and solutions-driven professional, with years of experience in administering IT operations across diverse work settings.

Adept at translating complex technical requirements into practical solutions to enhance operational efficiency and customer satisfaction. Equipped with a solid background in enterprise-level systems which included managing IT equipment allocation, maintaining network connectivity, and implementing software and hardware upgrades. Well-versed at managing service escalations and resolving issues promptly while ensuring compliance with organizational policies. Effective at collaborating with cross-functional teams to address client need and drive project success.

Areas of Expertise

IT Infrastructure Management Technical Troubleshooting and Support Application and System Migration

Cloud Computing Support Client Relations Network and Systems Administration IT Security and Risk Mitigation

Hardware and Software Deployment Incident and Problem Management Process Improvement and Optimization

Professional Experience

SouthState Bank Atlanta, GA

IT Support Administrator 12/2019–Present

Oversee allocation, maintenance, and troubleshooting of all IT equipment across the bank's facilities

Assist in training new hires and support merger efforts by enhancing knowledge of new technologies and processes

Provide remote support to customers in Alabama, Florida, Georgia, North Carolina, South Carolina, and Virginia, ensuring a positive IT experience

Organize support tickets by priority and production needs, adhering to established policies

Set up and maintain operating systems and applications on desktop and laptop computers based on user responsibilities

Contribute to the end-of-lifecycle project to update software and mitigate environmental risks

S&P Global – Wipro Atlanta, GA

IT Support Administrator 04/2018–12/2019

Delivered technical support for hardware and software issues, including Windows 7 to 10 and Microsoft Office Suite

Assisted users via phone and remote control, addressing security concerns and prioritizing urgent problems

Resolved over 10,000 user issues involving 3,000 devices, ensuring customer satisfaction through follow-ups

Monitored user incidents using ServiceNow and interfaced with vendors for network connections

Facilitated IT support tickets and coordinated with personnel for efficient problem escalation and resolution

Responsible for imaging systems with appropriate operating systems and applications

Paradies Lagardere Atlanta, GA

IT Store Operations Analyst 09/2017–04/2018

Managed the ServiceNow ticketing system for inquiries and complaints, prioritizing customer issues

Administered emails, internal training, and password resets, along with hardware installation and software troubleshooting

Troubleshot LAN/WAN, internet connectivity, and VPN issues for point-of-sale systems and PCs

Provided hardware support for HP, Dell, and IBM/Lenovo PCs and software support for Windows XP, 7, and Microsoft Office Suite

Printpack, Inc. Atlanta, GA

Network Operations Center (NOC) Operator II 04/2007–02/2017

Documented and tracked inquiries using the Heat ticketing system, ensuring efficient customer service.

Supported installation, upgrades, and re-imaging of software and hardware

Maintained company infrastructure to ensure operational servers and network devices

Tracked production environments and responded promptly to messages

Governed the IBM z/OS mainframe and batch job scheduling, collaborating with the Financial Department for accurate file handling

Education and Credentials

Bachelor of Business Administration in Computer Information Systems Mercer University Macon, GA

CompTIA A+ Certification Per Scholas Atlanta, GA

Cisco Certified Network Associate (CCNA) ATG Learning Roswell, GA

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