MICHAEL B. MORGAN
*** ****** ****** ***** *************, GA 30044 678-***-**** ********.*******@*****.***
Customer Services Director/Delivery Executive
A Recognized Expert in Contact Centers, Experienced in All Aspects of Service Delivery
IT Professional with more than 20 years technical experience. Skilled in supporting desktop computers, servers, switches, access points, printers, and mobile hand held units within a Local Area or Wide Area Network (LAN/WAN). Experience with managing vendor relationships, triage, contract negotiations for supported hardware, and systems. Excels at organization, technology, project management, critical thinking, troubleshooting, problem analysis and resolution, customer service and personnel management and training. Technical: ServiceNow Ticketing with Remote2Office Provisioning, JDA Red Prairie Services, Desktop Central 9 (Manage Engine Service Desk+), Easy Vista Ticketing, Cisco VOIP and A+ Networks+ Knowledge and experience in Active Directory Management with User Provisioning, Citrix, Cisco AnyConnect, Juniper Network, Shortel Communication, UltiPro, Windows, Microsoft, and various other software products.
CORE COMPETENCIES
Cisco VOIP and A+ Networks+ Citrix Receiver 4.3, Cisco AnyConnect, and VPN experience Knowledge and experience in ServiceNow, Remote2Office Provisioning,
JDA Red Prairie Services, Active Directory Management & User Provisioning, Windows, Share Management, Avaya Communication, Mobile Iron, MS Connect, MS Toolbox, Microsoft
Responsible for network base of 1200-1500 end-users on two different networks
Manage medical software, i.e. Med iSOFT, Claims Gear and Electronic Health Records
Daily monitoring of Trends Micro 10.5 Office scan, Easy Vista Ticketing, Incident IQ Ticketing, Footprints Ticketing, Altiris Ticketing, Service Now Ticketing, Net flow Analyzer for Latency issues, Workforce Management (WFM), Manage Enterprise Directory Services and supporting server infrastructure. Experience with Windows Server 2003+, Installing, configuring, and maintaining all manners of server hardware and associated network equipment, including SCSI, RAID, and I/O topology. Knowledge of desktop imaging, Software Deployment SCCM, Symantec 3.0 software. Working knowledge with DNS/DHCP servers and TCP/IP protocols
EXPERIENCE
Matrix / Fulton County Schools
School Technology Specialist • May 2022 - present
Provides Tier 2 and Tier 3 on-site support and liaises with the District’s IT service desk utilizing Manage Engine Service Desk+. Works to solve problems and provide solutions that meet school needs while upholding technology standards and architecture. Supports the District’s information and security policies and practices as the first line of defense. Accountable for ensuring the data ad security and digital safety of students. Maintains a strong working knowledge of assigned (instructional) software for the purpose of providing problem diagnostics and accurate trouble shooting for timely solutions. Provides advice and guidance to school staff on the adoption and use of technology based on District standards and guidelines. Supports the Board Policies, Procedures, and District Guidelines and best practices with respect to Digital Citizenship and Information Security and Safety. Maintains data catalogue of inventory and performs record keeping functions of hardware locations, assignments, quantities, types and required repairs, including start-up and end-of-year processes. Recommends potential hardware purchases based on District approved hardware standards.
Park Hudson, Remote
Morgan Stanley Service Desk Agent • December 2021 - May 2022
First point of contact for employees of Morgan Stanley who have various technical issues regarding phone, tablet, or PC. Assisted with system connectivity issues and followed protocols for provisioning and de-provisioning. Demonstrated strong customer service skills to provide phone support. Maintained record of service call using ServiceNow ticketing and remote office provisioning system. Listened to the customer to gain an accurate understanding of the situation and possessed a sense of urgency to resolve the issue. Produced accurate, detailed documentation at the client, problem and incident levels. Resolved conflict. Completed assessments, triage, research, training/education and resolution of incidents, and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment. Maintained attention to detail, follow through, teamwork focus and positive attitude. Solid understanding of technology and the ability to apply that knowledge to support all existing systems. Supported all aspects of client support while demonstrating professionalism and composure on the phone, via an online chat and/or virtually.
Kenco Logistics, Social Circle, GA
IT Site Support Technician II • February 2017 – August 2021
Responsible for new hire system setup/access requests as well as changes, deletions, and terminations using Active Directory. Troubleshoot, installed and configured all hardware and software issues. Acted as a technical resource in assisting users to resolve problems with all Kenco systems. Identified, diagnosed and resolved escalated problems related to software, hardware, internet, etc. and communicate solutions to users. Maintained records in Help Desk ticketing tool of daily updates, problems and action taken, and installation activities. Read technical manuals, conferred with users, and conducted diagnostics to investigate and resolve problems to provide technical assistance and support. Answered both technical and non-technical questions for users. Created workaround procedures when standard procedures have failed and ensures issues are resolved in a timely manner. Made recommendations on areas of process improvement. Resolved problems via phone or remote control software in a help desk environment. Other duties as assigned and deemed necessary for the success of the team.
Michael B. Morgan Resume, Page 2
Dekalb County School District, Stone Mountain, GA
Information Technology Technician • May 2017 – October 2019
Resolved software, hardware, phone systems, and network problems. Assisted users with PC’s, Macintoshes, Printing, Local Area Networks (LAN), and associated software. Assisted schools with the use of Active Directory for end-user set up and deactivation. Provisioning of thin client devices, tablet computers, Interactive White Boards, and wireless technology. Researched, planned, procured, installed, and maintained computer hardware and software. Administered and documented technology inventory. Planned and coordinated all technology projects, policies and procedures. Performed special assignments, served on project teams, and stayed up to date with latest technical skills. Performed other duties as assigned.
GENERAL CONTRACTOR/FREELANCE, Metro Atlanta area
IT Consultant • January 2015 – February 2017
Consulted with owner to assess Desktop and Telecom needs. Performed technical support functions associated with assisting end-users with installation, configuration, troubleshooting, repair, and training for PC hardware, software, and peripherals. Scheduled repairs with outside vendors and meets with and assures that they are completed. Configured new PCs and/or transitions end-user profiles to new PCs. Assisted in setup and configuration of Audio/Visual equipment and software such as projectors, auditorium podium connectivity, video conferencing, voice teleconferencing, webinars, microphones, Skype, and SmartBoard equipment, etc.
CORINTHIAN COLLEGES, Norcross, GA
Regional Network Administrator • February 2009 – January 2015
Supported all administrative employees and student equipment at the Norcross, Decatur, Marietta, Atlanta West, and Jonesboro campus locations. Installed, diagnosed, repaired, imaged, and upgraded all PC hardware and 10 network servers. Resolved day to day tickets at campus. Responsible for setting up, resolving, and troubleshooting Cisco VOIP call system. Performed technical support functions associated with assisting end-users with installation, configuration, troubleshooting, repair, and training for PC hardware, software, and peripherals. Schedules repairs with outside vendors and met with and assured that they were completed. Configured new PCs and/or transitioned end-user profiles to new PCs. Provided training, assistance, and guidance to increase user productivity. Deployed new applications and enhancements to existing applications, software, and operating systems. Experience installing, configuring, and maintaining all manners of server hardware and associated network equipment including SCSI, RAID, and I/O topology. Telephony service with NID control, patching port lines, Callware systems, monitoring of T1 lines, and security systems. Worked directly with vendors, contractors, and ThinkBox Technology Group. Kept up to date inventory reports and VPN end-user access reports. Provided Excel spreadsheet of network and campus virus security and warranty contracts updates. Applied patches and upgraded to all systems and applications as necessary.
Student Financial Planner • February 2009 - October 2010
Responsible for student financial interviews, financial options counseling, intake processing, and customer service to ensure complete and accurate financing of student educational expenses. Provided students with accurate information regarding application process, loan counseling and their eligibility for state and federal financial assistance, alternative financing, contracts and institutional payment plans. Updated appropriate tracking systems for timely processing, funding, billing and collections and maintain approved tracking system for new applications and missing documents for timely follow up and completion. Provided customer service and answered student inquiries regarding financial status
ARTISTIC IMPRESSIONS, INC., Lombard, IL
Sales Director • January 2002 - February 2009
Established customer relationships to sell artwork of more than 3,000 artists worldwide. Managed a team of 38 consultants in multiple states. Maintained $6,000 sales objective monthly. Trained other consultants to maintain their personal monthly sales quota. Traveled to conduct home and vender booth presentations. Assisted with new consultants training and customer consultations.
AT&T BROADBAND (Now Comcast), Stone Mountain, GA
Quality Assurance Technician II & Trainer • August 1999 - January 2002
Provided support to local service area managers, team leaders and BSST’s in achieving their operational performance goals. TCP/IP, sub netting, gateways, broadband, and DSL installation and set up in commercial and residential property. Worked closely with Team leaders to facilitate the development of new skills and improvement of others. Provided technical assistance and/one-on-one training in the field. Followed company safety and loss prevention guidelines and policy to assess skill proficiency and determine development needs. Telephony installation in single and multiple dwellings units. Video and digital cable installation. Performed field ride-outs with BSST’s to monitor for work that meets AT&T technical and quality standards.
Education
AA Information Technology/Networking, University of Phoenix, Atlanta, Georgia
Home Inspector, Georgia Real Estate Home Inspectors, Inc., Norcross, Georgia
A+ and Network+, Silicon Valley Inc., Norcross, Georgia
Electrical/Electronics Technology, Itawamba Community College, Fulton, MS