Help Desk Account Manager

Rondalyn M. Morgan

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

IT Support Administration Business Analyst STEM Instructor

Qualifications Profile

Technically skilled Help Desk Representative with 2+ years of experience in remote and on-site desktop support, troubleshooting, and issue resolution. Adept at providing Level I/II support for Windows environments, Active Directory, and financial systems. Proven ability to work rotational shifts (including weekends) and resolve 90%+ tickets independently. Strong Security+ certification background with a focus on compliance and user satisfaction.

Areas of Expertise

Software and Hardware Troubleshooting End-User Training Technical Assistance Network Issue Resolution

System Imaging and Configuration Vendor Coordination IT Security Management Database Conversions Technical Instruction & Curriculum Development STEM Project Design IT Systems Fundamentals

End-User Training Network Security Basics

Education and Credentials

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

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

CompTIA A+ Certification Per Scholas Atlanta, GA

CompTIA Security+ ATG Learning Sept 2025

CompTIA Network+ ATG Learning Sept 2025

Professional Experience

FutureSeekers, INC Atlanta, GA

STEM Instructor 1/2025–Current

Develop and deliver dynamic STEM curriculum for diverse learners, leveraging deep technical expertise in IT systems, networking, and cybersecurity to create real-world applications.

Facilitate hands-on learning in coding, hardware troubleshooting, and system configuration, translating complex IT concepts into accessible, engaging educational content.

Mentor students in problem-solving methodologies refined through 10+ years of enterprise-level IT support, including incident management and critical system troubleshooting.

Utilize end-user training experience from banking/healthcare sectors to foster inclusive learning environments and adapt instruction to varied skill levels.

Collaborate with educators to integrate industry best practices into STEM program development.

SouthState Bank Atlanta, GA

IT Support Administrator 12/2019–10/2024

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

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