Service Desk Team Lead
Resume:
Tab Morrison
IT Dispatch & Service Desk Team Lead/Analyst
Chattanooga, TN 37415
***********@*****.***
• Extensive customer service background, supporting & managing end-user hardware, software and networks over a wide array of industries.
• Receive; analyze, then work, assign, or distribute all incoming tickets and issues sent electronically
• CompTIA & Dell certifications
• Service Desk Analyst and team lead responsibilities Authorized to work in the US for any employer
Work Experience
IT Dispatcher & Service Desk Team Lead/Analyst
Pioneer Technology - Chattanooga, TN
September 2020 to September 2023
• Supporting & managing end-user hardware, software and network issues over a wide array of industries from healthcare to finance, to manufacturing, etc.
• Receive; analyze, then work, assign, or distribute all incoming tickets and issues sent electronically
• Service Desk Dispatch and Team Lead responsibilities
• All Tier2 & Tier3 Service Desk Analyst role requirements, utilizing Datto & Service Now ticketing software.
Network Admin Support Specialist
United States Stove Company
November 2017 to September 2020
• Provided hardware and software support for 3 different company locations, including Active Directory, VOIP, and company specific software.
• Office 365 support, computer migrations, phone & network support.
• Hardware installations including installing switches/routers, cabling, access points, and all related connection devices. All aspects of Network admin support role. Tier 2 Cross-functional Support Specialist
H&D Corporation
March 2017 to September 2017
• Performed tier 2 helpdesk role while working at the home office, including both onsite and remote assistance for clients. This encompassed software as well as hardware & cabling issues.
• Extensive travel to nationwide client sites for a large migration & deployment project, which included imaging, deployment, data migration, and troubleshooting for end-users after the deployments were complete.
IT Contractor
WrightCore
January 2017 to February 2017
Data Center & Helpdesk Specialist
• Resolved & Administered: Active Directory, Group Policy, Exchange, Microsoft Office, DNS, Firewalls, iOS, Android, desktop/laptop hardware & general end user software for 13 branch banking network
• Helpdesk duties assisting users through calls, email, ticketing systems, and IM. Service Administrator
Yale-Carolinas Forklift Service
June 2012 to February 2015
• Processed all work orders into database for repair services, rentals/ loaners, and purchases
• Dispatched technicians and set daily/weekly schedules for all repair work, service calls, and routine maintenance assignments
• Monitored and communicated with all technicians in the field and in shop to keep a timely schedule
• Entered daily/weekly time sheets into system, keeping up with all vacation, days off, personal time, etc., for all employees at branch, as well as other HR duties
• General office duties, working with multiple programs including all Office and most web-based programs Signage Surveyor/Inspector
Dimensional Property Surveys & Services
June 2009 to June 2012
• Nationwide travel to client sites to inspect/measure signage installations, signage area, & site plans
• Created site plans and site illustrations w/Microsoft utilities from the gathered field data to give clients an accurate portrayal of their property dimensions, signage area, and overall condition
• Communicated with clients via phone and email to coordinate surveys and schedule inspections. Education
Technical Certification & Diploma in Computer Support Technician Tennessee College of Applied Technology (TCAT) @ Chattanooga State Community College - Chattanooga, TN
January 2016 to December 2016
High School Diploma w/State Honors
Whitwell High School - Whitwell, TN
May 1995
Skills
• ACTIVE DIRECTORY (4 years)
• EXCHANGE (4 years)
• IOS (2 years)
• IMAGING (5 years)
• HELPDESK (5 years)
• Comptia
• Office 365
• Iptv
• LAN
• VMWare
• Microsoft Windows Server
• Microsoft Exchange
• VoIP
• Network Support
• Operating Systems
• Software troubleshooting
• DHCP
• Microsoft Office
• Desktop support
• Customer service
• Desktop support
• DNS
• Windows
• Communication skills
• Computer networking
• Remote access software
• VPN
• ServiceNow
• WAN
• TCP/IP
• Mobile Devices
• Network Firewalls
• Dispatching (2 years)
• Help desk
• HIPAA
• Live chat
• Confluence
• Azure
• TCP
• Customer support
• Google Cloud Platform
• Zendesk
• Software deployment
• Computer skills
• Telephony
• Computer hardware
• IT support
• System Administration
• Android
• Operating systems
• Software troubleshooting
• Active Directory
• Remote access software
• Technical support
• Windows
• Computer networking
• TCP/IP
• DHCP
• DNS
• Microsoft Windows Server
• TCP
• LAN
• WAN
• Desktop support
• ServiceNow
• VoIP
• Computer hardware
• Microsoft Exchange
• IT
• Help desk
• IT support
• Telephony
• Mobile devices
• Azure
• System administration
• VPN
• iOS
• Confluence
• Zendesk
• Live chat
• Google Cloud Platform
• Android
• Customer service
• Leadership
• HIPAA
• Mac OS
• IP networking
• SSL
• Research
• Manufacturing
Certifications and Licenses
CompTIA A+
December 2016 to December 2019
Dell DCSE 1000 Client Foundations
Present
Dell DCSE 1000 Q3
Present
Dell DCSE 1000 Q4
Present
Dell DCSE 2000 Client
Present
Dell DCSE 2000 Q4
Present
Assessments
Technical support — Proficient
July 2020
Performing software, hardware, and network operations. Full results: Proficient
Technical support: Customer situations — Proficient July 2020
Responding to technical support situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
SKILLS:
• Extensive background in customer service, Windows 7, 8 & 10, mobile devices, as well as IOS.
• Hardware/Software troubleshooting, setup/installation/monitoring of systems & networks, User creation(s) in both on-premise & Azure Active Directory
• Desktop, Laptop, Mobile & Network devices break/fix skills
• VMware, Azure, O365, Active Directory, Exchange, Remote Assistance, imaging/installations via ScreenConnect, Datto, TeamViewer
• Service Desk Analyst & Customer Service Specialist
Contact this candidate