1. David Morgan{davidmorgan27@sbcglobal.net} (816)372-5140
OperatingSystems NT-2012, Windows95-Windows7
Software MicrosoftOffice 95-MicrosoftOffice 2013, CiscoUnity Call Manager,Citrix,MicrosoftExcel
Pivot Poynt, Tivoli Provisioning,v- PassAdministrator,Ghost,Active Directory
Ticket Applications Service Center, Remedy5- 7,HPService Desk,Heat,Peregrine,Track-It,Magic, ITSM
Email Clients Outlook,LotusNotes,Eudora,Mail Watch, GroupWise,CCMail
Antivirus/Spyware Robocop,Deepfreeze,Window Cleaner,Spot,Adware,Norton,MacAfee,Adware,Spybot,
Powerquest,Norton
Networks RSA,Cisco AnyConnect, SCCM,Altiris,PCAnywhere,PCDoctor,Ghost,GhostExplore,Sysprep,
HP Service Desk, Solarwinds, Dame Ware 5.5, WindowsRemote, NetMeeting,SMS,TCP/IP,
VERITASBackupExec 9.1
WORK EXPERIENCE:
Harley Davidson (SOFTHQ), 06/14-12/14
DESKTOP ADMINISTRATOR
 Provided first line of support of desktop services, and helpline
 Answering emails and documenting tickets through Service Now
 Facilitating software uploads & upgrading systems to WIN7/re-imaging
 Instructing end-users on new programs/applications
 Configuring VLAN connections and enforcing TCP/IP
 Maintaining assets, using V-Pass to administer profiles & McAfee for backend encryption
Dine Equity (KFORCE), RSC, 06/13-2-14
HELP DESK ADMINISTRATOR
 As a help desk admin in the Restaurant Service Center, we are the first line of support
 We provide break/fix solutions for the POS systems of both Applebee/IHOP
 Daily troubleshooting of OS and peripherals including but not limited to updates and configurations
 Remote assistance, where diagnosing & menu loads took place administered through VPN connects
 Entered and resolved/escalated issues through proprietary ticketing application
 Acted as intermediary between corporate and service contractors

2. Weight Watchers (Apex Systems), 01/13- 08/13
IT ADMINISTRATOR
 Functioned as liaison between IT/corporate, managing databases through Active Directory
 Technical support of website applications and proprietary software/hardware
 Office support, classroom hardware set-ups 15-30 machines
 Training of in house staff, on new rollouts and updates
 Monitored intranet in an effort to maintain sustainability & integrity
 Troubleshooting server side issues providing and maintenance and configuration (DHCP)
 Entered and resolved issues through CA service desk, phone/email support
UHG (Insight Global), 9/12-9/12
DESKTOP SUPPORT
 Supervised team of three in asset disbursement and relocation
 Deactivation & deployment of corporate assets (cpu, laptops; etc)
 Used Active Directory to catalogue and remove user profiles
 Reintegration of system updates
HONEYWELL FM&T (CIBER), 3/12-4/12
HELP DESK ADMINISTRATOR
 Tier 1 Help Desk & CSR role
 Analyzing critical calls/emails and service tickets 20-25 daily
 Active Directory support and granting of user rights
 Software pushes managed through Big Fix proprietary
 Escalating appropriate requests to 2nd Level support
 Migrating of user profiles from Outlook to Lotus Notes
H&R BLOCK, 11/11- 02/12 (seasonal)
APPLICATIONS SPECIALIST
 Rollout of new global DS platform
 TS of VDLS, Microsoft, Linux OS
 Created & re-imaged systems using Ghost
 Windows XP & network connectivity oversight LAN/WAN , tier I call center
 Pushed new applications out to user desktop/laptop via FIDO proprietary software
 Serviced tickets via Remedy & researched solutions thru Clarity/TS chat
 Configured/maintained hardware and software issues ensured the availability and functionality of
systems
 Supported POS application remote access thru VPN
STATE STREET (Insight Global), 02/11- 08/11 (6 month contract)
GLOBAL SYSTEMS ADMINISTRATOR
 Supported users in a global acctg/custody platform
 Addressed helpdesk issues via phone/voicemail and email
 Set profiles through Active Directory & troubleshooting Windows
 Configured and/or loaded Lotus notes ID files
 Analyzed issues to determine most effective method of problem resolution while escalating others to
appropriate teams
 Monitored wire transfers & provided detailed analysis of monetary flow
 Troubleshooting network connectivity, assisted with daily support , repaired and upgraded desktops

3. ORACLE DATA SYSTEMS (Manpower), 11/10-01/11 (short-term contract)
HELP DESK
 Set-up user account in Outlook delegating rules and calendars as needed
 Transferred 250 users data migrated from Lotus Notes to Outlook
 Supported users in an exchange environment & created user accounts
 Assisted in plans, and policies regarding appropriate methods for monitoring, retrieving and delivering
information
 Technical support for software/hardware issues, reset PW, assigned users to appropriate groups
 Setup user accounts in Active Directory, Microsoft Exchange, remote desktop viewing through VPN
 Walked users through the installation of printers, drivers/modems
SPRINT CALL CTR, 05/06-07/07 (contract)
HELPDESK
 Installed and maintained PC hardware ensured use of standard configurations
 Initial contact for helpdesk functioned as the liaison for IT &end users
 Provided phone/email support, configured various Black Berry models assisted users in synching with
their email
 Imaged units using Ghost, refreshed laptops, desktop hardware loaded client specific applications
 Pushed new applications out to user desktop/laptop via SMS
 Granted/revoked permission via Active Directory & Console One
 Updated/created tickets in service desk, escalated to appropriate team members
Education
A+ certification
Centriq, KC, MO [05/13-06/14]
References available upon request