Summary
Overview
Work History
Education
Skills
Timeline
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Andrew Morgan

La Porte,USA

Summary

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

18
18
years of professional experience

Work History

Information Technology Help Desk

Four Winds Casino
02.2025 - Current
  • Responsible for responding to technical support requests and troubleshooting hardware and software issues.
  • Skilled in installing, configuring, and maintaining operating systems and network services.
  • Proficient in using the Zendesk ticketing system for documentation and support resolution.
  • Committed to providing user training and assistance, ensuring timely resolution of issues, and collaborating with IT team members to enhance overall IT operations.
  • Respond to technical support requests via phone, email, or in-person.
  • Diagnose and troubleshoot hardware and software issues on PCs, laptops, printers, and other devices.
  • Install, configure, and maintain operating systems, applications, and network services.
  • Provide user training and assistance in using various software and hardware tools.
  • Document all support requests, resolutions, and follow-up actions in a ticketing system (such as Zendesk).
  • Collaborate with other IT team members to identify and implement solutions to recurring problems.
  • Ensure timely resolution of issues and communicate progress to end-users.

Software Configuration Specialist & Senior Web Designer

FINASTRA
01.2012 - 01.2024
  • Leverage technical expertise to provide second-tier support, ensuring optimal product utilization for clients.
  • Understood and replicated reported technical issues, conducted thorough root cause analyses, and delivered feasible solutions.
  • Collaborated with teams to ensure timely issue resolution, maintained high product quality, and enhanced client satisfaction.
  • Managed website configuration changes using SQL, Excel, HTML, and CSS, and lead technical projects with manageable risks and resource requirements.
  • Updated clients on issue resolution progress and collaborated with stakeholders to address complex problems.
  • Solved complex problems creatively, exercising judgment based on multiple information sources.
  • Led technical projects that improved platform performance and ADA compliance, resulting in smoother operations and enhanced user experience.
  • Acted as a resource for less experienced colleagues and the first point of contact for issue escalation.
  • Trained interns and new hires, providing guidance and support to help them succeed.
  • Served as top tier for escalation issues, managing complex problems from co-workers, customers, and development team.
  • Facilitated collaborative troubleshooting, working with other business areas to solve problems.

Web Technician / Domain Email Specialist

MYERS INTERNET
01.2007 - 01.2012
  • Provided second-tier support for all clients, educating and providing information or clarification through various media.
  • Maintained new websites, implemented product upgrades, and ensured quality assurance for design and engineering.
  • Set up customer websites, including customization of look, feel, and functionalities, as well as prototyping and implementing website designs.
  • Created and edited HTML pages and images for custom work, delivered customer training and administration support for various web-enabled products, and conducted complex troubleshooting of emerging issues.
  • Triaged and reported bugs to engineering, handled domain hosting issues, and supported online webmail services.
  • Enhanced client satisfaction, providing second-tier support and educational resources to Myers clients, resulting in improved customer satisfaction and retention.
  • Website Development and Maintenance: Successfully set up and customized numerous customer websites, ensuring a tailored look, feel, and functionality to meet client needs.
  • Quality Assurance: Implemented rigorous quality assurance processes for design and engineering, leading to a significant reduction in website errors and downtime.
  • Product Upgrades: Efficiently managed and executed product upgrades, enhancing overall performance and user experience of web-enabled products.
  • HTML and Image Editing: Created and edited HTML pages and images for custom work, contributing to visual appeal and functionality of client websites.
  • Customer Training: Delivered comprehensive training and administration support for various web-enabled products, empowering clients to effectively manage their online presence.
  • Complex Troubleshooting: Conducted complex troubleshooting of emerging issues, ensuring timely resolution and minimal disruption to client services.
  • Bug Reporting and Triage: Effectively triaged and reported bugs to engineering, facilitating prompt fixes and continuous improvement of web products.
  • Domain Hosting and Webmail Support: Managed domain hosting issues and provided robust support for online webmail services, ensuring seamless client operations.

Education

Associate of Science (AS) - Information Technology / Multimedia

ITT Technical Institute
Greenfield, WI

Skills

  • Technical problem-solving
  • Experience with Zendesk
  • Experienced with Microsoft Office applications
  • Cross-functional project leadership
  • Support ticket resolution
  • Critical thinking skills
  • Teamwork and collaboration
  • Friendly, positive attitude
  • Active Directory
  • Operating system management
  • Technical hardware proficiency

Timeline

Information Technology Help Desk

Four Winds Casino
02.2025 - Current

Software Configuration Specialist & Senior Web Designer

FINASTRA
01.2012 - 01.2024

Web Technician / Domain Email Specialist

MYERS INTERNET
01.2007 - 01.2012

Associate of Science (AS) - Information Technology / Multimedia

ITT Technical Institute

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Andrew Morgan