ANDREW MORROW
Nanty Glo,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 11 Years in the IT field
Overview
17
17
years of professional experience
Work History
Senior Analyst
American Red Cross
08.2022 - Current
- Mentored level 1 agents in everyday issues to develop better troubleshooting skills while enhancing overall team performance.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Elevated departmental performance through targeted training documents aimed at developing employee skills and expertise.
- Collaborated with cross-functional teams to identify issues, leading to increased operational effectiveness.
- Investigated system issues and implemented resolutions to reduce downtime.
- Developed custom scripts for automating tasks, streamlining processes, and improving overall efficiency.
- Assisted in the development of training materials for end-users, promoting effective adoption of new technologies across the organization.
- Served as a point of escalation for complex technical issues requiring advanced troubleshooting skills or specialized knowledge.
Analyst IT Service Desk
American Red Cross
10.2017 - 08.2022
- Troubleshoot Microsoft applications
- Networking
- Manage network and Volunteer accounts
- Navigating Active Directory
- Working with Microsoft PowerShell (Creating scripts)
- Easy Vista ticketing system
- Worked on various projects for management
- Maintained a high first call resolve percentage.
Digital Training Facility Manager
N-Link Corporation
07.2013 - 01.2017
- Hold NACI (National Agency Check w/ Inquiries) clearance
- Conduct basic/advanced software/hardware troubleshooting and interact with the DLS Help Desk (based in Fort Eustis, Virginia) to remedy any workstation or connectivity problems
- Work with Remedy Ticketing System daily inputting ticket issues and updating system tickets
- Conduct accurate fault diagnosis in conjunction with the DLS Help Desk
- Provide maintenance or backup data on servers at their location (as directed by the Core Operations team in Fort Eustis)
- Maintain inventory control and security of the classrooms and the classroom equipment (i.e
- Computers, servers, video tele-training equipment, etc.)
- Conduct preventative maintenance on all DTF equipment, and report on the repair/service of equipment on a regular basis
- Oversee daily updates and maintenance on all of the system computers as well as the server
- Provide technical support for email, network, connectivity, and daily computer maintenance.
Order Selector
Giant Distribution
08.2009 - 06.2013
- Loaded and unloaded pieces into boxes for shipment
- Maximized sales by shipping on time and accurately
- Trained staff on material handling processes to reduce shipping times
- Moved freight, stock and other materials to and from storage and production areas and loading docks
- Received, stored and shipped goods and materials
- Sorted cargo before loading and unloading
- Tracked time spent on assignments each day for productivity reporting
- Stocked, staged and transported goods
- Operated forklifts and other heavy machinery safely
- Unloaded cargo from truck with hand trucks and pallet jacks
- Operated PC and RF-based computer systems with an elevated level of accuracy
- Recorded numbers of units handled and moved using daily production sheets and work tickets.
Supervisor
Blue Beacon
01.2007 - 01.2009
- Monitored integrity of input into ADP
- Maintained daily bookkeeping report
- Maintained efficient internal accounting controls, adherence to accounting policies and other company policies and procedures
- Cleaned and removed grease on engines and engine compartments using specific chemicals
- Applied preservation chemicals to protect against spots and stains
- Managed and maintained the necessary level of supplies in the shop
- Supervised 35 employees
- Helped customers with questions, problems and complaints in person and via telephone
- Prepared sales slips and sales contracts.
Education
High School Diploma -
Carlisle Area High School
Skills
- Windows and Linux
- System upgrades
- System backups
- Excellent communication skills
- Hardworking and initiative-taking
- Telecommunications equipment
- Troubleshooting
- Scheduling
- Azure Active Directory
- PowerShell Scripting
- Process Improvements
- Team Collaboration and Leadership
- Multi-Factor Authentication
- Active Directory Management
- Network Troubleshooting
- Remote Desktop Services
- Office 365 Administration
Additional Information
ENDING STATEMENT, I have always been hard working and would like to continue to push myself with the jobs that I am working at. I like to make sure my work is done efficiently and then try to take it beyond that. I make sure that I am on time and doing my job to the fullest of my abilities.
Timeline
Senior Analyst
American Red Cross
08.2022 - Current
Analyst IT Service Desk
American Red Cross
10.2017 - 08.2022
Digital Training Facility Manager
N-Link Corporation
07.2013 - 01.2017
Order Selector
Giant Distribution
08.2009 - 06.2013
Supervisor
Blue Beacon
01.2007 - 01.2009
High School Diploma -
Carlisle Area High School