- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Artificial Intelligence (AI) and Machine Learning
- Robotics
Danon Morrison
Technical Support Adminstrator
Columbia,MD
Summary
I am an IT professional who is proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
1
1
Language
Work History
Customer Service Technical Support Administrator (Tier 2)
Pearson
05.2021 - Current
- Assistance with keeping the team up to date with new company systems or school related changes
- Escalate tickets to other teams so that issue solutions can be found
- Meet with other teams and help manage technical roll out of new company systems
- Create knowledgebase tutorials and documents for team use
- Provides additional tech support knowledge to the Tier 1 reps
- Receive inbound phone calls from Teachers and School Staff to help resolve technical issues.
- Take inbound phone call escalation transfers from tier 1 representatives to assist teacher and school staff regarding technical issues as necessary.
- Make outbound phone calls as necessary to teachers and school staff regarding technical issues (escalations).
- Read and respond to instant messaging prompts (chats) from Teachers and School Staff regarding technical issues.
- Log all calls using our in house call tracking system, creating detailed, accurate entries and escalate when necessary
- Specify user problems and provide a detailed solution to resolve each issue
- Read and respond to Teacher Technical Support emails in a timely manner. Add count to the Google Email Count Spreadsheet.
- Create tickets to properly track each phone call, etc.
- Escalate tickets through the proper channels to ensure efficient incident management.
- Ensure proper call transfers to other departments within the organization as needed.
- Act as liaison for application problems between users and developers
- Assist in the collection of data for identifying user requirements that may result in future system development or training
- Keep current with development of our ever-changing applications
- Document products, processes or problems in detail and suggest improvements or solutions
- Troubleshoot and resolve software, hardware, printer, and network issues by listening to the user and asking appropriate questions to build a solution
- Work with manager to investigate and implement ways of reducing calls to the help desk
- Work occasional additional hours, 2nd shift, and/or weekends when necessary
- Work to perform other duties that may be necessary for the organization, including manual labor.
- (Staging materials, packing, inventory, delivery) and other duties as assigned
Customer Service Technical Support Administrator (Tier 1)
Pearson
11.2016 - 05.2021
- Receive inbound phone calls from Teachers and School Staff to help resolve technical issues.
- Make outbound phone calls as necessary to Teachers and School Staff to help resolve technical issues.
- Log all calls using our in house call tracking system, creating detailed, accurate entries and escalate when necessary
- Specify user problems and provide a detailed solution to resolve each issue
- Read and respond to instant messaging prompts (chats) from Teachers and School Staff to help resolve technical issues.
- Ensure proper call transfers to other departments within the organization as needed.
- Act as liaison for application problems between users and developers
- Assist in the collection of data for identifying user requirements that may result in future system development or training
- Keep current with development of our ever-changing applications
- Document products, processes or problems in detail and suggest improvements or solutions
- Troubleshoot and resolve software, hardware, printer, and network issues by listening to the user and asking appropriate questions to build a solution
- Work with manager to investigate and implement ways of reducing calls to the help desk
- Work occasional additional hours, 2nd shift, and/or weekends when necessary
- Work to perform other duties that may be necessary for the organization, including manual labor.
- (Staging materials, packing, inventory, delivery) and other duties as assigned
MIS Service Desk Representative
Connections Education/Pearson
03.2016 - 11.2016
- Log all calls using our in house call tracking system, creating detailed, accurate entries and escalate when necessary.
- Specify user problems and provide a detailed solution to resolve each issue;
- Act as liaison for application problems between users and developers;
- Assist in the collection of data for identifying user requirements that may result in future system development or training.
- Keep current with development of our ever-changing applications
- Document products, processes or problems in detail and suggest improvements or solutions
- Troubleshoot and resolve software, hardware, printer, and network issues by listening to the user and asking appropriate questions to build a solution
- Work with manager to investigate and implement ways of reducing calls to the help desk
- Work occasional additional hours, 2nd shift, and/or weekends when necessary
- Work to perform other duties that may be necessary for the organization, including manual labor. (Staging materials, packing, inventory, delivery)
- Other duties as assigned
Enrollment Administrative Assistant
Connections Education/Pearson
06.2015 - 09.2015
- Maintain the daily workflow of the enrollment documents
- Receipt and processing of student enrollment documentation, including document retrieval, pdf conversion, scanning and electronic filing
- Preparation of incoming correspondence by means of scanning, indexing, quality assurance
- Assist with research and entering data with records request process for students newly enrolled.
Fiber Customer Support Analyst
Verizon Telecommunications
03.2013 - 06.2014
- Front Line tech support and customer service representative. Address issues related to FIOS equipment
- Provide customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
- Provide customers with service activation support for Video service set-top box configuration.
- Create trouble reports and provide customers with trouble status.
- Perform analysis and isolation of trouble conditions.
- Provide trouble resolution and closeout when possible.
- Provide Home Network Equipment Support to customers.
- Operated a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
- Dispatch trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
- Negotiated dates, times and access arrangements associated with resolving customer service order fallout and trouble reports.
Home PC Repair
Self Employed
02.2012 - 03.2013
- Providing technical support of home computer equipment. PC, Laptops, Printers, Networking
- Troubleshooting and Operating System Installation.
Technical Support Representative (Temp)
Otsuka Pharmaceutical Companies (U.S.)
11.2007 - 11.2008
- Conducted customer service activities including: taking orders from customers (kits, equipment, and consumable items), order fulfillment and transfer to invoice, data entry, maintaining customer information relating to sales orders in the database, and provides technical support for the medical devices (UBIT IR300+PocOne)infrared spectrometers.
- Answered calls pertaining to use of instruments, test administration, order placement (kits, consumables), shipment tracking, CLIA information.
- Handled technical issues and diagnosed equipment problems over the phone.
- Issued returns for damaged equipment, handled proficiency and reproducibility testing paperwork and filed hard copies of results.
- Completed thorough documentation (system notes and paperwork).
Independent Contractor
03.2007 - 03.2007
- Responsible for assembly of server racks and installation of power edge servers in accordance with company processes, documentation and Manufacturer specifications.
- (2 Week Assignment)
Tech Support Help Desk Assistant – (Temp)
Otsuka Pharmaceutical Companies (U.S.)
06.2006 - 12.2006
- Responded to user hardware needs, providing support to end-users on a variety of issues.
- Responded to telephone calls, e-mail, personnel requests for hardware support; tracked and monitored problems to ensure a timely resolution.
- Other responsibilities included setup and deployment of new computer equipment, imaging desktop/laptop data, and development and maintenance of archived inventory database.
Electronic Assembler (Temp Agency)
03.2006 - 06.2006
- Assembly and installation of electromagnetic digitizing “whiteboard”, and other interactive products in accordance with manufacturer’s specifications.
Shop Assistant
GARCIA (HVACR)
10.2004 - 01.2005
- Maintained shop in owner’s absence, greeting customers, answering calls, processed incoming/ outgoing mail, shipping & receiving, and maintained customer database.
Education
High School -
Oakland Mills High
Computer Science Courses
Howard Community College
Skills
Skilled in managing Windows and network environments
Experienced with desktop, laptops, hardware and software systems other major skills include:
Software installation
Hardware installation
Server maintenance
System administration
Helpdesk administration
Remote Access
System monitoring
IP addressing
G Suite
MS Office Suite
Recordkeeping and file management
Documentation and reporting
Supplies ordering
Technical support
Technical documentation
New hire onboarding
42 wpm typing speed
Network administration
Filing system organization
Orientation and training
Data confidentiality
Network troubleshooting
Network configuration
IP addressing and subnetting
Active Directory and AD Manager
Hardware testing
Account and Password Setup
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Technical Support Administrator (Tier 2)
Pearson
05.2021 - Current
Customer Service Technical Support Administrator (Tier 1)
Pearson
11.2016 - 05.2021
MIS Service Desk Representative
Connections Education/Pearson
03.2016 - 11.2016
Enrollment Administrative Assistant
Connections Education/Pearson
06.2015 - 09.2015
Fiber Customer Support Analyst
Verizon Telecommunications
03.2013 - 06.2014
Home PC Repair
Self Employed
02.2012 - 03.2013
Technical Support Representative (Temp)
Otsuka Pharmaceutical Companies (U.S.)
11.2007 - 11.2008
Independent Contractor
03.2007 - 03.2007
Tech Support Help Desk Assistant – (Temp)
Otsuka Pharmaceutical Companies (U.S.)
06.2006 - 12.2006
Electronic Assembler (Temp Agency)
03.2006 - 06.2006
Shop Assistant
GARCIA (HVACR)
10.2004 - 01.2005
High School -
Oakland Mills High
Computer Science Courses
Howard Community College