DAVID MORGAN
IT Professional
Oak Ridge,TN
Summary
Hey!
I am a results-driven IT professional with a robust certification portfolio. I just completed all my coursework from Western Governors University with a BSIT and awaiting my degree. I am currently a Network Technician at Upstream Rehabilitation, I seamlessly transitioned to NetOps during an acquisition. I am adept in Tier 3 support, troubleshooting network issues, and Active Directory management. Proficient in Microsoft Exchange, data center administration, and a range of network hardware. Proven Help Desk Analyst background with expertise in Windows 10, user accounts, Citrix environments, and diverse tech systems. Actively advancing skills by learning Python, pursuing various cloud certifications, and actively building my skills on my freetime by working on my homeland (ask about it!), and having fun with Hack the Box and Tryhackme.
Certifications
- CompTIA A+
- Network+
- Security+
- Microsoft Azure Foundations
- ITIL foundations v4
- LPI Linux essentials
- CompTia Cloud essentials
- CIW Advanced Advanced HTML5 and CSS3 Specialist
Education
Bachelor of Science - Information Technology
11.2020 - 08.2023
Overview
4
4
Years of professional IT experience
Work History
Network Technician
Upstream Rehabilitation
11.2021 - Current
- Results was acquired by Upstream During the acquisition, I got moved to the NetOps team as a Network Tech
- Functions as a Jr Network Engineer/Jr system administrator.
- Tier 3 support, used my admin credentials to troubleshoot clinic network issues AD permission management, and advanced Windows management
- Worked with Windows server administration, Citrix administration, and O365
- Worked in Microsoft exchange, active directory, and assisted with the migration to office 365
- Worked with various network hardware, such as Cradle point, Maraki, and Fortinet
- Did basic administration in the datacenter
Cyber Security Apprentice
Guard Sight
08.2021 - 12.2021
- Actively worked in the Virtual Security operations Center, detecting and analyzed threats
- worked with a variety of vendors and clients
- Worked with a variety of SIEM's such as Sumo logic and Alien Vault
Help Desk Analyst
03.2021 - 11.2021
- Provided both Tier I & Tier II support over the phone and onsite desktop support
- Break-fix support for Windows 10
- Created and updated user accounts in exchange & Active directory
- Imaged and repaired laptops on a regular basis
- Worked with troubleshooting Citrix environments ( Profile resets, force log-offs)
- Used Track-IT ticketing system
- Worked with 8x8 admin console and five9 phone systems
- Worked with Solarwinds
- Worked with Zoom and ring central
Information Technology Support Technician
Aegis Labs
08.2020 - 03.2021
- Provided Tier I & Tier II support over the phone and onsite desktop support
- Break-fix support for Windows 10
- Created and updated user accounts in exchange & Active directory
- Imaged and repaired laptops regularly
- Created users & extensions with Cisco phones
- Aegis does not have a designated Tier structure, so I did a little bit of everything that's required in the IT department, also helping the Network Engineer on occasion.
Help Desk Technician
State of Tennessee
Smyrna, TN
04.2020 - 06.2020
- Provided tech support to state employees
- Assisted with general computing, Active directory, and state directory assistance
- Helped resolve password resets and various software/hardware issues
- Supported Windows 7 and Windows 10 operating systems.
Help Desk
Dell Computers
Nashville, TN
11.2019 - 03.2020
- Providing technical support for Boeing
- Helped with general computing, networking, and servers
- Trained in working with mobile phones and tablets
- Helped resolve password resets and various software/hardware issues
- Supported Windows 7 and Windows 10 operating systems
- Average 25 - 30 tickets a day
- About 85% resolution rate
- Actively worked to resolve the customer's issue, or escalate to the proper team
- Experience with WebEx, and Dameware
Missionary
The Church Of Jesus Christ Of Latter, Day Saints
Provo, UT
08.2017 - 08.2019
- Team building development and ensuring that the goals and values of the mission were fulfilled
- Served in a lead role, training other leaders, native pastors, and 8-10 other missionaries
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity
Timeline
Network Technician - Upstream Rehabilitation
11.2021 - Current
Cyber Security Apprentice - Guard Sight
08.2021 - 12.2021
Help Desk Analyst -
03.2021 - 11.2021
Western Governors University - Bachelor of Science, Information Technology
11.2020 - 08.2023
Information Technology Support Technician - Aegis Labs
08.2020 - 03.2021
Help Desk Technician - State of Tennessee
04.2020 - 06.2020
Help Desk - Dell Computers
11.2019 - 03.2020
Missionary - The Church Of Jesus Christ Of Latter, Day Saints
08.2017 - 08.2019
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