DELLO MORGAN
Tujunga,USA
Summary
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues. Detail-oriented with extensive experience in telecommunications,and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Assoc Technical Support Specialist
J. Paul Getty Trust
11.2021 - Current
- Facilitated New Hires
- Facilitated Offboarding
- Worked with senior members to Create Knowledge Base articles for current and future staff.
- Provided orientations to new hires and introduced them into Getty Hardware and software
- Worked with other teams to create accounts for users and assign proper permissions
- Diagnosed and Repaired hardware and software related issues
- Helped supervisors with feedback to perfect systems that are in place
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Worked on Archival Project to implement legacy tools and systems such as windows XP/SCSI configuration.
- Diagnosed complex software hardware related issues and worked with Level 3 staff and implement fixes.
- Resolved the majority of most tickets without the need for escalation.
- Resolved over 5000 tickets in the scope of 3 years.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Documented support interactions for future reference.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
Assoc Technical Support Specialist (Contractor)
Getty Trust
07.2021 - 11.2021
- Implemented process improvements to smooth development cycle and increase collaboration
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices, and software to set up workstations for employees
- Removed malware, ransomware and other threats from laptops and desktop systems
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Offered remote support for cloud-based and web-based clients via phone, email, and chat
- Helped users with adding Network devices such as printers
- Helped users reset passwords to their Novell account, Workforce, TIS
- Helped users Install software such as filmmaker, adobe, Cherwell, and many others
- Learned to use Cherwell Ticketing System and completed tasks within SLA's
- Researched complicated issues and escalated it to teams that manage it
- Helped team with terminations and new hires
- Fixed M365 issues, sync issues
- Recorded and maintained relevant notes for each client and work order
- Helped users with activating and installing DUO Mobile
- Helped users with Ring Central, resetting passwords and PINS
- Created End of Day reports for the whole team to help keep track of tickets
- Collaborated with Senior staff, leads and manager in resolving complicated issues
- Worked in remote environment providing excellent phone and remote support
- Updated Asset Information in CMDB in Cherwell System
- Helped Senior staff with categorizing tickets
- Helped users with pulse secure
- Helped users with accessing network drives
Technical Engineer
ClearPath Technology LLC
07.2020 - 07.2021
- Provided secondary training to personnel struggling with technological tools and systems
- Executed troubleshooting and server support in both in-person and remote situations
- Oversaw quality assurance management and offered suggested recommendations
- Provided technical support in both on-site and telephone consultations
- Designed system enhancements for assets
- Rapidly identified and corrected system faults to minimize operational downtime of systems
- Maintained service schedule for software and hardware
- Diagnosed malfunctions in systems and software, directing support tickets to appropriate personnel for remediation
- Wrote instruction manuals and technical guidance for preventive maintenance
- Performed preventive maintenance on all systems
- Performed scheduled service work, installations, testing and repairs
- Monitored ongoing technical compliance with applicable laws and regulations
- Offered troubleshooting for windows and IOS devices via voice and text chat, maintaining resolution rates of 99%
- Oversaw testing of equipment and components to check for defects
- Collaborated with IT department staff to enhance network-based technologies
- Managed implementation of new technological improvements resulting in increased efficiency
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Ethernet
- Resolved system, hardware, and telephone issues, improving efficiency among departments
- Identified potential sales and cross-selling opportunities in course of delivery of support services
- Fielded an average of ten inbound phone calls to deliver support and remotely resolve service issues
- Evaluated and responded to incoming sales leads and requests for technical support assistance
- Conducted in-depth product and issue resolution research to address customer concerns
- Monitored systems in operation and input commands to troubleshoot areas
- Installed security applications and devices and suggested additional security measures
- Installed surveillance systems for clients
- Imaged and deployed two hundred computers for clients
- Provided support for over thirty companies
- Wrote and reviewed tickets to request maintenance to diverse types of equipment
- Translated complex technical issues into digestible language for non-technical users
- Submitted service tickets for equipment maintenance requests
- Used ticketing systems to manage and process support actions and requests
- Activated accounts for clients interested in new services
- Assisted customers with product selection based on stated needs, proposed use, and budget
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Monitored data transfer security to detect and prevent intrusion attempts and respond to DDoS attacks
- Initiated and managed network test facilities to verify network hardness and resilience
- Provided network support services for devices such as hubs, bridges, routers, and other hardware
- Performed virtual machine provisioning, VM priority setup and template cloning
- Created VPN infrastructure for 20+ workers, allowing for secure remote connections
- Recommended options for disaster recovery, remote access, network appliances, servers, and directory services security
- Integrated fixed wireless connectivity into facilities lacking access to terrestrial high-speed networks
- Configured, managed, and troubleshot VoIP and multi-media distributed systems and platforms
- Troubleshot complex multi-vendor network service provider issues
- Consulted with cabling infrastructure vendors and domestic and international ISPs
- Monitored network capacity and performance to diagnose and resolve complex network problems
- Provide excellent customer service and apply diagnostic technical knowledge
- Provided exceptional technical support, addressing client concerns and ensuring their needs were met.
- Designed custom solutions tailored to client-specific requirements, exceeding expectations with creative problem-solving techniques.
- Monitored ongoing technical compliance with applicable laws and regulations.
- Reduced production downtime by proactively identifying potential issues through rigorous testing procedures.
- Performed scheduled service work, installations, testing and repairs.
- Streamlined processes by automating repetitive tasks, increasing team efficiency and productivity.
- Provided technical support in both on-site and telephone consultations.
- Configured in house Servers and deployed it for users.
- Configured Virtual Machines for clients using VMware.
- Performed preventive maintenance on network system, maintaining average uptime of 99.9%.
Driver
Lyft Inc.
04.2017 - 02.2020
- Optimized profitable time by anticipating surge areas, targeting highly trafficked sectors and daisy-chaining rides
- Drove high-capacity vehicles for dedicated engagements such as bachelorette parties, proms, and weddings
- Transported high-value clients with professionalism and discretion
- Engaged in company affiliations by promoting products and services and engaging in marketing media content
- Drove operational improvements which resulted in savings and improved profit margins
Trainee Web Developer
Freelance
01.2015 - 01.2020
- Maintained quality assurance through code testing and cross-browser testing
- Collaborated with project managers, testers, end-users, and distributors
- Developed testing code for mobile and web-based applications
- Worked on eCommerce maintenance and management for client websites
- Investigated and resolved application issues for web-based programs providing end-user support
- Supported web applications and websites through database development
- Troubleshot and debug code ensuring compatibility with devices, browsers, and operating systems
- Utilized scripting languages, content creation tools, management tools, and digital media to design websites
- Adhered to best practices for software development methodology and web security
- Configured and purchased domains for websites
- Worked with GRB Entertainment and art directors to update their dynamic website.
- Identified and eliminated website bugs to improve user experience
- Maintained websites for branches for Uniformity Clothing Company.
- Managed hosting for clients and also managed and deployed updates.
- Managed updates and patches for clients.
Stage Technician
Glendale Community College
06.2015 - 01.2018
- Drove operational improvements to set up stage lighting
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving at work ready to start immediately
- Set up Lighting/Sound Equipment
- Designed and fabricated props for theatre shows
- Set-up equipment for performances
- Programmed lighting and sound boards
- Delivered required equipment for shows and events
- Maintained excellent attendance record, consistently arriving to work on time
Education
No Degree - Computer Science
Glendale Community College
Glendale, CA04.2018
No Degree - Computer Science
Los Angeles Mission College
Sylmar, CA03.2019
High School Diploma -
Verdugo Hills High School
Tujunga, CA03.2014
Skills
- Remote Support
- Incident Management
- Account Management
- Hardware Configuration
- Remote Diagnostics
- Mobile Device Management
- Data Recovery
- User Training
- Technical Support
- Microsoft Office Specialist (MOS) Expert
- Mac systems
- Windows XP/Vista/7/10/11
- DHCP/DNS Ethernet and Firewall proficient
- Networking
- Server Deployment & Management
- Virtualization Technologies
Certification
Autodesk Certified Professional (ACP)
- HDI Support Center Analyst (HDI) 2022 July
- MACOS SUPPORT ESSENTIALS 12 (MONTEREY) (LearnQuest) 2023 June
- AWS Certified Advanced Networking
– Specialty (ANS-C01) Cert
Network Design 2023 June.
- VMware vSphere 7 Professional: 09
Troubleshooting, Backup, and
Recovery
- Cybersecurity for Everyone- University Of Maryland 2024 June.
- Critical Thinking -American Management Association - 2024 February.
- AWS Certified Advanced Networking 2023 June.
Languages
English
Native or Bilingual
Sinhala
Native or Bilingual
Spanish
Limited Working
Timeline
Assoc Technical Support Specialist
J. Paul Getty Trust
11.2021 - Current
Assoc Technical Support Specialist (Contractor)
Getty Trust
07.2021 - 11.2021
Technical Engineer
ClearPath Technology LLC
07.2020 - 07.2021
Driver
Lyft Inc.
04.2017 - 02.2020
Stage Technician
Glendale Community College
06.2015 - 01.2018
Trainee Web Developer
Freelance
01.2015 - 01.2020
No Degree - Computer Science
Glendale Community College
No Degree - Computer Science
Los Angeles Mission College
High School Diploma -
Verdugo Hills High School
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