Summary
Overview
Work History
Education
Skills
Timeline
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Jason Morales

San Antonio,TX

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

15
15
years of professional experience

Work History

Manager

Rackspace
02.2007 - 07.2022
  • Proficient in managing all aspects of Admin teams including but not limited to: Interviewing personnel, Hiring, Training, Performance managing, Daily workload assignments, Ticket Queues, Customer Phone Calls, Staffing Coverage, Motivate team members, Conduct Performance Reviews, Deliver Employee Evaluations, Bi-Weekly 1x1’s, Merits and Promotions, Providing constant feedback
  • Serve as a customer escalation when required to ensure we meet the needs of the customer and find solutions to any roadblocks that may arise
  • Facilitate Root Cause Analysis sessions for major incidents to include creating action items and verifying completion from all parties involved
  • Help employees develop and achieve personal career objectives
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Currently holding a Government FedRamp Clearance
  • Manage a Standardization sub-team of senior admins that ensures all documentation articles are kept current, and all admins agree and comply.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Developed and implemented business strategies to achieve business goals and stay competitive.

Managed Backup Admin I-III

Rackspace
02.2007 - 02.2011
  • Acquired the technical skills to properly manage customers backup environments
  • Quickly advanced from L1 to L3 by constantly learning and training
  • Hands on experience providing complete technical support over the phone and in person
  • Trusted as a technical escalation and mentor to my peers.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Diagnosed and resolved hardware and software issues.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Diagnosed and executed resolution for network and server issues.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Developed and documented network policies, procedures and standards.
  • Analyzed network traffic and performance metrics to optimize system performance.

Education

Associate of Applied Science - Computer Network Systems Technology

Hallmark University
07.2006

Skills

  • Team Leadership
  • Team Collaboration
  • Project Management Expertise
  • Customer Satisfaction
  • Critical Thinking
  • Technical Support
  • Complex Problem-Solving
  • Operational Efficiency

Timeline

Manager

Rackspace
02.2007 - 07.2022

Managed Backup Admin I-III

Rackspace
02.2007 - 02.2011

Associate of Applied Science - Computer Network Systems Technology

Hallmark University

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Jason Morales