JONATHAN ROBERT MORGAN
Summary
Detail-oriented, Enthusiastic, with dedicated training over 2 years of on the job experience. Highly reliable, problem solver and a team player with outstanding technical and communication skills. A Fast learner with the ability of understanding concept, threats, and technologies. Recently finished a two-year college degree; I am committed to take on any challenges where I can gain more experience and improve my networking skills, while growing in a professional field. Currently Working as a Service Desk Agent At Marta. (Metropolitan Atlanta Rapid Transit Authority). Actively looking for position where I can grow and learn new skills, while working apart of a team and handling high levels of responsibly.
Overview
7
7
years of professional experience
Work History
Service Desk SupportAgent
Marta
05.2023 - Current
- Create accounts In Active Directory for Internal\external users.
- Reset passwords for the whole organization in Active Directory, Oracle, Trapeze/FaSuites.
- Installed malwarebytes to protect software from virus and cyber attacks.
- Address concerns and issues while providing customer service to the user and escalate tickets to senior team members for further assistance.
- Troubleshoot hardware, software and network issues.
- Respond to internal/external users using Cisco finesse IP Communicator, Microsoft teams chat, outlook email.
- Remotely access users device using Cisco WebEx, Beyond Trust to resolve any issues with windows, printers, and other applications that may occur.
- Keeping a record of tickets and ticket queues to resolve any issues with cisco phone, broken monitors, desktop, laptops, AVIS signs to ensure closure 100% of all calls.
- Troubleshoot the company's vpn to assist users to work remotely.
- Install drivers to print from company's network printer
- Perform other related duties as assigned.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
Customer Service/Cashier
Walgreens
11.2017 - 07.2020
- Demonstrated excellent customer service by assist customers in person and by phone also answering questions and concerns.
- Offered information related to products and services
- Processed credit card, debit card, cash, gift card and store credit transactions
- Performed checkout procedures quickly and accurately while promoting bonus cards to customers
Education
Associate of Applied Science - CyberSecurity
The Community College of Baltimore County
Catonsville, MD12.2020
Skills
- Closing Tickets
- First Level Support
- Active Directory
- Complex Problem-Solving
- Microsoft 365 Troubleshoot
- Detail-Oriented
- Problem-Solving
- IT/Network Security
- Performance Improvement
- Information Security
- Identify Phishing Emails
- Helpdesk Services
Timeline
Service Desk SupportAgent
Marta
05.2023 - Current
Customer Service/Cashier
Walgreens
11.2017 - 07.2020
Associate of Applied Science - CyberSecurity
The Community College of Baltimore County
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