Summary
Overview
Work History
Education
Skills
Summary Of Experience
Other
Education Certifications
Years Of Experience
Security Clearance
Personal Information
Certification
Timeline
Generic

Kathleen Morrison

Vancouver

Summary

I am an experienced IT Service Desk Specialist with over 20 years of experience providing customer support to end users. Additionally, I have 11 years of Data Entry which has resulted in my being extremely detail oriented when examining data.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

30
30
years of professional experience
1
1
Certification

Work History

IT Service Desk Specialist

COGNOSANTE
05.2020 - Current
  • Provide daily Call Center Report to management
  • Subject Matter Expert for Cherwell (ticketing software)
  • Outage Coordinator-monitor call queue for trends, alerting management and respective teams if issue/outage manifests itself
  • Responsible for coordination and training of IT Service Desk new hires and maintain training regimen
  • Provide advice and/or support to coworkers searching for resolution or appropriate team to pass along a ticket
  • Update process guides
  • Process tickets present through customer portal or from directed phone calls or emails

IT Service Desk Specialist

ENTERPRISE INFORMATION SERVICES
06.2018 - 05.2020
  • Process telephone calls and emails in Call Center environment as part of Help Desk
  • Troubleshoot problems and resolve or escalate to appropriate department
  • Maintain record of all calls and emails in tracking software
  • Follow existing process guides and offer updates when discovered
  • Microsoft Tools Used and Supported: Microsoft Windows 7, Windows10, MS Office 2010/2013/2016
  • Provide daily Call Center Report to management

Desktop Support Specialist

ieSolutions
09.2016 - 06.2018
  • Process telephone calls and emails in Call Center environment as part of Help Desk
  • Troubleshoot problems and resolve or escalate to appropriate department
  • Maintain record of all calls and emails in tracking software
  • Follow existing process guides and offer updates when discovered
  • Microsoft Tools Used and Supported: Microsoft Windows 7, Windows10, MS Office 2010/2013/2016

Technical Support

KForce
09.2014 - 09.2016
  • Call Center support for software issues on Kaiser owned and personally owned devices
  • Windows Domain based infrastructure and active directory
  • Support for Lotus Notes, Office 365/Outlook and various applications
  • Support for Remote Access/VPN, iPhones/iPads
  • Deployment of software packages and troubleshoot software distribution issues
  • Support ongoing migration from Lotus Notes to Outlook 365

Help Desk Analyst

AAA Oregon/Idaho
02.2006 - 07.2014
  • Multiple line telephone support of colleagues troubleshooting software
  • Active Directory adds, moves and changes
  • Provided support to Call Center and remote workers using VPN
  • Deployed software, either using Landesk Management Suite or over the network
  • Responsible for software distribution and monitoring license use and distribution using software key codes to perform installations
  • Replaced, reimaged or repaired hardware issues
  • Maintained weekly patching schedule using Landesk Management
  • Assisted in migration from Novell Groupwise to Outlook

Telephone System Administrator

Associated Administrators, Inc
10.1997 - 02.2006
  • Created and maintained call vectoring for ACD groups
  • Strong knowledge of agent administration, automatic call distribution, Class of Restriction and Class of Service, trunk administration and all aspects of call routing
  • Maintained telecommunications inventory
  • Created reports on all system alarms, trunk capacity, calling trends, and traffic influencing routing of calls
  • Assisted supervisors in managing their Expert Agent ACD call centers in order to ensure faster response times
  • Created, tested and implemented vectors for ACD inbound call centers
  • Experienced in using BCMS (Avaya Basic Call Management Systems.)
  • Conducted training for users and providing technical support to management
  • Researched and recommended upgrades, reconciled accounts, and ordered equipment
  • Assisted PC staff with software upgrades and virus removal

Data Quality Control Clerk

Associated Administrators, Inc
10.1994 - 02.2006
  • Reviewed and corrected all data submitted to production for benefits administration
  • Keyed corrections onto IBM mainframe
  • Provided error free data
  • Balanced monies received to the bank's total per trust
  • Provided technical support to clerical and programming staff
  • Maintained records and forms
  • Maintained pension and COBRA databases on IBM

Education

BA - History

University of Oregon
01.1987

Skills

  • Call Center Level 2 Service Desk
  • Windows 11
  • Office Suite
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Teamwork
  • Independent work

Summary Of Experience

I am an experienced IT Service Desk Specialist with over 20 years of experience providing customer support to end users. Additionally, I have 11 years of Data Entry which has resulted in my being extremely detail oriented when examining data.

Other

Identified and recover $2800 in telecom billing errors while working as Telephone System Administrator at Associated Administrators. After that discovery, I was tasked with the ordering of telephony equipment and the tracking of the invoices.

Education Certifications

  • BA, History, University of Oregon, 1987
  • CompTia A+, 2006
  • CompTia Network+, 2006
  • HDI Customer Service Representative, 2018

Years Of Experience

26

Security Clearance

Public Trust

Personal Information

Available: Immediately

Certification

  • CompTIA A+ and CompTIA Network+
  • HDI Customer Service Representative

Timeline

IT Service Desk Specialist

COGNOSANTE
05.2020 - Current

IT Service Desk Specialist

ENTERPRISE INFORMATION SERVICES
06.2018 - 05.2020

Desktop Support Specialist

ieSolutions
09.2016 - 06.2018

Technical Support

KForce
09.2014 - 09.2016

Help Desk Analyst

AAA Oregon/Idaho
02.2006 - 07.2014

Telephone System Administrator

Associated Administrators, Inc
10.1997 - 02.2006

Data Quality Control Clerk

Associated Administrators, Inc
10.1994 - 02.2006

BA - History

University of Oregon

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Kathleen Morrison