Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Accomplishments
Technical Proficiencies
Timeline

Kenneth R. Morris

Odenton,MD

Summary

Enthusiastic Customer Support Specialist with 22+ years of experience. Providing exceptional customer experiences. Extensive proficiency in CRM and support ticketing systems with a solid technical background. Recognized for leadership skills and a passion for delivering world-class customer service. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

19
19
years of professional experience

Work History

Senior Application Support Specialist

Embedded High Systems Inc.
NASA GSFC
08.2022 - Current
  • Cultivated interpersonal skills by building positive relationships with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked well in a team setting, providing support and guidance.
  • Knowing when to escalate issues to higher-level support or development teams and working with development, infrastructure, and other teams to address and prevent application issues.

IT Services Support Specialist

Arctic Slope Technical Services Inc.
Greenbelt , MD
10.2019 - 08.2022
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.

Application Support Specialist

ASRC Federal
Greenbelt , MD
03.2016 - 10.2019
  • Supported e-mail, content directories, standard Windows desktop applications, and custom applications for Aerospace and Defense sectors.
  • Tracked application performance, identifying potential issues and addressing them proactively.
  • Designed and implemented custom authorization schemes for secure data access within supported applications.
  • Installed, configured and provided ongoing configuration management for [Number] custom applications.
  • Interacted with clients to resolve issues and answer software-related questions.

Application Support Specialist

Constellation Software Engineering
Greenbelt , MD
02.2006 - 03.2016
  • Identifying, diagnosing, and resolving application-related issues reported by users
  • Answering user inquires, providing guidance on application usage and offering solutions to problems.
  • Effectively communicating with users to understand their needs and with technical teams to escalate and resolve complex issues.
  • Maintaining records of support interactions, creating documentation for frequently asked questions, and contributing to knowledge bases.
  • Working with clients, gathering requirements, and translating those into system improvements

Education

Computer Career Institute at Johns Hopkins
01.2004

Skills

  • Software applications expertise
  • Operating systems proficiency
  • Troubleshooting and support
  • System documentation
  • Process optimization
  • User training and development
  • Client communication skills
  • Performance monitoring
  • Attention to detail
  • Customer relations management
  • Computer literacy

Hobbies and Interests

Organizing family events or trips, Reading, Cooking, Photography

Accomplishments

  • Improve system efficiency
  • Decreased support ticket volume
  • Increased user satisfaction
  • Managed a high volume of customer inquiries and resolved issues promptly
  • Trained and mentored new team members

Technical Proficiencies

Microsoft SharePoint, Adobe Creative Suite, Dreamweaver, Illustrator, Enterprise Document Management using Alfresco, Microsoft Info Path, and Office Suite, Windchill, SiteImprove.

Timeline

Senior Application Support Specialist - Embedded High Systems Inc.
08.2022 - Current
IT Services Support Specialist - Arctic Slope Technical Services Inc.
10.2019 - 08.2022
Application Support Specialist - ASRC Federal
03.2016 - 10.2019
Application Support Specialist - Constellation Software Engineering
02.2006 - 03.2016
Computer Career Institute at Johns Hopkins - ,

Similar Profiles

CREATE PROFILE