Kyle Morgan

• Acted as technical SME during planning and implantation of new benefits administrator. Performed internal system and vendor UAT to deliver well-tested initial system processes for new benefits administrator
• Provided training and on-site end user technical support to members of health and welfare team for benefit administrations remote systems
• Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals
• Applied knowledge of IT best practices to tackle new challenges and make educated decisions
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Diagnosed, troubleshot, and resolved network and system problems
• Investigated and addressed system issues to enhance usability and improve functionality
• Authored technical requirement documentation to suit business goals and technological limits
• Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection

• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users through remote and on-site support
• Delivered direct technical support to customers on installations, usage or maintenance to enhance system functionality
• Identified and resolved large scale problems through root cause analysis and research
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions
• Installed and maintained commercial firewall solution, working with security vendors to consistently apply best practices and software updates
• Configured networks for smooth, reliable operation to meet business processes and objectives
• Managed cloud-based client files for any of our 50 clients

• Configured hardware, devices and software to set up work stations for employees
• Built backend environment withing Google Administration Console which involved but not limited too, base infrastructure, user group setup and security access, and end-user profiles
• Performed software installations and OS upgrades to support layered software packages
• Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for school district users

Tier 1 Technical Support Representative - May 2014-August 2014

• 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
• Translated complex technical issues into digestible language for non-technical users

Tier 1 Lead Technician - August 2014-December 2014

• Addressed all questions and concerns from Tier 1 Representatives regarding wide rage of programs and processes
• Trained and supported Tier 1 Representatives with software, hardware and network standards and use processes
• Addressed user customer service concerns and decided when to escalate problems to specialist team members
• Helped streamline repair processes and update procedures for support action consistency

Tier 2 Service Desk Technician - August 2014-June 2015

• Provided second level support to internal Help Desk to resolve user concerns with specific applications, including, but not limited to, Windows 7, Microsoft Office, SAP, and numerous Kao specific applications
• Maintained wireless communication networks and information technology systems, wireless and electronic communication systems with proactive repair and upkeep strategies
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions

• Meritoriously promoted during boot camp from the rank of E2 to E3 as a result of my leadership and adaptability to an ever-changing environment
• Earned the position of Division Section Leader with a unanimous vote by my fellow shipmates and Recruit Division Commanders
• Medically separated