Professional Summary
Overview
Work History
Education
Skills
Certification
Timeline

LAURA MORRICAL

Calpine Corporation
Rosharon,TX
1
Certification
15
years of professional experience

Results-driven IT professional with a strong technical foundation and a focus on continuous skill enhancement. Demonstrates exceptional organizational skills and a strong work ethic, consistently achieving employer objectives. Collaborative team player with a customer service emphasis, skilled in multitasking and performing under pressure, committed to delivering high-quality results in fast-paced environments.

Work History

End User Computing (Desktop Support) Systems Engineer III (promoted from Systems Engineer II)

6 Years 9 Months
Calpine Corporation | 01.2020 - Current
  • Update and maintain CMDB containing over 10,000 Personal Computing records
  • Manage and implement PC Refresh project for 1000+ computers
  • Led PC Refresh project for over 1000 computers, ensuring timely updates and replacements
  • Maintain over 3000 user computing needs
  • Oversaw ticket management to ensure prompt resolution of IT requests
  • Addressed break/fix tickets to maintain user productivity
  • Train and manage new team members
  • Manage IT inventory for desktop team
  • Manage MFD Printer Refresh project
  • Maintain RedTag software and printers for all plant locations
  • Maintain Cisco CEMS software for all plant locations
  • Developed and managed 'IT Tech Bar' to support off-site Plant Manager meetings, enhancing user experience
  • Coordinated with IT Helpdesk to streamline support processes and improve communication
  • Assist facilities with on-site meetings including maintaining A/V equipment and power needs
  • Work with Plant IC&E technicians on company-wide Rugged Book deployment

IS Analyst II

2 Years
Calpine Corporation | 01.2018 - 01.2020
  • Create automation for account lifecycle and role-based access
  • Updated and maintained provisioning and deprovisioning processes to ensure compliance and efficiency
  • Maintain over 3,000 user accounts in Active Directory
  • Maintain Multi-Factor Authentication for employees, contractors and service providers
  • Privileged and elevated account management
  • Maintain over 5000 security and distribution groups
  • Review access requests and provisioning new-hire accounts
  • Work closely with IT Support, IT Security, HR, and Vendor Management teams to ensure a fluid user onboarding experience
  • Manage multiple ticketing queues
  • Mentor Service Provider support personnel working with IAM team
  • Research new and innovative solutions and promote process improvement
  • Researched innovative solutions and promoted process improvements to enhance user access management
  • Author and edit content for internal Knowledge Base
  • Update / renew external and internal web certificates
  • Gathered requirements and coordinated implementation of role-based access controls to streamline user access

IS Analyst II

4 Years
Calpine Corporation | 01.2014 - 01.2018
  • Assisted in designing and implementing ServiceNow ticketing system to replace ITSM Remedy system
  • Modified ServiceNow's core ITSM system functionality and created new applications while understanding various system integration needs.
  • Consulted with business stakeholders, colleagues, and end-users to propose processes and solutions that enhance productivity
  • Perform technical validation and testing to ensure requirements are satisfied with sample data
  • Recommend improvements or changes to technical and functional designs where appropriate
  • Facilitate creation and testing of future state business processes and script development
  • Perform regular data audits and resolve identified issues
  • Assist with repairing and recovering from hardware or software failures
  • Coordinate and communicate with impacted user groups accordingly
  • Involved vendor in resolving defects and incidents.
  • Maintain service desk agent training, processes and procedures
  • Maintain Knowledge Base for IS personnel and end-user visibility and use
  • Create and maintain P1 and P2 processes for service desk agents
  • Create and maintain RCA process
  • Create and maintain Problem management process within ServiceNow
  • Create and maintain On-Call calendars within ServiceNow
  • Coordinated training for ITIL users on new service desk processes
  • Assist with onboarding new service desk agents
  • Work with Identity Management team to process access requests and resolve incidents assigned to support team
  • Work with multiple teams to resolve aging tickets
  • Create and schedule reports as requested by IS management

IS Analyst I (Promoted to IS Analyst II)

2 Years
Calpine Corporation | 01.2012 - 01.2014
  • Supported computer users with technical, hardware, and application software issues to enhance user experience
  • Provide support for all computer users – technical, hardware, and application software
  • Travel to remote plants when needed to perform project-related duties or assist with end-user incidents
  • Image and deploy servers and VM hosts
  • Facilitated communication between IS support and business units to ensure alignment on technical needs
  • Manage and maintain inventory at primary facility
  • Trained users on new systems and operations to improve adoption and proficiency
  • Maintain communication and liaison between IS support and the business
  • Ensure corporate IS policies and procedures are implemented and maintained
  • Train users in new systems and operations
  • Travel to remote plants when needed to perform project related duties or assist with end-user incidents
  • Ensured proper inventory levels were maintained at primary facility

Education

Associate of Applied Science - Information Technology – Computer Network Systems

ITT Technical Institute | Houston, TX | 10-2008
Multiple Certificates of Academic Achievement

Associate of Applied Science - Information Technology – Computer Programming

Alvin Community College | Alvin, TX | 05-1996
  • Associate of Applied Science, Mathematics
  • Graduated with High Honors

Skills

Operating Systems (Level II)
Windows Server
Windows 7
Windows 10
Windows 11
Linux
Active Directory
LDAP Directory
Office365
Outlook (POP3
Exchange)
ServiceNow
ITSM Remedy 7
Network Technologies (Level II)
LAN/WAN
WLAN
TCP/IP
VPN Software (Level II)
Secure Gateway Access
Cisco AnyConnect
WISE / Juniper Networks
Legacy systems support
Account Administration (Level II)
Adaxes
Carbon Copy
UltraVNC
NetMeeting
WebEx
Lync
Skype for Business
Microsoft Teams
SCCM
VMWare
CISCO CEMS
Instamation RedTag Pro
Instamation RedTag Enterprise
Specialty Software (Level III)
Typing: 115wpm

Certification

MCSA 2008, MCSA 2012, CCNA, ServiceNow System Admin, Artificial Intelligence Training

Timeline

End User Computing (Desktop Support) Systems Engineer III (promoted from Systems Engineer II)

Calpine Corporation
01.2020 - CurrentRead More

IS Analyst II

Calpine Corporation
01.2018 - 01.2020Read More

IS Analyst II

Calpine Corporation
01.2014 - 01.2018Read More

IS Analyst I (Promoted to IS Analyst II)

Calpine Corporation
01.2012 - 01.2014Read More

Alvin Community College

Associate of Applied Science from Information Technology – Computer Programming
Read More

ITT Technical Institute

Associate of Applied Science from Information Technology – Computer Network Systems
Read More

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LAURA MORRICAL