Malcolm Morrow
Detroit,MI
Summary
Experienced Managed Services IT Professional, commended as a valuable team player with expertise in managed services and systems administration. Ready to bring 14 years of progressive work experience by continuous contributions above and beyond requirements to deliver exceptional products and services to clients. Career achievements in large scale managed service IT projects. Dedicated to consistently contribute high value through impeccable work ethic, teamwork and maintaining client relationships.
Overview
25
25
years of professional experience
Work History
Managed Services Technician (Multiple Job Roles)
Avalon Technologies
08.2019 - Current
- Managed Services IT Manager:
- Purchased, managed, monitored and deployed Avalon's MSP products, CarbonBlack, Veeam, Wasabi, Freshservice, Barracuda services, Microsoft Azure, Server, O365, Microsoft Teams for phone services products and other cyber security services.
- Managed, monitored and setup the IT Service Management Software for multiple clients
- Produced and provided weekly and monthly SLA, KPI and Metrics reports to management and clients.
- Assigned and deployed managed service discovery agents to clients computer and networking systems.
- Assigned and setup projects and tickets for technicians, engineers and sales team.
- Project Manager:
- Managed data protection server and network projects for major clients. Managed hardware, software and third party vendors for deployment projects.
- Planned, designed, and scheduled phases for IT projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Achieved project deadlines by coordinating with contractors, employees, and management to manage performance.
- Identified plans and resources required to meet project goals and objectives.
- Field Services Infrastructure Engineer:
- Programmed and deployed data protection servers, network hardware, network switches, cyber security hardware and software services.
- Programmed and deployed middleware application servers, VMware, VCenter, ESXi, and Veeam products to data protection servers.
- Installing components on networks and servers and ensuring they work in tandem and can be executed without compilation errors in various platforms and environments.
- Monitoring operating system performances (i.e., Windows, Linux, or Mac OS).
- Field Services Technician:
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Assisted training end users on proper use of hardware and software to deliver excellent customer service.
- Diagnosed and repaired hardware, software and network issues to mitigate disturbances.
Network Administrator
Out Of The Box Solutions
01.2015 - 08.2019
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Monitored system performance and responded to alerts.
- Maintained applications to keep software current with necessary software updates and upgrades.
- Diagnosed and resolved hardware and software issues.
Service Technician Team Leader
PCM INC/SARCOM
09.2014 - 11.2014
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Organized work to meet demanding production goals.
- Maintained quality assurance and customer satisfaction objectives.
- Inspected equipment to identify areas of wear or causes of malfunctions.
Desktop Support Technician
PFI Tech At Ford Motor Company WHQ
08.2013 - 12.2013
- Fulfilled the Desktop Support Technician contracted position for PFI Tech at Ford Motor Company sites, in the Detroit, MI metro area.
- Met Service Level Agreements by fulfilling, implementing processes, and taking proactive actions and requires little management direction in the delivery of field Windows 7 migration and deployment depot services.
- Configured, repaired and deployed computer systems to clients.
IOS AHA Advisor
Apple Inc.
07.2012 - 06.2013
- As the customer's first point of contact, At-Home Advisors assess issues, troubleshoot, and escalate issues to provide exceptional customer support.
- Specifically provide technical support for iPhone, iPod, iPad, iMac, MacBook, MacBook Pro, Mac Pro, AirPort, and Apple TV.
Network Administrator
DMC Hospital Campus
08.2011 - 07.2012
- Fulfilled the Network Administrator position at the DMC Hospital Campus, Detroit MI. Installed and managed security video servers, networks and security digital video recording hardware and server security video software applications.
- Managed and installed security video projects according to contractual agreements and maintained on time scheduled completion dates.
- Performed technology needs analysis such as: number of security servers and or digital video recorders at each location, time of recordings for each security digital video recorder, and competency ratios.
Computer & Network Manager
Dell Corporation (Apex Systems Inc.)
11.2010 - 08.2011
- Provided technical support for computers and networking systems
- Assisted training end users on proper use of hardware and software to deliver excellent customer service.
Implementation Project Manager
Sprint
06.1998 - 03.2009
- Consultant to national and international customers and their product/feature application needs as well as consulting on customer's accounting/billing scenarios.
- Developed and delivered formal presentations, vendor meetings and sales strategy sessions. Conduct account review meetings each quarter to discuss billing products and services, customer care issues, price plans, etc. as well as introduce new products and services to the customer (i.e. new phone line-up, MR ideas, new features, etc.).
Education
Certification - CompTIA A+ Certified & Network + Certified
New Horizons Computer Learning Center
Troy, MISkills
- VMware Experience
- Diagnosis and Troubleshooting
- Network Security Management
- vSphere virtual environments
- LAN and WAN Control
- VoIP Systems
- Storage Virtualization
- Switches and Routers
- Project Management
- Computer Systems Installation
- Testing and Analysis
- Expertise in Installations
- Preventive Maintenance
- Project Estimation and Bidding
- Customer Relationship Management
- Equipment Inspection
- Scheduling and Coordination
- Technical Document Reading
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Managed Services Technician (Multiple Job Roles)
Avalon Technologies
08.2019 - Current
Network Administrator
Out Of The Box Solutions
01.2015 - 08.2019
Service Technician Team Leader
PCM INC/SARCOM
09.2014 - 11.2014
Desktop Support Technician
PFI Tech At Ford Motor Company WHQ
08.2013 - 12.2013
IOS AHA Advisor
Apple Inc.
07.2012 - 06.2013
Network Administrator
DMC Hospital Campus
08.2011 - 07.2012
Computer & Network Manager
Dell Corporation (Apex Systems Inc.)
11.2010 - 08.2011
Implementation Project Manager
Sprint
06.1998 - 03.2009
Certification - CompTIA A+ Certified & Network + Certified
New Horizons Computer Learning Center
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