Morris Brown II
Columbus,OH
Summary
Seasoned Information Technologist, specializing in Tier II support for NCH clinicians with a focus on making the Mac an equal player in the Enterprise. Extensive experience in System Administration, Quality Assurance, and Device Management; with consistent success in supporting Mac and Windows users in clinical environments. Seeking challenging position with opportunities to make a tangible impact to the business.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Tier IV IS Support Analyst Senior/ Mac Admin
Nationwide Children's Hospital
Columbus, OH
09.2015 - Current
- Provided prompt Tier II support for Clinicians, Surgeons and Administrative staff in person, via email, phone, and the Service Now platform.
- Evangelized the Mac platform, and the impact to the Mac user, as it pertained to business decision across multiple projects.
- Championed usability while still instituting modern Device Management processes.
- Protected corporate data by implementing whole-disk encryption, securing the Mac platform for users at all levels of the company.
- Increased consistency to the user experience by creating documentation for common macOS work flows.
- Slashed user support incidents and support call duration by creating scripted solutions to common call drivers.
- Amplified value of Mac programs by improving integration with existing infrastructure, including Azure AD, Exchange, and OneDrive for Business.
- Secured corporate assets and reduced costs by establishing standard specifications for macOS devices by business unit.
Tier II IS Support Analyst
Nationwide Childrens Hospital
Columbus, OH
11.2010 - 09.2015
- Plan, design, develop, build, install, and support notebooks, tablets, printers, mobile devices, and software applications, to meet assigned customer needs.
- Relentless crusader for continued improvement of the user experience. Led multiple projects to simplify and streamline IT practices.
- Applied project management principles, industry best practices, and IS Project Management Office methodologies to all assigned projects.
- Primary point of contact for IT staff to communicate and interact with user base, providing transparency and positioning on changes implemented by entire IT team.
- Led and participated in project scope development, project status reporting, schedules project execution, manages Vendor performance and customer expectations, and facilitates meetings.
- Proactively monitored the group work queue to ensure all service issues and requests are handled effectively within the SLA
IS Support Analyst
Nationwide Childrens Hospital
Columbus, OH
07.2007 - 11.2010
- Resolved or escalated problem tickets to resolve user issues.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Provided client support on system operation and troubleshooting.
- Member of the Information Services Tier II support team, responsible for assisting Tier I personnel solve basic technical problems as well as investigating elevated issues by confirming the validity of the problem and seeking for known solutions.
- Provided training for Tier 1 analysts in the areas of Hospital policies, processes, procedures, standards, and guidelines, governing privacy, security, disaster recovery/business continuity needs to protect hospital information and resources at established defined levels.
Skills
- macOS and windows
- Casper
- Jamf
- BASH
- System Administration
- Epic tech reviews and QC processes
- Application Packaging
- Enterprise Integration
- Device Management
Certification
- ITIL 4 Foundation Certification
- Apple Certified Hardware Technician
- Certified Casper Administrator
- Certified JSS Administrator
Timeline
Tier IV IS Support Analyst Senior/ Mac Admin
Nationwide Children's Hospital
09.2015 - Current
Tier II IS Support Analyst
Nationwide Childrens Hospital
11.2010 - 09.2015
IS Support Analyst
Nationwide Childrens Hospital
07.2007 - 11.2010