Richard Morris
IT Professional
Overland Park,KS
Summary
Results-oriented Technical Analyst with over five years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
7
7
years of professional experience
Work History
Technical Analyst
Garmin International
01.2022 - Current
- Spearheaded end-to-end redesign of the IT Service support structures and problem management workflows, improving resolution efficiency and reducing user-impacting incidents across business productivity applications.
- Drove organizational process improvements targeting digital employee experience degradation caused by IT, security, and vendor delivery failures - resulting in measurable reductions in escalations and repeat incidents.
- Architected and implemented sweeping endpoint standardization and tooling improvements within manufacturing, reducing recurring disruptions up to 90% through proactive configuration management.
- Reduced analyst toil by automating endpoint diagnostics via PowerShell - surfacing organized, actionable device data for systems outside of the centralized monitoring pipeline.
- Led log aggregation and endpoint monitoring initiatives across critical manufacturing functions - print services, MES applications, and job logging - using ELK Stack for log centralization and Zabbix for endpoint health monitoring.
- Improved cross-environment visibility and shifted incident response from reactive to proactive.
- Successfully managed multiple priority incidents simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Migrated print management infrastructure off legacy Windows Server platforms, eliminating insecure and unsupported systems and reducing print-related software tickets by 90%.
- Improved print service reliability through queue unification and proactive monitoring, ensuring high availability and alignment with business goals and stakeholder expectations.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Managed documentation efforts related to troubleshooting and maintenance of macOS, Ubuntu, and Windows endpoints and related managed software titles for those systems.
Information Technology Specialist
Midwest Tow & Transport
07.2021 - 01.2022
- Architected and implemented sweeping changes to critical network and server infrastructure to address frequent business disrupting outages, resulting in a 99% reduction in disruptions caused by business managed infrastructure.
- Provided ongoing training for key business apps to ensure associates are utilizing applications in the most efficient and reliable ways as documented by vendor support.
- Triaged and resolved ongoing problems with legacy software, ensuring that business critical historical data remained accessible and healthy.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
Technical Support Analyst I
Shawnee Mission School District
04.2019 - 07.2021
- Provided multi-site support for building staff and student managed Apple devices, ensuring minimal downtime by providing quick turn around on hardware repairs and replacements.
- Provided continuous support for key digital educational resources, engaging higher tier support both internally and externally with relevant data regarding learning impacting incidents.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Education
Bachelor of Science - Computer Science
Capella University
Online09-2027
Associate of Science - General Sciences
Johnson County Community College
Overland Park, KS05.2025
Skills
Problem Management
Security minded
Project Management
PowerShell Scripting
IT infrastructure
Technical support
Timeline
Technical Analyst
Garmin International
01.2022 - Current
Information Technology Specialist
Midwest Tow & Transport
07.2021 - 01.2022
Technical Support Analyst I
Shawnee Mission School District
04.2019 - 07.2021
Bachelor of Science - Computer Science
Capella University
Associate of Science - General Sciences
Johnson County Community College
Awards
Garmin IT & Security Leadership Academy 2024