Sean Morris
Savannah,TX
Summary
Analytical Systems Engineer with hands-on experience in areas of system administration, implementation and support. Knowledgeable and seasoned professional recognized for outstanding maintenance and troubleshooting abilities coupled with solid experience in various application stacks. Dedicated to implementing innovative solutions to solve technical challenges.
Overview
14
14
years of professional experience
Work History
Associate Systems Engineer I
Gainwell Technologies (formerly HMS Holdings Corp.)
Irving, TX
10.2020 - Current
- Design and implement monitoring standards for infrastructure and application monitoring
- Create and configure alert thresholds and notifications (email, SMS, ServiceNow incidents)
- Configure Integrations – ServiceNow, SAML2.0, Webhooks, etc
- Monitor Infrastructure and Application performance
- Provide analysis/reporting on historical metrics/alerts.
Desktop Support III
Gainwell Technologies (formerly HMS Holdings Corp.)
Irving, TX
11.2019 - 10.2020
- Managed PC refresh initiative for 3,000+ users - replacing/refreshing company IT hardware including pc’s, printers, monitors, peripherals, etc
- Maintained inventory of all equipment, software licenses and warranties.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
- Provided technical assistance to users in person, via phone or email.
- Diagnosed and resolved hardware and software issues efficiently.
- Troubleshot network connectivity issues for both wired and wireless connections.
IT Support Analyst II
Gainwell Technologies (formerly HMS Holdings Corp.)
10.2015 - 10.2019
- Provided level I & II technical support for internal and external clients on a wide variety of hardware and software related issues
- Troubleshooting Network connectivity including Cisco VPN and Citrix Receiver connections
- Troubleshooting communication applications - MS Outlook, Cisco Products (WebEx, Jabber), ShoreTel phone systems, Cisco phone systems
- Utilizing RDP, SCCM, mRemoteNG, Bomgar for remote assistance
- FTP/ SFTP connection and setup
- Mapping printers, share drives, and configuring various other devices
- Configuring Database access through MS Access, Toad, Hyperion, and other Database applications.
IT Support Analyst I
Computer Science Corporation (CSC) contracted w/ The Computer Merchant
11.2014 - 03.2015
- Provided first level support for CSC's United Technologies Corporation (UTC) account
- Troubleshooting and problem resolution on various software, web-based application, and pc hardware health related issues
- Utilized Remedy IT Service Management system to document, triage, troubleshoot, and escalate each issue
- Followed procedural guidelines for routing incidents to various IT departments and resolution teams
- Supported systems/ applications: Windows 7/10, Outlook 2010, MS SharePoint, SAP, Citrix, Remote Desktop Software (Bomgar/ RDP), Cisco WebEx.
Desktop Migration Technician
Office of Management and Enterprise Services, Oklahoma contracted w/ GDH Consulting
06.2014 - 09.2014
- Assisted with the Oklahoma Department of Transportation (ODOT) migration project, migrating 700+ End Users
- Assisted in imaging over 700+ Desktop and Laptop workstations with a standard ODOT/OMES image
- Transition/Trained End Users on variances between Win XP OS to Win 7 OS
- Transfer New and existing workstations from old ODOT domain to the new OMES domain
- Installed needed software, as well as setup/ configured various applications
- Install drivers, mapped network drives, setup printers, and other peripheral devices as necessary
- Transferred user data from old workstation to new workstation
- Followed standardized checklists and completed documentation on work completion.
IT Support Analyst I
Addison Group, contract with Farmers Insurance Group
06.2013 - 04.2014
- Assisted internal employees with technical support on a broad range of issues to include: Network connectivity, Account login issues, Software application installation/configuration/use, Hardware setup/ configuration/use, Network printer/ local printer setup
- Assisted in troubleshooting issues with several types of devices including: Dell Laptop and Desktop pc's, Wireless network cards (MiFi devices, 4g wireless cards, etc.), iPhone’s, Lexmark/HP/ Ricoh printers, cameras, and other peripheral devices
- Provided support for proprietary claims system
- Assisted clients with access, transaction errors, browser errors, permission issues, account issues, non-functional features
- Worked with a team of 8 analysts, earning Top Team award for performance over 6 consecutive months
- Maintained satisfactory or better rating in areas such as: Call handle time, Customer satisfaction, Technical QA, Call resolution
- Attended team meetings as part of a continuing effort to maintain open lines of communication between management and the helpdesk employee to facilitate understanding and preparedness, as well as address concerns, ideas for improvement, changes in procedure, etc.
Telecommunications Technician
Endex of Oklahoma, Inc.
04.2010 - 05.2013
- Installing and servicing intercom systems in several school districts, throughout the western portion of Oklahoma
- Installing and servicing “life support systems” such as nurse call and fire alarm systems in a variety of hospitals, schools, and other businesses
- Basic ACAD skills utilized to create wiring diagrams, as-builds, and system specification sheets
- Specialized training and certification on the installation and monitoring of systems
- Monitoring of Fire Alarm & Nurse-call system for diagnostic and troubleshooting purposes
- Utilized software-based monitoring tools to diagnose anomalies within systems, find defective devices, faults, etc
- Installed network wiring, terminate connections, and configure devices
- Cat 3/ Cat5/Cat5e cabling/ Coaxial cable, and various multi-pair conductor cabling
- RJ-11/ RJ-45/ RG59/ RG6 connectors and a various assortment of other specialized connectors.
Education
Associate of Applied Science - Computer Network Systems
ITT Technical Institute
Oklahoma City, OK11-2011
Skills
- Platform distribution software such as SCCM
- ServiceNow Incident Management
- Solarwind monitoring product support– SAM, NPM, Pingdom, DPA
- Dynatrace APM product support
- SKilled in Azure AD
- Skilled in Active Directory GPO
- Multifactor Authentication – RSA, MMS Authenticator, Wikid, and other MFA and Token based systems
- McAfee ePolicy Orchestrator (ePO) Administration of devices, validating, update, and enforcing policies
- Configuration Management
- Requirements Gathering
- Technical Analysis
- Troubleshooting and diagnosis
- Client service and support
- Technical Writing
- Infrastructure buildout
Timeline
Associate Systems Engineer I
Gainwell Technologies (formerly HMS Holdings Corp.)
10.2020 - Current
Desktop Support III
Gainwell Technologies (formerly HMS Holdings Corp.)
11.2019 - 10.2020
IT Support Analyst II
Gainwell Technologies (formerly HMS Holdings Corp.)
10.2015 - 10.2019
IT Support Analyst I
Computer Science Corporation (CSC) contracted w/ The Computer Merchant
11.2014 - 03.2015
Desktop Migration Technician
Office of Management and Enterprise Services, Oklahoma contracted w/ GDH Consulting
06.2014 - 09.2014
IT Support Analyst I
Addison Group, contract with Farmers Insurance Group
06.2013 - 04.2014
Telecommunications Technician
Endex of Oklahoma, Inc.
04.2010 - 05.2013
Associate of Applied Science - Computer Network Systems
ITT Technical Institute
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