Shawn Morgan
Lykens,PA
Summary
Results-driven Project Manager with extensive experience in IT infrastructure and government policies, dedicated to enhancing organizational efficiency. Proven track record of delivering complex projects on time and within budget while ensuring customer satisfaction. Core competencies include stakeholder engagement, risk management, and strategic planning. Aiming to leverage expertise to drive impactful projects that align with government standards and enhance service delivery.
Overview
12
12
years of professional experience
Work History
IT Project Manager
American Systems Corporation
Chantilly, United States
10.2022 - Current
- Monitor, Report, develop and Distribute Service Level Performance, Negotiate Service Level Agreements, and Manage the IT Service Portfolio and Service Catalog in support of the Defense Security Cooperation Agency (DSCA) Team
- Analyze and review performance of IT service delivery against established SLAs and OLAs
- Work with Service Owners and IT Leadership to identify opportunities for continual service improvement based on achieved service levels
- Work with individual Service Owners to coordinate any temporary changes to Service Levels required (i.e
- Extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
- Develop and implement an on-going Service Level review process with IT Customers and Service Providers
- Maintain a complete understanding of and adhere to all CN/IT policies and processes
Senior Storage Engineer
H2K Solutions Inc
Vienna, United States
07.2019 - 10.2022
- Managed storage requests and verified availability for Defense Information System Agency (DISA) mission partners
- Led storage project management, conducting diagnostics and analysis to ensure storage availability for future needs
- Performed configuration and management of disk, backup storage, SAN arrays, and cloud storage solutions
- Generated capacity planning reports, monitored storage operations, and resolved related issues
- Used tools like NetBackup, CommVault for storage monitoring and management
- Managed hardware status and ensured system health by opening repair tickets when necessary
Senior Computer Operator
Teksynap
Herndon, United States
06.2019 - 09.2019
- Provided end-user support for 2500 users and devices at DLA Distribution, New Cumberland, PA
- Supported RF handheld devices, printers, computers, tablets, and mobile devices
- Assisted in configuring user accounts in Active Directory and resolving issues related to network drives
- Managed and troubleshot complex system issues and provided technical support for customer applications
- Coordinated installation, implementation, and maintenance of customer application systems
New Cumberland Site Lead
Universal Solutions Inc
Newport News, United States
07.2018 - 06.2019
- Led a team of 10 employees to support DLA Susquehanna, PA, focusing on employee training, scheduling, and access management
- Developed reports on SLA and device action plans to ensure contract compliance
- Managed IT infrastructure changes, troubleshooting, and ensured continuous service improvement
- Supported the development of IT acquisition plans, procurement, and coordination of Statements of Work (SOW)
- Oversaw IT service delivery and worked with government and contractor teams to meet project goals
Client End User Services
Universal Solutions Inc
Newport News, United States
07.2017 - 06.2018
- Supported 2500+ users and devices at DLA with troubleshooting and equipment replacement
- Installed and configured printers, computers, tablets, and other peripherals, as well as providing Office 365 support
- Managed network backups, software installation, and user account configurations in Active Directory
- Assisted in trend analysis to identify areas for additional training or support
End User Support Technician
Diverse Technologies Corporation
Lanham, United States
06.2013 - 06.2017
- Supported over 2500 users and devices for DLA Distribution, troubleshooting equipment issues and providing timely solutions
- Configured RF handheld devices and provided support for distribution printing configurations
- Assisted with Office 365 support and performed software and hardware installations
Education
Technical Certificate - Network and Information Security Administration
Computer Learning Network
Mechanicsburg, PASkills
- Project Coordination
- IT Service Delivery
- Leadership in Team Settings
- Technical Expertise
- Stakeholder management
- Cross-functional team leadership
Accomplishments
- Streamlined Service Reviews: Improved communication between service providers and customers, optimizing the service level review process.
- Enhanced IT Service Catalog: Increased user engagement by improving the clarity and accessibility of the IT service catalog.
- Effective Marketing & Presentations: Created impactful presentations and marketing materials to boost awareness of IT services, driving engagement among internal and external partners.
Security Clearance
DoD Secret Clearance (T5)
Affiliations
VP and Coach for L&W Baseball Association
Timeline
IT Project Manager
American Systems Corporation
10.2022 - Current
Senior Storage Engineer
H2K Solutions Inc
07.2019 - 10.2022
Senior Computer Operator
Teksynap
06.2019 - 09.2019
New Cumberland Site Lead
Universal Solutions Inc
07.2018 - 06.2019
Client End User Services
Universal Solutions Inc
07.2017 - 06.2018
End User Support Technician
Diverse Technologies Corporation
06.2013 - 06.2017
Technical Certificate - Network and Information Security Administration
Computer Learning Network
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