Sheldon Morris
Conyers,GA
Summary
Dedicated and experienced End-User Support professional with a strong background in providing technical assistance and resolving issues for end-users. Skilled in diagnosing and troubleshooting hardware, software, and network problems to ensure efficient system functionality. Proven ability to deliver exceptional customer service by effectively communicating technical solutions to non-technical users.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Field Support Technician
Cogent Technology Resources
06.2023 - Current
- Updated and replaced outdated drivers and software for computers and office machines.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Restored data on computers and office machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Image computer using SCCM
Wire Technician
ATT
10.2022 - 04.2023
- Installed wiring, cabling, networking hardware and configured new devices.
- Responded to service requests during and after business hours.
- Coordinated installation of new users and relocations of existing users.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
End-User Support Analyst II
Cox Media
11.2021 - 04.2022
- Diagnosed and troubleshot hardware, software and network issues.
- Build, deploy, configure, maintain end user workstations, network hardware and peripheral devices.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Conduct comprehensive on-site analysis, diagnosis, and resolution of intricate desktop issues encountered by end-users, while also providing insightful recommendations and implementing effective corrective solutions.
Desktop Support Specialist
Hackensack Meridian Health
11.2018 - 07.2019
- Support company-wide IT infrastructure projects such PC refreshes, new hardware deployments, site acquisitions, and Epic Go-lives.
- Install Imprivata using LANDesk to enable Tap and Go Login.
- Deploy images over SCCM & PXE.
- Handle tickets from Remedy ticketing system for fixing or troubleshooting Network and Workstation related issues.
- Remote in to devices using LANDesk.
Education
No Degree - Computer Science
University of Technology
Jamaica06.2017
High School Diploma -
Petersfield High School
Jamaica06.2016
Skills
- Ticket Management
- PC Maintenance
- Troubleshooting Network Issues
- Software Deployment
- Network Configuration
- Hardware and Software Repair
- Microsoft SCCM
- IT Diagnostics
- Remote Technical Support
- Epic Support
Certification
- Network + Certification- In Progress
Timeline
IT Field Support Technician
Cogent Technology Resources
06.2023 - Current
Wire Technician
ATT
10.2022 - 04.2023
End-User Support Analyst II
Cox Media
11.2021 - 04.2022
Desktop Support Specialist
Hackensack Meridian Health
11.2018 - 07.2019
No Degree - Computer Science
University of Technology
High School Diploma -
Petersfield High School
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