Clifford Morton IV

Experience

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  Chattanooga State Community College

  Aug 2019 - Aug 2020

  IT Support Specialist

  • Tier 1 support• Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operationResponsible for addressing customer-facing service calls and support tickets• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction• Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue• Maintain the security and integrity of company database by setting access controls Show less

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  Walmart

  Nov 2019 - Apr 2020

  • Electronic Sales Team Leader

    Jan 2020 - Apr 2020

  • Self Check Out Host

    Nov 2019 - Jan 2020
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  Best Buy

  Aug 2020 - Jan 2021

  • Asset Protection

    Oct 2020 - Jan 2021

  • Warehouse Associate

    Aug 2020 - Oct 2020
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  Sitel Digital Services (formerly SYKES)

  Jan 2021 - Jul 2022

  Tier 2 and 3 end user support• Role involved not only managing day-to-day operations but also fostering a collaborative environment that encourages knowledge sharing and skill development among team members.• Involved in strategizing improvements to enhance the overall user experience. By analyzing support metrics and trends, I identify recurring issues and implement proactive measures to prevent future disruptions. I actively seek out opportunities to streamline processes, implement new technologies, and provide ongoing training to the team, thereby enhancing our efficiency and effectiveness in addressing end users' needs. Show less • Tier 1 End User Support• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues Excelling at asking probing questions and researching, analyzing and rectifying problems• Document all issues and generate reports detailing common problems and errors with the software or device.• Able to meet On call metrics constantly for performance from Personal and Customer reviews.• Assess risk, make sound decisions based on evidence and work in effective collaboration with the team to deliver a seamless, joined-up service to assist or fix sensitive equipment, technology, personnel, assets, and information within a controlled environment.• Install and configure computer systems and applications within the company• Respond to customer inquiries and assist in troubleshooting and resolving challenges Show less

  • End User Support Team Lead

    Jun 2021 - Jul 2022

  • End User Support Specialist

    Jan 2021 - Jun 2021
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  Volkswagen of America, Inc

  Jul 2022 - Dec 2023

  ITSF Technician

  • Tier 2 and Tier 3 Support • Maintain IT manufacturing systems by ensuring all systems are properly named, properly labeled, have up to date AV definitions, properly patched, are part the production domain, and are in proper working order. • Ensure operational availability (uptime) and integrity of IT manufacturing supported equipment and applications.Monitoring of IT Manufacturing network, servers, clients, and other IT manufacturing infrastructure.• Monitor VW IT manufacturing ticket queues. Work tickets to resolution. Properly document all activities in ticket and update knowledge database as appropriate.• Escalation of issues to appropriate internal/external support groups when necessary.Identify solutions which support business process maturity or improvement.• Work on projects as assigned and meet delivery milestones and deadlines.• Asset Management of IT Manufacturing hardware and related parts. This includes documenting incoming/outgoing items, proper storage, staging, testing, configuration, and hand over repairs to 3rd parties.• Create and maintain technical documentationtroubleshooting, and repairing IT hardware in a non-stop production environment, utilizing remote tools, preventative maintenance, imaging, Mapping Equipment’s, troubleshooting printers, resource monitoring suites, phone calls, and working on open tickets. cooperating with other teams, such as IT OPS, IT FIS OPS, and Maintenance to diagnose the issues.• Working with different OS and device types; Windows 10/7/CE/XP, Android, Linux and others. Show less

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  BlueCross BlueShield of Tennessee

  Nov 2023 - Jan 2024

  Cyber IT Specialist
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  Sesé USA

  Feb 2024 - now

  IT Specialist Shift Lead

  • Run Daily operations.• Control over Budget and buying of IT department • Work through Microsoft azure for all accounts and groups • Work through Jira ticketing system to both create service request for users and document projects. • Work with vendors to schedule installations of both physical implementations and software implementations and upgrades.• Working with corporate to develop and document standards of operations.• Performed regular maintenance of servers and Industrial equipment.• Performed and documented fail over testing of industrial equipment as well as servers.• Performed weekly meetings with CEOs of various companies to update project status and ongoing issues.• Configured equipment for new users, Laptops, Cell phones, Monitors, etc.• Keep track of and maintained inventory of equipment for site.• On Call 24/7 to cover all shifts • Make repairs to equipment and/or set up RMAs to vendors. Show less