Deonte' Morrison

Experience

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  Augusta University

  Feb 2014 - Dec 2016

  • Ensured that the simulation lab was clean, humanoids prepped, and ready prior to students and faculty arrival for training. • Preformed simulation activities, assisted in creating various scenario settings, provided technical support to students, faculty, and others.• Assisted senior simulation technicians with managing the functions of technical equipment, including simulation software and mannequins, IV pumps, Medication Administration systems, EMR, basic AV assistance and manage Heart-Code CPR registrations/distribute CPR cards.• Maintained supplies inventory and recommended replenishment as needed to continue operations. • Monitored and maintained appropriate standards for lab cleanliness and ensured the safe storage and disposal of hazardous materials.• Always maintained professionalism during diligent work periods, to ensure efficiency. Show less • Assisted a wide range of personnel including students, doctors, faculty, and staff with any technology issues.• Performed installations, updates, virus/malware removal, and computer setup for all user’s systems including laptops, desktops, mobile phones, and printers.• Removed potential threat devices off the campus network in accordance with the University security policies.• Mentored and trained newly hired associates to ensure successful integration into the team.• Delivered equipment to various locations within the Campus in a timely manner to complete projects.• Ensured proper documents of incidents by thoroughly documenting steps and directing all incidents to the appropriate resolver team. Show less

  • Medical Simulation Technician

    Aug 2016 - Dec 2016

  • IT Help Desk Consultant

    Feb 2014 - Dec 2016
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  Augusta National Golf Club

  Jan 2016 - May 2016

  IT Tournament Assistant (Internship)

  • Created a Physical Topology of all on site point of sales (POS) systems using Solar-Winds network monitoring software in order to quickly detect, diagnose, and resolve any network performance problems and outages.• Effectively staged over 300 corporate operating systems across diverse business frameworks.• Configured Cisco switches, point of sales systems, applications, and coordinated hardware/software upgrades.• Monitored network system closely to quickly detect, diagnose, and resolve vulnerability, risk, and threat issues.• Organized IT Assets to improve efficiency within the department to expedite tournament deliverables. • Maintained, deployed, and upgraded a variety of desktop, laptop, peripheral devices, and IP phones.• Assisted in the purchasing of all computers, office furniture, and peripheral equipment for the Augusta Master’s tournament.• Assisted Augusta contractors and venders with Structured caballing, Server installation, projects, and network extensions in preparations for the Master’s tournament.• Researched technologies, prepared proposals, and developed plans to improve overall effectiveness and efficiency within the company. Show less

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  Unisys

  Nov 2016 - Apr 2017

  Level I Technical Support

  • Provided software, hardware, and networking support to more than 30 clients daily resulting in a 50% reduction in active callers in the queue. • Resolved and closed 95% of trouble tickets on the first call without having to escalate to upper level consultancy.• Developed and sustained a productive customer relationship by making the customer and their needs a primary focus.• Decreased ticket load by taking ownership and resolving over 15 idle help desk tickets within the queueing system daily.• Responded to client’s account questions, including billing, field service requests, service orders, and investigated reported issues via email to decrease potential inbound calls and ensure customer satisfaction.• Ensured proper documentation of incidents within the help desk ticketing system with comprehensive detail of the entire issue to avoid ticket kickbacks from other departments. Show less

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  TaxSlayer

  Nov 2017 - Mar 2018

  Help Desk Specialist

  ● Assisted customers by installing and configuring tax programs to fit the customer’s business needs.● Assisted customers with network configurations to ensure proper operation of TaxSlayer Pro products between each workstation.● Conducted network troubleshooting for the network, printers, scanners, and anti-virus/firewall programs to ensure proper operation within the TaxSlayer Pro software.● Received three awards for exemplary service high volume during tax season.● Handled and solved advanced cases beyond my team’s scope due to high case load.● Provided customer service through multiple platforms such as remote desktop control, emails, chats, inbound calls, and outbound calls. Show less

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  ADP

  Mar 2018 - Jan 2019

  Technical Support Analyst II

  ● Provided technical support to clients regarding the resolution of hardware, software, and operating system issues via phone or remote access for all ADP supported applications and products.● Supported clients with installations, upgrades, maintenance, troubleshooting, and diagnostics to determine the best solution and alternatives regarding ADP products.● Resolved over 90% of client’s issues during the initial call, eliminating frequent callbacks using technical, analytical, and communication skills to accurately identify user’s needs.● Consistently exceed service score of 100 % for 4 straight months.● Trained clients and employees within different departments on various ADP products.● Led business conferences between directors and other departments within ADP to discuss important business policies and strategies.● Acted as a liaison between client and other departments within ADP to ensure high impacted problems were resolved in a timely and satisfactory manner.● Achieved exemplary client satisfaction scores, consistently scoring between 95% and 100% on all calls, outperforming the Company’s average of 90%.● Recommended and configured approved changes to the ADP products that resulted in improved product efficiency for the client.● Gathered client databases and environment variables and recreated client scenarios in a PC Lab environment to resolve complex database issues. Show less

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  U.S. Army Cyber Command

  Aug 2021 - now

  Cyber Defense Analyst