Heather Morse Email & Phone Number

Tampa/St. Petersburg, Florida Area

● Program and Project Status Reporting – Created the template utilized for major Projects / Programs in IT at RJ. Compiled monthly status reports from teams and integrated into a Master File for presentation to leadership.● SharePoint – Created the standardized template(s) utilized for Programs and Projects within the RJ IT environment. Maintained ownership and control of access for Programs that I supported as well as knowledge transferred to Project owners as needed. ● Project Management – Managed multiple projects within IT to implement software / data stores within the RJ environment. Created Business Requirement Documentation, Tracked Tasks via Project Plans, maintained Resource Planning and Budgets in compliance with the SDLC.● Service Now (SNOW) – Facilitated with documenting Business Requirements for the implementation of the PPM Tool within IT environment. Hands on data analytics to discern any variances between data sources and the SNOW Tool. End user support in understanding SNOW. ● Documentation – Created standardized PPM documentation in environment prior to SNOW Integration. Currently creating / maintaining all SNOW related documentation as releases are pushed. ● IT Events – As a part of a creative team, planned, coordinated and managed event access for speakers to come onsite and speak to IT staff.

St. Peter

Facilitated in creation and implementation of standardized Project / Program Status reports on a weekly and bi-weekly basis. Created / Implemented standardized SharePoint structure for IT Projects / Programs.

Washington D.C. Metro Area

● States Support Admin – Modify existing documentation, implement templates for technician responses for standardized issues, created Technical Training Checklists for instructional purposes, maintain the Email distribution group ensuring that responses are made accordingly.● Five Day Ticket Report – Required per contract – On a weekly basis, monitor technician queues and extract any tickets reporting as older than five days and place into a SharePoint based excel document for technicians to update a status report. Place filters into document for ease and convenience of technical staff when completing updates. ● Created/Implemented New Hire Binder – Includes required documents needed for onboarding, Standard Helpdesk SOP, Ticketing SOP, and Required Training documents.● Ensure our users or DOL users can work and communicate when needed – familiar with requirements to deadlines and the preciseness of data collected and reported.● BLS Move Technical Coordinator - Divisions being moved from current spaces to a swing space provide an Excel Spreadsheet of users, current location, and new location. Extract the data into a new Excel Spreadsheet, obtain barcode information and use a Word Document to Mail Merge the data for our technical staff to break down work stations and hook them up the following day. ● Completed HP Migration Project - Coordinated a Bureau Wide upgrade from HP to Dell using excel spreadsheets to monitor status of each machine/user, Scheduled appointments for user drop off dates/data transfers/verification/pickup using SharePoint. ● Tier 1 Technical Support.● Implemented Technical Training List for Tier 1 ● Add, modify, and delete users in Active Directory● Create exchange mailboxes and ensure Firewall access using RSA tokens.● Verify network connectivity and functionality of each space. Organize documentation, maps and ensure a quality check/network connectivity is completed at COB.

Washington D.C. Metro Area

● Provided administrative tasks including review of documentation for Standard Operating Procedures, and Helpful “How-to’s” to ensure validity and correct verbiage.● Served as the lead for 5 technical staff members.● Responsible for delivery of project milestones, work progress, staff training and interaction requirements.● Mentored and trained interns while verifying their work was completed correctly and reported statuses to management.● Guided the team’s efforts to meet the delivery of required project deliverables.● Utilized Track It ticketing system through Citrix to extract data for old tickets or tickets not documented properly. ● Transferred images/text files using Zyscan application into a format easily accessibly/reviewable for Lawyers and legal review. ● Trained other Interns to assist with the Zyscan project and completed the project four months prior to deadline.