Monte Morris Email & Phone Number

Projects Completed: • Windows 10 Refresh Project. • Omaha Ricoh refresh project. • Cisco Phone Refresh Project. • Ricoh Field Printer Refresh Project. • NNG Switch Lifecycle Refresh Project. • NNG Field Server Refresh Project. • Printer SNMPv3 Project. I transitioned all NNG printers to SNMPv3 successfully. • Bandwidth Upgrade Projects (continual work.) • Regular Responsibilities: ◦ All printers at NNG ◦ Field Server maintenance and troubleshooting as well as some application servers, such as print servers. ◦ Manage NNG DHCP scopes ◦ NNG Conference Rooms, troubleshooting and vendor coordination. ◦ All NNG Cisco phones programing and support ◦ Cisco phone voicemail – I create voicemail boxes and troubleshoot all voicemail issues. ◦ Facilities Coordination when IT work is required. ◦ NNG Test VMs for packaging and dev work. I maintain a Hyper-V environment in the NNG 2PAC data center managing these virtual machines. ◦ DSM maintenance and packaging ◦ Solution Center reporting on a weekly and monthly basis. ◦ 2PAC Data Center management and support. • Escalation Point for Tier 1 for anything they are unable to resolve.

Greater Omaha Area

Lvl 2 troubleshooting support for PCs in a Windows EnvironmentMobile Device Management for Android and iOS phones and tabletsInstall and troubleshoot network printersVPN installation and troubleshootTroubleshoot and install teleconference equipment: Cisco and Avaya phone networksAsset Control and ManagementCoordination and implementation of PC and Laptop Refresh Projects, deploying, tagging and tracking of assets.Coordinate shipping of equipment to other site locations and retirement of assets, HD wipes and equipment removal from site.Active Directory management of group policy for user's and computersImaging of PCs and LaptopsTroubleshooting and installing POS systems, including receipt printers, cash drawers, credit card readers, scannersManage and escort vendors during projectsCoordinate and direct projects with heads of other departments and senior leadership

Rack and install serversRun fiber connections with networking equipmentTroubleshoot and repair hardware issues with servers from various vendors using primarily Linux based operating systems

Greater Omaha Area

Troubleshoot and administer a heavily published environment using Citrix and Windows 7 end user machines. Servers are Windows 2003, 2008 R2 and 2012. Duties include installing and uninstalling software, driver issues, profiles, certificates, virus detection and removal, using services and command line tools as well as issues that arise due to the virtualized environment. Use Active Directory to create and delete users and computers, change accesses via group objects, extend accesses, create Distribution Lists and Shared Mailboxes, disable users and reset passwords Mapping, installing and troubleshooting printer issues locally and on the print servers as well as swapping out toner cartridges. Troubleshoot and support of Office 2007, planning on migrating to O365. Troubleshoot and support of Adobe products. Asset management and asset audits. Imaging workstations, hardware troubleshooting and warranty management. Create O365 users and set up for Lync access in O365, password management. Support Citrix VPN for any and all browsers on home computers. Create and delete users for RSA token access, including soft tokens for iphones. Use the Splunk tool to create reports and troubleshoot issues, particularly regarding persistent lock out issues that users are inflicted with. Mobile device management using Airwatch: iPhone and iPad. Remote assistance using RDP and Remote Anywhere if on network and GoToAssist if remote. Browser and web application support using IE8, 9 and 10 and any versions of Chrome and Firefox or Safari. Granting permissions to shared drives and folders, mapping for users and removing permissions as necessary. Unlocking files and restoring files from backups, primarily using Shadow Copy.

Lincoln, Nebraska Area

Supported Technology :Browsers : Internet Explorer 8-11, ChromeOperating Systems : Windows 7 and Windows 8 – full administrative control over OS, such as editing registry as requiredMobile: iPhone, Blackberry, Windows phone – including server administrative duties, such as pushing policies, removing and adding clients to the serverSupport and troubleshoot Juniper Pulse VPN client connections Support Entrust, Windows, and Pulse certificate managementSupport and troubleshoot Office 2010 and 2013Installing, uninstalling and troubleshooting of all corporate applicationsMapping and installation of local and network printers, including access to the spooler servicesSupport Terminal Mainframe accounts and mapping and rerouting of printersRemoving and adding assets to Active Directory

Lincoln, Nebraska Area

I officially became a cross skilled agent in spring of 2013 with ACG as the secondary account. ACG is an Insurance company, also known as AAA. I moved over to a leadership position in February of 2014. While on ACG, I remained in a leadership position with NYU as well.Responsibilities: Coached agents, quality checked tickets, ran reports for the Team Lead, resolved issues and routed those out of scope, trained new agents on both ACG and NYU, attended team lead meetings. Supported Technology:Browsers: Internet Explorer 8-10, Firefox, ChromeOperating Systems: Windows XP, Windows 7Mobile: Android, iPhone – applications and emailTroubleshoot Citrix on dummy terminals and VPNTroubleshoot and Support of Office 2003 and 2010Network and local printers, troubleshooting and installingMapping of network and share drivesTroubleshooting and installing of VPN clientsTicketing System: Service Now

Lincoln, Nebraska Area

Responsibilities: Ran the weekend shifts for both NYU and ACG, coached agents, trained new agents, ran reports such as misroutes and customer facing reports on desk performance.Supported Technology:Combine both ACG and NYU supported lists. Cross skilled agent for both teams

Lincoln, Nebraska Area

Dell was contracted out to NYULMC as a Tier One help desk. This is a high paced, high priority , HIPAA compliant environment in that patient health could be impacted if systems were down. Responsibilities: I managed the desk when the Team Lead was out, in particular, on the weekends and evenings, by managing employees and interacting with the client. Primary responsibilities were monitoring outage notifications and contacting the appropriate teams to be engaged in such events. I trained new agents, created and edited knowledge base articles. I ran ticket audits as well as the Misroute report and coached agents to create better tickets, resolve more tickets and get them to the correct team when necessary.Supported Technology:Browsers: Internet Explorer 8-10, Firefox, Google Chrome, SafariOperating Systems: Windows XP, Windows 7, OSX 10.6 through 10.9Mobile: iPhone, Android, Blackberry app and email supportCitrix connections on dummy terminals and virtualized applications, as well as VPNTroubleshooting and Support of Office 2010 SuiteNetwork and local printers, troubleshooting and installingTroubleshooting of Bar code and Document scannersTechnical support for EPIC applicationTroubleshooting and installation of VPN clientsTicketing system: Front Range

Mid West Chapter

Set up and tore down simple temporary networks for mobile blood collection operations, both wired and wireless. Troubleshooting of computers and palm devices, performed phlebotomy and maintained donor privacy and confidentiality in small, temporary locations.

I wrote content for the a project website, maintained the office network and translated Japanese into English and vice versa. I also maintained the website for the project

I teach ESL in various locations in Saitama and Chiba prefectures in Japan, primarily elementary school children. However, I also teach to adults, middle school students and high school students, as well as business English classes.

I taught English as a foreign language to students in elementary and middle schools in Kuroishi City, Aomori Prefecture.There, I worked in a government office, where I fostered exchange programs, worked as a cultural ambassador and fostered internationalization at the local level by taking part in local events, such as festivals or symposiums.

I taught English as a Second Language at public middle schools and elementary schools in Hiraka town in Aomori prefecture, Japan.The most interesting part of this job was the Homestay program with Camden, Maine, where students at the middle school level went from Hiraka to Camden, Maine, and from Camden, Maine, to Hiraka. I worked as a translator for both sides, a cultural teacher for both sides, and accompanied the students from Maine during their stay all three years in Tokyo as a tourist guide. I helped organize the trip as well as guided them around the city. Further, I accompanied the Japanese students to New York City and Camden, Maine, twice. I was instrumental in fostering communication for the host families and their students, and the officials at the school level, as well.

Bachelor Of Arts, Philosophy, English, Japanese

Activities and Societies: Theatre, Philosophy Club, International ClubReceived a major in Philosophy, with minors in English and Japanese..

Diploma