Remi Morrison Email & Phone Number

Adel, Ia, Us

West Des Moines, Iowa

West Des Moines, Iowa

• Acted as Technical Lead, Scrum Master or Business Analyst as needed. o Technical Lead - coordinate promotions and addressed any story development that may cause conflicts o Scrum Master - lead daily standups and address roadblocks presented by team o Business Analyst - Wrote User Stories and Acceptance Criteria for JIRA stories• Conducted ServiceNow training for two Quality Assurance testers and was consulted by them regularly for validation of testing… Show more • Acted as Technical Lead, Scrum Master or Business Analyst as needed. o Technical Lead - coordinate promotions and addressed any story development that may cause conflicts o Scrum Master - lead daily standups and address roadblocks presented by team o Business Analyst - Wrote User Stories and Acceptance Criteria for JIRA stories• Conducted ServiceNow training for two Quality Assurance testers and was consulted by them regularly for validation of testing requirements• Sought out as subject matter expert for custom Applications and Modules deployed in ServiceNow• Acted as ServiceNow Administrator – tasks included o No code development o Standardizing category creation o Coordinating and executing promotions from Development to Test and Test to Production o Validation of items promoted o Daily review of undeliverable emails for all contracts and providing emails to the Supervisors of affected contracts o Addressing duplicate user records and clean up SPAM accounts o Updating Incidents via customized scripts for cleanup efforts related to Category changes• Wrote ServiceNow specific documentation addressing how to handle User Record Verification and Duplicate User Records for Contact Center Staff• Provided ServiceNow Training for Comprehensive Primary Care Plus team prior to contract go live. Also trained new hires for Contact Center post go live• Volunteered to take calls in support of Maryland Utilization Control contract that lead to meeting contractual call metrics• Assisted Maryland Utilization Control support supervisor with call QA reviews Show less

West Des Moines, Iowa

• Acted as ServiceNow Administrator - routinely found and addressed work Quality issues while performing daily administrative tasks that lead to improved training and increased Quality of work• Selected by manager for team to implement ServiceNow and migrate from IssueTrak• Asked by ServiceNow Admin Team and Manager to speak in group presentations• Sought out by peers and leadership to assist in complex issues requiring technical or analytical skills• Updated Maryland… Show more • Acted as ServiceNow Administrator - routinely found and addressed work Quality issues while performing daily administrative tasks that lead to improved training and increased Quality of work• Selected by manager for team to implement ServiceNow and migrate from IssueTrak• Asked by ServiceNow Admin Team and Manager to speak in group presentations• Sought out by peers and leadership to assist in complex issues requiring technical or analytical skills• Updated Maryland Utilization Control security incident documentation which was then used by the security team as a model to write a process to cover all incident reporting• Spearheaded drive to finish ReACT user registration and Novell software cleanup• Volunteered to take calls in support of Maryland Utilization Control contract to take load off other personnel supporting Comprehensive Primary Care Classic• Created a repeatable process to provide a Section 508 Accessibility Program compliant document for the Comprehensive Primary Care Classic program• Took calls to support Compass Practice Transformation Network (PTN), Telligen Corporate and Telligen 800 operator line. Show less

• Manage SharePoint site user access and assist in site structure and design• Developed Process that eliminated 2 days from General Manager month end process (CTO)• Created asset inventory spreadsheet for all company electronics• Upgraded all 24 locations to Latest Agvance• Prioritized Agvance migration to Citrix (Hosted Environment)• Implemented Computer Life Cycle• Upgraded 120+ company computer to Office 2007• Implemented Managed Print Program upgrading most… Show more • Manage SharePoint site user access and assist in site structure and design• Developed Process that eliminated 2 days from General Manager month end process (CTO)• Created asset inventory spreadsheet for all company electronics• Upgraded all 24 locations to Latest Agvance• Prioritized Agvance migration to Citrix (Hosted Environment)• Implemented Computer Life Cycle• Upgraded 120+ company computer to Office 2007• Implemented Managed Print Program upgrading most locations to multi functional device• Manage Software Licensing• Prioritize computer replacements• Upgraded all 160+ company Computers to SEP 11/12• Standardized computer software loads including removal of old software and patching programs to prevent infections. Upon completion, infection reports dropped at least 75%.• Provide Annual Computer/Electronics budget recommendation• Implemented SMART Bridgit for sharing desktops during conference calls• Manage Avaya Phone System Show less

West Des Moines, Iowa Area

• Acted in technical leadership role for Client Technology Services group, responsible for day to day operations of the deployment team• Responsible for the configuration and delivery of computers and peripheral devices• Tested returned computers; handled warranty replacements• Maintained/reconciled equipment inventory in Maximo (asset management software)• Trained technicians in daily operations; delegated tasks to 3 full-time technicians and 2 interns• Created and… Show more • Acted in technical leadership role for Client Technology Services group, responsible for day to day operations of the deployment team• Responsible for the configuration and delivery of computers and peripheral devices• Tested returned computers; handled warranty replacements• Maintained/reconciled equipment inventory in Maximo (asset management software)• Trained technicians in daily operations; delegated tasks to 3 full-time technicians and 2 interns• Created and maintained process and procedure documentation• Accountable for the prioritization of work, ensured issues resolved in a timely manner• Coordinated documentation of processes and procedures for Lifecycle program for PC replacement project; goal to proactively reduce number of trouble tickets resulting in time and cost savings for the organization• Continuous improvement activities focused on current processes/procedures to gain efficiencies• Provided 3rd level support; handled trouble tickets; part of break/fix team• Managed printer inventory; created database for tracking Show less

Uss Dwight D. Eisenhower Cvn-69

• Created and managed backup jobs of Network Data on 21 Servers for over 6,000 users resulting in the prevention of loss of data and productivity• Supervised 15 personnel in the accomplishment of preventive and corrective maintenance on a variety of mechanical and electronic equipment• Proficient in reading and interpreting schematics, engineering drawings, technical manuals and test data for component level fault isolation and repair• Performed analysis and established technology… Show more • Created and managed backup jobs of Network Data on 21 Servers for over 6,000 users resulting in the prevention of loss of data and productivity• Supervised 15 personnel in the accomplishment of preventive and corrective maintenance on a variety of mechanical and electronic equipment• Proficient in reading and interpreting schematics, engineering drawings, technical manuals and test data for component level fault isolation and repair• Performed analysis and established technology direction for entire IT arena• Project management experience ranges from Mainframe Operation System upgrades to successful Help Desk implementation• Managed installations, upgrades, migration and support for all network systems• Network planning, administration, troubleshooting, maintenance and repair of two (2) separate networks (NT/UNIX), with over 800 workstations supporting over 6,000 users• Supervised the migration of a ship-based local area network into a metropolitan area network encompassing a 40-mile radius• Responsible for training technicians in networking aspects and LAN administration• Supplied training to end-users on software provided by the command• Prioritized work orders for over 6,000 personnel with over 800 computers, streamlining technical assistance and reducing the down time of systems• Provided direct third-level support to users in all aspects of client and server problems,connectivity issues and network expansion and repair• Key skills include: Data Center Hardware and Software, Systems Planning and Implementation, Networking, Research and Analysis Show less

Mcse

Education record