Thomas Morgan Email & Phone Number

Tulsa, Oklahoma, United States

Responsible for organizing the development of the Training Program to bring onboard new hires and provide continuous training to the team. Execute necessary strategies for creating rigorous and comprehensive quality assurance programs to provide timely and quality-based customer solutions/implementations. Utilize effective communication skills to consult internal/external customers on technical solutions, project planning, issue resolution, and implementation assessments. Selected Career Benchmarks ➢ Fueled business development opportunities by providing support for transformational initiatives and managing a team of 153 IT engineers and admins across the US, CAN, & PR.➢ Accelerated growth by maintaining SLA agreements and implementing process improvements to increase efficiencies within existing processes.➢ Leveraged extensive knowledge necessary for overseeing enterprise-level projects and employing the use of service imprudent plans to manage escalations.

United States

Responsible for organizing the development of the Training Program to bring onboard new hires and provide continuous training to the team. Execute necessary strategies for creating rigorous and comprehensive quality assurance programs to provide timely and quality-based customer solutions/implementations. Utilize effective communication skills to consult internal/external customers on technical solutions, project planning, issue resolution, and implementation assessments. Selected Career Benchmarks ➢ Fueled business development opportunities by providing support for transformational initiatives and managing a team of 153 IT engineers and admins across the US, CAN, & PR.➢ Accelerated growth by maintaining SLA agreements and implementing process improvements to increase efficiencies within existing processes.➢ Leveraged extensive knowledge necessary for overseeing enterprise-level projects and employing the use of service imprudent plans to manage escalations.

United States

Coordinated and administered recruitment of non-exempt personnel, affirmative action program, pension plan, and unemployment compensation and maintained all recordkeeping and administrative files. Developed and deployed an electronic dashboard with integrations between multiple medical systems to allow for a paperless and streamlined workflow. Documented and maintained best practices standards and procedures for database, as well as created and maintained database for contract partners and employees. Maximized sales opportunities by developing business through new and existing relationship management.

Tulsa, Oklahoma, United States

Oversaw enterprise-level projects and daily IT operations for multiple sites and large enterprises and collaborated with end users & specialists to create an IT knowledgebase of 155 technical Standard Operating Procedures. Developed team skills and processes to actualize continuous improvement in operational standards, realizing a reduction of more than 4 hours in MTTR. Spearheaded a team of 25 IT technicians and admins across 3 US time zones and 15 states.

Tulsa, Oklahoma Area

Led the Tulsa team to achieve CMMI Level 4 maturity for the Tulsa IT Solution Center Support Desk in the US. Contributed to the development of Standard Operating Procedures for the entire company while managing Customer Experience Center with five touch interactive video kiosks, a tv presentation system, and projection videos. Served as a Subject Matter Expert on VOIP operations and training. Selected Career Benchmarks ➢ Demonstrated ability to successfully manage a team of 3 individuals and coordinate support for 19 sites with over 1000 local users.➢ Earned the privilege of creating processes to increase the reliability of systems with the use of automated technology.

Tulsa, Oklahoma

Hired to manage the definition of project scope, goals, changes, and resource requirements, along with PMP best practices for dozens of projects. Charged with supervising the local IT internship program and analyzed processes and ticket metadata to enable viable recommendations and define best practice solutions. Supported end-user applications through issue trending and Customer Relationship Management. Selected Career Benchmarks ➢ Facilitated the configuration of critical hardware packages (Cisco routers, workstations, etc.) for work-at-home deployments.➢ Played an instrumental role in ensuring security and performance, as well as investigating network issues which led to the solution of a long-term network.