Whitney Morgan Email & Phone Number

Fort Collins, Colorado Area

Manage a round the clock support team that provides support and management of the internal systems in use to provide services to our clients. Toolsets included: RMM, Backup and Disaster Recovery, Anti-Virus, Managed Patching, Audit Tracking, and MAC.

Fort Collins, Colorado Area

Supervisor a team of engineers responsible for the upkeep, configuration, and implementation of internal tools used to provide managed services for our customers. Additionally responsible for researching the capability of those tools against similar tools on the market to ensure that we are using the best solution for our environment.

Greeley, Co

Maintaining customer relations as well as industry and Connecting Point best practices for IT environments and infrastructures for 15 business customers; Documenting their environments and processes for the Remote Operations Center (ROC) ease of support and querying ROC tickets for reactive trends.Within those 15 businesses I am responsible for the proactive health of 43 Windows servers, 12 ESXi servers, 17 firewalls, 41 Switches, 5 PBX's, and 429 workstations and laptops.I am also responsible for working with the service and sales departments to continually ensure the processes for all Network Administrators is in-line with creating healthier environments for our customers, project opportunities for our sales team, and knowledge for our support team.

Greeley, Co

Monitoring client environments for outage predictors and security threats. Maintaining, researching, deploying, and documenting internal tools. Reporting on client networks and our tools deployed on client networks.

Greeley, Co

Perform remote support for our customers computers, servers, network and VoIP devices.

Provide Computer hardware and software troubleshooting and system administrator functions along with customer support to end users.Increase help desk first call resolution rate by 47.6% through the creation and implementation of the following:Create and delegate creation of training manuals and process documentation.Create and organize a new departmental share point site.Create and monitor the usage of troubleshooting macro’s.Implement focus groups within our organization to monitor customer satisfaction, currently rated at 98%.

Liason with IT DepartmentBeta tester of new programs, including SAP go-liveCreated process training manuals and documentationImproved relations with International departments and improved international claims processes and documentation.

In house computer technical supportGeneral secretarial and customer service dutiesCreated training and process documentation.