Al-Wayne S. Morgan

 

Odenton, MDalwaynemorgan@hotmail.com  (240) 505-8174

 

CLEARANCE

TS/SCI w/ Full Scope Polygraph

 

CERTIFICATIONS

Cisco Certified Network Professional Security (CCNP Security), Cisco Certified Network Associate Security (CCNA Security), Cisco Certified Network Associate Routing & Switching (CCNA Routing & Switching), Cisco Certified Design Associate (CCDA), Cisco Certified Entry Networking Technician (CCENT), Microsoft Certified Systems Engineer 2003 (MCSE 2003), CompTIA Network+, CompTIA Security+, IT Service Management Foundation (based on ITIL®)

 

EDUCATION

Bachelor of Science, Computer Information Technology – December 2006

University of Maryland University College, Adelphi, MD

 

Bachelor of Arts, Economics – December 2002

University of Maryland, College Park, MD

 

PROFESSIONAL EXPERIENCE

Moja, Annapolis Junction, MD

Enterprise IT Support Center Agent, September 2011 - Present

·   Provide 24x7 technical support to global customers via phone and chat.

·   Provide remote assistance of Microsoft Windows Office products (install, remove, and update software).

·   Perform Active Directory administration, management, and maintenance for user accounts by creating, deleting, transferring, and modifying.

·   Troubleshoot Public Key Infrastructure (PKI) problems in Outlook, Internet Explorer (IE), Mozilla Firefox, Google Chrome, and other applications.

·   Use HP Service Manager 9 (SM9), BMC Remedy Action System, and other ticketing systems to create, modify, and close service requests and tickets.

·   Use Cisco Telepresence Management Suite (TMS) v.14 to administrator Video TeleConferences (VTC).

·   Serve as Queue Coordinator (QC) by monitoring the tickets based on quality of service, and assign, escalate, and bridge as needed.

·   Serve as Service Desk Coordinator (SDC) by assigning and tasking tickets.

 

General Dynamics, Ft. Meade, MD

Network Administrator, August 2007 – Present

·   Configure Cisco Switches (Catalyst Models: 2940, 3550, and 4506).

·   Configure Taclanes (KG-175 Taclane E-100, KG175A, KG175B, KG175D).

·   Perform port management by using the command prompt or putty to telnet and Secure Shell (SSH) to switches and routers to enable, disable, and administer ports.

·   Use Solarwinds Orion software to monitor LAN/WAN networks.

·   Use Microsoft Windows Server 2000 and 2003 for account management.

·   Install and configure Tandbergs for Visual Teleconferencing (VTC) communication.

·   Assist with the management of the Blackberry server and user accounts using Blackberry Enterprise Server (BES) and Blackberry Desktop Manager.

 

 

Axom Technologies, Ft. Meade, MD

Senior Data Systems Analyst, March 2011 – September 2011

·   Troubleshoot and provide 24/7 support for deployed Signals Intelligence (SIGINT) systems.

·   Responsible for ensuring software maintenance, mission optimization, and ongoing dataflow of operations for multiple sites.

·   Use WhatsUp Gold Professional in addition to department specific software and applications to monitor and maintain over 100 systems for missions.

·   Use ticketing tool to track service issues.

Systems Administrator III, November 2009 – March 2011

·   Provide support to users of printers, desktops, and servers at remote locations.

·   Use Windows Server 2000/2003 to provide account management, software installation, and Microsoft Office (2003/2007) troubleshooting.

·   Perform Active Directory administration, management, and maintenance for user accounts.

·   Troubleshoot Public Key Infrastructure (PKI) problems in Outlook, Internet Explorer (IE), Mozilla Firefox, and other applications.

·   Use BMC Remedy Action Request Systems and other systems to manage ticket process from creation to completion.

 

Adecco/Integrated Scanning of America, Aquasco, MD

Digital Scanning Technician, July 2007 – August 2007

·   Prepared and scanned over 1000 Chalk Point Generating Station machinery images daily using image enhancement software.

·   Created workgroup consisting of 4 Intel Xeon Servers to communicate to transfer necessary scanned images.

·   Set up APC Smart-UPS 2200 to protect Crystal G600 Wide Format Scanner and Hawk Eye G46 Scanner.

 

Caldwell Technology Solutions, Bowie, MD

Systems Administrator, July 2006 – July 2007

·   Installed, deployed, and integrated service packs, patches, and hotfixes using Windows Update, Automatic Updates, and Group Policies.

·   Maintained company website using ASP.NET web application framework and PC Recruiter application tracking software.

·   Secured mail servers by configuring and monitoring Cisco Pix Firewall, Symantec Client Security, and Symantec Mail Security.

·   Created effective recovery plan and implemented Iron Mountain Live Vault electronic vaulting providing full, incremental, and differential backups for offsite storage for personal computer and servers.

·   Administered employee timesheet access using Deltek Time & Expense.

·   Managed Shoretel phone system by setting up and configuring user accounts

·   Served as liaison for biometric project while conducting research of biometric, performing site surveys, and coordinating meetings for teaming partners. 

EXTRACURRICULAR

Kappa Alpha Psi Fraternity, Inc. – Hyattsville/Landover (MD) Alumni Chapter, Hyattsville, MD

Member, March 2005 – Present

·   As Assistant Keeper of Records; assist in taking minutes at Board of Directors and Chapter Meetings and disseminate incoming correspondence to Chapter.

·   As Publicity & Publications Committee Chairman; disseminate information regarding Chapter events and activities to media outlets. Design flyer for events and programs. Oversee revision of Chapter Newsletter.