Dale
Morgan
2931 S Hawthorne Ave
Independence, MO--
EXPERIENCE
Quality Assurance Engineer, Promojuice Media
Christiansted, US Virgin Islands — 2019-Current
Promojuice is a digital platform for managing the promotion, ticket sales,
merchandising, event organization, and flyer distribution for festivals and live
events. It has a robust website as well as iOS and Android apps for mobile devices
Accomplishments
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Engaging with customer reported issues in a tactful and concise manner
Coordinating with lead developer and creating JIRA links, assigning them
to epics, and setting priorities
Meticulously testing new android apk builds and iOS builds with Testflight
Reporting functionality of backend and front end features for each internal
build using spreadsheets
Discussing the importance and significance of JIRA tickets created while
in meetings with the owner, customer engagement specialist, and lead
developer
Simulator Support Engineer I, Cofense
Leesburg, VA — 2017-Current
Simulator Support Engineers assist the Cofense Technical Operations Center in
processing all incoming support tickets and routing them to other departments if
needed. Simulator Support Engineers provide technical support for Cofense’s main
platform, PhishMe.
Accomplishments
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Processing tickets in the queue using ZenDesk, promptly answer
incoming chats using Zopim Chat, and scheduling customer phone calls
with shared desktop sessions using Zoom
Providing technical support and feedback for a variety of
whitelisting/networking problems and assisting customers with getting the
technical information needed from our platform so that their environment
can whitelist our simulated phishing emails correctly
Coordinating with our Product/Development team and making tickets in
the JIRA platform to track bugs and client enhancement requests while
keeping clients in the loop with updates in ZenDesk
Handling company account and user creation requests from the sales
department for the PhishMe platform including support/administrative
tasks like assisting with password resets and processing account
renewals/extensions.
Verifying client ownership of various domains by checking their
information against WHOIS and public DNS records
First Response Technician, iVenture Solutions Inc.
Orlando, FL —-
First Response Technicians, or FRTs, are tasked with answering all incoming calls
from clients and handling, processing, and creating any service tickets required.
Accomplishments
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Facilitated a presentation about best practices for handling client calls
where there is a suspected Locky malware infection and presented along
with the senior system administrator of the company to each team
meeting.
Providing technical support for Barracuda Spam filter, Active Directory,
network troubleshooting, VPN installation and configuration, Citrix,
Windows 10, and Microsoft Office environments
Addressing client calls relating to spear phishing attacks, including
analyzing header information with resources such as MXToolbox to
determine spoofing as well as blacklisting malicious source IP addresses
or domains
Robotics Technical Support Analyst, ScriptPro
Mission, KS —-
Providing technical support to customers with any issues pertaining to the
pharmaceutical dispensing robots of ScriptPro.
Accomplishments
● Providing comprehensive technical support for ScriptPro's SPX00 and
CRS robots including mechanical, networking, computer hardware,
Microsoft Windows, and remote connectivity support.
● Working and maintaining rapport with customers as well as being able to
clearly communicate and break down technical information in an easy to
understand manner.
● 90%+ Quality Assurance rating in the 5+ calls that have been personally
screened.
IT Specialist, Cibis Eyecare
Kansas City, MO —-
Providing IT support for the entire clinic, assisting in the development and testing of
Automated Video Vision Development Assessment (AVVDA) software, and editing
a “video textbook” on eye surgery techniques by Dr. Cibis.
Accomplishments
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Oversee all computer and internet functionality from within the office
including: Secure Wi-Fi service installation, computer service and repair,
fixing and reinstalling operating systems, and managing remote access
connections.
Importing and editing video footage to make a “video textbook” outlining
and instructing prospective eye doctors about the various eye disorders in
children as well as advanced surgery techniques and sound
ophthalmological practices.
EDUCATION
University of Missouri-Kansas City
Bachelors of Arts in Communication Studies Film Emphasis —-
SKILLS
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Networking configuration and diagnostics in: encrypted DNS protocols
such as DoH, OpenWRT, Cisco IOS, SSH, SSL certificate generation
(let’s encrypt, Nginx)
Familiar with editing HTML and CSS style sheets
Experience with ZenDesk, JIRA, ConnectWise and Oracle Siebel
Well-versed in Windows 10, Windows server, MacOS, Linux, Android &
iOS environments
Eagle Scout
