Kemara Morgan (Mr.)
Lot 369 Mocking Bird Circle, Old Harbour Aviary | C:- |--|-
OBJECTIVE
To provide professional assistance in an Information Technology Division using the knowledge & skills I have garnered to
benefit both myself and the company.
SKILLS
Excellent time management skills , Ability to work under pressure, Level 1 & 2 troubleshooting, knowledge of using
AWS, Azure, Google Cloud Platform & Oracle Cloud Infrastructure, Service Manager Ticketing System, Freshservice\
Freshworks Ticketing Portal, LAN Sweeper, AngryIPScan, JN Bill Pay, JN EMoney, QueueRite Private Cloud, SOA JN
Teller, Dmware Remote Control, Phoenix Online and Phoenix Admin, 3cx Softphone Call Software, Microsoft Office
2003, 2007 & 2010, 2013 & Office 365, ITIL Homepage | ServiceNow Service Management Suite, provided support as a
part of the EUS LATAM Service Now Live Chat team, Microsoft Azure, Microsoft Intune, SCCM, Citrix, CIC, Oncontact,
Salesforce, CTTerm, Adobe Photoshop, Corel Draw, joomla Content Management software, Drupal Content Management
software, Dreamweaver and ftp software, Symantec Backup Exec, Microsoft Exchange Server 2003 & 2010, Windows
Server OS, Symantec Endpoint Protection, knowledge of using and installing Accpac & QuickBooks, knowledge of
Troubleshooting & repairing PC’s & laptops, knowledge of various types of hardware, experience in systems operations,
Ability to work on own initiative as well as in a team setting.
Jamaican National Bank - Service Desk Analyst
Sept 12th 2022 - Current
Projects Worked On:
❖ Office 365 Migration (Microsoft 365 Admin Center & Multifactor authentication)
❖ Ensuring the compliancy of all Laptops on the Network, especially the WAH ones are completed using the
companies preferred Drive Encryption Software and utilizing the Cloud Server to ensure they are compliant.
❖ Ensuring that the Network’s Desktop and laptop computer devices are compliant with the companies Antivirus
software and check same on the Antivirus Cloud Server.
❖ Remove all shares that may pose a security risk from the network’s computer devices.
❖ Assist with the Deployment of Workspace One software for ease of manageability
❖ Assist with the deployment of upgraded Microsoft Office Suite 2016 & 2021.
The following outlines the three core duties of the Service Desk Analyst:
System Administration of the Pure\Sirius Application for the JNGI Users
Maintaining system parameters.
Documenting and tracking IT issues and services.
Providing first-line technical support for branches and units for both hardware and software related Service &
Incident Requests
Create new user accounts, distribution groups, and security groups using Active Directory.
Create and grant access to public folders and mail boxes for users.
Grant users’ access to systems/applications used by the organization.
Delete/Disable users as requested by HR or Branches/Units.
Unlock/Reset user accounts for both Desktop and other Applications.
Troubleshoot network connectivity issues.
Troubleshoot Microsoft Office issues and other proprietary software applications.
Deploy applications using network Group Policies, System Center Configuration Manager (SCCM) and PDQ deploy
software.
Configure mobile devices to use Outlook email and activate synchronization using Microsoft Exchange.
Install, configure and troubleshoot connectivity issues with MITEL VOIP and 3CX softphone telephone systems.
Providing support for devices running Windows 2000, XP, Vista, 7, 8, 8.1, 10. To a lesser extent, support is also
provided to Linux.
Configure and troubleshoot Virtual environments, such as; VMware, Virtual Box etc.
Install and configure Active directory, DHCP, DNS and Exchange server 2010.
Reserve and assign static IP addresses for devices such as printers and servers.
Provide support for mobile devices such as windows surface tablets, Android smart phones, IPhones and IPad.
Setup VPN and Wi-Fi access, as well as troubleshoot any connection issues resulting from either service.
Install and Troubleshoot Xerox, HP, Kyocera and Brother Network Printers, as well as other multifunction devices,
such as scanners used by branches, departments and subsidiaries.
Complete system parameter changes such as rate changes; agents and location creation; and Phoenix account
class creation and adjustments etc.
Install and configure supported software & PC hardware used by JN Group and Subsidiaries, per company policy.
Complete Incidents and Service Requests through the IT Service Desk\Freshservice application (Microsoft Service
Manager 2016) with proper classification and fulfilling the users request within the stipulated SLA.
Escalate requests to second tier support (Technical Team) where the technical expertise required to complete the
request is beyond the analyst.
Coordinate replacement of Printers, Scanners and PCs between Asset Management Team and the unit or
department.
Conduct site visits to local branches and departments, in a bid to upgrade, replace, and service all IT equipment
on site and fix any issue the location reports during the visit.
Jamaican Agent Services (Alorica) – Senior Desktop Support
Associate > End User Support Technician II
March 2015-September 7th 2022
Provided Work at Home Technical Support to multiple users as well as on site staff due to the COVID19 Pandemic.
Assisted with preparing and configuring Pcs for Work at Home Employees which allowed for over 500 plus users to
keep their jobs. On more than one instances, I have received commendations in the form of certifications, emails or
phone calls from upper management, mainly Directors & Vice-Presidents on the Outstanding job that is being done
and milestones that have been achieved.
I was a part of the Alorica IT team which consisted of a two-man team which increased to a five (5) member team
locally. Together we assisted with setting up and managing the IT equipment for this establishment which was a newly
constructed building that is located at 58 Halfway Tree Road. Presently we provide support through the Service Now
ticketing system to approximately over 1000 plus users and computers, along with other resources, whereas we
maintain and manage same using Active Directory and SCCM.
A few Projects worked on:
❖ Recently assisted with getting Kingston migrated to Alorica 2.0 where my team members and I played an
integral part in achieving this great milestone along with assistance from networking. Where we changed out
our core switches from forti to Cisco, upgraded our Band width, etc.
❖ Currently assisting with the build out of a New LOB that was recently acquired by the business, which will
provide a great number of jobs for Jamaicans.
❖ Assisted with the expansion of Alorica to the current Kingston Location where we were managing a little over
40 seats which began in the Great House, to where we are now with over 1000 plus seats and 1000 plus users
❖ Migration of all pcs from Windows 7 to Windows 10, since Microsoft will no longer be providing support for
Windows 7, which is part of an overall project to migrate over 70, 000 pcs to Windows 10 Worldwide for the
company. Assisted with the build-out & Expansion of various LOBs.
We are responsible for but not limited to the following:
Experience working with Microsoft Office 365, Teams and Azure Platform.
❖ Utilized ITIL Homepage | ServiceNow Service Management Suite
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Setup ad configure Microsoft Intune
Provided support as a part of the EUS LATAM Service Now Live Chat team.
Ensuring the availability of the network for Data transfer and voice calls (agents taking calls)
Work closely with the other members of IT Teams that are located globally, mainly; Networking, Telecom,
Enterprise Systems, Windows Server, just to name a few.
Escalating Issues where it is necessary
Responding to Incidents or emergencies (i.e., issues that are affecting more than 10 users)
The Configuration of user accounts & computers using AD (Active Directory) & SCCM (System Center
Configuration Manager)
The assignment and permissions of roles to users’ accounts and pcs
The set up and configuration of pcs.
Possess the knowledge & understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM,
Active Directory, Windows 10
The build-out of Production areas which are utilized by the operations Support teams and agents
The build-out of office areas which are utilized by the Back-office staff members
The re-location of equipment that are currently being used
Inventory control of newly received equipment
Daily Audits and reports which are used to ensure that the systems are fully operational. These requests are
normally based on clients’ needs through Operations Support and Client Services that will inevitably affect the
growth of Alorica, or to meet the needs of new or potential clients.
Jamaican Agent Services (West) - IT Systems Technician International
Aug 2013-March 2015
Monitor users and computers\equipment via SCCM Client Centre and active directory and desktop metrics site, i.e.,
ensure that all pcs are compliant, etc.
Maintain and monitor the site using SDR (Service Request Area), i.e., Provide technical assistance to customers who
needs help to resolve problems with their computer systems by answering service requests.
Work alongside customer to determine the nature of the problem, and then monitor the issue until final resolution
for the customer, ensuring work orders have been properly addressed and properly closed out.
Proficiency in basic knowledge of Citrix and troubleshooting citrix problems
Install, upgrade, configure hardware/software and maintain corporate pcs and peripherals, which includes but is not
limited to Avaya CMS software, Lync Communicator, Microsoft Office Suite, CIC, CTTerm, Oncontact, Digiop camera
software, etc.
Knowledge of troubleshooting and configuring Avaya IP phones, i.e., programming extensions, etc.
Mail enabling users who the appropriate request is sent for to gain email access
Immediately notify appropriate individuals of any problems that could potentially impact production activities.
Follow appropriate escalation procedures regarding service requests and complete related follow-up activities as
necessary.
Assist in coordination and the planning for moves, adds, and changing of all PC hardware
Implement action plan including performing required upgrades and installation of PCs and required peripheral
equipment.
Assist department personnel with the configuration and maintenance of data communication systems; install wiring
and cabling as required.
Monitor various system functions and activities, which may include PC equipment, Tandem, corporate LAN
systems, servers, mainframes, departmental printers and telecommunications equipment to identify issues and
resolve or attempt to resolve them before any issues arise. This is always done by implementing corrective action
and ensuring that the highest levels of customer satisfaction is provided during each point of contact with
customers.
Aid with the timely recovery and restoration of the communication system elements in the event of an outage.
Be proactive to avoid or minimize system problems that could potentially impact production activities.
Projects worked on:
Assisted with the infrastructure switch upgrades, deploying APC1500 Ups power supplies throughout the site,
the physical relocation of two accounts, setting up and configuring over 100 pcs on the second floor; after which
a Line Group was moved to that location, setup and configure computer (over 100) and all other equipment to
meet the launch date of a new Line Group; which was successfully launched. Successfully assisted with the
completion of the expansion of the said account (Phase 2 project).
LOB Expansion Project. The LOB crisis Expansion Project (Setup and configure 30 additional Thinstations, with
phones, headsets and 1500 UPS, etc.
Prodigy Systems Limited - IT System Administrator/Road
Technician
June 2011-Feb 2013
Implemented Help Desk System using Spiceworks, i.e., a central station connecting to remote locations, which were
just mainly setup to be inventory collectors. Configure user portal for accepting help tickets from clients, etc.
Maintain multiple clients’ networks.
Respond to customer’s problem/error reports in a timely fashion
Installation and configuration of Windows Server 2000, 2003 & 2008 & Small Business Server 2011
Configure DNS, DHCP, etc. Build network cables, Installation of switches
Troubleshoot and repair pc or server issue.
Setup Terminal Services on TS Server and create and configure TS users.
Configure System Backup using Symantec System Recovery or Windows NT Backup etc.
Prepare Quotes and invoices for Network jobs,
Log customers job requests.
Upgrade computers and laptops, i.e., memory, motherboard, OS reloads etc.
Execute daily backup of company data, input job sheets into the system.
Migration of domain from old hosting server to new hosting server
Recreate users’ mailboxes on new hosting company servers
Configure clients email address into outlook with new incoming & outgoing mail server settings.
Knowledge of using QuickBooks.
Configure Domain and add computers to domain.
Configure Routers & Access Points.
Setup firewall to monitor network activity and to provide security from outside threats.
Troubleshoot & Install Printers and complete minor repairs.
ACS E-Services - Technical Support Agent for the ASUS account
Nov 2010 – Feb 2011
Provided remote assisted to customers in the US, Canada and the Latam region with their IT related issues in regards to
their ASUS computers and laptops, where we troubleshooted all IT related issues for their systems.
The Private Sector Organization of Jamaica - Assistant IT Officer
2006 – 2010
Setup & maintain all network operations of the system, i.e., installing, supporting, and maintaining servers or other
computer systems.
Maintained and controlled all internal computer and printing equipment along with their associated peripherals
(Windows NT, 2000, XP, Vista & Win 7)
Liaise with Cable and Wireless to maintain PBX system. Reprogrammed extensions and modify voicemail box
settings using BCM 2.5 by Nortel networks.
Programmed and maintained proximity access cards for door controller system
Maintained and monitored the internet and intranet services to ensure consistency of network.
Provided technical support to Management with respect to acquisition of software and hardware packages.
Installed, configured, and add over 30 new computers to the Domain to upgrade the network
Organized and, where necessary, provided staff training on PC intranet and extranet concepts and functionalities.
Maintained regular backup and recovery of the organization’s data using Symantec Backup Exec 11d
Reported to management team and manage resources on the implementation of custom software solutions.
Maintained 4 websites; PSOJ, Fambiz, JBA & JIOB in a need to keep our public informed.
Modified and created graphic work for functions held that were sent to the print media and printers
Took pictures at the PSOJ’s events and members/General meetings and at the Family Business Seminars for the
Family Business Project to post on the websites.
Supervised and assisted with Network Concepts and Patch Deployment in a need to improve network
performance
Maintain the network using MS Server 2000 & 2003, VPN, active directory, TS Services & TS clients
Communicate with other departments to resolve software, hardware and operation problems
Experience in firewalls, routers & Symantec Antivirus.
Maintain mail system via Microsoft exchange server 2003
Troubleshoot printer problems and repair personal computers\laptops
Rapid True Value, 697 Spanish Town Rd - System Inventory Cost Change Team
Dec 2006
The analysis and preparation of SKUE numbers in the database system of Rapid True Value
branches using Tomax Software. This involves the assigning of a description, a vendor, a UPC
number, a PLU number, a vendor item number and a cost to each SKUE. Additionally, create SKUE
number for items that are not present in the database system
Browns Groceries - Customer Service/Sales Representative
2000 – 2006
A member of the retail\wholesale Family Business. Acquired experience in stocking, retailing, wholesaling of goods and
the general accounting of the business also with delivery of goods to customers
EDUCATION & TRAINING
ALISON – Diploma in MIS (Management Information Systems)
Dec 13, 2023
ALISON – DevOps Fundamentals Certification
Oct 14, 2023
ALISON – Diploma in CISSP (Certified Information Systems Security Professional)
Aug 12, 2023
ALISON - CompTIA Cloud+ Advanced Certification
Aug 7, 2023
ALISON - CompTIA Security+ SYO-601 Certification
Aug 7, 2023
ALISON - CompTIA A+ 1000 Part2 Certification
Aug 2, 2023
ALISON - CompTIA A+ 1000 Part1 Certification
July 30, 2023
ALISON - Diploma in CompTIA Security+ SYO-501
July 25, 2023
ALISON - Introduction to Windows Server Administration Certification
July 16, 2023
ALISON - ITIL 4 Fundamentals - Essentials of IT Service Management Certification
July 13 2023
Intensive Cloud Computing Bootcamp – Intensive Cloud Computing Hands-on Training
Certification, with focus on AWS, Microsoft Azure, Google Cloud Platform and Oracle
Cloud Structure (Completed)
2020
Gomex\NCTVET - Network Administration Level 3 Certification\Diploma (Completed)
2020
Certification of Appreciation – For bringing to life Our (Alorica) Core Value of Being True and
holding myself to the highest standard, for being accountable and acting with integrity in
everything that I do.
2020
Alorica Hero Certification of Appreciation – For my insanely great accomplishment in going above 2020
and beyond in one of the most challenging times in history where the Pandemic is present
Gomex Institute: Completed my CompTIA Server+ Certification
2015
Vector Technologies Institute: Successfully completed my Associate Degree in computer Systems
2011
Infoserv Institute of Technology: Attained Certification in Microsoft Office Suite 2007
2009
UWI (Carimac): Attained certification with distinction in Graphics Course
National Tools and Engineering Institute
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❖ Completed PC Mechanics Level 2 Course: Attained an NVQ-J CERTIFICATE issued by the NCTVET.
Infoserv Institute of technology (2003)
Completed PC Mechanics Level 1-Obtained PC repairs Certificate:
❖ Certified computer Technician in PC Mechanics (repairs)
❖ Troubleshooting and installation of hardware and software
❖ Proficiency of Microsoft Office Suite 2003 & 2007
Kingston College -) - Caribbean Examinations Council:
Principle of Accounts 2 | Social Studies 2 | English Language 3 | Principle of Business 3 | Mathematics 3
| High School Diploma
INTERESTS
Spending time with my family, especially my son, watching Movies \Anime, Dancing, listening to music,
playing video games and socializing
REFERENCES WILL BE FURNISHED UPON REQUEST
