MICHAEL MORRIS
Newport,England
Summary
Offering strong candidate for this role with background in Service desk and keen interest in penetration testing. Knowledgeable about identifying vulnerabilities, problem-solving, and collaborating in team environments. Ready to use and develop analytical thinking, communication, and technical skills in Junior Penetration Tester role.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Service Desk Analyst
Bell Integration
Portsmouth, united kingdom
09.2023 - Current
- Maintained high-quality service standards through meticulous attention to detail in all tasks.
- Delivered efficient solutions to technical problems, boosting user satisfaction rates.
- Alleviated system malfunctions by implementing effective troubleshooting techniques.
- Facilitated smooth running of systems by conducting regular maintenance checks.
- Utilised diagnostic software for effective problem solving in a fast-paced environment.
- Worked proactively on critical incidents, minimising potential negative impacts on business operations.
- Communicated complex technical information clearly, enhancing user understanding of issues.
- Helped identify recurring faults and proposed long-term solutions for improvement.
- Assisted users with hardware setup, ensuring seamless work experience.
Parcel Delivery Driver
NGC Logistics
Swindon, Wiltshire
06.2019 - 01.2023
- Delivered Parcels to Commercial and Residential Customers on behalf of Amazon
Desktop Support Technician
Nokia/Microsoft
Paddington, City of Westminster
04.2013 - 04.2019
- Support by phone / E-mail / SMS and On Site
- Desktop, Laptop, Tablet and Smartphone deployment, support, upgrade, and error handling
- Troubleshoot hardware faults and replaced faulty parts on Desktop and Laptops
- Administration of Active Directory and Windows Server
- Mac Hardware and OS Support
- SCCM
- Experience with Bit Locker and McAfee Encryption
- Microsoft Office 365 Support
- Nokia mobile support (Phone/config) drivers to install / PC-suite, etc.
- Backup/restore/recovery help
- Cabling & Patching
- On occasion helped out with purchasing on new equipment
- Support for Audio/Video equipment in meeting rooms
Service Desk Analyst
Ladbrokes
Colindale, Barnet
07.2012 - 04.2013
- Receive and manage calls as they come into the Service Desk
- Take responsibility for the resolution of simple incidents
- Allocate and chase closure on calls passed to support teams
- Follow processes to ensure that a high quality of service is provided to both internal and external customers
- Constantly attains high level fix rate of over 90%
- Work within the team, building relationships with colleagues, superiors, and customers - both internal and external
- Providing support to Ms Outlook and Office 2007 - 2010 with queries such as connectivity problems, how to do queries, formatting issues, restoring lost files, fixing corrupt documents
- Style issues, Error messages, etc…
- Responsible for creating and maintaining user accounts within Active Directory
- Blackberry Enterprise Server administration including setting up new accounts and deploying IT Security policies
Education
A Levels - Information Technology, Media Studies
Newham College
London 09.1997 - 06.1999
Skills
- CCNA
- Level 2 Cyber Security
- CISSP
- Python Programming
- VMware
- Windows 10
- Windows 11
- Mac OSX
- NIST Cyber Security Framework
- Linux
- Qualysguard Vulnerability Management
Certification
- NIST - Cyber Security Framework
- Comptia Linux +
- Qualysquard Vulnerability Management Certified
- Comptia Security + (Currently Studying)
- Try Hack Me Sal1 (Currently studying)
Timeline
Service Desk Analyst
Bell Integration
09.2023 - Current
Parcel Delivery Driver
NGC Logistics
06.2019 - 01.2023
Desktop Support Technician
Nokia/Microsoft
04.2013 - 04.2019
Service Desk Analyst
Ladbrokes
07.2012 - 04.2013
A Levels - Information Technology, Media Studies
Newham College
09.1997 - 06.1999
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