Douglas G Morgan

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OBJECTIVE
Utilize abilities and strengths to drive excellence and reduce costs, while maintaining a focus on
customer deliverables.

COMPUTER SKILLS

Rapid Catalog: Interactive 3D Authoring

Arbortext Epic Editor: Structured Content Authoring
WordPress: Blog Tool, Publishing Platform, and CMS
Salesforce.com: Customer Relationship Management
ServiceNOW: Service Management System
Microsoft Visio: Professional Flowchart and Diagram Software
Microsoft Office Productivity Suite
SQL: Query creation and execution
Hardware/Software installation, setup, and configuration

PROFESSIONAL EXPERIENCE
GGS Technical Publication Services
Project Specialist

Project Specialist for the GE Aviation Technical Publications - Digital Tools & Processes
team.
Scope and facilitate business requirements for fulfillment of key business initiatives.
Lead projects focused on the simplification of business processes and procedures.
Manage and support business processes which aid airline customers with maintaining
continued airworthiness.
Ensured that development of critical functionality aligned with business requirements
for the GE Aviation Salesforce.com implementation.

Digital Production Support Leader

April 2012 Present

September 2014 Present

April 2012 September 2014

Developed and managed workflows to facilitate successful flow of business processes.

Managed and lead projects aimed at simplifying and streamlining business processes
and procedures.
Collaborated with GE Aviation to determine digital delivery strategy and product
enhancements.
Requirements definition and user acceptance testing and validation for product
enhancements and improvements.
Developed and coordinated delivery schedule for GE Aviation digital deliverables.

Communicated and coordinated with domestic and global suppliers in support of the
effective production of technical publication digital deliverables.
Collaborated with business partners on implementation of a new CRM platform for the
GE Aviation business.
Managed and supported business processes aimed at maintaining continued
airworthiness for airline customers.
Developed a workflow which was utilized by multiple GE Aviation organizations to
facilitate the review and approval of publications for NPI programs.
Recognized globally in employee newsletter for exemplary work and support of various
business initiatives.

Sarcom
Help Desk Supervisor

Managed the day-to-day operations of the GE Aviation AOC Web Team.

Collaborated with the client to establish and document new policies and procedures.
Drove performance and identified opportunity for improvement through the use of
operational metrics.
Worked with GE development teams on design & implementation of web
portals/applications & tools.
User acceptance testing for production releases.
Devised, and then fostered the implementation of improvements, which have resulted
in a 60% reduction in on-boarding cycle time for system access.
Maintained contractual adherence

HP
Help Desk Supervisor

May 2002 January 2011

March 2005 January 2011

Managed the day-to-day operations of the GE Aviation AOC Web Team.

Collaborated with the client to establish and document new policies and procedures.
Reported on operational metrics to drive performance and identify opportunity for
improvement.
Worked with GE development teams on design & implementation of web
portals/applications & tools.
User acceptance testing for upcoming production releases.
Maintained contractual adherence.
Recognized globally in April 2010 for the "HP U.S. Manufacturing, Energy and Life
Sciences Top 10 Happenings" for providing outstanding training and support during GE
Aviations 2010 Global Meetings.

ITO Support Specialist V

January 2011 April 2012

May 2002 March 2005

Caught in the Act Award recipient for providing outstanding support.

Account administration.
Web portal administration.
Siebel administration.

COMPAQ
Technical Support Specialist III

Caught in the Act Award recipient for willingness to assist others.

Troubleshot and resolved application and access issues.
Siebel administration.
ACE server administration.
LDAP administration.
SSO administration.

TRASYS
Technical Support Specialist

December 1999 November 2000

Assisted with the launch of a new customer helpdesk to support GE Aircraft Engines
customer-facing web portals.
Developed and executed new processes to support GE Aircraft Engines customer and
supplier web portals.
Troubleshot and resolved application and access issues.
ACE server administration.
LDAP administration.

Xerox Global Services, Inc.

Technical Support Specialist

November 2000 May 2002

January 1999 December 1999

Recipient of numerous awards for continually achieving a high level of calls answered
and resolved without requiring escalation to 2nd Level support teams.
Troubleshot and resolved hardware, software, and network issues.
Novell and Windows administration.

ADDITIONAL SKILLS

Excellent problem solver

Extremely organized and attentive to detail
Excellent verbal and written communication skills
Adapt quickly to change, willing to learn
Self-Motivator
Team Player

EDUCATION
University of Cincinnati
Bachelor Degree of Technical and Applied Studies in Applied Administration 2015 (expected)
Associates Degree of Applied Business in Computer Information Systems Technology 2001