CHARLES MURPHY III

SUMMARY

A Senior Helpdesk Support Analyst offering more than 10+ years of experience providing helpdesk, infrastructure, computer and business technology support

Proven expertise in configuring, installing, maintaining, and supporting network, desktop, laptop, tablets, mobile phones, printers and other peripherals.

Well-experienced in hardware/software analysis, troubleshooting, upgrades, installation and repairs. In fact, he has worked with big/international companies such as IBM, Microsoft and other Fortune 500 companies.

Solid skills in performing break fix, data migrations, data backup and restores, PC imaging and deployments, domain administration, and all other Microsoft technology related technical support.

Well rounded on various OS including Windows XP and 7, and has supported Lotus Notes user issues and problems.

Highly organized and is equipped with excellent analytical, communication, and documentation skills.

Local and can attend on-site interviews given a day notice, and can start given 1 week notice.

TECHNICAL SKILLS

MS Office Suite, Security Audit (SOX, HIPAA, and PCI), Active Directory, Microsoft Technologies, LAN/ WAN, DHCP, TCP/IP, Enterprise Software, BMC Remedy, SQL, Operating Systems, A++, ITIL, Software/Hardware Troubleshooting/Repair/Fix, Network Admin, Data Center, Server / Databases Admin, VMware, Software Documentation McKesson Horizon suite, EMR, Epic and eClinical works.

PROFESSIONAL EXPERIENCE

01/2015 - Present

OXFORD INDUSTRIES INC., Atlanta, GA

Technical Support and Operations Analyst

Configures, installs, maintains and supports PC hardware/Laptop/Smartphone hardware and software. Supported and resolved various end-users and troubleshooting issues related to OS including Windows XP, 7 and others.

Responsible for secure removal and disposal of electronic media in compliance with PCI/HIPAA.

Responds to incoming service and help desk support requests according to established service levels. For help desk support requests, conduct Level I break/fix analysis and problem resolution which involves troubleshooting and correcting technical problems of minor complexity without the need for internal escalation.

Assists with research/implementation of new technologies including the loading and prepping of test equipment as instructed by management or other senior IT personnel.

Performs Active Directory Administration tasks including but not limited to creating and deleting accounts, resetting passwords, managing file shares and permissions, and managing Exchange 2007 mailboxes.

Performs SOX, HIPAA, and PCI security audit functions as instructed. Analyzes system and security logs, taking action for resolution or escalation to other engineers.

12/2005 – 12/2014

MCKESSON CORPORATION, Alpharetta, GA

Sr. Helpdesk Support Analyst

A central resource for contracted OSG Site Users to contact for IS assistance.

Level 1 Troubleshooting and support of various medical software applications.

Level 2 Troubleshooting and support of hardware and software applications.

Supported end users on applications.

Customer contact - Call, Email, Voicemail, HEAT Self Service ticket, Customer Application, or Fax.

Supported and resolved various end-users and troubleshooting issues related to OS including Windows XP, 7 and others.

Trained and mentored CSC Helpdesk coordinators. Help Desk Coordinators are required to triage resolve or escalate internal or external problems and work requests as they relate to PCs, applications, software and basic network communication.

Recommended procedural and process changes and needed

Provided technical procedural and customer service guidance to other nonexempt personnel and handle customer escalations in the manager’s absence.

Worked on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.

Troubleshooting complex technical issues and providing solutions

08/2003 – 07/2005

CCI (IBM CORPORATION), Atlanta, GA

Technical Support Consultant

Network support, hardware troubleshooting, phone support, upgrades/installation, NAS support, data backup/restore assistance, Tier 1 server support, domain admin, assistance

Supported Windows SAK, Windows NT, 2000 and XP, TCP/IP, DHCP and WINS, WAN/LAN domain administration.

IBM and Maxtor NAS Support (Network attached Storage), answering phone calls, diagnosing technical hardware and software issues.

Assisted customer troubleshooting Active Directory, Domain and network connectivity issues. Troubleshoot virus software applications, browser issues and other LAN\WAN issues as pertaining to the availability of the NAS services.

Remote server support of NAS (Network Attached Storage) and Microsoft technologies

Network administration and support of Microsoft technologies as related to the NAS units.

11/2000 – 05/2003

MCI, (HP, SAI, WORLD ACCESS), Atlanta, GA

Technical Support Consultant

First and second level desktop and phone helpdesk support of laptop and desktop application, including hardware support, software installations and technical support of Microsoft products. LAN/WAN Enterprise Network administration, PC support, and upgrades, data migrations and data backup and restores

Network Admin, Domain Admin, Web Admin (60 servers), Upgrades, Data Migrations, Data Backup/Restore, Tier 1 & 2 PC Support, Web Design

Implemented and deployed Microsoft AD (Active Directory) and DNS in a Large enterprise environment with over 60 nodes hosting web services for our educational users worldwide.

Managed web training applications on a Webfarm. Implemented and deployed Microsoft clustering using Application data center for load balancing and high availability. Managed and maintained back-end services including SQL and Microsoft media center for web services and applications.

Trained staff on front end application use, supported and maintained all training department staff nodes.

Planned and implemented NT4 to AD migration during the Enterprise training departments windows 2000 rollout.

06/1999 – 10/2000

IBM CORPORATION, Atlanta, GA

Project Manager\Integrator – Hardware/Software Support

Migrated NT4.0 to Windows 2000 at various college campuses which included the migration of over several thousand client workstations and over 100 servers.

Supported/Installed IBM Netfinity Servers, Consulting for Microsoft Technologies, Win2K, Lotus Notes, and Exchange migrations and admin Storage Tek hardware Installations, Software/Configurations of Veritas, Software/Configurations of Legato, Installation of Legato/Veritas

Consulting and project assistance/management for of Microsoft technologies, including TCP/IP, DHCP and WINS, WAN Domain administration.

Supported and installed IBM Netfinity servers, including software installation of Microsoft products, Windows 2000 and Exchange migrations and administration.

Installed Exchange server and Windows 2000 during the 1999/2000 upgrade of the IRS Enterprise infrastructure which required extensive travel to various sites around the country.

Migrated multiple sites, ranging from small (under 100 users) to large (over 1000 users) from WinNT to Win2k Active Directory network.

Laptop/desktop installations, Storage Tek hardware installations and Legato and Veritas software installs and configurations.

12/1996 – 06/1999

WEYERHAEUSER CORPORATION, Atlanta, GA

Senior Helpdesk Analyst

Admin of Microsoft Exchange/NT, WAN Domain admin, RAS, RLD, ANS, VPN, Entrust Admin, Disaster Recovery Planning, Support of Legacy Microsoft Mail, Enterprise Scale Mail, Data Migrations, Helpdesk Support

Administration of Microsoft Exchange and NT technologies including TCP/IP, DHCP and WINS, WAN Domain administration, RAS, RLD and ANS, VPN and Entrust administration,.

Supported Legacy Microsoft Mail including large scale mail and data migrations.

Promoted from enterprise mail administrator to Senior Analyst administer user accounts, domain and machine accounts and WIN and DNS administration for over 20,000 users and nodes.

Trained team members, and corporate staff members on the use of Microsoft front end applications, including Word, Excel, Outlook and other front end applications.

Processed creation and implementation, member of the change management team for change coordination and application rollouts.

Wrote and maintained disaster recovery procedures for the department.

Other duties include instructional training to end-users.

Help desk process owner, process creation and implementation and Remedy account database administrator.

10/1996 – 12/1996

PHYSIOCONTROL/AEROTECH, Atlanta, GA

Helpdesk Support

Supported/Troubleshoot Microsoft Applications, Support/Troubleshooting of Microsoft BackOffice, Email Admin, Tier1 Support for AS400, NT Server, Win95

Supported and troubleshot Microsoft applications and BackOffice product support including email administration of user accounts.

First point of contact for all Computer technical issues including AS400, NT Server and Windows 95 workstation problems

08/1990 – 09/1996

MICROSOFT CORPORATION, Atlanta, GA

Operations Coordinator

Purchase Department, Hardware/Software, Installing/Maintaining, Hardware/Software, Tier1 Support, Maintenance of over 175 training room machines

Maintaining/Troubleshooting, classroom/department network, Admin of department, servers Maintaining user accounts

Troubleshooting network-related problems, Software Installs, Machine Configuration, Evaluation Software tools, Tracking Course Participants

Maintenance of Database Liaison for International participants, Distribution of Course Materials, Tracking Course Participants

Recommended for purchase departmental hardware and software. Installing and maintaining hardware and software.

First level technical support for the Product Support training department, including hardware troubleshooting and maintenance of over 175 training room machines.

Maintenance and troubleshooting classroom and department network including administration of department servers, maintaining user accounts and troubleshooting network-related problems.

Other duties included software installs and machine configuration for PSS training courses and evaluating system tools for department use. Tracking course participants, and maintenance of participant database, liaison for international course participants and distribution course materials to customers worldwide.

EDUCATION

Bachelor of Applied Science (B.A.Sc.), Health Information Technology (2016 – expected graduation)

Coursework taken on A+ and ITIL

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