Customer Service Engineer
Resume:
Terry Murphy
Apt. ***
Jersey City, NJ 07310
*****@*****.***
Summary: IT Support Team Manager and Lead Support Engineer with over
* ***** ********** ******* * team of support technicians.
HDI certified Team Lead and A+ certified technician with 12
years experience in PC support within a Windows
environment, up to and including Windows 7. Extremely
strong leadership, teaching, and mentoring ability.
Impeccable customer service skills. Outstanding
communicator, with excellent speaking and writing skills.
Excellent problem solving skills and the ability to work as
manager, team lead, part of a team, or independently.
Skills And A+ Certified
Certifications HDI Support Center Team Lead Certified
: Six Sigma Green Belt
Vendor Certifications include: Hewlett Packard - Dell -
IBM/Lenovo - Toshiba
Software Supported all Windows environments up to and including
Experience: Windows 7. Also supported desktop applications such as
Microsoft Outlook, Word, Excel, Project, Publisher, and
Visio. Other software applications supported include Cisco
VPN Client and Cisco Security Agent. Also supported McAfee
ViruScan and Norton Anti-Virus. Proficiency with ticket
management software such as Clarify, Remedy, and CA
ServiceDesk.
Professional Daiichi Sankyo Inc., Parsippany, NJ
Experience: Supervisor, End User Support 4/2007-10/2010
Monitor and review all Incident, Request, and Problem
tickets handled by the Platinum Helpdesk service team.
Report all tickets into CA ServiceDesk application and
assign tickets accordingly to Platinum Helpdesk staff. Run
weekly and monthly reports to track SLA performance,
technicians' progress and ticket handling to ensure service
requests are being handled properly and effectively, and
all SLA objectives are met or exceeded. Mentor and develop
talent, and train for advancement. Review reports with
management to develop and implement improvement plans, if
needed. Project Management duties include a launch of
upgraded CA ServiceDesk implementation. Managed project
and ensured that all stakeholders and IT groups involved
were on schedule and under budget and successfully met all
deadlines and budgetary guidelines. Oversee special
projects requiring Platinum Helpdesk assistance and ensure
projects are brought in on time and within budget
allowances. Perform monthly, half-year, and yearly reviews
with Platinum Helpdesk personnel to review performance,
objectives achieved, and submit reviews to upper management
for salary actions and yearly bonus programs. Monitor and
adjust inventory and order hardware as needed, anticipating
special projects and expansion needs. Manage
responsibility for all aspects of, and activities assigned
to, the Platinum Helpdesk.
Compucom / Cisco Systems Inc., Seattle, WA - Parsippany, NJ
Lead Support Engineer 3/2003-4/2007
Promoted to Lead Support Engineer position in 3/2003.
Central Region Technical Lead - Level 2/Remote Technical
Assistance Team Lead
Duties included:
Monitor technicians' Remedy case management queues to
ensure they are meeting Service Level Agreement objectives
and cases are being resolved properly and in a timely
manner. Run Bingo score reviews and ensure techs are
maintaining a mandatory threshold, and advise how to
improve customer service skills to keep scores above
threshold. Assist technicians with troubleshooting and
offer solutions and assist with decision making. Prepare
daily reports investigating cases that have missed SLA
objectives. Prepare weekly reports covering team
performance in all areas of case management. Ensure
company protocols and policies regarding performance and
integrity are strictly adhered to. Transferred to
Parsippany, NJ location in June, 2006.
Compucom / Cisco Systems Inc., Seattle, WA - Parsippany, NJ
(continued)
Deskside Support Engineer 3/2001-3/2003
On site support specialist. First line of support for over
200 end users for most break/fix situations. Resolved
network connectivity issues, including lost passwords,
domain changes, network client configuration, new hire
configuration and imaging, as well as software support of
listed software platforms.
EDP Contract Services, Bellevue, WA
PC Field Service Technician 12/2000-2/2001
Installed and configured Compaq workstations at Agrium
Plant in Kenai, Alaska for rollout situation. Installation
included Windows 2000, Microsoft Office 2000, and Novell
Netware configuration. Made sure of connectivity with new
Novell Server and smooth changeover from older Windows NT
servers. Provided support for end users at location and
assisted on-site transition team with support issues and
unforeseen problems. Provided support and quality
assurance for inexperienced rollout team members.
Sarcom / Go Micro, Bellevue / Redmond, WA
PC Field Service Technician 4/2000-12/2000
Installed and configured new computer equipment including
Windows 98 operating system and application software such
as Microsoft Office 2000, Publisher, Project, and Visio.
Provided on site support for end users for new systems.
Also made sure original user settings and shortcuts were
reinstalled. Traveled to various account locations
throughout the U.S. to perform these duties.
Jonach Electronics, Whippany, NJ
Computer Technician 12/1998-4/2000
Handled PC support of National Weather Service flood
warning system. Serviced, repaired and maintained flood
warning PC's at various municipalities along flood area.
Maintained other weather monitoring equipment such as rain
gauges, and weather data transmitters. Began installation
of antennas and cabling of new wireless network.
Education: DCI Computer Technology Incorporated - Parsippany, NJ
Personal Computer Systems Servicing and Troubleshooting
Secaucus High School - Secaucus, NJ
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