Customer Service Management

JONATHAN T. MURPHY

**** *** ** ****** **. Box **

Whitefish Falls, Ontario, P0P 2H0

Email: ***********@*****.***

Home: 705-***-****

Cell: 705-***-****

PROFILE

I recently graduated from Algoma University in Sault Ste. Marie with a four year Computer Science

Degree. My education provided a comprehensive set of skills through a diversity of Computer Science

courses that were complemented with an additional focus on e-Business and Economics.

My summer workplaces required a conscientious, productive, and collaborative approach in order to

fulfill all responsibilities. Each of these job experiences allowed me to build upon and develop strong

skills in the areas of communications, customer and colleague interactions and analytical approaches. I

was able to quickly utilize these skills to effectively and efficiently organize and prioritize tasks towards

successful completion/resolution in order to achieve a high level of customer satisfaction.

Additional key strengths that I have developed throughout my work and educational years include the

capability to grasp new concepts and procedures quickly, and to readily welcome opportunities to

embrace and address new challenges.

EDUCATION

Bachelor of Computer Science (BSc) (December 2013)

Algoma University, Sault Ste. Marie, Ontario

Graduated with a 90% Average

Espanola High School, Espanola, Ontario

Graduated with a 95% average (Ontario Scholar)

Awards and Competitions:

Academic Achievement Plaque (student with an average >= 90%)

Science Proficiency Award (student with highest average in two science courses)

Knights of Columbus Scholarship (student with high academic achievement)

Yearly participation in Waterloo Mathematics Contest, achieving excellent results

JONATHAN T. MURPHY

EDUCATIONAL STUDIES & PROJECTS

PROGRAMMING LANGUAGES

• Comparative study of programming languages including run-time considerations

• Used strong analytical and methodology skills to resolve a series of typical problems in engineering

and technology

• Java programming that was utilized throughout the four year course for the majority of projects

• SQL database programming, including data definition, single & multiple table queries, database

updates & administration, embedded SQL, report formatting, data protection and security

• Assembly language including computer organization and instruction set architecture

• Object-oriented programming using ANSI C++ including fundamentals, pointers, classes, I/O

streams and file processing, application of classes to data structures, templates and the standard

template library

• Fourth year project on implementing ant colony optimization algorithms to find solutions to the

travelling salesman problem

OPERATING SYSTEMS/PLATFORMS

• Studied the structure of operating systems, dynamic procedure activation, process control, memory

management, file system and the operation and control of I/O processors and devices

• UNIX environment including the shell, shell programming using scripts

• Internet environment and tools including the use of advanced editors, Java, JavaScript, web

browsers, ftp and the creation and maintenance of web pages and web sites

• Projects were assigned individually and as group projects, with an example of a group project

consisting of the creation of a web page to represent a sample business

DATA MANAGEMENT

• Advanced data structure focus included the analysis of algorithms, pointers, dynamic memory

structures, recursive programming techniques and the elimination of recursion

• Logical modelling of databases including relational, network and hierarchical

• Database integrity and security management

• Database query languages and optimization of queries along with normalization

• One of the data management projects involved designing a database for a police department to

trace fines and other types of police department data, along with designing queries to retrieve the

data through various search methods

APPLICATION MANAGEMENT

• Studied methodologies for the entire software development life cycle including specifications

gathering (functional and non-functional), analysis, design, development, testing, implementation,

documentation and maintenance of software applications

JONATHAN T. MURPHY

• Prepared a schedule with tasks and scheduled due dates for each phase of the police department

tracking project

• Designed, developed, tested, and implemented the police tracking system based on specified

requirements

BUSINESS/ECONOMICS

• Microeconomics involving the tools of analysis and allocation, along with the theories of the

behaviour of consumers, firms, competitive markets and monopolies

• Macroeconomics with a focus on processes within a closed economy and analysis of government

stabilization policies

• Electronic commerce from a management and technical perspective

• Methods to stay current with emerging technologies including networks, security, and privacy

• Completed an assignment to prepare a budget for a sample organization

HARDWARE and SUPPORT

• Organization of computer components, methods of information transfer, central processing unit,

data flow and control design and memory organization

• Computer networks structure for applications such as mail networks, electronic office

environments and distributed file systems

• Experience obtained in providing support for three summers to personnel within the Espanola

Regional Hospital and Health Centre

EMPLOYMENT EXPERIENCE

TEACHING ASSISTANT

Algoma University – Sept to Dec 2013

• Assisted third year students with programming assignments

• Assessed and marked student projects & assignments

IT SUPPORT, INFORMATION TECHNOLOGY DEPARTMENT

Espanola Regional Hospital and Health Centre – May to September 2011, 2012 & 2013

During the last three consecutive summers I was responsible for providing IT support services for

personnel throughout the hospital and the adjacent medical clinic and long-term care facility. Examples

of the services provided are as follows:

• Installed operating systems, patches and upgrades on desktop and laptop systems

• Analyzed, conducted troubleshooting, and resolved system hardware, software and networking

issues

• Configured, optimized, fine-tuned and monitored operating software and servers

• Performed system backups and recovery

• Conducted server builds

JONATHAN T. MURPHY

• Documented service calls, using a ticketing system, frequent communications with managers, and

self-managed the support services when managers were off-site at other regional facilities within

the Health Centre

CUSTOMER SERVICE REPRESENTATIVE & PHOTO LAB MANAGEMENT

Winkel’s Independent Grocer – 2008 to 2010

• Assisted customers in resolving issues of concern such as product returns, pricing and checkout

errors, and also served customers in the garden centre

• Responsible for all operations of the photo lab including customer film receipt and delivery along

with maintaining the photo printing machines and ordering of supplies

MENTORSHIP/VOLUNTEER EXPERIENCE

• Tutored fellow students at the university with their programming assignments

• Provided mathematics tutoring for elementary and secondary school students

• IT support including computer maintenance for friends and family

• Provided landscaping, lawn work, painting and pet care duties for an elderly neighbour

REFERENCES

Personal and business references available upon request

Contact this candidate