TIM MURRAY

***** ***** **** ****

Coral Springs, Florida 33065

Phone: 954-***-**** Email: acy8i0@r.postjobfree.com

http://www.linkedin.com/pub/5/806/89b

Summary of qualifications

I am a proven asset with a strong work ethic and self motivation. An employee who leads by example in performance of everyday duties. I strive to be a generalist rather than a specialist.

Internet

Completed training on Shopsite, Mercantec and other e-commerce platforms

Trained on Internet design and security, PHP and Perl programming and bash shell scripting

Experience with Hosted Exchange and Google collaboration tools

IT and Data Processing

MS Certification 070-058 "Networking Essentials"

A+ Certification D75DTT4316

Experienced in on-site repairs of Compaq, Dell, Acer desktops and servers

Experienced with ITIL practices

Proficient at the installation of Ubuntu, Suse, Mandrake and Centos LINUX as a desktop OS

Knowledge of Active directory (adding/ removing users, Groups)

Experienced with all versions of Windows including upgrades to Windows 10

Knowledgeable with ticketing software such as Remedy, BMC Magic, Solarwinds and Connectwise

Experienced with remote monitoring software such as Labtech, Bomgar, Logmein Rescue, Team viewer, Remote Desktop and other VNC clients

Soft Skills

Strong interpersonal skills in team management coaching and technical assisting

Exceptional customer relations; able to explain difficult concepts and persuade users

Able to work alone and multi task well.

WORK HISTORY

Plum Choice, Inc. Coral Springs, FL (remote contractor) 09/2016 - currently

Technical Support Specialist

Providing phone customer and technical support dispatching to appropriate parties

Responsible for opening new accounts with tech support pro

Accept incoming calls from end users assist them with wireless connectivity questions or issues they may have

Phone support for end users with virus or malware issues on their devices

Working with remote connections

Advanced operating knowledge of Windows 10 and Windows 8

Flanigans Enterprises Fort Lauderdale, Florida 8/15 – 5-16

Helpdesk Technician

Troubleshoot and resolves reasonably complex end-user hardware/software problems including remote access software.

Perform new computer configuration and setup and coordinates the workstation upgrade/replacement process.

Track end user requests for equipment and problems reporting by opening cases and keeping case histories current and complete.

Supports computer users with installation of hardware/software and networking components to meet personal computer needs.

Kaplan University, Fort Lauderdale, FL 11/13 – 8/15

Support and Solutions Representative

Support for Kaplan's Online and Campus based courses

Heavy use of Campus View, Gmail and other Google apps

Selected for Mount Washington College Training with use of the Salesforce CRM

Provided chat, email, and phone support

Used password resets, Active Directory and remote login to resolve end user issues

Contract work 01/12– 11/13

Insight Global Fort Lauderdale, Fl

Software Support Specialist – Contract employee for RMS

Tasked with learning the REO-central application with the goal of implementing it, a new software designed for the handling of foreclosed reverse mortgage properties. Performed pre-release QA testing and helped search for bugs

Teksystems Ft Lauderdale, Fl

Product Support Analyst - Contract employee for Altisource (an Ocwen Company)

Assisted with minimizing downtime and serving as personal contact to mortgage specialists improving the functioning of applications in a Citrix environment and assisted with IT questions and desktop support issues. I created a daily spreadsheet of nationwide issues.

Tech USA Maitland, Florida

RF Radio Tester – Contract employee for Motorola

Worked with Miami Dade Fire Rescue to test and improve 911 dispatch coverage, finished the project under budget and 1 month faster than expectations. Responsible in guiding testing Dade county GPS coordinates Aided by a 2 man team I helped to plot out the radio connections thru out Metro Dade.

CrossTec Corporation, Boca Raton, FL 09/11 – 1/12 PRODUCT SUPPORT SPECIALIST

I was assigned to support 2 products: SchoolVue a classroom management software suite offering instructors control of classroom technology and SoftXpand a software solution that converts standard PCs into multiple stations

Conducted debugging and provided customer service problem resolution technical issues on pre and post-sale by analytical troubleshooting on current and new products. Identified the problem and provided needed support for resolution.

I was responsible for troubleshooting on internal office hardware and software on computers and servers support in a environment with a mix Dell and IBM PCs and servers; including a mix of different manufacturers.

Verio, Inc. Boca Raton, Fl 09/99 - 06/11

TEAM LEADER/ TECHNICIAN - LEVEL 2

Promoted to level 2 position early on then moved to to plan, coordinate, and direct research on computer-related company needs and to manage the escalation of calls requiring additional assistance and consulting with other

managers.

Provided second level support to phone technicians,oversaw network security practices and Internet operations.

Demonstrated excellent communication, interpersonal and coaching skills to effectively manage

customer contact when dealing with sensitive and complex issues.

Wrote new opening phone scripts that are currently in use.

Provided technical leadership and consistent coaching of a high performance team.

Implemented and lead team building initiatives and provided ongoing training of technical support

representatives.

Accountable for Call-back cases and escalated cases.

Responsible for Free BSD, Linux, and Windows 2003 servers in a web hosting environment using Apache and IIS6.

Provided customized support and training for technicians and users.

Communicated routinely by email and phone support to address server side issues.

Provided basic web design and troubleshooting for end users.

Conducted e-commerce and script troubleshooting.

The Answer Group (TAG), Ft. Lauderdale, FL 02/98 – 08/99

LAPTOP TECHNICIAN - LEVEL 2

Provided dedicated support to company clients; accepted over 250 calls per week

Trained team on management of demanding technical challenges.

Worked with Windows 95, 98, NT and Novell servers assisting clients with diverse connection issues.

Served on special escalation team managed and delivered second level support.

Diagnosed hardware and software issues.

Responsible for training and support of new technicians.

Earned A+ and MS Certifications through work experience.

EDUCATION

Competed classes at Miami-Dade College and continuing at Broward College (Computer science)

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