Technical Support Sales
Resume:
Joshua M Murray
Rochester, New York 14617
*************@*****.***
MISSION STATEMENT
I am a forward thinking management professional who brings a combination of ideals to the table. My past experiences allow me to be creative in my approaches to solve a variety of business decisions and be an active member of a team atmosphere. PROFESSIONAL EXPERIENCE
Business Development Associate 2012 to 2017
ECC Technologies, Rochester, New York
ECC Technologies; Organized connectivity to Medicare using software systems.
● Managed groups of healthcare payers/providers, billing services and clearinghouses to ensure connectivity/network support so claims can be processed and paid out accurately and efficiently.
● Handled many intricate details of the remote installation of FTP/SFTP/VPN/Emulator software.
● Provided all new user training connectivity services of numerous software programs.
● Marketed new software by expanding the active client base through mass email notifications, telephone networking and paper communications.
● Detected problems and reporting appropriate feedback to clients in response while upselling new products to increase business sales.
● Trained and monitored new employees on all areas of sales, technical support and troubleshooting.
● Maintained strong attention to details with Niagara Frontier Transportation Authority
(NFTA) telecommunications policies and procedures.
● Supervision of telecommunication account at State University of New York Brockport. Senior Analyst/Collections Representative 2010 to 2011 EOS CCA, Rochester, New York
EOS CCA; Receivable & professional solutions nationally in regards to credit services.
● Guided numerous sales teams, refining and implementing business requirements for financial receivable systems, web portals, for new engagements from inception to completion.
● Manufactured pre-sale docs, technical and system prototypes during the sales Phase.
Customer Service/Tech Support Level III 2011
Blue Tie Inc., Rochester, New York
Blue Tie Inc.; Provides host email with collaboration solutions to a national client base.
● Enforced existing policies with clients and sales team to streamline the gathering process of information during the transition of email providers.
● Utilized internal business requirements with guided kickoff meetings, one-on- one client sessions, and ongoing communications for continuous improvement.
● Oversaw during continuous monitoring any production or requirement issues with large accounts as the primary point of contact to resolve and recommend improvements.
Setup & Maintenance HRS Specialist I/Operations Service Center Advisor II 2007-2010 Paychex Inc., Rochester, New York
Paychex; Offers payroll, human resources and benefits outsourcing.
● Suggested recommendations to design use of payroll software solutions.
● Assumed key role on payroll processing enhancements.
● Conducted competitive analyses of company hardware and software programs.
● Mentored new employees to company procedures, business processes, as well as provided training on relevant software packages. STRATEGIC COMPETENCIES
Workflow Optimization
Call Center Operation
Technical Support
Financial Operations
Telecom & Marketing
Development Team
Relationship Building
Call Center Management
Offshore Development Practices
Project Management
Release Management
Enterprise Content Management
Labor Planning
Protected Data Collection
CAREER RELATED TECHNICAL SUMMARY
Windows XP,7 & 8, & 10, GoToAssist Remote Access, Cisco AnyConnect VPN, FTP/SFTP, Medicare's Mainframe 3270 Emulator, SharePoint, MS Excel, MS Project, MS Visio, MS PowerPoint, MS Access, Adobe Acrobat, Outlook, Sourceforge, Smartbins, Cloudmark, Oracle Solutions, Accent, Google Chrome, various ticketing software and healthcare applications.
EDUCATION
Monroe Community College, Associates Degree
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