STEVEN A. MURPHY
Southfields N.Y. 10975
845-***-**** www.linkedin.com/in/stevenamurphy1 email@example.com
Project management-Supervised department staff of three technicians. Help Desk, Desktop and Field technical support for Lan Wan Operations and responsible for connectivity for 35 campus buildings, Administered and supported faculty - student network & responsible of internet connectivity. Hands on Installation and troubleshooting CAT5/6 Cabling as well as Patch Panels terminations and working also from Blueprints and Architectural Drawings. Desktop / Help Desk Analyst with over nine years working in a corporate IT environment. Reliable, organized, and versatile individual, with excellent troubleshooting, analytical, and interpersonal skills, who has a passion for providing exceptional customer service. Continually stays abreast with new technologies and has the capability to learn new tasks quickly.
Operating Systems: MS Windows XP/7/8/10
Software: MS Office 2003, 2007, 2010,2016 Adobe, Active Directory & various call tracking.
Hardware: PC, HP Printers, I-phone, Cabling CAT 5 / 6 and Remote access tools.
Protocols: TCP/IP, DHCP, LAN/WAN, RIP/ Basic Remote Software Commands for RS-232/Lan.
Uniforce Staffing /Onsite at Sharp IDP Technical Support & Media Systems Group. 03/19/17 – PRESENT
Help Desk Analyst for a variety of AV, PC, IT LAN/RS232 components.
Gather customer information and process call transactions using tracking software
Handle call volume of an average of 30 calls per day
Troubleshoot hardware and software issues with industrial display products, including interactive white boards, professional displays, video walls and projectors.
Diagnose network connectivity issues, connecting to WIFI, TCP/IP, DHCP, Static IPs
Assess cabling and source devices going to panels to determine the root cause of failure
Utilize remote access tools to deliver support to end users
Assist end users with various software for peer to peer connectivity
Offer presales advice on which panels would fit customers’ needs
Manage email support for all incoming emails to group mailbox
Enter information into knowledge base, for the purpose of reducing overall call times
Stay current with new technologies and products which come on to the market
CORE BTS LLC Consultant / Liberty Central School District, Liberty NY 12/29/15 – 02/12/17
Help Desk Representative / Desktop Technician/ Consultant.
Provided level 1 support to 1,500+ employees in over 135 branches as well as all departmental personnel. Handled a call volume of an average of 50 calls per day, including email and/or remote assistance.
Troubleshot, researched, logged, tracked, resolved, and followed up on issues or questions regarding applicable systems and products. Utilized Windows Remote Assistance to provide technical support to end users.
Remote Clinical Software support agent for 70 Medical facilities. Supporting Proprietary software, Active Directory account and group creations, password resets and unlock accounts, GPO editing. Document and escalate issues using Service Center Pro software, Logging calls using software to escalate to Technicians in the Field, communicating and working with other departments to resolve them as quickly and efficiently as possible. Performed Add / Remove / Move clients, password resets in Active Directory.
Troubleshot connectivity and hardware issues, including printers. Processed employee new hire, termination, and position/location changes.
Help Desk and Onsite Desktop Support Technician/ Information System Coordinator Support.
RadNet Inc. / Mid-Rockland Imaging 12/29/2014 – 05/29/2015
Remote Clinical Software support agent for 70 Medical facilities. Supporting Proprietary software, Active Directory account and group creations, password resets and unlock accounts, GPO editing. Document and escalate issues using Service Center Pro software, Logging calls using software to escalate to Technicians in the Field, communicating and working with other departments to resolve them as quickly and efficiently as possible.
Troubleshoot using remote software diagnostic tools such as VNC and Team Viewer to install software & web links shortcuts & Mapping drives for Windows XP and 7 desktops. Build, Image, trouble shoot & install medical facilities Workstations. Install & troubleshoot Networked and USB connected Printers & Scanners.
Level 3 Help Desk Specialist - Senior Service Center Analyst.
Time Warner Cable LLC 05/2005 – 03/2014
Troubleshooting Apple Macintosh OS X leopard 10.5 – 10.7 cable internet access, high speed cable modems. • Provide advanced technical phone support for High Speed Data & VoIP services, diagnosis and resolution of wireless networking.
Document and escalate issues in IssueTrak and EvenTrak by communicating and working with other departments, ISPs, and business partners in order to resolve them as quickly and efficiently as possible.
Monitor the hybrid fiber coax network as needed to troubleshoot by utilizing various network diagnostic tools and reports of system outages. Utilization and FEC reporting tools.
Provide support to installers and field technicians when appropriate and as needed. Mentoring and training other coworkers with disabilities all while being Senior Level Help Desk Analyst.
CompTIA A+ CompTIA Network + MOS / MCP / MTA Windows 7
Synappx Meeting and Go Technical Training from SHARP Academy