Support Specialist Help Desk

Euless, TX *****

Mobile: 615-***-****

*************@*****.***

DEVERICK M. MURRAY

TECHNICAL SKILLS

Software: Windows 7,8,10, &11; MS Outlook,Office,Word,Excel,OneNote,Sharepoint and Office365;Adobe Acrobat; OneDrive; DocuSign; ZenDesk; PBX/Jive Connect; LogMeIn; ScreenConnect; Paychex Flex, Stratustime, KRONOS Workforce Central; UltiPro; Salesforce Tools: Active Directory, Citrix, Remedy, ServiceNow Networking: TCP/IP, VPN, DNS, SHCP, DHCP, Firewalls, IP Addressing, Switches, and Routers WORK HISTORY & RELEVANT EXPERIENCE

Managed Operations Technology Support Specialist

Liberty Tax Service

October 2022 - Present

● Ensure offices are properly supported to operate efficiently and adhere to compliance processes

● Responsible for the setup, transfer, disconnection, and maintenance of office utilities and internet

● Tracking leases and coordinating with Landlords, field staff, and vendors to complete maintenance requests

● Prepare various reports using store metrics

● Manage billing approvals, payments, and coding

● Manage vendor and supplier relationships and communicating expected deliverables

● Database creation, management, and tracking

● Monitor and track office acquisitions and sales and oversee interdepartmental communications

● Manage asset control and assist with Help Desk requests

● Assist with tracking bank deposits

● Initial installation and configuration of desktops and peripherals

● Support software and hardware installations, configuration and troubleshooting of

● workgroup networks, broadband ISP connections, and Liberty Tax Service proprietary applications

● Support various support projects, analyze customer problems, and formulate plans of resolution

● Proactively look for way to improve processes, operations, and the customer experience

● Document incidents thoroughly and accurately

● Responsible for the secure processing and communication of customer’s personal financial information and identity

● Other duties as assigned

● Initial installation and configuration of desktops and peripherals

● Support software and hardware installations, configuration and troubleshooting of workgroup networks, broadband ISP connections, and Liberty Tax Service proprietary applications

● Support various support projects, analyze customer problems and formulate plans of resolution

● Proactively look for ways to improve processes, operations, and the customer experience

● Document incidents thoroughly and accurately

● Responsible for the secure processing and communication of customer’s personal financial information and identity

Support Specialist

Examsoft Worldwide

September 2020 - April 2022

● Provide world-class technical support via telephone, email and chat for program users

● Troubleshoot complex issues with use and installation of program

● Learn from client interactions to help innovate client experience improvements with better software and support tools

● Identify early symptoms, patterns and solutions for upcoming technology challenges

● Develop best practices, tips and training scripts for end-users on proper use of program

● Assist Quality Assurance beta testing ALL program components and installers

● Assist Quality Assurance in maintaining all program help files and documentation

● Maintain list/information for security threats, bugs and enhancements

● Maintenance of client support portal

Patient Access Specialist

Vanderbilt University Medical Center January 2020 - September 2020

● Provides service to patients and providers for the #1 adult hospital in Tennessee and Metropolitan Nashville and Monroe Carell Jr. Children’s Hospital at Vanderbilt, nationally recognized as one of the best children’s hospitals in the United States.

● Captures customer information and documents using Epic, StarPanel and other messaging systems to clinic staff and/or providers, addressing the needs of the customer with occasional guidance.

● Schedules patient appointments, escalates patients’ health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

● Answers calls for multiple areas in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call.

● Ensures accuracy in answering questions and assisting patients with requests to meet their needs.

● Captures patients information and documents using messaging systems to clinic staff and/or providers.

Software Support Specialist

Drake Software June 2019 - February 2020

● Answer, evaluate, and prioritize incoming telephone, voicemail, email, and fax requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies associated with the usage of Drake Software’s suite of tax preparation products.

● Interview end users to collect information about problems and lead users through diagnostic procedures to determine the source of any errors.

● Handles problem recognition, research, isolation, resolution and follow-up for most user problems.

● Log and track calls using a Call Log database and maintain history records and related problem documentation.

Online Services Support Technician

Paychex Inc. July 2018 – May 2019

● Utilizes multiple computer software packages, including Paychex Flex, and Salesforce, to research and answer specific client requests or questions.

● Participates in proactive client calls and other retention-oriented programs to ensure ongoing client satisfaction and high retention levels.

● Logs and documents client conversations/issues to capture trends and troubleshoot specific HRIS, payroll or related system, product, or procedural issues.

● Participates in special projects and department initiatives to facilitate ongoing product and process improvements.

● Researches and resolves billing issues from clients or field representatives to ensure accurate billing and to promote client satisfaction. Premier Solutions Support Technician

Asurion April 2014 – February 2018

● Provide a value added experience with outstanding customer service to our customers while resolving issues related to their device(s).

● Use a knowledge based system and other tools to deliver technical support solutions.

● Provide customers with logical troubleshooting to resolve operation issues.

● Proactively find new technology trends and solutions for the knowledge base system. Installation Technician

Custom Media Services July 2012 - March 2013

● Prepare and install wiring and equipment for audio/visual systems while maintaining a safe and productive environment.

Coordinate and execute daily tasks with coworkers and meet daily expectations of productivity.

Installation Technician

C.T.I.S Cable Television Installation Services September 2009 - January 2011

● Professionally and safely install and/or troubleshoot cable television, internet, and telephone systems

EDUCATION

Nashville State Community College

Computer Network Technology

August 2007 - December 2010

Associates of Applied Sciences

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