Donald Murphy Ii Email & Phone Number

Calgary, Alberta, Canada

In my role, I provided first-level and second-level technical support to end-users via phone, email, and chat. I logged and tracked incidents and service requests using a ticketing system, ensuring timely resolution. I diagnosed and resolved technical issues related to hardware, software, network, and other IT systems. When necessary, I escalated complex issues to higher-level support teams or specialists. Additionally, I assisted users with IT-related queries and provided training on new systems or software. I also set up new hardware for users and configure mobile devices.

High River, Alberta, Canada

In my role, I provided support services to a large staff of over 2000, utilizing my analytical and diagnostic skills. I troubleshooted issues using remote connections, phone, and email, always prioritizing strong customer service, active listening, and interpersonal skills. I efficiently monitored and created tickets in the Freshworks ticketing system, while demonstrating effective time management and organizational abilities. I actively maintained and updated the system knowledge repository as required and contributed to emergency communication strategies through clear written communication in help documents and user guides. Additionally, I also set up accounts on various systems such as Active Directory, Office 365, Epic, Rating Services, One Span, Rek N Reg, Siganrre, and the Thinktel phone system. Managing inventory was another aspect of my responsibilities, including shipping and receiving hardware, ordering necessary supplies, and handling the imaging process for laptops and desktops.

Calgary, Canada Area

In my role as a Systems Analyst at Bow Valley College, I supported over 500 staff and 15,000 students annually. I achieved a high ticket-resolution turnaround time, resolving 80% of assigned tickets within 24 hours. Using remote connections, phone, and email, I effectively troubleshooted issues while demonstrating strong listening and interpersonal skills. I monitored and created tickets in Service Now, maintained the system knowledge repository, and contributed to disaster recovery processes. I also assisted in communication strategies, technology change management, and adhered to security practices. Additionally, I handled account setups using Active Directory, Office 365, and Agresso.

Midland, On

As a self-employed business, I utilize my diagnosing and analytical skills to provide assistance to clients with computer hardware and software issues. I offer training and consulting services to businesses and individuals, helping them find software and hardware solutions that meet their technical needs. Additionally, I handle the maintenance and installation of various hardware, software, and operating systems, efficiently resolving problems while demonstrating excellent listening and customer service skills. Furthermore, I take care of managing billing and payments for my services.

Barrie, Ontario

As a Deployment Technician I am part of a team responsible for moving existing workstations and installing new workstations at the Royal Victoria Hospital in Barrie.This was a contract position.

Barrie, Ontario

As a member of the Geek Squad I performed maintenance on customer computers as well as provided customer support.

Orillia, Ontario

I provided technical support for cable TV customers. I received a Certificate of Excellence for customer service.

- Answer internet and technical support calls from customers- Test modems and install and repair computer hardware for customers

- Called back after Co-op position to work under contract to assist IT team- Installing and configuring computers and troubleshooting technical issues

- Checking and clearing incoming IT support tickets by analyzing customer IT issues

- Assisting students and troubleshooting printers and computer equipment- Administrative Tasks and Customer Service