Eli Murphy Email & Phone Number

• This position includes managing and guiding the entire support division of Provision Security, including Tier 3 Support (Software Support, Install Support, and Tech Support), Dispatch, Field Services, and Incident.
• Guided hardware support to an 83% reduction in open tickets (915 to 150 avg), a 97% reduction in maximum open time (from 70 weeks to 2 weeks), while experiencing a 29% reduction in staff, adding 2 additional brand.
• Managed departmental involvement in rollout of proprietary hardware & software to affect over 4700 locations in 36 countries, with an estimated project cost of over $4.6 million.
• Restructured multiple support teams for efficiency, including the BPO of support to a 3rd party, establishing standards and direction, with an estimated project cost of over $8 million.

• The Technology & Install Support Manager position expands upon the previous role. As the TIM, I manage the direction and development of multiple departments (Technical Support & Install Support) while guiding.
• Streamlined international vendor onboarding, support, and escalation processes. Significantly increased vendor knowledge, support turnaround. Reduced full training process (including product shipment and procurement).
• Managed departmental involvement in hardware product development of proprietary hardware & software to affect over 4700 locations in 36 countries, including assisting in domestic installation, design, beta-testing and.
• Built, modified, and established global technology standards for franchise systems through cross departmental communications. Collaborated with international franchisees in development of peripheral operational and SLA.
• Established communication across multiple technical departments to create a unified approach to business and product needs through biweekly “tech talk, reducing departmental silos and product development/maintenance.

As the Install Support Manager, I was responsible for leading and developing a team of Install Support Engineers that handle both phone and on-site technical assistance to both domestic and international installation and technology vendors. In this role, I defined policy and process for our front-line on-site representatives, collaborated with multiple.

Woodbury, MN

• In this role, I collaborated with ProVision departments and teams to develop a deep understanding of current business processes. In turn, I document and recommend future changes towards the betterment of the overall.
• Managed business process outsourcing project; enhancing support services from “after hours only” to a 24/7 front line technical support to allow enhanced & scalable services for future expansion.
• Guided redesign of telephony system for multiple projects, including Technical Support Escalation Structure, Company-wide (ProVision Security) call flow, and additional implementation.
• Created high level, interactive documentation of all company positions, primary & secondary duty workflows, impacted teams & tools; resulting in expedited executive onboarding, assisted in guiding.

Hastings, MN

• Led, managed, and developed a team of over 18 technicians, responsible for providing support of low voltage and technological solutions for franchise staff and installation technicians across the world (over 4,000.
• Increased department ticket resolution performance by 30% while simultaneously reducing staff by 16% within first 6 months.
• Restructured Technical Support team & workflow, increasing service quality and resolution speed, a primary factor to raising company NPS score from -8 to 70+ within first 6 months of implementation (Annual scores of.
• Developed staff, which resulted in 8 cross-departmental and 9 additional intra-departmental staff promotions within the first 18 months; accounted for over 50% of entire company promotions spanning 24 months.
• Managed transfer of after hour services from an emergency messaging service to a level 0-1 technical support services provider, allowing 24/7 support model.
• Streamlined several interdepartmental processes, reducing open quote inquiry time from 60 days to 4 days.

• Technical Support Lead (Feb 2015-2017)Technical Support Analyst (Feb 2010- 2015)Provided internal front-line workflow guidance, training, and support escalations. Additionally, provided end-user support for independent.
• Designed, created and implemented the new technician ability and comprehension training program and manual for internal technicians; Performed multiple interdepartmental product training and support for Sales.
• Created domestic and global end-user documentation and training materials, including multiple product user guides and interactive training videos for proprietary cloud-based CRM, Access Control, Surveillance, Burglary.
• Provided Level 3 support and escalation resolution for Alarm, Access Control, CCTV, Proprietary Cloud-based Software, Windows XP/7/8.1/10/Android/IOS based Product Software, Basic Networking, and other Product.

Minneapolis, MN

-Systems design: Burglary, Surveillence, Access Control, etc-Equipment Installation, Service & Troubleshooting: Burglary, CCTV, Access Control, etc-Customer Training: User Guide/ Installation Instruction Guide Creation, On-site product demonstration-Customer Service via Phone & In Person; 24/7 support;-Product Research, Data Entry-Sales, Inventory.

Bachelor'S Degree, Business Management And Leadership, 4.0

Associate Of Arts - Aa, Business Management And Leadership, 4.0

Graduated with Honors (4.0 GPA)

Speech Communications