Joshua Murray Email and Phone Number

♣ Discovered current and future needs of the company and presented current technologies to assist in the selection of the tech stack used for the application infrastructure ♣ Setup short-term ecommerce solution (Shopify) to provide website “filler” until application launch♣ Designed/created a LEMP stack application using Laravel, Node.js, and Vue.js to fulfill company services in parallel with internal company needs (authentication, e-commerce, storage, CNC machine automation, real-time chat, and automatic inventory oversight/purchasing via API).♣ Designed system to be scalable and easy to maintain, using TDD (Mocha, Chai, PHPunit) with more than 97% coverage ♣ Setup AWS/Server storage to rapidly handle the queued upload of several types of large format 3d models, without the need for the user to wait long periods for the upload to complete. ♣ Automation of CNC machine selection, based on the dimensions/materials needed by calculating and adapting to the 3d model provided.♣ Assisted in the creation of CAM post processors (Autodesk Fusion 360, JavaScript) for the client’s custom CNC machinery

♣ Designed staff performance reporting system including KPIs, scheduling, time-off requests, service levels, and digital documentation for thousands of employees and contractors♣ Integrated CudaTel/Freeswitch Telephony System to create a real-time CTI for handling incoming call intake using web-sockets and RESTful APIs, used to track caller information and call durations for per-minute invoicing and reporting♣ Developed video-remote-interpreting system using WebRTC and real-time presence, for thousands of users, while maintaining video quality levels and providing accessibility to clients with limited platform availability♣ Created an intake system for In-Person Interpretation requests, allowing clients to perform requests via web form, while providing real-time scheduling with email/text reminders to assist with the management of the requests♣ Built a custom CRM to maintain 5000+ client contacts, fully integrated with all aforementioned systems, which provided automated reporting and usage level alerts across all service points♣ Developed a system to generate multi-service invoices, reports and statistics, customizable to each client through the internal CRM, while ensuring extreme accuracy levels for call times, due to the per-minute nature of charges, and fluctuations of the phone numbers used to access services.♣ Designed MySQL DB structure, containing millions of service records, thousands of clients and users, all of which must be available in near real-time

Communication of highly technical details to agents/customers to resolve issues and improve understanding of specific technologiesCall center support: answering calls, and other duties, including leading in trainings and assisting with new policy structuring and rolloutsCreation of software tools to improve departmental and individual efficiencyParticipation in several project launches to improve department processes and lead others to establish changesRecipient of first ever “Cutting Edge” award for role in departmental improvements and implementations

Began providing general customer service but quickly gained knowledge and was advanced to escalations and cancellationsEducating customers on policy as it pertains to all services and satellite technologiesRanked 3rd in the call center for selling/upselling of high-margin programming until advancementWorked with teammates to gain highest sales rank in the call center, increasing our team’s sales by 42% in 2 months