Justin Murden Email & Phone Number

Remote

Guided new clients through implementation and configuration processes for successful go-live - Created and maintained documentation for the team as the SOPs changed - Collaborated on cross-functional and technical issues to ensure client needs were met - Exceeded quarterly KPI standards by utilizing installed policies and SOPs - Provided extensive training on the resident/tenant experience and demoed the system to account managers - Delivered a 'white glove' experience for clients post-implementation - Analyzed client needs and created work order subtasks for engineers to resolve.

Alpharetta, Georgia, United States

Utilizing exceptional written and verbal communication skills while demonstrating a high level of focus and empathy. Responding to and solving customer technical requests, show an understanding of the customer’s managed hosted environment and applications within the Opentext Cloud, enabling resolution of complex technical issues. Operating, managing, and administering production applications such as Content Suite while following documented policies and procedures. Responding to and troubleshooting alerts from monitoring of applications, servers and devices sufficient to meet service level agreements. Collaborating on cross- functional and cross-product technical issues with a variety of resources including Product support, IT, Network Ops and Professional Services. Working under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed. Act as a System Admin for around 100+ cloud hosted customers, making decisions about disk space usage, virtual and physical memory specs, etc. System monitoring tools used: Zabbix, New Relic, Pagerduty, and Content Server Informant

Atlanta, Georgia, United States

Managed concurrent project plans of software, systems, and workflows to meet the business technology requirements. Operated as part of a national team dedicated to implementing omni-channel digital workflows in support of creative teams, photo studios, and page production groups to drive process improvement through optimization of technology. Planned and scheduled business “roll out” process enhancements across a wide variety of RR Donnelley and client teams. Carried out technical training events for clients and production teams. Provided level three technical support for both clients and internal teams and estimate project timelines Strong impact analysis skills with focus on application risk management Provided vendor application support and interface guidance Demonstrated ability to solve complex problems by analyzing variables and applying appropriate solutions

Dunwoody, Georgia

Led a team of product support analysts to ensure efficient and effective technical support for clients. Managed customer complaints, gathered customer requirements for product improvements, coordinated with the development team for updates, and provided comprehensive reports on product performance. Worked effectively with front-end developers in resolving client-based issues utilizing JIRA ticketing system. Provided training to end users and conduct learning forums as needed. Conducted and assisted with system enhancements, user application and quality assurance testing.