Michael Mcmurry Email & Phone Number

Phoenix, Arizona, United States

Phoenix, Arizona Area

IT Remote Desktop Support – Charles Schwab & Co, Inc. 07/15 – Current• Back-up Team Lead o Providing escalation support for the front line and giving direction as needed.o Monitoring SLA to make sure we have the staffing and phone support to meet those levels.o Taking ownership of major issues and sending communication/updates to the team. o Creating PBI’s for relationship and to accurately report issues for patches or resolutions. o Working with ITO to successfully report and monitor issue(s) until fully restored.• Remote Desktop Support Roleo Supporting our internal Schwab Workforce to resolve or report issues with their computer, printers, mobile phone, applications etc... o Capturing all data necessary to report issues as needed within Remedy/SmartIT.• Outlook Support SME o Providing technical Support and how-to help for our Schwab Workforce.o Monitoring Queue and Outlook Support Mailbox questions to promptly get back to our peers with answers to questions or to resolve their issues.o Gathering reported data for major issues and working with outside departments for restoration.• Quality Assuranceo Remedy Standards – Thoroughly checking incidents submitted to make sure details are properly identified and recorded into the system. Including: Template Usage, Prod/Ops Cat, Resolution, Notes and proper assignment.o Call Monitoring – Using Verint call recordings to monitor and coach individuals to make sure the experience provided matches the Schwab culture and defines our process. Priority Tools Used:SCCMWeb, SmartIT/Remedy, KCS for Knowledgebase, Configuration Manager Remote Control, ADUC

Education record

Activities and Societies: Fine art and graphic designUse of illistration programs to design incredible pieces or inhance pictures.

Art/Art Studies, General