Murphy J. Mitchell Email & Phone Number

Perform daily shift management responsibilities and deliver Tier 2/3 support as contractor for FAA; supervise technical staff of two.

Support Program Manager with day-to-day help desk operations and provides first-level evaluations of employees and interviewees. Provide effective tier 1 and 2 support services to FAA employees. Manage employee work schedules and time off. Deliver application education to Federal Aviation Administration (FAA) employees and NOC staff. Commended for ensuring an increase of market share through dedicated and consistent client follow up and fostering relationships. Excelled in supporting high volume calls and thoroughly resolving/escalating technical issues.

with day-to-day help desk operations and provides first-level evaluations of employees and interviewees. Provide effective tier 1 and 2 support services to FAA employees. Manage employee work schedules and time off. Deliver application education to Federal Aviation Administration (FAA) employees and NOC staff.Commended for ensuring an increase of market share through dedicated and consistent client follow up and fostering relationships.Excelled in supporting high volume calls and thoroughly resolving/escalating technical issues.

Assumed responsibilities of Networking Technician and Help Desk Supervisor to include the supervision of seven employees during day shift operations. Provided on the job training to new/current employees and coordinated schedules for the staff of seven; facilitated staff briefings. Investigated and resolved complaints; conducted Tier 1 evaluations on trouble tickets. Frequently delegated work assignments to technical team increased efficiency, security, and reliability of servers. Provided remote 24/7 assistance to all Network Operating Center shifts when issues arose.

Managed and monitored networks for FAA and offered Tier 1 & 2 Help Desk (phone) support to more than 35,000 FAA employees. Monitored over 450 Windows based FAA servers and network alarms daily and documented online activity. Completed troubleshooting by remote commands and coordinated technical resources to the site and field technicians. Offered customer support for two applications designed especially for the FAA. Entered trouble tickets through Heat and Remedy programs. Directed server maintenance (i.e. reboots, software installations), created/deleted Power User accounts, reset passwords and usernames, and provided educational instructions on software.

Fairfax County Government

Oversaw the day-to-day computer center operations which included supervision of two employees, one homework teacher, and more than 100 school aged children per week. Maintained and repaired 34 network computer stations and computer labs. Instructed students age 5-18 in basic computer skills (i.e. Microsoft Suite, Internet navigation, basic computer repairs, and maintenance). Maintained the center's monthly budget and program supplies. Ensured accurate student attendance tracking and scheduling.

Alexandria, Virginia

Efficiently transferred large volumes of sensitive paper documents/photos to digital formats and inserted digital codes of computer images.; Tier 2 Data Center Support, System Installation, End User Training, IS Service / Support Management, Help Desk Support/Desktop and Laptop Support Tier 2 & 3, Client Relations / Support, CRM Support, Wireless Installation; Dameware 7.

Education record

Netowrk Information Techonogy Certificate, Network Information Technology

Course work in MSCE, Network +, CCNA, and "A+

Bachelor Of Science In Sociolgy/Criminal Justice, Sociology