Tim Murphy Email & Phone Number

O'Fallon, MO, US

• Responsible for tier 1 and 2 customer support, enterprise desktop engineering, classroom and conference room technology, and the computer replacement program. Supporting 14K students and 4K faculty members use of.
• Led initiatives to support students, faculty and staff during the pandemic to allow for virtual and hybrid learning.
• Provided guidance and oversight for operating system upgrades for both Microsoft and Apple devices to ensure standard support and security of our client based systems.
• Transitioned external service desk to an in-house staffing model along with implementation of a new phone system and IT service management solution.
• Implemented customer service metrics to track overall support teams performance. Implemented procedures to reward high customer satisfaction ratings with staff along with procedures to seek improvement opportunities.
• Partnered with Human Resources to develop a career path for service desk and zone technicians that allowed for career growth within the Saint Louis University Information Technology Services department.

St Louis, Missouri, United States

• Responsible for course instruction for IS 5000 Enterprise Architecture and Systems Infrastructure, IS 5100 Information Systems Strategy and Management and IS 5961 Masters Research Project 1
• . Developed lecture material and in-class learning assignments for initial on-ground IS 5100 Information Systems Strategy and Management course (course delivery transitioned from fully online to on-ground in Fall 2023)
• Average student response rate for instructor evaluation for Spring/Fall 2023 of 43%
• . Average instructor rating of 3.97/4.00 for Fall 2023 which was above the mean for departmental and college ratings

St Louis, Missouri, United States

Weldon Springs, Missouri

• Lead and develop teams responsible for:
• Innovation/Integration for 3rd party service providers related to new customer service channels* Service Desk, Escalated Incident, Problem, Request Fulfillment and Change Management for Microsoft Windows Clients and.
• IT Security Management - Assessment, Deployment and Remediation of all Microsoft security vulnerabilities.
• Testing, Packaging and Distribution of all Microsoft workstation and server software.Selected Projects & Accomplishments:
• Transitioned software packaging services, software distribution, image management, field/campus request fulfillment, SCCM infrastructure, Service Desk and operating system/3rd party software patch management to 3rd.
• Developed service levels and key contractual terms to govern relationship with 3rd party service providers

Weldon Springs, Missouri

• Lead and develop teams responsible for:
• Incident, Problem, Request Fulfillment and Change Management for Microsoft Windows Clients and Servers.
• IT Security Management - Assessment, Deployment and Remediation of all Microsoft security vulnerabilities.
• Testing, Packaging and Distribution of all Microsoft workstation and server software.Accomplishments:
• Implement new organization to focus on all operational aspects of the Windows platform.
• Implement auto ticketing of Microsoft SCOM alerts within HP ServiceNow to provide measurement of volume, response and resolution times of all critical system alerts.

Weldon Springs, Missouri

• Lead and develop teams responsible for:
• Incident, Problem and Change Management for 1800+ Microsoft Windows Servers.
• Maintenance of Microsoft Windows Data Center Servers including Monthly Security Update Processes and moves/adds/changes for all Microsoft Data Center Servers.

Weldon Springs, Missouri

• Lead and develop teams responsible for:
• Escalated Incident and Problem Management for 18000+ Microsoft Windows XP and Windows 7 workstations
• Management and coordination of Windows 7 pilot efforts.
• Testing, Packaging and Distribution of all Windows workstation and server software.
• Testing, coordination and scheduling of global software deployments such as Internet Explorer 8 and Google Chrome
• Lead efforts in support of Windows 7 adoption such as Windows 7 Application compatibility and Office 2010 Testing

Weldon Springs, Missouri

• Lead and develop teams responsible for:* Engineering of Client/Server Operating Systems and Hardware Architecture* Engineering and Implementation of Client/Server Virtualization Technologies (VMware ESX)* Engineering.
• Negotiate, establish and improve vendor relationships to provide new and enhanced services.* Implementation of pilot technologies to provide feedback to architectural teams regarding overall design, support &.

• Lead and develop teams responsible for:
• Incident and Problem Management for 1800+ Microsoft Windows Servers.
• Maintenance of Microsoft Windows Data Center Servers including Monthly Security Update Processes and moves/adds/changes for all Microsoft Data Center Servers.
• Testing, Packaging and Distribution of all Windows workstation and server software.
• Implementation/Monitoring of Change Management procedures and tools for use within Windows Infrastructure Department.
• Leadership of group of I.T. decision makers including all aspects of desktop technology to review standards and new Windows desktop technologies including software, hardware and peripherals.

• Lead and develop teams responsible for:
• Testing, Packaging and Distribution of all Windows workstation and server software.
• Microsoft Windows Hardware and Operating System architecture and maintenance.
• Architecture, Maintenance and Support of Microsoft SMS and Wyse Rapport software distribution environments.

Bachelors Of Science, Business Administration (Mis)

Missouri Peace Officers Class A License