resume kelly murphy
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Kelly Murphy [email protected], Texas 512-783-4316
Customer/Technical Support – Powerhouse Management/Golden Frog/Texas.netApril 2014 – September 2014Support for VyprVPN service, DumpTruck cloud storage, Cyphr DNS encryption applicationE-mail and chat support of VPN connection issues, configuration of VPN protocols – PPTP, L2TP, OpenVPN, and proprietary ChameleonSupport for Windows, Mac OS X, iOS, and Android platforms and devicesPhone support of Texas.net customers, e-mail client configuration, billing concerns
Customer/Technical Support - Nest, Labs(contractor)February 2014 – April 2014Post-sales support of Nest Learning Thermostat and Protect Smoke AlarmAssisted U.S., U.K. and other international markets, phone support, assisted customer with HVAC wiring of the thermostat, identify wiring, determine compatibility, installation of Protect Smoke Alarm and Bluetooth pairing. Assisted with installation and use iOS and Android app used to control thermostat and smoke alarm remotely.
Product Support Engineer - LifeSize Communications, a division of LogitechSeptember 2010 – August 2013Pre and post sales phone support of the line of LifeSize-branded line of video conferencing hardware systems and video conferencing software productsSkills developedAssisted with video conference system configuration and network configuration, include DHCP/Static IP configuration, DNS configurationUse of SSH to perform firmware updates of video conference systemsUse of TraceRoute through video conference systems to diagnose latency issuesStrong understanding of product configuration for both new and end of life hardware endpointsGood understanding of standards based video conference protocols, H.323 and SIP, Good understanding of network routingUse of Wireshark to read and interpret network traces and endpoint log files.Basic firewall configuration, NAT traversalRemote Desktop support -TeamViewer, GoTo Meeting, JoinMeNew employee trainingSalesforce problem tracking web applicationOracle order management system
Desktop Support Technician - The Boon Group/Volt ContractorAugust 2010 – September 2010Customer facing computer support for Boon Group employee working with Dell desktop and laptop computers.Skills developedBasic Active Directory Account ManagementNorton GhostManaged project to refurbish older Dell desktop computers
Senior Technical Support Representative - Unisys CorporationFebruary 2001 – July 2010First line of computer technical support over the phone and through use of remote desktop support applications for various corporations wishing to outsource some duties of IT support. Skills developed
Kelly Murphy [email protected], Texas 512-783-4316
Basic Active Directory Account ManagementExperience with Windows XP User Rights ManagementLAN and Wireless connectivity troubleshooting, including VPN connectivityAdvanced account creation using Baxter Product Lifecycle Management (BPLM) document repositoryTroubleshoot, repair, update, and re-install Windows XP Maintain, repair, update, and re-install Microsoft Office (2000 – 2007) products including Outlook 2007Client specific Lotus Notes trainingMaintain system integrity against viral infections, including removal of malware and spywareExperience with WinVNC, WebEx and PCAnywhere remote desktop applicationsTrack all issues outstanding and resolved help desk tickets created via Peregrine Systems Service Center software.Create and track/resolve ticket requests as submitted via email through Avaya Agent software. Trained helpdesk agents in the use of the Avaya agent web client for processing email issues.
Computer Support Technician - Dell Computer Corporation August 2000 – November 2000
Account Support Representative - Electronics Arts/Origins Systems, Inc.May 2000 – August 2000
Presentation/Marketing Graphics - IBM Corporation, Marketing Division/Manpower ContractorJune 1992 – December 1999
Phone Sales Representative, Part-Time - Golfsmith InternationalApril 1997 – August 1999
CertificationsCompTIA A+Video conference sales professional\Video conference technical professional
VolunteeringTexas Rowing CenterCoaching for novice rowers
Circuit of the Americas / Texas World SpeedwayFlagging and Communication
Meals on Wheels, food delivery