Alexis Murdoch
Rocklin,CA
Summary
Developed skills in fast-paced IT environment, focusing on network management and system security. Adept at troubleshooting and resolving complex technical issues, ensuring seamless operations. Seeking to leverage these transferrable skills in new, challenging role.
Overview
8
8
years of professional experience
Work History
Information Technology Associate
California Department of Corrections and Rehabilitation
Sacramento, CA
03.2020 - Current
- Provide immediate tier 1 and tier 2 customer service to users that have hardware, software, application, or network issues via ServiceNow ticketing system, Avaya Cell Center phone system, Microsoft Teams, or email
- Provide customer support for a variety of internal and external applications such as SOMS eOMIS, ERMS, OBIEE, AirWatch, SAFE, BIS, PVDTS, V-Track, Microsoft Office, Big IP VPN, and VMWare Horizon Client
- Utilize Windows PowerShell in order to build, test, and run different scrips that help assist in creating or updating CDCR accounts
- Managed network infrastructure to ensure high availability and optimal connectivity for all users.
- Lead and mentor cross-functional IT teams, fostering a culture of collaboration and continuous improvement.
- Demonstrate strong analytical and critical thinking skills when providing an immediate resolution or escalation of the issue to the appropriate support group for the customer
- Utilize Microsoft Active Directory as an account creation and deletion, identity management, user provisioning, and reporting tool
- Utilize Windows Remote Assistance and Dameware to assist users remotely and in a time effective manner
- Analyze and update policies and procedures for Service Desk, Service Management, Network Monitoring and Provisioning for impacts in changes
- Establish and maintain IT policies and procedures that adhered to industry best practices and regulatory requirements within EIS/CSFO in order to ensure that the customer receives the quickest and most efficient service possible.
- Train staff on best practices for data protection, password security, and phishing prevention.
- Document, create, and implement job aids to end users and field IT staff for step-by-step use of hardware, software, network, and applications.
- Provide technical support for hardware, software, and network-related issues, ensuring minimal downtime.
- Implement IT Service Management (ITSM) frameworks, such as ITIL by creating and communicating incident management service bulletins about network and application interruptions, restorations, and known defects to customers.
- Assist in monitoring and reporting network disruptions and outages to various field IT staff from Verizon, Comcast, and SolarWinds.
- Conduct daily system monitoring, verifying security, integrity and availability of hardware, server resources, applications and key processes
- Aided in an emergency deployment and supported Virtual Desktop Infrastructure (VDI) through VMware and Virtual Private Networking (VPN) to over 6,000 employees in response to COVID-19
Information Technology Technician
California Department of Corrections and Rehabilitation
Sacramento, CA
08.2018 - 03.2020
- Perform tier 1 and tier 2 information technology support to customers enterprise-wide throughout California
- Provide exceptional customer support to users that have hardware, software, application, or network issues and record them using the Remedy ticketing system
- Demonstrate strong analytical and critical thinking skills when providing an immediate resolution or escalation of the issue to the appropriate support group for the customer
- Analyze policies and procedures for Service Desk and Provisioning for impacts in changes
- Develop and maintain knowledge of the most current processes and procedures within Provisioning, Service Desk, and Networking and communicate changes with field IT staff in order to ensure that the customer receives the quickest and most efficient service possible
- Attend weekly meetings to exchange and ask questions on updated information regarding applications and projects (individual and team) within ITSC and take detailed notes to reflect upon
- Provide tier 1 provisioning and SOMS support to customers and field IT staff enterprise wide
- Assisted the SOMS team with testing, training, and developing when CAIdM was being implemented
- Utilize Windows Active Directory in order to create and modify all CDCR accounts, to assist customers with password resets, and provision accounts with SOMS, VPN, and internet access
- Utilize PowerShell to run various scrips that assist in creating new CDCR accounts
- Document technical procedures, troubleshooting guides, and system configurations for future reference.
- Investigated and corrected problems with printers and devices.
- Worked on a project which entailed using adequate writing skills to create a routing guide for the Service Desk team
Mechanical and Technical Occupational Trainee
California Department of Corrections and Rehabilitation
Sacramento, CA
03.2017 - 08.2018
- Performing tier 1 and tier 2 information technology support to customers enterprise-wide and record them using the Remedy ticketing system
- Analyze every email, ticket, and phone call received carefully and thoroughly in order to provide resolution of the issue or route the ticket to the correct field IT staff for proper problem and incident management
- Maintain up to date knowledge of all application changes and issues, hardware issues, network outages.
- Using Remote Assistance software to connect to the customer’s computer in order to help triage (desktop and hardware support) and provide guidance for IT related issues
- Provide customers who need access to various applications used with in CDCR, such as SOMS, DEC, SAFE, VPN, and Skype
- Display exceptional interpersonal skills by engaging with customers while keeping a positive attitude during every phone call
- Engaged in problem-solving activities with peers to develop critical thinking skills, enhancing team resilience.
- Utilize SolarWinds to monitor all network related downs such as switch downs, interface downs, and power outages and troubleshooting by working with field IT staff, Verizon, and AT&T to find the root cause of why the infrastructure went down
- Assisted with the Microsoft Office 365 project which migrated all users to the newest version of Microsoft Outlook
Education
Bachelor of Science - Cybersecurity
Southern New Hampshire University
Hooksett, NH 03.2025 - Current
No Degree - Formal IT Courses (CIS) - 7 Units, Other Relevant Courses (COMM) - 3 Units
Sierra College
Rocklin, CA 05.2001 -
No Degree - Formal IT Courses (CS, CIM)
Irvine Valley College
Irvine, CA 05.2001 -
Diploma -
Whitney High School
Rocklin, CA 01.2010 - 06.2014
Skills
Great organizational skills
Reliable and dependable
Exceptional decision making and prioritization skills
Works well under pressure and high stress situations
Ability to adapt and overcome obstacles
Demonstrates active listening and communication skills
Experience leading various projects, both individual and with a team
undefinedTraining
- Foundation Skills – Windows PowerShell
- Tanium – Basic Knowledge
Timeline
Bachelor of Science - Cybersecurity
Southern New Hampshire University
03.2025 - Current
Information Technology Associate
California Department of Corrections and Rehabilitation
03.2020 - Current
Information Technology Technician
California Department of Corrections and Rehabilitation
08.2018 - 03.2020
Mechanical and Technical Occupational Trainee
California Department of Corrections and Rehabilitation
03.2017 - 08.2018
Diploma -
Whitney High School
01.2010 - 06.2014
No Degree - Formal IT Courses (CIS) - 7 Units, Other Relevant Courses (COMM) - 3 Units
Sierra College
05.2001 -
No Degree - Formal IT Courses (CS, CIM)
Irvine Valley College
05.2001 -
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