Cliston Murphy
Loganville,Georgia
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
14
14
years of professional experience
1
1
Certification
Work History
NOC Helpdesk Manager
Standard Office Systems
01.2023 - 04.2024
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Scheduled staff and delivered training materials and information.
- Recruited, trained and supported help desk technicians and representatives.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Managed helpdesk consisting of 20 employees and conducted performance evaluations.
- Proven ability to learn quickly and adapt to new situations.
- Managed Helpdesk consisting calls averaging over 180 calls per day
- Created and implemented new customer service model T.R.U.S.T
- Managed Helpdesk Team consisting of a three tiered escalation team
Owner
CTM Technologies
05.2021 - Current
- Provide personalized technology support to seniors in senior living facilities, ensuring user-friendly solutions and patient guidance.
- Develop and deliver training sessions tailored to individual skill levels, fostering confidence and independence in technology use.
- Manage the procurement of devices and software, ensuring compatibility with client needs and preferences.
- Create clear, step-by-step instructional materials to simplify the use of devices and applications for senior users.
- Troubleshoot and resolve daily technical issues, maintaining high levels of customer satisfaction and reliability.
- Build and maintain relationships with senior living staff to coordinate tech services and ensure seamless support.
Helpdesk Supervisor
Standard Office Systems
11.2017 - 01.2023
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Activated accounts for clients interested in new services.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Wrote and presented reports on help desk activities.
- Scheduled and trained help desk employees.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Field Deployment Technician
Best Buy Co. Inc.
10.2010 - 11.2017
Education
High School Diploma -
Faith Academy
LoganvilleSkills
- Industry Expertise
- Change and Growth Management
- Employee Motivation and Performance
- Leadership and People Development
- Operational Analysis
- Integrity and Transparency
- Customer Service
- Call Center Operations
- O365 Tenet
- Networking
- Low Voltage
- MFP Proficiency
Certification
- DCI Training - 2014
- Helpdesk Canon MFP
- Helpdesk Sharp MFP
- Helpdesk Kyocera MFP
- KIP System K Wideformat
Timeline
NOC Helpdesk Manager
Standard Office Systems
01.2023 - 04.2024
Owner
CTM Technologies
05.2021 - Current
Helpdesk Supervisor
Standard Office Systems
11.2017 - 01.2023
Field Deployment Technician
Best Buy Co. Inc.
10.2010 - 11.2017
High School Diploma -
Faith Academy
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