Hi, I’m
David Murray
Desktop Support Technician
Omaha,NE
Summary
Friendly Desktop Support Technician with over 4 years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.
Overview
5
years of professional experience
4
years of post-secondary education
Work History
Kiewit
Desktop Support Technician
08.2021 - Current
Job overview
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Spearheaded the successful migration of company-wide email platform, minimizing disruptions to daily operations.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Served as a key technology advocate, regularly engaging with executive leadership to identify technology needs and recommend solutions.
- Provided critical support for in-person and online executive meetings and special events, ensuring all technology needs were met with high levels of satisfaction.
- Acted as an escalation point for technology-related issues, facilitating quick and effective resolutions.
- Maintained detailed documentation of team procedures and technology operations support activities, enhancing team efficiency and knowledge sharing.
Nebraska Furniture Mart
Customer Support Specialist
08.2020 - 08.2021
Job overview
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Gallup
Client Support Technician
08.2019 - 07.2020
Job overview
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Cultivated productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within the organization.
- Provided expert advice on equipment selection, leading to an overall improvement in operational efficiency.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
Education
University of Nebraska At OmahaOmaha, NE
Bachelor of Science from Cyber Security
09.2020 - Current
Skills
New System Deployment
Technical Support
End-User Account Management
Root Cause Analysis
Windows Server, 10, 11
Microsoft Office 365
Active Directory, ADUC/ADAC
TCP/IP Networking Troubleshooting
Excellent Customer Service
Strong Problem Solving
Familiarity with Crestron and Logitech Audio Visual Conferencing Technologies
Timeline
Desktop Support Technician
Kiewit
08.2021 - Current
University of Nebraska At Omaha
Bachelor of Science from Cyber Security
09.2020 - Current
Customer Support Specialist
Nebraska Furniture Mart
08.2020 - 08.2021
Client Support Technician
Gallup
08.2019 - 07.2020