Jacob Murphy
Charlestown,IN
Summary
Highly skilled and cross-functional Senior Cisco Engineer/Client Relations Manager with 7+ years of technical infrastructure experience as operations support engineer, and project management. Versatile skillset in analytics, problem solving, and process improvement. Excellent communicator and collaborator.
Sales professional with proven track record in driving revenue growth and building strong client relationships. Skilled in negotiation, strategic planning, and market analysis. Valued for collaboration, adaptability, and consistently achieving targets in dynamic environments. Renowned for reliability and results-driven approach, ensuring team success and client satisfaction.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Sales Executive
Louisville Geek
07.2024 - 12.2024
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
Project Manager
Louisville Geek
06.2022 - 07.2024
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Client Relations Manager
Intrado Communications
10.2020 - 06.2022
- Manage 12-15 clients which includes design, infrastructure, billing, contract creations, and resolutions
- Designing and implementing new site creations, creating call flow via Cisco Unity, Broadsoft (M6), Controlmaxx 12, Call Director, and Cisco Call Manager
- Coordinates with clients to define a scope of work and resolve issues to meet their needs
- Highly experienced in Cisco Call Manager to design route and translation patterns to allow trunking between multiple platforms
- Creates contacts, scope of work forms, and service addendums for clients
Support Desk Supervisor
Intrado Communications
10.2019 - 10.2020
- Managed a team of 15 agents
- Engaged closely with multiple clients to ensure their service needs are met by designing new sites, troubleshooting, and resolving issues
- Managed training of new agents
- Designed new policies and assisted management with implementation
- Managed go-lives and would troubleshoot any issues
Unified Communications Team Lead
Intrado Communications
11.2018 - 10.2019
- Supported agents with technical support covering all aspects of VOIP engineering
- Guided agents through all platforms and resolved issues while increasing their knowledge
- Monitored the queue to ensure agents are taking call and following procedure
- Managed agents in XPO-related issues and builds, including assigning tickets
- Took difficult calls with clients to provide better customer support
Client Engineer 1
WestIP Communications
08.2015 - 09.2018
- Troubleshot network issues pertaining to VOIP phone system and software as well as VPN networks and Call Manager
- Managed numerous escalated issues to provide solutions
- Implemented solutions to WESTIP clients
- Assisted in training new hires in VOIP systems and software
- Worked closely with management and Tier 2 for multiple projects
- Maintained a high-ticket close rate and low re-open rate while also working escalation tickets
- Provided excellent customer service to clients
Education
Bachelor of General Studies - Science
Indiana University SE
12.2020
Skills
- Customer service
- Product knowledge
- Sales expertise
- Sales presentations
- VOIP Engineering
- Microsoft Engineer
- Onsite Support and Planning
- Relationship building
- Decision-making
- Sales planning
- Sales team leadership
- Data analysis
- Sales forecasting
- Brand promotion
- Lead generation
Accomplishments
- Supervised team of 20+ staff members.
- Collaborated with team of 30+ in the development of sales methods and project resolution.
- Resolved product issue through consumer testing.
Certification
- 801 A+ Certification
- Windows Certification
- CCNA/Collaboration - in progress
Timeline
Sales Executive
Louisville Geek
07.2024 - 12.2024
Project Manager
Louisville Geek
06.2022 - 07.2024
Client Relations Manager
Intrado Communications
10.2020 - 06.2022
Support Desk Supervisor
Intrado Communications
10.2019 - 10.2020
Unified Communications Team Lead
Intrado Communications
11.2018 - 10.2019
Client Engineer 1
WestIP Communications
08.2015 - 09.2018
Bachelor of General Studies - Science
Indiana University SE