Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kieran Murphy

Phoenix,AZ

Summary

Dynamic Information Technology Specialist with over 6 years of experience managing IT systems and delivering comprehensive technical support. Proven expertise in troubleshooting hardware/software issues, and enhancing organizational efficiency. Strong background in customer service, system administration, and cross-functional collaboration, with a commitment to delivering high-quality IT services.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Desktop Specialist

Salt River Project
05.2025 - Current
  • Provide on-site and remote diagnosis, analysis, and end-user support for desktops, laptops, mobile devices, printers, and other peripherals.
  • Troubleshoot and determine the root causes of complex issues, failures, and outages, including applications, operating systems, services, hardware, and network connectivity.
  • Respond to service requests and incidents through ServiceNow in a timely and professional manner, maintaining high service level agreements.
  • Collaborate with IT team members to escalate and resolve complex problems, ensuring seamless service delivery.
  • Deliver excellent customer service, demonstrating patience, professionalism, and clear communication to enhance the user experience.

Information Technology Security Specialist

Shaw Technology
12.2022 - 05.2025
  • Manage user accounts, permissions, and access rights across organizational systems, ensuring security compliance and proper authentication protocols
  • Install, configure, and maintain computer systems, printers, and software applications, reducing system downtime by providing proactive maintenance
  • Deliver first-line technical support to end-users, resolving hardware and software issues with average resolution time improvements
  • Orchestrate seamless integration with Apple Business Manager, enabling automated deployment and configuration of new iPhones and iPads upon enrollment

Desktop Management Specialist

United Parcel Service (UPS)
03.2020 - 11.2022
  • Provided comprehensive desktop support and system management across enterprise environment
  • Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring minimal business disruption
  • Maintained high customer satisfaction through professional service delivery and effective problem resolution
  • Fostered collaborative relationships with customers and colleagues to achieve shared operational objectives

Customer Service Representative II

Spectrum Enterprise
01.2018 - 02.2020
  • Delivered exceptional customer service support for internet and voice services, addressing technical inquiries and resolving complex connectivity issues
  • Managed high-volume customer communications via phone and email while maintaining professional standards and enhancing customer satisfaction
  • Collaborated with technical teams to escalate complex issues and coordinate comprehensive solutions for enterprise clients
  • Achieved consistent performance metrics through efficient problem-solving and customer relationship management

Education

Auburn University At Montgomery
01.2020

Skills

  • Windows OS
  • MacOS
  • Microsoft 365 (M365)
  • Microsoft Intune
  • Apple Business Manager
  • Active Directory
  • Mobile Device Management (MDM)
  • IT Service Management
  • ITIL
  • Microsoft Office Suite
  • Ticketing Systems
  • System Administration
  • Hardware/Software Troubleshooting

Certification

  • Microsoft 365 Fundamentals (MS-900)
  • ITIL Framework Knowledge

References

References available upon request.

Timeline

Desktop Specialist

Salt River Project
05.2025 - Current

Information Technology Security Specialist

Shaw Technology
12.2022 - 05.2025

Desktop Management Specialist

United Parcel Service (UPS)
03.2020 - 11.2022

Customer Service Representative II

Spectrum Enterprise
01.2018 - 02.2020

Auburn University At Montgomery

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