Matthew Murphy
Greensboro,NC
Summary
Experienced Technical Support Engineer with 7+ years in IT, driven by Microsoft’s mission to empower every person and organization to achieve more. Skilled in troubleshooting complex issues across Azure, VPN, DNS, and system support, with a passion for delivering seamless solutions that drive customer success. Career shaped by a commitment to leveraging technology to solve real-world challenges, bringing expertise in diagnostics, customer advisement, and networking to Microsoft’s team.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Product Quality Engineer
Hill-Rom
Cary, NC
08.2022 - Current
- Led troubleshooting initiatives for complex customer and patient technical issues, focusing on delivering timely solutions and leveraging event logs and diagnostic tools to resolve product malfunctions.
- Collaborated cross-functionally with Research & Development to identify root causes of recurring product issues, resulting in product enhancements and reducing support case volume by 20%.
- Acted as a key technical advisor during escalated cases, ensuring a seamless customer experience while providing knowledge base articles to prevent future issues.
- Contributed to process improvements by streamlining issue resolution workflows and enhancing documentation standards, leading to faster case handling and improved customer satisfaction.
IT Service Desk Technician
First Bank
Greensboro, NC
06.2021 - 08.2022
- Provided technical support for all levels of networking and system issues, including troubleshooting VPN connectivity, DNS configurations, and Active Directory user management.
- Responded to and resolved escalated technical issues through ticketing systems, providing clear action plans and updates, resulting in a 15% improvement in resolution time.
- Collaborated with senior engineers to provide feedback on system improvements, increasing efficiency in issue resolution and proactively addressing potential service failures.
- Developed internal knowledge base documentation to improve troubleshooting procedures, reducing average handling time by 10%.
Consumer Relations Team Lead
VF Corp
Greensboro, NC
11.2016 - 06.2021
- Delivered exceptional customer service across multiple channels (calls, live chat, email) while troubleshooting and resolving technical product issues, ensuring rapid response times and high customer satisfaction.
- Acted as a technical advisor, assisting customers with product troubleshooting and offering best practices for system use, reducing repeat inquiries by 30%.
- Collaborated with cross-functional teams to enhance customer satisfaction by analyzing feedback, resulting in process improvements and streamlined service delivery.
- Developed and maintained internal knowledge base articles and customer-facing documentation to improve issue resolution, contributing to a 15% reduction in customer support requests.
Healthcare Billing Specialist
LabCorp
Greensboro, NC
11.2015 - 11.2016
- Entered billing data with precision using 10-key skills, ensuring accurate processing and compliance with healthcare regulations, which improved data accuracy and reduced billing errors by 15%.
- Collaborated with clients to resolve billing discrepancies, leveraging effective communication skills and data management tools to ensure timely payments and accurate financial records.
- Managed complex data processing workflows, ensuring adherence to deadlines and optimizing billing operations, contributing to improved process efficiency.
- Analyzed and updated billing demographic information to ensure compliance, supporting customer relations and maintaining high standards for billing accuracy.
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Manchester, NH01-2024
High School Diploma -
Providence Grove High School
Climax, NC2012
Skills
Networking / Cloud: Azure, Virtual Networks, VPN, ExpressRoute, DNS, IPAddressing, Load Balancing, WAF, Private Link, and Application Gateway
Problem Solving / Strategic Thinking: Complex Issue Resolution, Analytical Thinking, Conflict Management
Tools / Automation: Microsoft Office Pack, Excel, Salesforce CRM, Call Ticketing Systems
Customer Service / Communication: Effective Communication, Active Listening, Client Advising
Technical Support / Troubleshooting: System Monitoring, Issue Resolution, Event Logs, Performance Traces, SQL, Windows, Linux, Active Directory, Hardware & Software Configuration
Professional Development / Mentorship: Knowledge Sharing, Technical Coaching, Process Improvement
Certification
- CompTIA A+
- Microsoft Technology Associate (MTA)
- Pursuing: Microsoft Certified: Azure Network Engineer Associate
Timeline
Product Quality Engineer
Hill-Rom
08.2022 - Current
IT Service Desk Technician
First Bank
06.2021 - 08.2022
Consumer Relations Team Lead
VF Corp
11.2016 - 06.2021
Healthcare Billing Specialist
LabCorp
11.2015 - 11.2016
Bachelor of Science - Information Technology
Southern New Hampshire University
High School Diploma -
Providence Grove High School