Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
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
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
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
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, NH
01-2024

High School Diploma -

Providence Grove High School
Climax, NC
2012

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

Similar Profiles

CREATE PROFILE
Matthew Murphy