Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Sarah Murdock

Asheville,NC

Summary

Personable and dedicated IT Support & Customer Service Representative with extensive experience in the IT and cybersecurity field. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Support Specialist

9 Canvases
Asheville, NC
07.2023 - Current
  • Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
  • Collected, analyzed and reported on data for use in operational planning.
  • Reviewed logs of system events for potential issues or threats.
  • Removed and replaced old hardware during routine upgrades and system repairs.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Developed procedures for installation, configuration and testing of IT products.
  • Responded promptly to service requests from staff members.
  • Conducted research into software solutions to meet customer needs.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Resolved network connectivity issues with routers and switches.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Implemented security measures to protect data from unauthorized access.
  • Maintained positive working relationship with fellow staff and management.
  • Served as first point of contact for incoming technical service calls and emails.
  • Tackled troubleshooting and problem resolution to support end-user technical issues.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Installed software applications as requested by customers.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Tested hardware components prior to deployment in production environment.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Monitored system performance to ensure optimal operations.
  • Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Modified existing software systems to enhance performance and add new features.
  • Maintained schedule of class assignments to meet deadlines.
  • Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
  • Maintained an inventory of all IT equipment in the organization.

Artificial Intelligence Software Developer

Discord
Asheville, NC
07.2023 - Current
  • Integrated various APIs into the AI system to enable real-time decision making capabilities.
  • Conducted research on emerging technologies in the field of Artificial Intelligence.
  • Developed new functions and applications to conduct analyses.
  • Constructed automated testing scripts to ensure quality assurance of the software product before releasing it to customers.
  • Collaborated with other developers on the development of AI solutions for customers.
  • Tested, validated and reformulated models to foster accurate prediction of outcomes.
  • Optimized existing AI models to improve accuracy and reduce latency times.
  • Analyzed user requirements and developed user stories that addressed their needs.
  • Created web applications with AI capabilities using Python, JavaScript, and HTML and CSS.
  • Assisted in troubleshooting any issues related to software implementation or design flaws.
  • Maintained updated knowledge through continuing education and advanced training.
  • Planned and completed group projects, working smoothly with others.

Unity Game Developer

Self Employed Services
Asheville, NC
08.2020 - Current
  • Contributed towards creating user documentation for released games.
  • Collaborated with other developers to integrate 3rd party plugins into the game engine.
  • Attended regular meetings with stakeholders to discuss feature requests and provide updates about progress.
  • Tested game builds across multiple platforms including Android, iOS, Windows Phone, and WebGL.
  • Reviewed and evaluated competitive products, film, music, television and other art forms to generate new game design ideas.
  • Employed latest game design software to create layouts, levels, characters, vehicles and individual game elements and aspects.
  • Met strict deadlines for on-schedule game delivery by leveraging time management, team leadership and task prioritization skills.
  • Optimized game performance by reducing draw calls and increasing frame rate.
  • Debugged various issues related to gameplay, AI scripting, memory management.
  • Utilized version control systems such as Git to manage source code changes.
  • Resolved technical issues reported by QA team during test cycles.
  • Worked closely with artists to ensure assets are optimized for mobile devices.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Software Developer

Fiverr
Asheville, NC
09.2023 - 01.2024
  • Designed mobile applications for Apple and Android platforms.
  • Reviewed project requirements to identify customer expectations and resources needed to meet goals.
  • Utilized various software to handle debugging and automation scripting tasks.
  • Contributed actionable suggestions for project development during departmental meetings.
  • Optimized program performance by analyzing code and making changes as needed.
  • Utilized established design patterns to expedite novel software creation and support consistent performance results.
  • Maintained source control repositories such as Git, SVN, TFS for versioning purposes.
  • Created technical workflows in wiki to support education and training of newly hired employees.
  • Mentored interns and junior software developers through training, design reviews and code reviews.
  • Assessed code during testing stage to determine potential glitches and bugs.
  • Liaised with QA testers to perform testing meeting various parameters.
  • Developed production, test and beta websites using various software programs.

Education

Bachelor of Science - Cybersecurity & Information Assurance

Western Governors University
Salt Lake City, UT
05-2024

Skills

  • Configuration Management
  • Scripting Languages
  • Hardware Upgrades
  • Software Licensing
  • Incident Management
  • Patch Management
  • Client Relationship Building
  • System Configuration
  • Server Management
  • Cost Analysis
  • IT Security Management
  • Database Administration
  • Software Installation

Certification

  • Google IT Support Professional Certificate

Languages

Hungarian
Limited
Arabic
Limited

Timeline

Software Developer

Fiverr
09.2023 - 01.2024

IT Support Specialist

9 Canvases
07.2023 - Current

Artificial Intelligence Software Developer

Discord
07.2023 - Current

Unity Game Developer

Self Employed Services
08.2020 - Current

Bachelor of Science - Cybersecurity & Information Assurance

Western Governors University

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Sarah Murdock