William Murphy
Deer Park,NY
Summary
Results-driven IT professional skilled in resolving complex technical issues while enhancing customer satisfaction. Manages client relationships effectively, applying project management expertise to deliver successful outcomes. Expertise in hardware repair, networking, and cybersecurity ensures streamlined operations and team performance.
Overview
18
18
years of professional experience
Work History
Computer Technician
Town Of Babylon
Lindenhurst, NY
05.2024 - 12.2025
- Exhibited hardware repair expertise and proficiency in networking and cybersecurity troubleshooting to resolve client issues efficiently.
- Utilized proficiency in SharePoint, Active Directory, Office 365, and Azure to streamline IT processes.
- Demonstrated proficiency in Windows Office and iOS/Android applications to enhance user support.
- Applied knowledge of ticketing systems like Service Desk in MSP environments.
- Managed client relationships through effective needs assessment and project management.
- Supported third-party applications while assisting junior team members.
- Showcased leadership and project management capabilities across various initiatives.
- Communicated effectively to resolve problems and foster collaboration.
Desktop Administrator
Natural Organics
Melville, NY
05.2022 - 05.2024
- Provided strong support for Windows workstations, iPads, Macs, and laptops.
- Applied extensive knowledge of Dell and HP hardware to resolve technical issues effectively.
- Troubleshot, set up, and supported network printers and scanners efficiently.
- Diagnosed and resolved issues promptly to minimize downtime.
- Managed backup processes to ensure data integrity and availability.
- Communicated effectively with end users regarding problem resolution.
- Documented resolutions and tracked problems to enhance troubleshooting processes.
- Prioritized tasks and projects to ensure efficient workflow and collaboration.
Customer Care Networking Specialist
Dr. Print
Hauppauge, NY
10.2019 - 04.2021
- Delivered prompt customer service consistently during all interactions.
- Managed ticket queue to ensure timely closure and improved customer satisfaction.
- Updated customers during issue research, fostering transparency and trust.
- Resolved helpdesk issues via phone and email communications.
- Utilized LogMeIn for remote troubleshooting of computer problems.
- Opened and routed tickets to field technicians, facilitating prompt resolution.
- Installed printer drivers, scanners, and faxes remotely to ensure functionality.
Customer Care Networking Specialist
Carr Business Systems, Incorporated
Commack, NY
06.2014 - 09.2019
- Resolved helpdesk issues via phone and email, utilizing GotoAssist for technical support.
- Opened and routed tickets to field technicians for timely resolution of customer issues.
- Monitored ticket queue to ensure prompt issue closure and maintain service quality.
- Updated customers on progress during problem research and resolution phases.
- Installed printer, scanner, and fax drivers remotely to enhance operational efficiency.
- Provided consistent, prompt customer service to enhance customer satisfaction across all interactions.
IT Assistant Manager
Molloy Brothers Moving and Storage
Old Bethpage, NY
07.2007 - 06.2014
- Resolved helpdesk issues through phone and email, enhancing user satisfaction.
- Utilized Active Directory to create user accounts, assign folder permissions, and reset passwords.
- Administered Email Exchange 2003 server, managing user setups and troubleshooting to ensure seamless communication.
- Updated Windows services through internet connectivity.
- Configured firewalls by establishing filters and exceptions for SMTP traffic.
- Maintained security protocols for Norton Antivirus, BrightMail, and SurfControl.
- Remotely configured Nortel phone systems and voicemail using remote utilities.
- Reimaged computers with Dell restore disks, restoring functionality for users.
Education
CompTIA A+ Certification -
New Horizon Computer Learning Center
Commack, NYSkills
- IT expertise
- Troubleshooting
- Hardware support
- Windows operating systems
- VPN and VNC networking
- Office software
- Analytical thinking
- Critical thinking
- Time management
- Prioritization
- Multitasking
- Organizational skills
- Customer service
- Interpersonal communication
Timeline
Computer Technician
Town Of Babylon
05.2024 - 12.2025
Desktop Administrator
Natural Organics
05.2022 - 05.2024
Customer Care Networking Specialist
Dr. Print
10.2019 - 04.2021
Customer Care Networking Specialist
Carr Business Systems, Incorporated
06.2014 - 09.2019
IT Assistant Manager
Molloy Brothers Moving and Storage
07.2007 - 06.2014
CompTIA A+ Certification -
New Horizon Computer Learning Center