Resumé

Chris Murphy, CCNA

Atlanta, GA • (678) 772-4079 • Chris@ChrisMurphy.IT

PROFESSIONAL EXPERIENCE

Managed Services Manager                                                         March 2019—Present

Trextel, LLC       Duluth, GA

• Acted as the single point of contact between the customer support organization and the support organization of Trextel.

• Analyzed and maintained 7000+ dual-cellular sites belonging to the largest customer in company history to predict network trends; managed and organized remediation of large-scale network-related issues; presented debriefs via conference bridge to executives on the customer team daily.

• Tracked, evaluated, and performed troubleshooting for top-priority tickets resolution utilizing Zendesk and a patent-pending proprietary network monitoring system. The top priority tickets were discussed on a daily call hosted by me and attended by the customer’s Director of Support and his team.

• Acted as sole engineering escalation point for entirety of 20 million dollar deployment with 21,000+ devices

• Functioned as Sole maintainer Monitoring systems and maintained data integrity of NMS database and management platforms for 21000+ devices and automated repetitive tasks utilizing AutoHotKey

• Onboarded customers to monitoring systems and managed services. Acted as single point of contact for the 3 largest clients of Trextel.

Technical Project Manager                                       September 2018—March 2019

Trextel, LLC       Duluth, GA

• Developed documented processes and managed/trained a team of 10 support technicians coordinating with over 100 field technicians to perform remote TTU installation processes at 7000+ sites that resulted in peak installation rates of 300 sites a week, maxing out at over 2000 devices deployed per week, all with a first-visit success rate of 94%

• Managed the technical aspects of a 7000-site device deployment involving dual cellular and POTS installations in retail locations

• Collaborated in the creation of an internally sourced Network Monitoring System using FOSS. The monitoring system went on to be the main product offered in monitoring services, and will be the primary revenue-driver going forward.

• Created, pitched, and implemented internal knowledge base for use company wide

• Developed and implemented processes surrounding the successful deployment of more than 7000 sites, including training for the Network Operations Center, The Staging department, the PMO, and the Help Desk regarding new processes established surrounding the project.

Cellular Specialist                                   September 2017—September 2018

Trextel, LLC       Duluth, GA

• Collaborated on the architecture and configuration of devices installed for the Proof of Concept intended deployment of greater than 7000+ sites and 20 thuonetworking devices for a national retail brand, the largest and most profitable project in Trextel company history

• For the same project, produced all technical documentation for Established processes and methods used company-wide in the PMO, the Staging department, shipping/logistics, and engineering (NOC, Engineering tier 2, engineering tier 3).

• The manufacturer of the equipment used in project implemented a major design change in the subsequent hardware revision of the router used in the deployment, reducing the device’s cost due to feedback I provided to their team

NOC Engineer II                                         March 2017—Present

Trextel, LLC       Duluth, GA

• Monitored and proactively pursued network related issues for over 70 customers including LuluLemon, Dollar Tree, Tailored Brands, Forever 21, Lowes, and many other major national retail and medical companies in a 24/7, PCI-compliant NOC environment.

• Mentored/trained NOC Engineers and wrote relevant SOPs and other technical documentation for the NOC for new and existing clients.

Cisco Network Engineer                                                  August 2016—March 2017

Cumberland Group, LLC       Smyrna, GA

• Administrated, configured, and supported SD-WAN devices during and following installation of equipment on-site

• Installed APs, configured, tested, and provided support for all sites including the headquarters of a national restaurant chain in the Atlanta area and medical facilities throughout the state of Georgia

EDUCATION

Kennesaw State University – 2012-2016                   Marietta, GA

Bachelor of Science

Major: Computer Science

SKILLS, TECHNICAL COMPETENCIES, AND INTERESTS