Murray Doolan
Woorim,QLD
Summary
Flexible Support person with 10+ years of experience helping clients maintain smooth operations. Expertise in Data, IT, VOIP, Management systems and General Office environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
42
42
years of professional experience
Work History
Level 1 Technical Support Engineer/Project Assistant - Remote
Gridare Pty Ltd
02.2019 - 12.2023
- Improved customer satisfaction by efficiently troubleshooting and resolving technical issues.
- Enhanced team productivity by providing timely assistance to colleagues with technical inquiries.
- Developed comprehensive knowledge of company products, enabling accurate support for client needs.
- Increased first-call resolution rate through effective problem-solving and clear communication skills.
- Strengthened client relationships by providing exceptional customer service in all interactions.
- Supported remote users via phone or remote desktop applications, resolving issues effectively from a distance.
- Provided after-hours support when needed, demonstrating commitment to customer satisfaction.
- Compiled and accurately entered data for each customer encounter to record in system.
- Prepared references for users by writing clear operating instructions.
- Provided on-call support for critical issues related to Web Hosting and customer email issues.
Level 1 Technical Support Engineer/Project Assistant - Remote
Telecube/Siptalk Pty Ltd
07.2014 - 01.2019
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively
- Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities
- Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility
- Mentored junior members of the team on best practices in issue resolution techniques
- Explained technical information in clear terms to promote better understanding for non-technical users
- Communicated with stakeholders to share critical technical information and deliver project updates
- Configured hardware, devices, and software to set up work stations for employees
- Installed and configured operating systems and applications
- Support for Number porting (Complex and simple)
- Faults / Provisioning (NBN and Voip)
- General billing and customer service issues attended to in a timely manner
Network Architect/Level 1 Technical Support Engineer/Project Manager
IPrimus Pty Ltd
03.2000 - 11.2012
- Optimized network performance by conducting comprehensive evaluations and implementing necessary upgrades.
- Designed secure and scalable networks for clients by identifying their specific requirements and utilizing industry best practices.
- Enhanced overall network reliability with proactive monitoring, troubleshooting, and timely resolution of issues.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing infrastructure.
- Team Lead / Team Manager
- Technical Team Lead
- Manage internal and external stakeholders for time critical goal points
- General provisioning / Billing enquires / Occupational health and safety
- Evaluated vendor proposals for hardware, software, and services to make informed recommendations that aligned with organizational goals.
- Led team development and assisted in project management coordination.
Owner Driver /Technical Support Specialist
Courier Nominees / Roadrunner Couriers
10.1991 - 12.1999
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Warehousing, Pallet work, Forklift work
- Resolved 12+ technical support inquiries per day
Managers Assistant - State Department
Westpac Banking
07.1981 - 10.1991
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed and maintained courteous and effective working relationships.
- General Banking duties. Back office, batching, payment processing. Front Counter and telling. 1st teller, country duties
- Debit and Credit Card maintenance
- Collections 30 to 60 days / Legals
- Managers Assistant Administration / Internal, External Stakeholders / Department and Centre Budget assessment / internal IT and systems
- Data Centre - Engineering - ATM / EFTPOS / Branch Equipment. Install / Replace / Repair
- Made hiring recommendations to increase company's productivity and profitability with quality workers
- Assisted coworkers and staff members with special tasks on daily basis
- Volunteered to help with special projects of varying degrees of complexity
Education
Certificate III - Call Centre And General Management
Swinburne University of Technology
Melbourne, VICCertificate II - Responsible Service - Alcohol / Gambling
ELMO
Brisbane, QLDCertificate II - Food Handling And Hygiene
ELMO
BrisbaneGraduate Certificate - Occupational Health And Safety
National Safety Council of Australia
Melbourne, VICCertificate I - Level 1 First Aid
St Johns Ambulance
Brisbane, QLDCertificate I - Resuscitation
QLD Surf Lifesaving
Brisbane, QLDSkills
- Printer Support
- Application Support
- Mobile Device Support
- Technical Troubleshooting
- Team Collaboration
- Conflict Resolution
- Customer Service
- Adaptability
- Time Management
Accomplishments
- Supervised team of 12 staff members.
- Collaborated with team of 15 in the development of Inbound numbers for Primus
- Collaborated with team of 12 in the development of billing and invoicing platform
- Accomplished and requested project manager
- National product support
- Team Leader / Managers assistant
Personal
- Listed Carer/ Family/ General Aged Care
- Volunteer Work - Local Community - Political party office (3+Years)
- Volunteer Work - Guide Dogs Australia - Fostering
- Volunteer Work - RSPCA - Fostering
Additional Information
I am skilled and trained in a number of environments including general and staff management, telecommunications, data/engineering, accounts/HR/Payroll. I have certification in occupational health and safety, group and call centre management. Experience in 24/7 call centre work, corporate sales, accounts, group management including NBN and VOIP sales / service / provisioning. Management has included a number of years in administration and customer service. Team management in Primus of 12 staff as part of the project management group. I have a number of years in courier, freight and warehousing, running my own partnership, which included dealing with costing's, ABN, profit and loss assessment and general running costs. Also, a number of years in banking from front counter, telling, cash handling, treasury to, manager's assistant. Most recently, I have been involved in aged care work including shopping, transport, appointments and medical details. I am committed to any group of people I work with or have the honour to manage. Committed 100% to any task or position I am presented with and extremely customer service focused.
Timeline
Level 1 Technical Support Engineer/Project Assistant - Remote
Gridare Pty Ltd
02.2019 - 12.2023
Level 1 Technical Support Engineer/Project Assistant - Remote
Telecube/Siptalk Pty Ltd
07.2014 - 01.2019
Network Architect/Level 1 Technical Support Engineer/Project Manager
IPrimus Pty Ltd
03.2000 - 11.2012
Owner Driver /Technical Support Specialist
Courier Nominees / Roadrunner Couriers
10.1991 - 12.1999
Managers Assistant - State Department
Westpac Banking
07.1981 - 10.1991
Certificate III - Call Centre And General Management
Swinburne University of Technology
Certificate II - Responsible Service - Alcohol / Gambling
ELMO
Certificate II - Food Handling And Hygiene
ELMO
Graduate Certificate - Occupational Health And Safety
National Safety Council of Australia
Certificate I - Level 1 First Aid
St Johns Ambulance
Certificate I - Resuscitation
QLD Surf Lifesaving
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