C

Colin Murray

About

Detail

A customer focused, IT & SaaS support specialist. Remote ready.
L'Alfàs del Pi, Valencian Community, Spain
Contact Colin regarding: 
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Full-time jobs

Timeline

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Résumé

Jobs verified_user 0% verified
  • C
    Customer Integration Specialist
    Nov 2025 - Current (1 year)
  • Anteriad
    Business Development Representative
    Anteriad
    Oct 2025 - Nov 2025 (2 months)
  • H
    Help Desk Support Engineer
    Apr 2023 - Feb 2025 (1 year 11 months)
    - Managed a high-volume support queue via Datto, consistently exceeding the quota of 10+ resolved tickets per day while maintaining a 1-hour SLA compliance for a client base of 300+ businesses. - Successfully transitioned to a fully remote role in Spain, maintaining 100% productivity while collaborating with a growing team to ensure seamless support delivery to a diverse client base. - Pioneered a team knowledge-sharing initiative by creating a detailed wiki of common technical issues, decreasing average ticket resolution time, increasing SLA compliance and boosting overall team efficiency. - Proactively managed after-hours patch deployment and device provisioning, enabling field engineers to focus on critical onsite tasks, which decreased
  • TELUS International
    Information Technology Operations Analyst
    TELUS International
    Jul 2022 - Apr 2023 (10 months)
    - Coordinated with an on-site team managing a support queue via ServiceNow, resolving technical issues for hundreds of on-site and remote team members and ensuring minimal disruption to client projects. - Spearheaded asset management for 50+ admin staff, overseeing the full lifecycle of company and client-owned assets, including device distribution, collection, and mobile contract administration, to ensure a seamless workflow. - Led the IT provisioning for new office spaces, configuring all hardware, networks, and user accounts to ensure a seamless day-one experience for new hires every week. - Collaborated with cross-functional teams on strategic, cost-saving projects, evaluating and standardizing hardware to reduce company-wide IT expendi
  • TELUS International
    FinTech client
    TELUS International
    Nov 2017 - Jun 2022 (4 years 8 months)
    Fraud Live Chat Pilot (February 2022 - June 2022) - Piloted a new global live chat channel, providing a data-driven model for a permanent offering. - Developed and tested new tooling, expediting case resolution. - Maintained 100% adherence to a strict schedule, adapting to edge cases for timely resolution. Fraud Analyst Tier 2 (March 2021 - June 2022) - Monitored and synthesized transaction data to identify fraud, making final determinations on 100+ accounts per week. - Exceeded weekly metrics for case volume and quality, maintaining an average handle time of 30-120 seconds. - Investigated complex cases and documented root causes to improve team quality and efficiency. Account Executive - Sales Tier 2 (January 2020 - February 2021) - Assist
  • A
    Assistant Manager
    Jan 2014 - Nov 2017 (3 years 11 months)
    - Coached and mentored a team of 10+, improving store performance per quarter over 2 years while reducing new hire ramp-up time through targeted 1-on-1 training. - Managed quality assurance and testing protocols for all incoming tech devices and returned merchandise across two stores, reducing the return rate of faulty products by 50% and improving customer satisfaction. - Led the successful launch of a second store location, analysing local demographic data to strategically curate a product inventory that increased sales and competitiveness within the first six months. - Directed and optimized daily store operations, including inventory management, staff scheduling, and sales reporting, resulting in increased operational efficiency and ens
  • M
    Software Testing Specialist
    Murrion Software
    Jan 2013 - Jun 2013 (6 months)
    - Tested Applications built with JavaScript/PHP/MySQL and deployed from test to live environments on AWS. Streamlined version management and server logging processes, allowing the development team to hand off deployments and increase overall productivity. - Customer support and change management contact for all clients. Leveraged Google Workspace to streamline communications and increase consistency with the international development team, improving client satisfaction with the change handling process.
  • D
    Duty Manager
    Sep 2011 - Dec 2012 (1 year 4 months)
    - Directed all daily cinema operations, including the opening and closing of multiple locations, cash management, end-of-day reporting, and banking to ensure seamless profitability and efficiency. - Oversaw all inventory and stock control, implementing a loss prevention strategy to minimize waste and ensure product availability. - Supervised and mentored a team of 20+ staff, providing consistent training, feedback, and support to elevate team performance and customer service. - Managed all merchandising and customer service, ensuring a positive and well-presented environment for guests.
  • Apple
    Technical Support Specialist
    Apple
    Apr 2009 - Aug 2011 (2 years 5 months)
    - Provided expert T1/T2 technical support to customers across the EMEA region, resolving complex issues for a wide range of products within the Apple ecosystem, including Mac, iPhone, and iOS/macOS. - Consistently achieved and exceeded key performance targets, maintaining high customer satisfaction scores while exceeding metrics for Average Handling Time (AHT). - Demonstrated exceptional time management and problem-solving skills by efficiently managing a dynamic case queue across different shift patterns and product lines. - Spearheaded the technical team's preparation for new OS releases by coordinating and managing early-stage updates across all in-house Macs, proactively identifying and resolving hardware issues to ensure the team was r
Education verified_user 0% verified
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