Donna L Murrman

Service and Support Manager

Address, Presto, PA 15142
Home: (412) 914-0209
E-mail: dmurrman@verizon.net

Summary: Highly accomplished management professional with over 20 years of experience in IT Service
and Support Management.

WORK EXPERIENCE
EDMC Education Management Corporation, Pittsburgh, Pa 05/2011-07/2014
Support Center Supervisor
Managed top performing Service Desk Teams and provided restoration of service for large corporate
environment
Stood up a new Support Teams, coach and mentor towards top performance
Supported Students, Staff, and Faculty at the Art Institutes, Argosy, South, Brown Mackie and
various online divisions of each University
Sustained 10,000+ clients from the east to west coasts, all accessing diverse systems and applications
Maintained team performance KPIs and SLAs towards exceeding goals
Performed bi monthly/annual performance evaluations for Support Analysts on time and duties as
assigned by Director

Present HDI (Helpdesk Institute), Pittsburgh, Pa 08/2011-Present
VP of Finance
Attended monthly membership meetings and chapter officer meetings and executed position of
custodian of all association funds.
Received all monies and disburse funds only upon the sanction of Officers and/or membership and
released funds as necessary for the health of the association
Secured meeting locations and handled location and catering negotiations
Submitted financial reports to National yearly via PNC Quick Books and submitted books and
records for audit when required
Filed all necessary tax forms

Highmark, Pittsburgh, Pa 02/2000-05/2011
IT Helpdesk Manager
Managed day-to-day activities of the Helpdesk, which consistently performed quality scores of above
90% and maintained consistent adherence to the annual budget of 220K
Provided new employee on-boarding and direction to my team which supplied mobile devices,
configured thumb drives, and maintained inventory data bases
Configured SharePoint and forms as the means to provide appropriate security profiles and approvals
necessary for auditing purposes
Configured several ticketing software products throughout my tenure with HM Insurance, including
Seibel, Pega and HP Service Center and the Change Control process flows.
Supported staff in Pittsburgh and other 21 sales offices in person; responsible for ordering,
installation, and support of all desktop related equipment, software and applications
Maintained position as one of five of the Leadership team in IT; shared responsibility for change
management, asset management, system development life cycle, process improvements, security
administration, and budgeting and performance management

Lead Technical Analyst 02/1989-02/2000
Led Helpdesk functions with emphasis on Client Services as they relate to hardware and software
Applied troubleshooting and decision-making skills to interrupt client situation and initiate a
workable solution
Served as Information Security by provisioning user accounts and application security, Novell and
Windows administration, and Intranet Page Author
Coached and mentored junior helpdesk analysts on process and procedures

TECHNICAL SKILLS & EXPERTISE
Technical coursework: ITIL Foundations V3, Help Desk Institute Manager, Comp TIA A+, Project
Management, HTML for Web pages, SharePoint
Software: MS Outlook, MS Office, MS SharePoint, Lotus Notes, Siebel, Pega, HP Service Manager,
Avaya CentreVue, IBM Rational Clear Quest, Heat, OpenScape Manager, Kronos, Consona,
ServiceNow, Genesis, QuickBooks, Asset Tracker, Google drive, Salesforce.com
Operating Systems: WinNT, WinXP, Win7, Win8
Hardware: PC, Laptops, Printers, All in One devices, MAC, WYSE terminals, Iphone, Blackberry,
Android
Tools: Symantec Ghost, Endpoint Security, Backup Exec, PC Anywhere, Citrix, MS Win Active
Directory, Hyena

CORE COMPETENCIES
Helpdesk Management
Service Desk Management
Incident Management
Request Management
Asset Lifecycle Management
System & Application Administration
Change Management
Project Management
Human Resource Administration
Budget Administration
Security Administration
Strategic Thinker
Problem Solver
Troubleshooter