Eli Murphy

Eli Murphy has a diverse work experience in the technology and support industry. They started their career as a Security Installation/Service Tech at Lloyd Security from October 2006 to May 2009.

They then joined Self Esteem Brands, LLC and held various roles, starting as a Technical Support Lead from February 2010 to 2015, providing workflow guidance, training, and support escalations. They also supported independent and franchise locations with low voltage technology and proprietary software and hardware systems.

After that, they became a Technical Support Manager from February 2017 to November 2018, leading and developing a team of technicians responsible for supporting franchise staff and installation technicians in over 4,000 locations across 30+ countries. They achieved a 30% increase in ticket resolution performance while reducing staff by 16% within the first six months.

Following this role, they served as an Operations Process Lead from September 2018 to March 2020, collaborating with various departments to understand and improve business processes. They managed a business process outsourcing project to enhance support services to a 24/7 front-line technical support.

From March 2020 to August 2021, Eli worked as an Install & International Support Manager, where they led and developed a team of engineers handling technical assistance for domestic and international installation and technology vendors. They also played a key role in vetting potential international install vendor partners and ensuring high-quality service across multiple continents.

In August 2021, Eli became a Technology & Installation Support Manager, overseeing the direction and development of Technical Support and Install Support departments. They also focused on Provision's involvement in the international space, providing remote and on-site technical assistance and training for vendors.

Currently, Eli holds the position of Director of Support, Provision Global Service Delivery at Self Esteem Brands, LLC, starting from September 2022. In this role, they manage and guide the entire support division, including Tier 3 Support, Dispatch, Field Services, and Incident Management teams. They also handle external vendor management and drive overall performance across support teams. They have achieved significant reductions in open tickets, maximum open time, and staff while adding additional brand support streams and developing new-to-management leadership.

Overall, Eli Murphy has demonstrated a progressive career growth with extensive experience in technical support, management, and process improvement in the technology and support industry.

Eli Murphy's education history begins in 1999 when they attended Minnesota State University, Mankato, where they studied Speech Communications until 2002. In 2019, they enrolled at Inver Hills Community College and pursued an Associate of Arts (AA) degree in Business Management and Leadership, which they completed in 2020. Later, in 2021, Eli attended Concordia University-St. Paul to earn a Bachelor's degree in Business Management and Leadership. Apart from their formal education, Eli also obtained a Six Sigma Yellow Belt Certificate from the University of St. Thomas - Opus College of Business in June 2018.