BEN MCMURTRY
SUMTER
Summary
Dynamic leader in IT and supply chain management, driving operational efficiency through strategic process improvements. Expertise in mentoring teams, enhancing service desk performance, and implementing best practices to elevate customer experiences and meet organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT SERVICE DESK LEAD
Provalus
10.2025 - 03.2026
- Serve as the senior point of contact for complex, high-priority, or unresolved technical tickets.
- Tracked ticket resolution times and customer satisfaction (CSAT) scores, ensured consistency in meeting Service Level Agreements, and monitored service desk analysts' call queues to optimize support operations.
- Implement best-practice frameworks (like ITIL) to improve workflows, ticket triaging, and self-service portals.
- Managed shift schedules, mentored support technicians, and conducted performance reviews to enhance team effectiveness.
- Acted as a liaison between end-users, support staff, and senior IT management to facilitate communication and resolve issues efficiently.
- Publishing/updating Knowledge Base Articles for Tier 1 and Tier 2 Service Desk Analysts.
- Maintaining daily, weekly, monthly, and quarterly reports for both Provalus and the client, REE Medical.
- Conducted team trainings on new procedures to ensure compliance.
- Collaborated with client REE Medical to address technical needs.
SUPPLY CHAIN COORDINATOR & PROJECT MANAGER
Prisma Health Richland Hospital
Columbia
02.2021 - 04.2025
- Created, implemented, and managed an open PAR inventory system project streamlining a quick and easy way to access medical supplies in the case of an emergency for the ED departments and Medical ICU departments.
- Oversaw flow of medical supplies and equipment to ensure timely availability for clinical use.
- Managed inventory and coordinated with vendors to maintain compliance with regulations and optimize supply availability.
- Received, distributed, and replenished supplies while managing safety stock levels and collaborating with clinical departments to enhance supply chain processes.
- Columbia, SC
ITS PROJECT MANAGER
Space Saving Solutions
Lexington
09.2024 - 03.2025
- Resolved ITS service tickets for hospital systems, ensuring timely support and effective product functionality.
- Provided a proactive interface between the customer and internal staff to ensure the safe and effective installation of our products and services.
- Represented company in marketing and installation, overseeing crew for wall mounted devices, integrating computer and medical carts, and mounting wall panels for supply storage.
- Lexington, South Carolina
IT SERVICE DESK ANALYST
Insight Global / Cooley, LLP
12.2022 - 07.2024
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Decreased downtime by identifying IT issues and implementing preventative measures, ensuring smoother operations.
- Provided expert support by troubleshooting complex technical problems, enhancing end-user satisfaction and resolution speed.
- Provided remote support to end-users for troubleshooting technical issues.
- Improved user experience by monitoring feedback and adjusting software applications, leading to increased user satisfaction.
Education
Undergraduate Certification - Information of Technology Essentials
DEVRY UNIVERSITY
Online06-2021
Skills
- Service desk management
- Ticket management
- Ticketing systems
- Technical troubleshooting
- Remote support
- IT asset management
- Asset tracking
- Process optimization
- Project management
- Information technology expertise
- Team leadership
- Effective communication
- Problem solving
- Escalation processes
Certification
- Excel Supply Chain Analysis: Solving Inventory Problems
- Supply Chain Foundations: Project Management
- Creating Flowcharts for Beginners
- Cultivating Mental Agility
- Inventory Management Foundations
Accomplishments
- Dean's List - Fall 2020
- Dean's List - Spring 2021
- Dean's List - Summer 2021
- Dean's List - Fall 2021
- National Honors Society - Presidential Member
Timeline
IT SERVICE DESK LEAD
Provalus
10.2025 - 03.2026
ITS PROJECT MANAGER
Space Saving Solutions
09.2024 - 03.2025
IT SERVICE DESK ANALYST
Insight Global / Cooley, LLP
12.2022 - 07.2024
SUPPLY CHAIN COORDINATOR & PROJECT MANAGER
Prisma Health Richland Hospital
02.2021 - 04.2025
Undergraduate Certification - Information of Technology Essentials
DEVRY UNIVERSITY