Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Generic

Dalton Fralin

Rogers,AR

Summary

Experienced IT support specialist with a proven track record in troubleshooting software and hardware issues, managing IT workflow, and delivering exceptional customer service. Dedicated to ensuring seamless operation of technology systems to enhance productivity and efficiency. Skilled in identifying and resolving technical issues promptly to minimize downtime and optimize system performance. Committed to staying current with industry trends and technologies to provide innovative solutions for complex IT challenges.

Overview

13
13
years of professional experience
1
1
Certification

Work History

CSR, Ticket Team, CSR II IT

Intouch CX
11.2019 - Current
  • Software & Hardware Troubleshooting: Diagnose and resolve software and hardware issues, ensuring minimal downtime for company agents and optimizing system performance.
  • IT Issue Management: Track and manage IT issues from identification to resolution, ensuring timely resolution and clear communication with users.
  • Data Entry & Analytics: Perform data entry and analyze trends in IT-related issues to improve efficiency and proactively address recurring challenges.
  • Collaborate with cross-functional teams to develop solutions, and implement new processes to enhance overall service delivery.
  • Communicate effectively and professionally with internal stakeholders to address IT-related concerns and ensure seamless operations.
  • Monitor and evaluate IT systems and workflows regularly to ensure optimal performance and systems are functioning as intended.
  • Diagnose and troubleshoot IT issues, resolving backend issues using basic coding techniques, improving operational workflows.
  • Handled inbound customer service calls for Hyundai Blue Link Services, assisting with troubleshooting and technical support.
  • Promoted to Safety & Security Team, managing emergency Automatic Collision Notification (ACN) and SOS alert calls.
  • Further promoted to Ticket Team, collaborating with engineers to resolve backend vehicle service issues.

Gym Manager & Coach

Dauntless Athletics
04.2017 - 08.2019
  • Developed and led gymnastics and cheerleading classes, ensuring a safe and engaging training environment.
  • Managed daily gym operations, including staff scheduling, labor cost control, and facility maintenance.
  • Built strong client relationships, increasing customer retention and securing new memberships.
  • Trained and mentored new employees on proper spotting techniques and class management.

Bus Driver

Chandler Unified School District (CUSDB0)
11.2016 - 05.2018
  • Transported students safely to and from school while ensuring compliance with all safety protocols.

Cheer & Stunt Coach

Desert Storm Elite
06.2015 - 05.2018
  • Provided specialized coaching in partner stunting, teaching fundamental and advanced techniques.

Resolution Specialist I & Dispatcher

Walmart Corporate
08.2017 - 01.2018
  • Assisted Walmart store teams in managing online order issues and resolving customer concerns.
  • Helped develop and implement an efficient dispatch system for online grocery deliveries.

Manager & Delivery Driver

Domino’s Pizza
05.2012 - 04.2014
  • Managed store operations, including scheduling, inventory management, and payroll processing.
  • Provided customer service and efficiently delivered orders to customers.

Education

No Degree Completed - Accounting and Business

University of Arkansas Fayetteville
Fayetteville, AR
01.2012

Degree - Accounting and Finance

Mesa Community College
Mesa, AZ
01.2016

Skills

  • IT Support & Troubleshooting (Hardware & Software)
  • Remote Technical Assistance
  • Ticketing Systems (Jira, Zendesk)
  • Customer Service & Call Center Operations
  • Team Leadership & Staff Training
  • Inventory & Workflow Management
  • Emergency Response Handling (ACN, SOS Calls)
  • Coaching & Sports Training
  • Scheduling & Payroll Management
  • Delivery Driver & Box Truck Operations
  • Software & Hardware Troubleshooting
  • Data Entry, Reporting, & Analytics
  • IT Issue Management
  • Window 10/11
  • Linex operation systems
  • C coding
  • Python Coding
  • Javascript coding
  • Google docs
  • Google spreadsheets
  • Zendesk
  • Super punch
  • Excel
  • Mac
  • CRM software
  • Complaint handling
  • Call center experience
  • Complaint resolution
  • Refunds processing
  • Decision-making
  • Problem-solving
  • Live chat support
  • Multi-line phone talent
  • Microsoft Excel
  • Microsoft outlook
  • Relationship building
  • Order processing
  • Document control
  • Credit card payment processing
  • Report preparation
  • Paperwork processing
  • Follow-up skills
  • Skype
  • Call escalation
  • Problem resolution
  • Data collection
  • Quality assurance controls
  • Team collaboration
  • Active listening
  • Warehousing functions
  • Business development
  • Researching
  • Microsoft PowerPoint
  • Call management
  • Verbal and written communication
  • Data entry
  • Time management
  • De-escalation techniques

Certification

  • Class B CDL- Arkansas
  • Driver’s License- Arizona

LANGUAGES

Native- English

Timeline

CSR, Ticket Team, CSR II IT

Intouch CX
11.2019 - Current

Resolution Specialist I & Dispatcher

Walmart Corporate
08.2017 - 01.2018

Gym Manager & Coach

Dauntless Athletics
04.2017 - 08.2019

Bus Driver

Chandler Unified School District (CUSDB0)
11.2016 - 05.2018

Cheer & Stunt Coach

Desert Storm Elite
06.2015 - 05.2018

Manager & Delivery Driver

Domino’s Pizza
05.2012 - 04.2014

Degree - Accounting and Finance

Mesa Community College

No Degree Completed - Accounting and Business

University of Arkansas Fayetteville

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