Dariel Malcolm
Pinellas Park,FL
Summary
At Transflo, I leveraged my expertise in technical troubleshooting and exceptional communication skills to enhance IT support operations. Spearheading help desk efficiency improvements, I significantly boosted team productivity. My adeptness in both hardware solutions and Spanish translation uniquely positions me to address diverse customer needs effectively, embodying a blend of critical technical and interpersonal abilities.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Transflo
06.2020 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Assist management in creating training materials pertaining to computer troubleshooting and usage
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Answered questions and provided information to customers about new software or hardware.
- Managed high levels of call flow and responded to technical support needs.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Associate of Arts - A++ C++ in Computer Technology & Information
Pinellas Technical Education Center
Clearwater, FL07-2016
High School Diploma -
Dixie Hollins Adult Education Center
Kenneth City, FL06-2015
Skills
- Product Knowledge
- Basic IT support
- Excellent Written and Verbal Communication
- Escalation management
- Technical Troubleshooting
- Complaint resolution
- Spanish translation
- Computer Hardware
- System Configuration
- Help Desk Support
Languages
Spanish
Native or Bilingual
Timeline
IT Support Specialist
Transflo
06.2020 - Current
Associate of Arts - A++ C++ in Computer Technology & Information
Pinellas Technical Education Center
High School Diploma -
Dixie Hollins Adult Education Center
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