Summary
Overview
Work History
Education
Skills
Timeline
Generic
Delvin Samuels

Delvin Samuels

Information Technology
Brandon ,FL

Summary

Accommodating Senior Technical Support Specialist prepared to take the next step with a new team where unprecedented computer and technical knowledge can be utilized. Level-headed and calm with a strong attention to detail. Accomplished at achieving consistent Top 5 rankings in monthly metrics. Fluent in English

Overview

9
9
years of professional experience
9
9
years of post-secondary education

Work History

Help Desk Analyst

Bristol Myers Squibb
Tampa, FL
08.2022 - Current
  • Provided basic end-user troubleshooting and desktop support.
  • Documented support interactions for future reference.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Used ticketing systems to manage and process support actions and requests.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Performed tests of functionality, security and performance of different workstations and devices.

Client Support Professional Specialist

HHAeXchange
Miami, FL
02.2019 - 07.2022
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Conducted case management activities and services with multidisciplinary team.
  • Used [Software] to prepare and submit database statistics, graphs and charts to accurately track financial movements.
  • Advocated for and acted as liaison to other community-based providers and resources and other benefits, housing, vocation training and employment opportunities.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Upsold products and services to increase company revenue [Number]% beyond targets.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

System Analyst

Seminole Tribe Of America
Hollywood, FL
07.2017 - 02.2018
  • Provided basic end-user troubleshooting and desktop support.
  • Documented support interactions for future reference.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Installed and updated hardware, software and applications on Mac and PC devices.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Used ticketing systems to manage and process support actions and requests.
  • Researched product and issue resolution tactics to address customer concerns.

POS Help Desk Technician

Nova Point Of Sale
Miami, FL
03.2013 - 12.2017
  • Facilitated maintenance team training procedures to align with company standards.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Streamlined POS repair processes to minimize day-to-day downtime and increase overall productivity.
  • Applied knowledge of standard equipment and manufacturer repair guidelines.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

No Degree - Cyber Security

Miami Dade College
Miami, FL
04.2020 - Current

No Degree - Information Technology

The Academy At Hickory Hollow
Miami, FL
03.2015 - 08.2017

High School Diploma -

Miami Jackson Senior High School
Miami, FL
08.1992 - 08.1996

Skills

Proficient in Mac and PC systems

undefined

Timeline

Help Desk Analyst

Bristol Myers Squibb
08.2022 - Current

No Degree - Cyber Security

Miami Dade College
04.2020 - Current

Client Support Professional Specialist

HHAeXchange
02.2019 - 07.2022

System Analyst

Seminole Tribe Of America
07.2017 - 02.2018

No Degree - Information Technology

The Academy At Hickory Hollow
03.2015 - 08.2017

POS Help Desk Technician

Nova Point Of Sale
03.2013 - 12.2017

High School Diploma -

Miami Jackson Senior High School
08.1992 - 08.1996

Similar Profiles

CREATE PROFILE
Delvin SamuelsInformation Technology