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
Desktop support
Technical Support
Technical documents comprehension
Logging support tickets
Application support
Software diagnosis
Client communication
Technical issues analysis
TCP/IP
Staff education and training
Customer support
Data recovery
Critical Thinking
MS Office
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