DELVIN SAMUELS
Miami,FL
Summary
Excellent communicator and dependable team player with strong understanding of insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Licensed Insurance Representative
New York Life
11.2023 - Current
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Calculated quotes and educated potential clients on insurance options.
- Upsold additional products and services after identifying customer needs and requirements.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Help Desk Analyst
BRISTOL MYERS SQUIBB
08.2022 - 01.2023
- Provided basic end-user troubleshooting and desktop support
- Responsible for managing hardware and software for the organization company
- Performs refreshes on laptops, desktops, thin clients, and mobile devices, including reimaging, hardware installation and repair, software installations, as well as repairs
- Managing user accounts in Active Directory for over 500 users in person, as well as remotely using Bomgar and Remote Desktop
- Performing software installations via SCCM (Microsoft System Centre Configuration Manager)
- Working primarily within the Windows 10 OS, as well as the Apple IOS
- Managing users utilizing the ServiceNow Ticketing System
- 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 Specialist
HHAEXCHANGE
02.2019 - 07.2022
- Install, upgrade, support and troubleshoot XP, Windows 7, Windows 10, Windows 11 and Microsoft Office, Apple, Mac, iPhones, iPads, and any other authorized desktop applications
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
- Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
- Customize desktop hardware to meet user specifications and site standards
- Performs work in compliance within specified warranty requirements
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
- Safely package equipment for branches and arrange for the transport of the equipment
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
- When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineers will escalate the issue/problem to proper tier 3 support team member
- Develop trends by monitoring and analyzing incoming calls, problems and support requests
- Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers
- Provide user data and application recovery
- Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
- Use tools and methodologies to load, copy and customize operating system configurations for deployment
- Responsible for tracking hardware and software inventory
- Familiarize end users on basic software, hardware and peripheral device operation
- Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers
- Works with vendor support contacts to resolve technical issues within the desktop environment
- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
- Works with other IT team members regarding new branch builds and upgrades
- Dealing with queries by following departmental procedures for fault resolution
- Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
- Arranges for and/or prepares equipment for shipping/receiving
- Maintains IT records and tracking for area of responsibility
- Ensures that supported customer accurately completes the approved work request with the date and time of submission
- Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
- Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
- Maintain adequate knowledge of operating systems and application software used to provide a high level of support
- Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
- 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
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
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.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Education
No Degree - Cyber Security
Miami Dade College
Miami, FL01.2025
High School Diploma -
Miami Jackson Senior High School
Miami, FL08.1996
Skills
- Teamwork orientation
- Insurance sales expertise
- Goal-oriented mindset
- Continuous Learning Attitude
- Active listening abilities
- Decision-Making Competence
- Data Entry Efficiency
- Policy Renewals
- Account Management
- Call Center Customer Service
- Critical Thinking
- Customer Engagement
Certification
- Cyber Security, Miami Dade College, Miami, FL, 04/20, Present
- Information Technology, The Academy at Hickory Hollow, Miami, FL, 03/15, 08/17
- A+, Comptia NET+, Miami, FL
Timeline
Licensed Insurance Representative
New York Life
11.2023 - Current
Help Desk Analyst
BRISTOL MYERS SQUIBB
08.2022 - 01.2023
Client Support Specialist
HHAEXCHANGE
02.2019 - 07.2022
System Analyst
SEMINOLE TRIBE OF AMERICA
07.2017 - 02.2018
POS Help Desk Technician
NOVA POINT OF SALE
03.2013 - 12.2017
No Degree - Cyber Security
Miami Dade College
High School Diploma -
Miami Jackson Senior High School