DESMOND PASLEY
Garland,TX
Summary
Accomplished Software Support Engineer at Trintech with a unique blend of technical support and consulting expertise. Excelling at diagnosing and resolving complex software issues, providing strategic guidance, and ensuring the seamless integration and optimization of software solutions. Adept at understanding client needs, offering tailored solutions, and enhancing user experience through proactive support and consultation. Known for maintaining positive communication even in high-pressure situations, I am committed to delivering high-quality service, fostering strong client relationships, and driving continuous improvement in both support and consulting processes. Ready to leverage deep technical knowledge and interpersonal skills to provide exceptional technical solutions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Software Support Engineer
Trintech
10.2023 - Current
- SaaS products to conduct support for a reconciliation application for live clients.
- Delivered high-quality service by maintaining up-to-date knowledge on industry trends, technologies, and best practices.
- Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
- Expedited issue resolution times with thorough testing and analysis of reported bugs before escalating to the development team.
- Streamlined workflow processes for increased efficiency by implementing new and existing troubleshooting techniques.
Help Desk Support Technician
Fujitsu
04.2023 - 09.2023
- Assist on-site techs
- Virtual Machine (Citrix)
- POS Configurations
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained and updated Service Now ticketing database.
- Operate Office 365
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
IT Apprentice
Pecan Deluxe
08.2022 - 04.2023
- Hardware inventory with IT department
- EDI and Physical Invoice organization
- Coordinate with other departments according to projects
- Managed backup and recovery of data assets to safeguard system availability.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Worked under guidance of experienced professionals to learn trade best practices and techniques.
Residence Concierge
W, Hotel
07.2021 - 06.2022
- Coordinating with other departments.
- Working with applications including Office Suite and Building link (residential management software)
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Handled customer complaints to satisfy and retain guests.
- Maintained accurate and up-to-date records of guest information.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Front Desk Agent
Residence Inn Addison
05.2021 - 08.2021
- Operator for PBX, answering incoming calls, guest inquiries, and reservations
- Maintained clean and organized front desk areas to uphold polished company image.
- Knowledgeable in Marriott Standard Processes, including Guest Experience and
- Guest Standards
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Developed and maintained positive relationships with guests for satisfaction.
- Answer questions and Inquiries about the property
Education
Help Desk/User Support Technician C1.CIT.Help.Desk - Information Technology
Dallas College
Dallas, TX09.2023
COMPTI A+ - Techonology
University of Texas Dallas
Dallas, TX09.2023
Skills
- Microsoft Active Directory
- Linux OS
- Microsoft Certification
- Hardware Repair
- Data Security
- Support Ticket System Management
- Microsoft Operating Systems
- SQL
- Microsoft Windows and Office 365
- Computer Configurations
- Application support
- Incident Management
- Server maintenance
- Project Management
- Customer Service
Accomplishments
- Symphonic Orchestra Youth Symphony
- USTA Tennis/ATP Tour Tennis
- Computer systems from building, programming, and repairing
- Investing Via: Stocks, Mutual funds(ETFs)
- Weight Lifting
Certification
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- IT Google Support Professional
- CompTIA A+
Timeline
Software Support Engineer
Trintech
10.2023 - Current
Help Desk Support Technician
Fujitsu
04.2023 - 09.2023
IT Apprentice
Pecan Deluxe
08.2022 - 04.2023
Residence Concierge
W, Hotel
07.2021 - 06.2022
Front Desk Agent
Residence Inn Addison
05.2021 - 08.2021
Help Desk/User Support Technician C1.CIT.Help.Desk - Information Technology
Dallas College
COMPTI A+ - Techonology
University of Texas Dallas
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