Summary
Overview
Work History
Education
Skills
Websites
Certification
Hobbies and Interests
Timeline
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Desmond Pasley

McKinney

Summary

Results-driven Technical Support Engineer with expertise in SaaS application support, technical consulting, and client relationship management. Skilled at diagnosing complex issues, delivering actionable recommendations, and optimizing enterprise software workflows. Proven ability to act as a trusted advisor to clients, streamline internal processes, and drive measurable improvements in software adoption, client satisfaction, and operational efficiency.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Software Support Engineer

Trintech
10.2023 - Current
  • - Provide technical support for SaaS reconciliation applications used by enterprise clients, resolving complex system and workflow issues with a 95%+ first-contact resolution rate.
  • - Partner with clients to evaluate reconciliation processes, identify inefficiencies, and implement optimized workflows, resulting in measurable reductions in processing time.
  • - Deliver strategic consulting on configuration, best practices, and software adoption to ensure clients maximize ROI from Trintech solutions.
  • - Translate technical concepts into actionable recommendations tailored to client business goals, enhancing client satisfaction and retention.
  • - Serve as a trusted point of escalation for critical issues, coordinating with development teams to address bugs and implement long-term solutions.
  • - Develop and maintain internal knowledge base articles, improving team efficiency and reducing repeat client inquiries by 20%.

Help Desk Support Technician

Fujitsu
04.2023 - 09.2023
  • - Provided Tier 1 IT support across desktop, hardware, and software issues for internal and client systems, maintaining a high customer satisfaction rate.
  • - Configured, deployed, and troubleshooted hardware, OS, and business applications, ensuring seamless operations for end-users.
  • - Supported virtualization environments (VMs, Citrix) and POS system configurations, improving uptime and operational continuity.
  • - Enforced data security protocols and conducted backup and recovery processes to protect sensitive information and maintain compliance standards.

IT Apprentice

Pecan Deluxe
08.2022 - 04.2023
  • - Installed, configured, and maintained desktops, servers, and system tools, ensuring stable IT infrastructure across departments.
  • - Provided end-user support across Office 365 and Windows environments, reducing downtime and increasing productivity.
  • - Managed hardware inventory and tracked IT assets, streamlining procurement and maintenance processes.
  • - Collaborated with cross-functional teams on IT projects, supporting department initiatives with timely technical solutions.

Customer Service Roles (Concierge & Front Desk Agent)

W Hotel & Residence Inn Addison
01.2021 - 01.2022
  • - Delivered high-touch service to guests, including VIP clients, consistently exceeding expectations for professionalism and discretion.
  • - Resolved inquiries, complaints, and special requests with empathy and efficiency, improving guest satisfaction and repeat visits.
  • - Developed strong communication, problem-solving, and conflict-resolution skills in fast-paced, high-pressure environments.

Education

Help Desk/User Support Technician -

Dallas College
01.2023

Information Technology

University of Texas at Dallas
01.2023

Skills

  • Technical Troubleshooting & Root Cause Analysis
  • SaaS Application Support & Optimization
  • Client Consulting & Advisory Services
  • Client Relationship Management & Retention
  • Incident & Ticket Management (ServiceNow, Jira)
  • Microsoft 365 / Active Directory / Windows Server
  • Virtualization (Citrix, VMs)
  • SQL & Database Support
  • Hardware & Software Configuration
  • Process Improvement & Workflow Optimization
  • Customer-Facing Communication & Training
  • Data Security & Backup Management

Websites

Certification

CompTIA A+, Google IT Support Professional, Microsoft Certification

Hobbies and Interests

Technical Interests: Building & repairing computer systems, programming basics, Personal Interests: Symphonic orchestra, USTA/ATP tennis, weightlifting, investing

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

Customer Service Roles (Concierge & Front Desk Agent)

W Hotel & Residence Inn Addison
01.2021 - 01.2022

Information Technology

University of Texas at Dallas

Help Desk/User Support Technician -

Dallas College

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