Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Malachi Branch

West Palm Beach

Summary

Support Specialist with extensive experience in remote desktop and cloud environments. Demonstrated proficiency in troubleshooting and problem-solving, complemented by strong written and verbal communication skills. Experienced in client-facing roles with expertise in ticketing software including ServiceNow, and Salesforce, and Dynamics. Skilled in database management and knowledgeable in retail POS systems and virtual phone operations.

Overview

10
10
years of professional experience

Work History

Product Support Specialist

ICE
Jacksonville
10.2023 - Current
  • Provided support for the Multiple Listing Service, Paragon to agents, brokers, and appraisers.
  • Cultivated client relationships to ensure satisfaction and prompt issue resolution.
  • Troubleshot software application malfunctions and recommended corrective actions.
  • Recreated client issues in test environments to identify causes and implement solutions.
  • Documented client interactions and recurring technical issues to enhance quality programs.
  • Supported installations, compatibility troubleshooting, and ongoing software operations.
  • Utilized systems such as JIRA, Cisco Finesse, Bomgar, and Salesforce for optimal performance.

Support Specialist

Working Solutions
03.2023 - 10.2023
  • Assisted clients in preparing federal and state income tax returns on Intuit platform.
  • Provided troubleshooting support for issues across desktop, mobile, and web applications.
  • Responded to phone inquiries and web chat requests, resolving client issues efficiently.
  • Delivered expert guidance and tax explanations, ensuring clients filed returns confidently.

Remote Help Desk Technician

Ellucian
07.2021 - 02.2023
  • Provided remote technical assistance to universities, resolving network hardware and software issues.
  • Facilitated computer repairs and application support for student devices.
  • Performed troubleshooting for Learning Management Systems, including Canvas and Blackboard.
  • Processed student inquiries via email and phone regarding complaints, assignments, or payments.

Administrative Assistant

HOUSE OF HEALING HEARTS INC NON-PROFIT 501C3
Lake Worth
05.2018 - 06.2021
  • Scheduled and coordinated meetings for CEO and Directors to enhance strategic alignment.
  • Prepared communications, memos, and invoices for management and clients to ensure clarity.
  • Assisted Director with project execution to comply with program contract terms and conditions.
  • Maintained training certificates and licensure for staff to meet regulatory requirements.
  • Created Excel spreadsheets to monitor quality assurance metrics and track donations.
  • Utilized QuickBooks for employee payroll processing and direct deposit documentation.
  • Researched grant opportunities and completed initial applications to secure funding resources.

Team Member

CHEVRON
Royal Palm Beach
01.2016 - 04.2018
  • Managing the cash register, ensuring the funds are balanced with customer spending, and examining profit and loss at the end of the day.
  • Ensure prompt, efficient, and courteous customer service to store customers, vendors, and staff.
  • Preparing daily shift reports at the end of the shift, per company guidelines.
  • Maintain the condition and organization of the store's surrounding property.
  • Communicate with vendors about shipments of products and stock.
  • Assisted customers with product selection, product inquiries, checkout, and returns.

Education

BACHELOR OF BUSINESS ADMINISTRATION (BBA) - Business management

Jacksonville, Florida
Jacksonville, Florida
07.2020

ASSOCIATES ARTS - Business Management

Lake Worth, FL
Lake Worth, FL
12.2017

Skills

  • Technical support
  • Software troubleshooting
  • Client relationship management
  • Problem solving
  • Team collaboration
  • Time management
  • Attention to detail
  • Remote assistance
  • Interpersonal and written communication
  • Client relationship building

References

Available upon request

Timeline

Product Support Specialist

ICE
10.2023 - Current

Support Specialist

Working Solutions
03.2023 - 10.2023

Remote Help Desk Technician

Ellucian
07.2021 - 02.2023

Administrative Assistant

HOUSE OF HEALING HEARTS INC NON-PROFIT 501C3
05.2018 - 06.2021

Team Member

CHEVRON
01.2016 - 04.2018

BACHELOR OF BUSINESS ADMINISTRATION (BBA) - Business management

Jacksonville, Florida

ASSOCIATES ARTS - Business Management

Lake Worth, FL

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