Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Malcolm Mays

Malcolm Mays

Hephzibah,GA

Summary

Resourceful IT Professional known for high productivity and efficient task completion. Specialize in troubleshooting software issues, managing ticketing systems, and providing user support and training. Excel in communication, problem-solving, and adaptability to ensure optimal service delivery and user satisfaction.

Overview

7
7
years of professional experience
2
2
Certification

Work History

Help Desk Technician

Premier Networx
Augusta , GA
04.2023 - Current
  • Achieved a 99% positive user feedback rating by resolving over 1,500 tickets monthly, with a focus on first-call resolution, increasing efficiency by 20%, and reducing escalations.
  • Streamlined troubleshooting processes by creating a comprehensive knowledge base, reducing ticket resolution time by 30%, and empowering team members to address recurring issues more effectively.
  • Provided personalized security awareness training to clients, improving password safety practices and phishing threat detection, resulting in a measurable 15% reduction in user-related security incidents.

Cybersecurity Analyst Intern

Mag Aerospace `
Augusta , Georgia
07.2022 - 07.2023
  • Conducted vulnerability assessments using Nessus, supporting the lead analyst in prioritizing vulnerabilities, resulting in a 40% increase in remediation efficiency and a 25% reduction in critical security risks within 6 months.
  • Generated quarterly reports using ACAS Suite tools (Nessus, Tenable.sc), and SCAP, enhancing automated compliance checks and achieving a 30% increase in audit readiness and a 20% improvement in compliance accuracy across key security controls.
  • Enhanced cross-functional collaboration in patch management processes, leading to a 35% reduction in patch deployment time and a 30% improvement in organizational security posture through timely vulnerability mitigation.

Assistant Branch Rental Manager

Enterprise Rent-A-Car
Aiken , SC
01.2022 - 07.2023
  • Increased branch revenue by 15% through strategic upselling, optimizing fleet utilization, and implementing customer retention initiatives, consistently exceeding monthly financial targets.
  • Achieved a 28% improvement in customer satisfaction scores (ESQI) by proactively resolving issues, streamlining rental processes, and delivering exceptional client experiences.
  • Trained and mentored a team of 15 employees, resulting in a 20% increase in employee retention and branch operational efficiency.

Management Assistant, Management Trainee

Enterprise Rent-A-Car
Augusta, Georgia
01.2020 - 01.2022
  • Consistently ranked in the top 5% of sales performance among peers by effectively promoting ancillary products and insurance options, driving branch revenue growth, and customer satisfaction.
  • Collaborated with the management team to train and onboard new hires, reducing ramp-up time by 20%, and contributing to a more efficient and knowledgeable team.
  • Streamlined branch operations by optimizing fleet logistics and implementing scheduling efficiencies, resulting in a 15% reduction in vehicle downtime, and improved overall availability.

Relationship Manager

Bank of America
Savannah, GA
01.2018 - 01.2020
  • Drove a $5 million increase in managed assets by identifying growth opportunities within client portfolios, delivering tailored financial solutions, and fostering trust through consistent, high-quality service.
  • Improved client satisfaction scores to 95% by implementing a proactive relationship management strategy, including quarterly check-ins and personalized financial reviews, ensuring clients felt valued and informed.
  • Increased digital product usage among clients by 30% by hosting workshops and one-on-one training sessions, empowering clients to utilize Bank of America’s online banking and mobile platforms for seamless account management.

Education

BBA - Business Management

Savannah State University
Savannah, GA
05-2015

Skills

  • Ticket management
  • Security protocols
  • Technical documentation
  • Incident responses
  • Leadership
  • Sales

Certification

  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)

Timeline

Help Desk Technician

Premier Networx
04.2023 - Current

Cybersecurity Analyst Intern

Mag Aerospace `
07.2022 - 07.2023

Assistant Branch Rental Manager

Enterprise Rent-A-Car
01.2022 - 07.2023

Management Assistant, Management Trainee

Enterprise Rent-A-Car
01.2020 - 01.2022

Relationship Manager

Bank of America
01.2018 - 01.2020

BBA - Business Management

Savannah State University

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Malcolm Mays