Malcolm Rashon
Phoenix
Summary
Operating Systems and Technology Supported: Provided phone support for: WIN 10/11 and MAC OS X. Hardware , Software , and Technology Supported: Active Sync, Wireless Adapters, Blackberries, Smart Phones, WAN, LAN, WIFi, VPN Software Installation, Desktop /Laptop Re -imaging, TCP/IP, DNS, DHCP, Microsoft Exchange , High Speed Cable Internet and Cable TV and DSL. Internal Help Desk End User Support for Desktop Applications: MS Outlook, MS Word, Excel and all other Microsoft Suite Applications. Hardware : Printers, Scanners, Fax Machines, Routers, Modems and Servers. Willing to relocate to: Las Vegas, NV - San Diego, CA - Seattle, WA
Overview
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Analyst I
Bank of America
05.2025 - 03.2026
- Provide Level-1, client-facing technical support to a global user base-handling basic troubleshooting of Microsoft and proprietary banking applications through phone, email or chat.
- Diagnose and resolve issues with Microsoft Office suite and proprietary systems.
- Support Windows (10/11), Mac OS X, Cisco/VOIP telephony, Blackberry, Android, and iOS devices.
- Log and manage incidents using ticketing systems, meeting defined service levels.
- Provide user support across multiple channels (phone, chat or email).
- Receive in-house training to stay current on tools and systems.
- Work within a technology call-center environment, using available resources to resolve issues efficiently.
Product Support Specialist
LPL Financial
09.2024 - 04.2025
- Provide exceptional customer service to Financial Advisors, their assistants and their clients, and LPL internal business partners in navigating and troubleshooting proprietary LPL and vendor software, as well as multiple office applications and browsers.
- Provide timely updates on all ongoing support issues into service tracking system logs detailed report of issues, and collaborate with escalation teams to ensure timely reporting and response.
- Provide new and existing customers with the best possible service in relation to application inquiries, service requests, suggestions and complaints.
- Resolve customer inquiries and complaints, quickly, fairly, and effectively in compliance with the financial regulations.
- Gain moderate understanding of financial industry terms, while maintaining a working knowledge of cataloged issues to ensure awareness and create alternative solutions.
- Overall, engineer quality client experiences that promote the company values through positive positioning and professional language, courtesy, and striving to exceed the client's expectations.
Learner Success Advocate
Penn Foster Group
04.2024 - 09.2024
- Penn Foster Group Learner Success Advocate providing support for high school, career, and college learners through their personalized learning experience.
- With a focus on driving persistence and program completion.
- As a Learner Success Advocate we provided a support environment that allowed learners to realize their employability, career, and life goals through accessible, affordable, and self-paced learning opportunities.
Remote Software Support Analyst
First American Title
03.2020 - 04.2024
- Provided technical support for First American Title Escrow Officers, Sales Reps and their clients in the process of buying or selling property, registering for the secure portal to process documents online to complete property transactions and assisting customer with password resets.
- Also assisted customers with two factor identity verification.
Help Desk Analyst
State Farm Operations Center
04.2019 - 11.2019
- Provided Help Desk Support for State Farm Agents and Agent Staff members with password resets and VPN Software provisioning and troubleshooting.
Help Desk Specialist I
Charles Schwab
01.2019 - 03.2019
- Seasonal Temporary Help Desk position for 2019 Tax Season for Charles Schwab online investor accounts.
- Assist clients with password resets, downloading tax documents, website navigation and browser maintenance.
Financial Analyst
Fiserv-Tempe
07.2018 - 01.2019
- Financial Services Support for Debit and Credit Card users to assist Card Holders with Fraud Alerts, cases, transaction disputes and inquiries.
- Also assist Cardholders with Card Activation's, Deactivation's and other Cardholder related services.
Service Desk Representative
Insight Enterprises, Inc.
10.2017 - 04.2018
- Service Desk Representative: First line of contact for business clients needing support for hardware, software and telecom equipment.
- Communicate with the client in non technical clear understandable language.
- Use a ticketing system called Service Desk to manage client with built in knowledge base with articles that can be sent to the client to educate them on how the issue was resolved and with articles that can be edited.
Customer Account Advisor
Consumer Cellular
03.2017 - 10.2017
- Sales, customer service and technical support for Consumer Cellular products such as Android or iOS smart phones, tablets, flip phones, Hotspot and wireless landline devices.
State Farm Mutual Funds Response Center Rep
State Farm
11.2016 - 04.2017
- Assist Mutual Funds Share Owners and Their State Farm Agents in the processing of Mutual Funds Shares financial transactions and Account maintenance over the phone.
Level II Analyst
CDI Corporation
02.2016 - 11.2016
- Level II Analyst's primary responsibility is to perform technical troubleshooting for the end user.
- The Level II Analyst documents clear resolutions in a ticketing system and/or transfers appropriately to a Level III group.
- Responsible for providing superior customer service and ensuring a quick and thorough resolution for the end user.
Education
Liberal Arts -
Eastern Washington University
Cheney, WA06-1984
High school or equivalent - College Prep
Lewis and Clark H.S.
Spokane, WA06-1980
Skills
- Call center agent experience
- Product support specialist experience
- Desktop support
- Azure AD
- Account management
- Microsoft 365 support
- Client interaction via phone calls
- Customer communication
- Google Workspace
- Call center experience
- Customer issue escalation
- Administrative experience
- Firewall
- Individual consumer customer service
- Help desk systems
- Task prioritization
- IT infrastructure
- Website maintenance
- IOS
- Customer Service
- HP Service Manager
- Computer networking
- Android
- Flexibility
- Windows
- Cloud security
- C
- Tablet (troubleshooting support)
- Active Directory management
- Issue tracking
- Jira
- Technical Proficiency
- Intune
- Payment Processing Systems
- System administration
- LAN
- Tech Support
- Email support
- VoIP
- Attention to detail
- Remote access software
- Zoom
- Customer relationship building
- AWS
- Operating systems
- Microsoft Defender for Cloud
- Training & development
- ASPNET
- WAN
- SCCM
- Managing customer accounts
- Microsoft Exchange
- SQL
- IT support specialist experience
- Relationship management
- Meeting facilitation
- User training (system administration)
- Microsoft Office
- Networking equipment (troubleshooting support)
- Excel
- Basic math
- Microsoft Excel
- Systems & applications support
- Phone answering
- Dependability
- Image processing
- Remote Desktop Protocol (RDP)
- Software maintenance
- Laptop (troubleshooting support)
- Client communication management
- CRM software
- Phone customer support
- Customer training
- Resolving technical support tickets
- Leadership
- CRM systems
- Prospecting
- Customer relationship management (CRM) systems (technically supported)
- Customer support ticket management
- Network hardware support
- Phone inquiries
- Printer (troubleshooting support)
- Remote technical support
- Technical support email configuration
- Computer operation
- Interpersonal skills
- PowerShell
- User support
- Software installation
- Multitasking
- Client onboarding
- Active Directory
- AutoCAD
- Zendesk
- Software troubleshooting
- Office experience
- Research
- Helpdesk Support
- Computer skills
- Microsoft Outlook
- Mobile devices
- VMware
- Phone communication
- Incident management
- Analysis skills
- Network security
- Organizational skills
- Desktop (troubleshooting support)
- Computer management
- Network management
- Cloud networking
- Customer support experience within telecommunications industry
- Problem-solving
- Client email correspondence
- Data entry
- Application support
- Visio
- Productivity software
- Time management
- Communication skills
- Windows support
- Cisco VPN
- Case IT Network Tools
- Tufts
- ServiceNow
- Mac OS
Certification
- CompTIA A+ Certification
- Driver's License
- CompTIA Network+
- Microsoft Certified: Azure fundamentals
- CompTIA Security+
- CompTIA A+
Timeline
Help Desk Analyst I
Bank of America
05.2025 - 03.2026
Product Support Specialist
LPL Financial
09.2024 - 04.2025
Learner Success Advocate
Penn Foster Group
04.2024 - 09.2024
Remote Software Support Analyst
First American Title
03.2020 - 04.2024
Help Desk Analyst
State Farm Operations Center
04.2019 - 11.2019
Help Desk Specialist I
Charles Schwab
01.2019 - 03.2019
Financial Analyst
Fiserv-Tempe
07.2018 - 01.2019
Service Desk Representative
Insight Enterprises, Inc.
10.2017 - 04.2018
Customer Account Advisor
Consumer Cellular
03.2017 - 10.2017
State Farm Mutual Funds Response Center Rep
State Farm
11.2016 - 04.2017
Level II Analyst
CDI Corporation
02.2016 - 11.2016
High school or equivalent - College Prep
Lewis and Clark H.S.
Liberal Arts -
Eastern Washington University
Professional Summary
WIN 10, WIN 11, MAC OS X, Active Sync, Wireless Adapters, Blackberries, Smart Phones, WAN, LAN, WiFi, VPN, Desktop / Laptop Re-imaging, TCP/IP, DNS, DHCP, Microsoft Exchange, High Speed Cable Internet, Cable TV, DSL, MS Outlook, MS Word, Excel, Microsoft Suite Applications, Printers, Scanners, Fax Machines, Routers, Modems, Servers, Las Vegas, NV, San Diego, CA, Seattle, WA