Malcolm Rashon

Experienced Business Operations Support Specialist

Tempe, AZ

acev69@r.postjobfree.com - Cell: 480-***-****

Operating Systems Supported:

Desktop support for: WIN 98, ME, WIN 2000, WIN NT, XP Professional and Vista

MAC OS X

Hardware, Software, and Technology Supported:

Active Sync, Air Cards, MDAs, PDA, Blackberries, Smart Phones, WAN, LAN, Wi-Fi, VPN Software Installation

and configuration,TCP/IP, DNS, DHCP, Microsoft Exchange, High Speed Cable Internet, Cable TV, Dial

up, DSL and Internal Help Desk End User Support for Desktop work Applications,Printers, Scanners,Fax

Machines, Routers, Modems, Triplites and Servers.

Email Clients Supported: MS Office Outlook/OE, MAC Mail, Windows Mail and all third party email clients like

Netscape, Mozilla Thunderbird etc.

Tools:

Active Directory, Remedy, Primus KB, Google, MS Outlook, MS Word and Excel

WORK EXPERIENCE

Tier I Tech Support

EDMC Online College - Phoenix, AZ - February 2014 to April 2014

Responsibilities

Tier I Tech Support Representative responsible to assisting online students with technical assistance with any

technical issues with the online college website in regards to submitting assignments, software installation and

troubleshooting of University required software such as Vital Source Digital Books, Vital Source Bookshelf

App, MS Office 365, Adobe Cloud and University Mobile Applications. Also troubleshoot any issues with

Browser compatibility with the Online University website and any Internet connectivity issues with the website.

Supported OS’s we’re WIN 7, WIN 8 and MAC OS 10.6 to 10.9.

Business to Business Sales Representative

AT&T Mobility - Tempe, AZ - August 2013 to November 2013

AT&T Business Center Support representative responsible for providing AT&T Mobility Business customer

support with upgrading their AT&T Mobility devices and Mobility Applications along with assisting existing

AT&T Mobility business customer's in finding ways to make their businesses more cost effective by providing

billing cost analysis and by making sure all of their AT&T Mobile devices are up to date and running on the

AT&T 3G/4G LTE Network.

Level II Technician

Apex Systems - Phoenix, AZ - March 2013 to July 2013

Apex System I.T. Contractor on temp contract assignment with The University of Phoenix as a Level II

Technician providing technical support for University of Phoenix students and faculty with navigation questions

and technical issues with the University of Phoenix online school website.

Pharmacy Help Desk Technician

Avella Specialty Pharmacy - Phoenix, AZ - October 2012 to March 2013

Provide Tech Support for Retail Pharmacist and Pharmacist Technicians with Hardware installation,

configuration, troubleshooting for printers, scanners and fax machines. Assisted end users with the

installation,configuration and troubleshooting issues with Business Software. Provided WIN 7 Desktop and

Laptop workstation support. Assisted with the operation and troubleshooting of the POS system, drug

dispensing software issues and Rx Claim rejection errors.

Business Operations Support Specialist

Technisource @ State Farm Insurance - Tempe, AZ - August 2011 to September 2012

Provided internal Help Desk Support for State Farm Business Partners (Agents and Staff Members).

Troubleshooting Technical issues with Business Application software. Provided WIN 7 Desktop workstation

and Laptop support and assisted end users with installing, configuring and trouble shooting hardware issues

with printers, scanners and fax machines.

Customer Service

Apple One - Phoenix, AZ - April 2011 to August 2011

Temporary contract and temp to hire employment service

Client: Affirmative CCS.

Provide customer support for online web hosting services.

Responsibilities include; sales, retention, tech support

and assisting customers with billing inquiries.

Tier 2 Tech Support

Cable One - Phoenix, AZ - May 2010 to November 2010

Provided Tech Support for High Speed Cable Internet. Helped customers in troubleshooting Internet

connectivity and email issues. Assist customers with new High Speed Cable Modem Installation.

Customer Support Rep

ACS - Federal Way, WA - August 2009 to January 2010

Provided customer service and tech support for Verizon Wireless customers. Assisted customers with new

phone activations, email setup, answered billing questions, replaced defective or damaged equipment.

Provided tech support for Smart Phones, PDAs, MDA, Blackberries, Laptops and Netbooks.

Reservation Agent

Holland America - Seattle, WA - August 2008 to August 2009

Provided customer service and book reservations for Holland America cruises and cruise tours for cruises

around the world.

IT Contractor

Volt VMC - Redmond, WA - March 2008 to July 2008

Provided Third Party Tier 3 Tech support and customer service for Real Networks subscribers with RealPlayer,

Rhapsody Player, Rhapsody MP3 Store, Superstore and Real Arcade.

IT QA Consultant

Hyper Quality - Seattle, WA - August 2006 to January 2008

Provide call center monitoring and quality evaluations of call center agents for clients to identify opportunities

to help maintain and improve the level of quality customer support.

Environment/Tools: • Remedy

• MS Office Outlook

Tier 3 Tech Support

WDS Global - Kirkland, WA - March 2006 to August 2006

Provided third party Tier 3 Tech Support for Verizon and Cingular customers.

Products Supported: • MDAs, PDAs, Smart Phones and Wireless Air Cards.

IT Contractor

Tek Systems - Bellevue, WA - December 2005 to March 2006

Provided tech support for various corporate clients in the Seattle Metro area.

Clients: • Starbucks Enterprise Help Desk

Provided Workstation Desktop and laptop support for internal corporate end users with LAN and Desktop

application issues. Also provided tech support for VPN software configuration and connectivity issues as well

as tech support for WAN, Wi-Fi and Mobile Devices. Environment/Tools used: Remedy, MS Office Outlook,

Word, Excel, and Active Directory.

• BECU

Provided inventory of computer hardware and installed/uninstalled computer hardware.

Tech Support

Wave Broadband - Kirkland, WA - August 2005 to December 2005

Communicated with customers over the phone regarding High Speed Data and video inquiries and services.

Create work orders for High Speed Cable Internet and Cable TV installation. Troubleshoot High Speed Cable

Internet connectivity issues. Assisted customers in programming their cable boxes and DVRs.

On Call Mail Courier and Shuttle Driver

Pitney Bowes - Seattle, WA - June 2005 to August 2005

Picked up and delivered medical records, mail, hospital supplies and Lab specimens from the Virginia Mason

downtown campus to Virginia Mason and St. Francis Hospital in Federal Way and then back downtown.

Customer Service and IT Infrastructure Help Desk Specialist

Premera Blue Cross - Mountlake Terrace, WA - November 2003 to May 2005

Help Desk Specialist: Answered internal calls to research, troubleshoot and create work orders using Remedy

to resolve internal network operation and software issues for internal users. Reset passwords, authorized user

access for desktop applications and software on the network using Active Directory. Provided workstation OS

Desktop and Laptop support.

Customer Service: Answered calls from both members and providers to give benefits information over the

phone and answered questions regarding Claim status.

Tech Support

MindSpring/EarthLink Inc - Seattle, WA - May 2000 to January 2003

Provided support for internet connectivity issues, answered computer configuration questions, assisted

customers on how to install EarthLink software and walked customers through setting up their internet

connections.

Customer Service: Assisted customers with billing questions and setup new accounts.

EDUCATION

Liberal Arts

Eastern Washington University - - Cheney, WA

1982 to 1984

College Prep

Lewis and Clark H.S. - Spokane, WA

1977 to 1980

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