Customer Service Software

Brian S. Maltass Cell: 813-***-****

***** ********** **** **. *** #8

Tampa, FL 33647 ***********@*****.***

Technical Support / Help Desk

SUMMARY OF QUALIFICATIONS

Highly motivated, accountable, teachable, creative and energetic customer service/IT consultant with over 10 years of

customer service, dealing in a positive manner with the public. Over 4 years’ experience in Help-Desk / Information

Technology including experience in both hardware as well as software applications including Microsoft office,

troubleshooting experience and help-desk situations.

PROFESSIONAL EXPERIENCE

Synergy Health PLC Tampa, FL January 2014 - May 2014

Enterprise Application Support Analyst

Implement and support the SynergyTrak application in client locations.

Set up test facility at the Tampa location. (added Wyse terminals, laser printer, bar-code printer to the

network)

Provide 1st level IT support for all U.S. facilities as well as the HQ office.

Field and resolve incoming calls, tickets, and e-mails. Tracked all issues in the Zendesk ticketing system.

Remote into client PC using Webex software for remote assistance.

Assist infrastructure with HW replacement, configuration, and software installations, re-image desktop and

laptops for reuse, assigned users to network printers.

Configured mobile phone to be sent out to Sr. members at Synergy Health.

Support internal users on the CQMS quality application that was being implemented at Synergy Health.

Active Directory experience with creating user accounts, resetting passwords.

Created Google Groups.

Assisted with creating forms and docs using Google Docs and Google Forms.

Dell Laptop repair / part(s) replacement.

SonicWALL VPN Client experience.

Assisted users with Avaya phone system (setting up vm, call forwarding).

Pilgrim Software Tampa, FL July 2011 – January 2014

Technical Support Specialist

• Provide software support for proprietary software issue, server connectivity, and training requirements.

• Track all calls in Salesforce database, track and report bugs, replicate client issues in either a MSSQL or Oracle

environment VM.

• Remote into client PC using Webex software for remote assistance

• Create new user groups, reset passwords and accounts for Active Directory users

• Write basic select statements to search and identify data in our VMs to ensure clients can run and pull data in their

environment.

• Write basic update statements to correct data issues, but need them approved by engineering prior to releasing

statement to client.

• Write SQL Queries(Update/Select) trace to identify errors in the UI.

MDI - Achieve Tampa, FL August 2007-December 2009

Software Support Analyst

• Support Windows and Web-based REPS products via phone, e-mail and remote desktop application.

• Provide "How-To" instruction to clients, resolved application errors, performed SQL data corrections and assisted

with installations.

• Create easy to follow documents with pictures to assist clients in their use of REPS applications.

REPS Trainer (@ MDI) February 2008-December 2009

• Travel to various continuous care retirement communities across the US and train marketing staff to utilize

company software.

• Conduct online trainings for staff.

• Direct, instruct, and communicate effectively to personnel.

EDUCATION / TRAINING / PROFESSIONAL DEVELOPMENT

University of South Florida 2012-Present

Hillsborough Community College Tampa, FL 2010 - 2012

Associates of Arts degree

United States Naval Reserve Hialeah, FL 2001-2003

COMPUTER SKILLS

Microsoft Office '07 SQL

Windows XP Live Meeting

Bomgar CRM

INTERESTS

Member United States Tennis Association, running, computers, web design

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