Malcolm Shabazz
- Role
- Senior Help Desk Support Representative at Vertical Screen, Inc.
- Location
- Norristown, PA, US
- LinkedIn followers
- 500 followers
About Malcolm Shabazz
I\'m in the process of changing careers. DISCLAIMER: Views…
Experience
Senior Help Desk Support Representative
Aug 2016 — Present · Warminister, PA
We use Issuetrak for our ticketing system which is cloud-based. • The Producer is their proprietary Workflow Management System. • Discovered and documented major issues/bugs with proprietary software. • Closing on average 60 calls daily with a 95% first-call resolution ratio without escalation. • Administered the databases for our client, applicant, and vendor accounts and websites. • Processing client orders/changes according to established department policies and procedures. • Responds to internal/external user requests to determine the nature and extent of support needed. • Manage user accounts, user permissions, password resets, account creation; activation, and deactivation. • Performed remote desktop support on Mac OS, Windows 7, Windows 8.1, and Windows 10 using LogMeIn. • Providing both “Tier 1\" and “Tier 2\" levels of software support, training, and troubleshooting over the phone.
Education
Charter High School for Architecture + Design (Closed Down)
High School
ITWorks
Certificate of Achievement
2014 — 2014
Montgomery County Community College
Art
2007 — 2009
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