1. Frankie Malcuit
900 NE 26th Street, Apt 8 djfrankiefox@gmail.com
Wilton Manors, Florida 33305 Cell 516.993.1553
COMPUTER SKILLS
• Citrix Products (XenDesktop, XenApp, XenServer, XenMobile, Podio, ShareFile, GoToMeeting, GoToAssist &
GoToWebinar)
• Windows OS (95, 98, ME, Vista, 7x, 8x & 10); MS Office Suite 2010/2013/2016 (Outlook, Word, Excel,
PowerPoint & Visio)
• Salesforce.com (CRM, Knowledge & Reports); Service Desk Express CRM, Siebel CRM, Vantive CRM, SAP R3,
GTL, Heat CRM
EDUCATION
Broward College in Fort Lauderdale, FL 9/15 – Present
Business Administration Major GPA: 4.0
PROFESSIONAL EXPERIENCE
Citrix Systems, Inc. in Fort Lauderdale, FL 11/08 - Present
Senior Customer Service Representative
Quality Assurance Team: Monitor, audit and provide verbal and written coaching to Frontline & Level 2 Teams in
order to maintain established quality standards.
Knowledge Management Team: Create, update and publish articles for internal/external Knowledge Base.
Frontline/Level 2 Teams: Administrative support for account maintenance, Support Entitlement and order
correction issues submitted by end-users, resellers, and internal contacts.
Assist with navigation of Citrix websites, License Allocation and troubleshooting of common errors.
TAG – The Answer Group in North Lauderdale, FL 7/08 – 11/08
Technical Support Engineer
Provide phone-based technical support to AT&T DSL customers for issues that are considered out-of-scope for
Tier 1 and Tier 2 Level support.
Responsible for virus/spyware removal; router and wireless network setup; email client configuration.
H & M in Westbury, NY 3/06 - 6/08
Sales Associate/Department Responsible
Assist guests within each department, fitting rooms and at the register.
Maintain cleanliness and inventory levels per established standards.
Work with Visual Staff to maintain store sets per guidelines set forth in Department Books.
Caven Enterprises, Inc. in Dallas TX 12/04 - 2/06
Audio Visual Staff
Provide music and video entertainment through various media for clients in bar/club environment.
Maintain cleanliness and perform preventative maintenance to ensure operating standards of high end electronic
equipment.
Hastings Entertainment, Inc. in Amarillo TX 10/99 - 12/04
EDI Coordinator
Develop, test and implement maps in order to exchange EDI documents with new and existing trade partners.
Maintain and edit existing maps as necessary.
Daily research of issues, maintenance of files and responding to e-mails. Various administrative tasks and
upkeep of spreadsheets.
Guest Service Specialist:
Directly represent Hastings and uphold company philosophies and policies while assisting guests via the Guest
Service Line.
Document, investigate and facilitate resolution of guest complaints through coordination with store management.
Process Internet merchandise returns
Store Support Helpdesk Technician - Level 1:
Troubleshoot and resolve internal hardware and/or software issues to maintain store productivity and efficiency.
Identify and assist with associate training issues.
Maintain proper call logs.