Customer Support professional with 15+ years of experience handling support cases for internal and external customers. Demonstrated ability to meet or exceed Key Performance Indicator (KPI) standards and maintain high customer satisfaction. Summary of Qualifications: ∙ Proven ability to troubleshoot and resolve issues. ∙ Hands-on experience with Knowledge Centered Support methodology. ∙ Strong written and verbal communication. ∙ Demonstrated ability to clearly document issue and resolution in Call Tracking System. ∙ Detail-oriented and able to learn quickly. ∙ Work well within and across teams as well as independently.

1. Frankie Malcuit
4395 NE 13th Ave, Unit S djfrankiefox@gmail.com
Oakland Park, Florida 33334 Cell 516.993.1553
COMPUTER APPLICATION SKILLS
 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 Jira CRM, Siebel CRM, Vantive CRM, GTL,
Heat CRM
 Oracle SAP R3, Hybris
 Citrix Products (XenDesktop, XenApp, XenServer, XenMobile, Podio, ShareFile, GoToMeeting, GoToAssist &
GoToWebinar)
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
Accounts Receivable Specialist
 Responsible for a multi-million dollar portfolio with a focus on keeping total open AR balance at 93% or greater
current.
 Develop and maintain client relationships to assist with billing questions and issues.
 Work with internal teams to resolve customer orders and billing issues.
 Active participation in UAT for projects to identify and drive enhancements/improvements to the business.
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 Advisor/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.
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.