Management Service

Michael Francin

** **** ***** *****, ******** Park, New Jersey 07508 Phone 201-***-**** E-mail ********@*****.***

Experience

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**/**** – Present Management Technology Inc. New York City, NY

Service Desk Manager

• Developed and scheduled the staff required to meet the production shift requirements.

• Ensured proper scheduling of shift assigned duties on daily basis, report conflicts and scheduling change requirements.

• Performed periodic checks for quality and accuracy of data that is backed up and maintained.

• Assembled and oversee problem assessment support teams. Analyze all available factors, and apply experience and knowledge.

• Documented operational and training procedures and created effective reporting.

• Coordinated and ensured shift turnover sessions are performed accurately and completed daily

• Monitored and evaluated the performance of personnel and production resources.

• Provided point of contact for customers requesting service or support from the IT groups, and provided users with access to the steps

necessary to resolve all standard problems.

• Ensured daily operational activities are successfully completed.

• Lead deployment of Windows 7 upgrade for over 1200 users

•

09/2005 – 09/2012 Covanta Energy Morristown, NJ

Lead Support Analyst

• Involved in selection, and deployment of helpdesk software (Service-Now).

• Responsible to carry out enhancement request in helpdesk software (Service-Now) made by IT Teams and Senior Management.

• Monitor daily activities and performance to ensure compliance with all service agreements. Compile and analyze data, prepare daily

reports on call volume, abandon rate, carry over, and outages for senior management.

• Implemented customer satisfaction program to proactively seek customer feedback on random closure of Incidents.

• Team lead for Windows 7 Deployment (4800 users).

• Team lead for PeopleSoft and Long View 7 upgrades.

• Knowledge Base Manager – Created and implemented escalation procedures and FAQ articles (Service-Now).

• Trained 3rd party vendors on Covanta IT Process and Procedures.

• SCCM – Development and Deployment application for Windows 7 project.

• Lead bi-weekly meetings with management to review, new trends, long terms goals and solution for overall growth of the team.

• Service-Now Administering - Incident Management - Problem Management - Change Management - Project Management -

Knowledge Base - Bomgar Remote Access Module

Manager - Support Services

• Responsible for total resource management including hiring, training, scheduling, and evaluating employee

performance.

• Experienced monitoring and managing Service Desk queues including, phone, web, and agent alert ticket

initiation.

• Developed, implemented, and managed operational standards and escalation procedures to ensure service

levels are

• maintained at a consistent level.

• Supervised technical support staff’s daily activities, which included but not limited to desktop support,

software, and hardware issues.

• Provided Senior IT Management with weekly and monthly reports on help-desk operations and issues

regarding the support of Covanta IT systems.

• Monitor and escalate help-tickets to ensure problems are handled as expeditiously as possible.

• Follow-up on support issues with dissatisfied customers to ensure that problems are resolved and customer

service is improved.

• Held monthly training classes for support staff to go over SLA’s, Procedures, and Processes.

• Developed and managed the implementation of International Support Plan for Covanta.

• Ceridian Employee Self-Service and Time and Attendance Administration.

• Trained new hires on hardware which, included iPhone/iPad and Android devices.

• Developed and implemented a plan for IT onboarding of new employees, including scope, timeline, and

logistics.

• Created an IT Incident Management Process Guide and implemented it.

02/2004 – 09/2005 C3i-Inc Morristown, NJ

Level 2 Helpdesk Analyst/SME

• Proficient in supporting IBM ThinkPad Laptops (T and X series).

• Completed integration of two additional Pharmaceutical sales divisions into C3i support successfully adding

1,300 additional employees bring the total support of 2, 800 employees.

• Troubleshoot researched & diagnosed surrounding Microsoft Office Suite, SFA life cycle, Windows

Operating Systems, and Internet applications.

• Provided second level support to resolve user concerns with specific applications, including Windows XP,

Microsoft Office, MS Outlook, Siebel and numerous industry specific applications.

• Configuration and setting up security features of network properties for broadband, wireless working with

all ISP.

• Troubleshoot and assisted in configuration of Hand Held Device such PDA’s, Black Berry’s, and Air cards.

• Used Remote Application Altiris Carbon Copy to remotes into user’s computers to resolve complex issues.

• Assumed Managers functions and responsibility in their absences.

• Trained new employees on client specific hardware and software applications.

• Prepared documentation and training materials, coordinated technology related training.

• Provided on-site support for the client at meetings, providing help desk support, repairing of laptops, and

handling hardware and software issues.

• Used in-house scanning software for laptop and software inventory

03/1997 – 12/2003 United Parcel Service Mahwah, NJ

Technical Support Specialist

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• Provided phone and E-mail support on all various types of UPS software on all platforms of operating systems.

• Conducted Network, Security, General Controls, Pre and Post Implementation, and Disaster Recovery audits.

• Worked with PeopleSoft software to resolve and track department issues.

• Maintained a database of all departmental Software Licensees.

• Worked with Data Security group during their UAT of remote access tokens.

• External Customer Support Help Desk supported 7,500 to 10,000 a day with over 250,000 users.

• Maintained a "Hotline" support service for fellow technicians who require assistance with high-level problems.

• Instructed new employee classes on various software applications and hardware.

• Assisted Third Level Support with application rollouts.

• Worked as a liaison between operational staff, users, programmers, and management during Project Testing.

• Team Lead for Alpha and Beta testing for all software releases.

Education

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William Paterson University Wayne, NJ

Currently Attending Bachelor of Science, Computer Science

Computer Learning Center Paramus, NJ

09/1996 – 03/1998 Micro Business Applications Certified

Certification

ITIL v3 Foundation

Computer Skills

• Windows Desktop: XP/WIN 7 - All varieties

• Windows Server: 2003/2008 - All varieties

• Microsoft Applications: Exchange 2003/2007/2010, Hosted Exchange

• Microsoft Technologies: Active Directory, GPO (End User Applications and Settings), IIS 6/7, DNS, DHCP, VPN, remote access

(RDP, RWW), ACLs, OMA/OWA, RCP over HTTP, ActiveSync, SMTP, POP3

• Network Technologies and Applications: DSL, T1, Cable, TCP/IP, VPN, LAN/WAN, Wi-Fi, Network Printing/Scanning/Faxing.

• Applications: Blackberry Enterprise Server (all versions), Symantec SEPM Multitier/Enterprise Suite, MSFT Office

• Used Wasp Nest Laser Suite for inventory of company desktop, laptop, and printers

• Hardware Support: Net Gear, Linksys, Dell, Blackberry, iPhone/iPad, Windows Mobile Devices, Android devices

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