Customer Service Project Manager

Francisco Cartagena

**********@*****.*** 732-***-****

TECHNICAL SUPPORT ENGINEER

Resourceful and highly motivated technical support professional with over 18 years of IT experience diagnosing and

consistently solving problems. Proficiency with keen business acumen to ensure system integrity and performance while

minimizing downtime. Well-earned reputation for quickly understanding new technology, assuming project ownership

through successful completion and providing superior service. A professional with excellent communication and

leadership skills who solves problems and rarely escalates issues. Proactive self-starter known to initiate process and

system improvements to increase stability and staff productivity. Bilingual in Spanish/English.

MANAGEMENT SKILLS

Experience in managing a team of over 20 technicians. Managed day-to-day internal client interaction for 1800 users at 4

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sites.

Enabled strong employee and sub-contractor productivity and strengthened the team’s ability to identify; isolate, and

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eliminate technical problems in a timely and professional manner.

Established a positive and productive work environment to ensure that the technicians are able to work as a team.

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Excellent interpersonal, collaboration, and problem solving skills.

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Liaison among departments and managers, acting as sole point of contact to integrate managed workstation

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environment with minimal downtime.

Coordinated work of multiple teams creating desktop deployment for several projects including the Y2K compliance project,

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Windows 2000 deployment. Provided upgrade services for 400+ interstate sales clients to network providing secure access.

PROFESSIONAL EXPERIENCE

Power Consulting Group 3/2013 - Present

Technical Support Lead New York, New York

• Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely

records in our incident tracking system

• Solve basic common user problems in real time, including software functionality problems and questions; data

communication/networking troubleshooting; installation problems and questions; and OS and browser related

issues

• Escalate top priority, production-critical issues to the appropriate technical staff

• Maintain ownership of issues until resolution, drive other teams as needed, set customer expectations accordingly

• Provide effective and consistent technical support via telephone, in person, or through applications and

correspondence.

• Proactively identifying potential areas which are slowing down their process by upgrading or replacing their

systems. Resulting in minimal downtime to the client.

• Physical setting up of computers and software system installation for various computer applications and programs.

• Identify and solved any problems that affect computer operating systems.

• Recover data from infected systems using software or external adapters.

LTech 3/2012 – 2/2013

Project Manager\Google Apps Deployment Specialist Bridgewater, New Jersey

● Lead the technical deployment of Google Apps for many customers including high profile and multi-national organizations.

● Managed all technical aspects of the Google Apps deployment process, from project kick-off to full deployment, including

project scoping, identifying and mitigating risk, task execution and status reporting

● Trained end users and administrators to equip them with the information required for them to perform their job roles.

● Maintained good relationships with the customers, by keeping in touch and informing them of new features introduced to

Google Apps, and assisting them with any Google Apps related questions

Technical Adventures 10/2011 - 3/2012

Technical Support Engineer Stirling, New Jersey

● Provided consulting services on all Technical Support issues

● Recommended and implemented complete Technical Support solutions

● Provide effective and consistent technical support via telephone, in person, or through applications and correspondence.

● Proactively identifying potential areas which were slowing down their process by upgrading or replacing their systems.

Resulting in minimal downtime to the user.

● Produce technical documentations for customers and helpdesk.

SCHOLASTIC INC.

Technical Supervisor Secaucus, NJ May 2009 – September 2011

Managing and supporting day to day internal client needs for 4 sites

Supervised help desk and desktop support procedures and staff to improve the way we supported the client by 60%.

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Reinforced the importance of step by step troubleshooting and communication to build the trust between our team and the

clients. By working with each technician closely and showing them how to explain to the clients what the problems were and

how we were going to resolve it.

Improved the communication between all sites significantly by starting weekly meetings and cross training.

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Provided in house training to the technical staff on procedures and coached them on technical and customer service skills.

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Resulted in saving the company 70k on training.

Reduced the number of calls to the helpdesk by 30% by having the helpdesk and desktop support technicians trained in-

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house applications, hardware and software.

Examined and re-engineered the call in-take process to improve the way the helpdesk supported the clients by 60%.

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Delivered higher quality support by implementing a standard process to communicate with the clients. This reduced the

amount of repeat calls by 50% from the clients for the same problems.

Acted as an additional technician and partnered with the technicians to help coordinate group work.

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Created and maintained a knowledge base to help all the technicians have a place where they can research and post new

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situations and solutions. Knowledgebase is currently being used by all of the helpdesk and desktop support technicians.

Effectively utilized each team member to his/her fullest potential by understanding what their strengths and opportunities for

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improvement are and by emphasizing the importance of continuing their education through training.

Technical Lead

Lead 10 technicians in 2 sites New York, NY February 2006 – May 2009

Assessed skill sets of team members and overall effectiveness of the Desktop Support Organization and developed and

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implemented a new organization structure more aligned to meet the needs of our customers

Conducted a survey to understand end user satisfaction and implemented a program to improve customer service skills of

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our technicians. Follow up survey after six months showed a 30% improvement in overall customer satisfaction

Developed a ‘quick check’ guide that business users could reference before calling the help desk for common problems that

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could be easily fixed without a technicians assistance. This helped to reduce problem tickets by 5 – 10%.

Assisted office workers with their computer desktop systems.

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Tested computers and ensured that computer systems were functioning properly.

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Physical setting up of computers and software system installation for various computer applications and programs.

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Identified and solved any problems that affect computer operating systems.

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Recovered data from infected systems using software or external adapters.

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Trained and mentored individual staff members to improve their capabilities around identifying root cause of issues and

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problem resolution. Maintained and upgraded computer systems or offered recommendations on upgrades needed.

Networking and connecting computers within the same organization to enhance communication.

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Responsible for purchasing of computer systems that are required or alternatively, working in close liaison with the

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purchasing department. This is after carefully assessing the technology needs in the organization.

Maintained other computer peripheral devices such as printers and solving printing problems if they arise.

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Senior Desktop Support Technician

Tier 3 and Executive Support New York, NY October 2002-February 2006

Delivered exceptional support and ensured that all executives received the proper support needed in a timely manner.

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Ensuring that their downtime was minimized by 80%.

Assisted staff with the installation, configuration and ongoing usability of desktops computers, peripheral equipment and

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software within established standards and guidelines.

Worked with Helpdesk and Network Services staff as appropriate to determine and resolve problems received from the

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clients. Implementing our results as part of the solutions we used with the clients.

Assisted the Helpdesk and Desktop Support with policies and procedures for setting up new accounts, conference calls,

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trainings, hardware and the understanding of the corporate policies.

Provided tier 3 support for workstations support and services responded by the desktop technician’s questions and helped

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troubleshoot technical problems as they arise. Integrating the results as part of the process we used to improve the way we

supported the client.

Communicated with the client and understanding and defining what their needs and wants were. Doing the research and

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devising a plan to implement the new processes and procedures to ensure that the client’s needs are met.

Coordinated cross-functional technical responses with other department’s representatives as necessary.

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Proactively identified potential areas which were slowing down their process by upgrading or replacing their systems.

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Resulting in minimal downtime to the user.

Independently resolved recurring system lockup through diligent research. Gathering the research and adding the

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information to our knowledgebase use as reference and training materials.

Provided after-hours support for the Scholastic user’s to ensure that they are able to work when they are working from

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remote. Eliminating any down time they would have due to problems with their hardware or software .

Technical Summary

Operating Systems: Microsoft Windows (2000\XP\Vista\7) Mac OS X

Network Infrastructure & Management: Active Directory Console, Microsoft Exchange, Cisco VPN, SMS & Admin

Console, AS400, Symantec

Ghost & Endpoint Protection, Remedy ARS, PPM, Service Now, Boxtone, Juniper VPN, Autotask,MS Sharepoint,MX

Toolbox, Bomgar, Salesforce, Google Apps Migration for Microsoft Exchange, Google Apps Migration for Microsoft

Outlook, Google Apps Sync for Microsoft Outlook, Kaseya, Logmein

Software Applications: Microsoft Office (2000\2003\2007\2010) Showcase Strategy, Blackberry Desktop

Hardware: Dell desktops & notebooks, HP desktop, notebooks, Lenovo notebooks, printers and tablets, Apple Mac mini,

Mac Book Pro, Blackberry devices, iPhones, iPad, Android devices

Certifications

Google Apps Certified Deployment Specialist Mountainview Ca

Community Service Experience

Volunteer EMS: West Paterson First Aid Squad 1990-1994 Certification: EMT-A

West Paterson, New Jersey

Volunteer Fireman: Avenel Fire Department 1996-1998 Certification: Fire-1

Avenel, New Jersey

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