Regional IT Manager

Frantz Francois Resume Page *

FRANTZ FRANCOIS

***********@*****.*** New York, NY 646-***-****

Skilled IT Manager with a decade of experience providing PC and Client/Server technical support and IT management for small to large sized companies. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations, and upgrades. Provides customer, end-user and network support; Easily identifies and resolves IT-related issues and concerns; Excellent communication and presentation skills; Provides executive support to high level users in fast paced environments, including after-hours troubleshooting. Analyze issues and develop proactive procedures and solutions for problem preventions and resolutions TECHNICAL EXPERTISE

Network: TCP/IP Protocol Knowledge - Configuring DNS, IP Addressing, Subnets, Routers (Wired and Wireless), Cabling, Switches (Managed and Unmanaged), Wireless Access Points Software: MS Office 2000/2003/2007/2010, Outlook 2000/2003/2007/2010, OWA, Remedy System, Cisco VPN, Remote Desktop, Citrix, Internet Explorer, Firefox, Chrome, Safari, VMware, PCAnywhere, SCCM Remote, Net Meeting, HPOV System, VMware vSphere client, SBR, Lotus Notes, Jira System, PeopleSoft System, Altiris Management Software, Airwatch MDM, N-Able, Tigerpaw, Bomgar, LANDesk, Meraki, Ring Central, Sophos PROFESSIONAL EXPERIENCE

CLEAR ME - New York, NY 2015 to present

Regional Information Technology Manager

● Deploy, configure, maintain and troubleshoot servers and networks, including but not limited to configuration changes, upgrades and new setups, resulting in optimum performance and minimum downtime.

● Install and implement hardware and software applications, including operating systems at Clear’s corporate headquarters and field offices

● Collaborate with TSA, NBA, MLB and Delta to implement periodical updates and troubleshoot Clear equipment and systems at their venues and airports throughout the United States, including Clear tablets and other equipment for use during sporting events and at the Sky Lounge

● Create and administer training for TSA agents on the use of Clear equipment and systems at airports throughout the United States

● Lead, manage and mentor field agents on the weekly incident reports calls to Provide consistent standard efficient resolution to nationwide site location

● Manage after-hours support calls, end-user support and technical issue resolution within the IT Team

● Research, evaluate and recommend system technologies to support business requirements in collaboration with other teams within the IT department

● Manage Microsoft Windows Servers (Active Directory), Microsoft Workstations, Apple workstations, and network security devices for the company, including creation of new user accounts Design, develop, and modify reporting processes to meet client specifications.

● Acting as liaison with software developers for implementations, troubleshooting and testing of all new software applications

● Manage company e-mail server (Google-based) and Internet Information Server ensuring that employee and customer needs are met

● Responsible for creating instructions and manuals for technical functions such as password updates, printer setup, email and obtaining VPN Accounts for corporate and field users SORBIS - New York, NY 2014 - 2015

Help Desk Manager / System Administrator

● Successfully managed an efficient, results-driven technical support team ensuring employee and customer satisfaction also by Established and monitored KPI’s to track support demand and employee productivity

● Provided training and guidance to help desk team members for effective resolution of client issues.

● Maintained Current Office 365 Environment

● Successfully implemented various methodologies that increased the percentage of first call resolution, fostered strong client relationships, reduced the number of repeat incidents, and anticipated potential system issues Frantz Francois Resume Page 2

SORBIS, Continued

● Developed process to monitor and assess department performance through various statistical and reporting systems derived from customer calls, issues, and queries

● Resolved and supervised the resolution of all network-related issues, ranging from configuration changes to upgrades and new setups

● Managed Windows 2003 & 2008 Active Directory environment, DHCP scopes, DNS, IIS, FTP, file security, e-mail accounts, user accounts, group account, and file and print services

● Managed support team scheduling ensuring adequate technical support coverage was provided to clients 24 hours per day, including holiday coverage technical support

● Performed daily system monitoring including verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

The New York Times - New York, NY 2013 - 2014

System Administrator Support

● Provided Technical support to executive Level management personal

● Managed VMware /Citrix Users Accounts, Mainframe accounts and Admarc Accounts

● Provided training and mentoring for new Service Desk Analysts

● Created and submitted detailed call logs documenting customer interactions

● Managed LDAP Accounts, Confluence Accounts and Jira accounts

● Managed SAP Accounts, PeopleSoft accounts and Siebel accounts and other HR related software

● Managed RSA Token ID for clients through SBR

● Prepared support documentation for new application or processes prior to implementation Sanofi-Aventis– Bridgewater, NJ 2010 - 2013

Sr. Service Desk Analyst

● Provided technical Support to executive Level management personal

● Primary Airwatch Administrator/support contact for user accounts

● Experienced with ActiveSync, Exchange, VPN and Wi-Fi certifications

● Set up Good for Enterprise on Mobile devices for clients

● Prepared steps by steps guide/manual for new applications processes for end user

● Led weekly analysts staff meetings

● Generated daily operational hand off reports

Saint Michael’s Medical Center – Newark, NJ 2007 - 2010 Sr. Help Desk Technician

● Installed, maintained, repaired, and upgraded computers from Windows 98 to Windows XP in an environment of over 1,500 PCs which are located within different facilities

● Responsible for Desktop Imaging and for the repair and maintenance of monitors, scanners, printers and other hardware

● Maintained accurate client network documentation.

● Input and secured Cat. 5 cables from PC locations to data closets

● Installed and configured Cisco access points for wireless network

● Deployed new replacement PCs by transferring user files and applications

● Provided after-hours/on call support to end users EDUCATION

Gibbs College – Livingston NJ 2007

B.A Computer Network administration

Graduated Cum Laude

CERTIFICATIONS & AWARDS

● A+, NETWORK+, SECURITY + 2007 - 2011

● HDI NJ Analyst of the Year 2011

● Sanofi- Aventis Employee of the Year 2011

● Sanofi- Survivor Hurricane Sandy Analyst 2011

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