Alejandro Franqueche

**** ****** ******* ***** *** 101, Tampa, FL • +1-727-***-**** • ad11bh@r.postjobfree.com With many years of experience in system administration and technical support, I have consistently improved system performance, reducing technical issues by 80% in 1 month and achieving 99.9% uptime. Awarded employee of the month for enhancing performance by 100%. Main focus on keeping systems running efficient, keeping them up to date, optimized security, and make sure every system was compliant with company standards and policies.

WORK EXPERIENCE

Credit Control LLC • Tampa, Florida, USA • 12/2022 - 11/2023 System Administrator

• Monitored, supported, and maintained Active Directory, Exchange servers, desktops, laptops, printers, and network devices. Improved network security and optimized system performance, resulting in 99.9% uptime and increased productivity for 2 local offices in Tampa.

• Awarded employee of the month for enhancing system performance by 100% in a month, reducing technical issues by 80%.

Ability Network • 02/2013 - 04/2022

Bilingual Tech Support 2

• Contact and interface for customers regarding support, troubleshooting and problem resolution

• Resolve technical support issues for ABILITY supported products/hardware within identified timeframes with a focus on first call resolution

• Identify beneficial product opportunities for existing customers and communicate to sales team via workflow process

• Document all activities with customers in CRM/Salesforce per defined process and procedures

• Resolve open cases within specified guidelines

• Elevate issues following escalation procedure timely and as appropriate

• Other duties as assigned

• Maintain compliance with Inovalon's policies, procedures and mission statement

• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position

• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company

• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and

• Healthcare EDI Knowledge ANSI 999,277CA, 835,837,270/271

• Support Ease all payer and Business Rules.

• Maintaining Software and Hardware

• Support of Microsoft Office suite

• Hardware and software support

Allstate Insurance • 01/2018 - 10/2020

On Call It Administrator

• Performed services with LAN/Wireless Network.

• Installed Server 2016 computer and setup shared folders and permissions.

• Installed HP Wireless printers and setup Network shared drive on every computer.

• Maintain new users and remove existing users that aren't no longer employed.

• Monitor and update Symantec Antivirus software.

• Troubleshoot and Handle hardware/software update for laptop and desktop computers.

• Onsite support and remote access for customer facing troubleshooting.

• Familiar with RDP, Teamviewer, Gotoassist, Join.me, showmypc remote software EDUCATION

Associate In Computer Engineering Technology

Remington College • Tampa, FL, USA • 05/2003

High School Diploma

Jefferson High School • Tampa, FL, USA

CERTIFICATIONS

A+ certification

SKILLS

Active Directory, Business Rule, Client Facing, Communication, Company Policy, Compliance Management, Computer Network, Customer Relationship Management, Emerging Technologies, Healthcare, Local Area Network, Microsoft 365, Microsoft Office, Microsoft Windows, Motivation, Problem Solving, Project Management, Quick Learning, Remote Access, RescueAssist, SharePoint, Software Technical Support, Software Upgrade Management, Symantec Endpoint Protection, TeamViewer, Troubleshooting, Wide Area Network, Wireless LAN, Workflow Process

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