Support Technician Customer Service

JEFFREY L. FRANCO

Fort Worth, TX ***** 817-***-**** *******@*******.***

PROFESSIONAL

SUMMARY

Responsible Technician with excellent troubleshooting, customer service and analytics skills coupled with more than 25 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in maintenance and bench builds. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. SKILLS

• Customer Interaction

• Team Training

• Time Management

• Technical Skills

• Project Management

• Relationship Building

• Leadership

• Troubleshooting and Diagnostics

• Adaptability

• ServiceNow

• Communication

• Teamwork

• Asset Management

• Problem Solving

• Agile Training

• Scrum Master Certification

• Logistics

• Leadership

WORK HISTORY

REGIONAL SUPPORT TECHNICIAN 09/2017 to CURRENT

Fidelity Investments

• Computer Builds – maintain a supply of computers loaded with a base image or business unit image

• Computer Deployments – deploy computers to end-users and ensure all applications and data is transferred to the new computer

• Support critical Service Level Agreements with timely and accurate execution of support requests via ticketing and tracking systems

• Adherence to reporting and escalation procedures

• Interface closely with other regional technical support teams and operations groups to ensure successful completion of customer requests and projects

• Work in conjunction with technical and non-technical personnel to successfully complete all requests

• Assist end-users within service desk setting

• Special assignments and other work-related duties as required by management

• Track incoming device returns and reclaims for logistics and asset management

• Ship and track asset return boxes for reclaims

• Train and manage new team contractors

PC SYSTEM SPECIALIST 10/2016 to 08/2017

Prairie Consulting Services, The Options Clearing Corporation

• Acted as the first level contact and support for Help Desk requests by phone, e-mail, and text

• ServiceNow

• Recorded detailed issue description, document troubleshooting steps performed, and enter issue resolution in the ticketing system

• Follow up with customers to ensure proper issue resolution before closing the ticket

• Tracked, routed, and redirect issues and queries to correct resources

• Properly escalate unresolved issues to the next level support

• Built and deployed PC hardware, virtual machine, and peripherals

• Configured and deployed thin clients

• Distributed software using SCCM for PC's and Unidesk for virtual machines

• Performed PC hardware repair including printer repair and maintain toner supplies

• Coordinated equipment retrieval when off boarding resources including data archival and system removal following the PC/Laptop decommission process

• Documented departmental processes, procedures, and provide recommendations for improvements

• Helped support Audio/Video conference for presentations and meetings

• Assisted in administration of lease returns of PC hardware and printers

• Performed office moves

DESKTOP SUPPORT TECHNICIAN II 04/2014 to 10/2016

TriQuest Technologies, Inc

• Solved PC hardware and operating system problems, identified needs and resources for resolution

• Evaluated PC system performance and troubleshooting, assisted users in both remote access and office environments

• Addressed/resolved IT incidents/service request and/or escalated to the appropriate upper Tier IT teams

• Performed routine preventative computer maintenance to correct problems or upgrade software

• Was responsible for the setup, configuration, repair, break/fix, moves/add/changes and integration of new and existing computing hardware, software, networking, and computer-related technologies and peripherals

• Was responsible for completing assigned projects accurately and timely including performing technical duties; provided input to internal and external customers and providing support and assistance

• Assisted with desktop/Laptop migration for end users END-USER SUPPORT TECHNICIAN 11/2012 to 03/2014

Veritude, Fidelity Investments

• Computer Builds - maintained a supply of computers loaded with base image (SCCM)

• Computer Deployments - deployed computers to our end-users and ensure all applications and data is transferred to their new computer

• Supported critical Service Level Agreements with timely and accurate execution of support requests via our ticketing and tracking systems

• Adherence to reporting and escalation procedures

• Interfaced closely with other regional technical support teams and operations groups to ensure successful completion of customer requests and projects

• Worked in conjunction with technical and non-technical personnel to successfully complete all requests

• Special assignments and other work-related duties as required by management

DESKTOP SUPPORT TECHNICIAN 08/2012 to 11/2012

Peak Systems/Dell/AIG

• Was responsible for setup, break/fix, moves/add changes and integration of new and existing computing hardware, software, networking, and computer- related technologies and peripherals in large data center

• Was responsible for troubleshooting, re-imaging (Symantec Ghost), installing, and other related technical work

DESKTOP SUPPORT TECHNICIAN 04/2006 to 08/2012

TriQuest Technologies, Inc

• Solved PC hardware and operating system problems, identified needs and resources for resolution

• Evaluated PC system performance and troubleshooting, assisted users in both remote access and office environments

• Addressed/resolved IT incidents/service request and/or escalated to the appropriate upper Tier IT teams

• Performed routine preventative computer maintenance to correct problems or upgrade software

• Was responsible for the setup, configuration, repair, break/fix, moves/add/changes and integration of new and existing computing hardware, software, networking, and computer-related technologies and peripherals

• Supported and maintained critical PC applications including reviewing daily reports on customer related requests and problems, prioritizing projects and tasks, and managing multiple, simultaneous projects

• Trained and assisted users (merging files, creating tables, inserting graphics, using email, and formatting issues)

• Supported of Smartphone synchronization to Microsoft Exchange server

• Was responsible for computer hardware and software procurement

• Communicated with computer and printer vendors on warranty issues and claims

• Maintained files on computer hardware and software purchases and license agreements

• Was responsible for computer inventory: asset tags new computers, updated inventory file, storage of extra computers and parts

• Was responsible for completing assigned projects accurately and timely including performing technical duties; provided input to internal and external customers with technical support and assistance

• Developed desktop documentation including operating procedures, installation procedures, end user orientation material and process documentation

• Asset Manager for client IT hardware\software

SENIOR TECHNICIAN/TECHNICAL SUPPORT CONTRIBUTOR 08/2002 to 01/2006

College of Human Environmental Sciences, Oklahoma State University

• Provided desktop and laptop computer support for faculty and staff

• Provided technical support and training in personal computer functions

• Assisted unit operations by supervising tasks that require specialized knowledge and skills

• Provided support, special instruction, investigation, and problem solving for Audio/Visual equipment issues within the college

WEB TECHNICIAN 02/2001 to 08/2002

College of Human Environmental Sciences, Oklahoma State University

• Worked with college departments to ensure proper web page functions including:

o Corrected links, consistent web page appearance

o Information presented was easy to understand and easily navigated

o Worked with faculty and staff to develop information for web pages

PACKAGE HANDLER 09/2000 to 11/2000

United Parcel Service

• Pre-loaded package shipping trucks for daily local delivery INTERNET PRODUCTION SPECIALIST II 03/1996 to 08/2000 IHS Group

• Researched, developed, and updated Federal Register Internet Library product

• Managed customer service email database

• Managed Network Administration and installation of new network components for product storage

• Managed customer email listing within the company network system EDITORIAL PRODUCTION SPECIALIST II 07/1994 to 03/1996 IHS Group

• Scanned, edited, and data entry of specific information for company products

• Managed computer hardware and software installations DATA ENTRY/SHIPPING AND RECEIVING CLERK 04/1993 to 07/1994 Genoa Group

• Performed typing and 10-key data entry

• Performed data entry and updated database of repaired items in an electronic repair shop

• Shipped and received items through United Parcel Service EDUCATION

Bachelor of Science Business Administration Management, Minor in Management Information Systems

Oklahoma State University, Stillwater, Oklahoma

CERTIFICATIONS

• Licensed Scrum Master, ScrumAllianceâ (2023)

• Certificate in Leadership Essentials, Cornell University (2024)

• Certified A+, CompTIAâ (2014)

. • Certified Technology Specialist (MCTS), Microsoftâ (2008)

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