It Manager Customer Service

Frantz Pascal

Atlanta, GA ***** 678-***-**** ******.********@*****.***

SUMMARY

Dynamic and results-oriented Mobile IT Manager with over 4 years of experience in leading mobile technology initiatives and managing diverse IT teams. Proven track record of successfully implementing and optimizing mobile solutions to enhance operational efficiency, productivity, and user experience. Adept at developing strategic plans, managing budgets, and fostering cross-functional collaboration to drive business objectives. Seeking opportunities to leverage expertise in mobile technology and IT management to contribute to the growth and success of a forward-thinking organization. CORE COMPETENCIES

Exceptionally talented in providing a high level of expertise in the development of fully integrated testing scenarios

Effectively able to locate, define and build upon new process improvement opportunities to ensure smooth systems operations.

Highly skilled in filtering data by reviewing correlating reports, printouts, and performance indicators. SKILLS & KNOWLEDGE

Cybersecurity Process

Improvement

Customer Service

DocuSign

Information Analysis

Customer Relationship

Tableau

Data Modeling

Business Requirements

Microsoft Power BI

Data Analysis

Data Visualization

Business Analysis

Data Migration

Efficiency Improvement

Leadership

Critical Thinking

Strategic Planning

WORK EXPERIENCE

Mobile IT Manager Feb 2023 - Present

Verida Villa Rica GA

Spearhead the development and implementation of mobile technology strategies to support the organization's objectives, resulting in a 20% increase in productivity and efficiency.

Lead a team of IT professionals responsible for mobile device management (MDM), mobile application management (MAM), and mobile security.

Managed the lifecycle of mobile devices, including procurement, provisioning, deployment, and retirement, ensuring compliance with corporate policies and standards.

Implemented and maintained mobile device management (MDM) solutions, such as AirWatch and MobileIron, to enforce security policies, configure devices, and distribute applications.

Collaborated with stakeholders to identify business requirements and recommend mobile solutions that meet user needs while aligning with IT security and compliance requirements.

Conducted regular assessments of mobile infrastructure and applications to identify areas for improvement and ensure optimal performance and reliability.

Oversaw the development and deployment of custom mobile applications to streamline business processes and enhance customer engagement.

Provided leadership and guidance to IT staff, including training, mentoring, and performance evaluations, to foster a high-performing and collaborative team environment.

Managed vendor relationships, negotiated contracts, and ensured service level agreements (SLAs) were met to support mobile technology initiatives.

IT Project Manager Oct 2020 - Jan 2023

Amazon Atlanta, GA

Led cross-functional teams in the successful implementation of IT projects, ensuring alignment with business objectives and delivery within budget and timeline constraints.

Developed project plans, schedules, and budgets, and monitored progress to ensure milestones were met and project objectives achieved.

Identified and mitigated project risks, including resource constraints, technical challenges, and scope, to minimize disruptions and ensure project success.

Communicated project status updates, risks, and issues to stakeholders, including senior leadership, to ensure transparency and alignment with organizational goals.

Facilitated meetings, workshops, and training sessions to gather requirements, promote collaboration, and foster knowledge sharing among team members.

Managed vendor relationships, negotiated contracts, and ensured service level agreements (SLAs) were met to support project delivery and ongoing operations.

Conducted post-project reviews to evaluate project performance, identify lessons learned, and implement process improvements for future projects.

Sr. Claims Manager Jun 2019 - Sep 2020

Progressive Marietta GA

Conduct weekly analysis of business operations using Excel spreadsheets and PowerPoint presentations.

Provide budget support for budgeted claims figures and allocation

Manage and provide one-on-one guidance and oversight to claim examiners to achieve compliance standards

Participate in the development and implementation of claim processing related departmental policies, standards and procedures to increase uniformity in processes by 20%.

Collaborate with C-Suite to create an actionable plan for improving efficiency by 15% on daily tasks. Sr. Business Data Analyst Jan 2007 - May 2019

AT&T Atlanta GA

Conducted comprehensive analysis of business processes, requirements, and systems to identify opportunities for improvement and efficiency gains.

Utilized data analysis techniques and tools to extract insights, identify trends, and make data-driven recommendations to support strategic decision-making.

Developed and maintained documentation such as business requirements documents (BRDs), functional specifications, and process maps to ensure clear communication of project requirements and deliverables.

Collaborated with IT teams to translate business requirements into technical specifications and ensure successful implementation of solutions.

Facilitated meetings and workshops with stakeholders to gather requirements, prioritize initiatives, and drive consensus on project scope and objectives.

Conducted user acceptance testing (UAT) to validate solutions against business requirements and ensure alignment with stakeholders' needs.

Provided training and support to end users on new systems, processes, and tools to facilitate adoption and ensure successful implementation.

EDUCATION

B.S in Business Administration Information Systems (May 2004) St. John's University Queens, NY

Concentration: Management

Executive MBA Acumen, and Finance (May 2019)

Kennesaw State University Kennesaw, GA

Concentration: Business

CERTIFICATIONS

Certified Information Systems Security Professional (CISSP)

Project Management Professional (PMP)

ITIL Foundation Certification

CompTIA Linux+ Certification

CompTIA A+ Certification

TECHNICAL SKILLS

Media: Final Cut Pro, Adobe Photoshop, Logic Pro, Ableton Live, Pro Tools, Squarespace, Google Adwords, Mailchimp

Operating Systems: RedHat Linux, Ubuntu, Mac OS, Windows 10, Windows Serve, Git, Subversion, Foreman, Katello, Jenkins,

Tech: Oracle 11g and 12/c, Microsoft SQL Server, Virtual Box

Networking: TCP/IP, Firewalls, Wireshark, DocuSign

Knowledge of: ServiceNow, VMWARE, Puppet, Powershell, Kubernetes, Docker, HP SiteScope Monitoring, PL/SQL, Python

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