Manager Service

Francisco Saldaña

**.*********.*******@*****.*** - 646-***-**** - linkedin.com/in/francisco- saldana- tech1/ Leadership & Management Skills: I am a career technologist with expert client management skills. I have years of experience building, training, coaching and developing technical teams. I am ITIL certified and highly proficient at establishing and documenting technical services, processes and procedures. I have led and contributed to mission- critical projects and initiatives and I am very professional, tactful and patient when working with staff, and clients at all levels of technical ability. Education

2019 Columbia University, NYC

Master of Science, Technology Management

2005 Hunter College, CUNY New York, NY

Bachelor of Arts, Physics.

Professional Experience

Oct 2018 – Mar 2020 Charter Technology Solutions Client Manager

Provide and support technology services to several NYC schools and non- profits. Lead quarterly meetings with clients to ascertain their needs and short- term technology initiatives. Advise and collaborate with the clients to develop cost- effective technical solutions in support of their educational and organizational goals. Provide project management services for school upgrades, expansions, moves and new space buildouts. Inform client's financial decisions for infrastructure investments, system upgrades, equipment purchases and long- term budgeting. Mar 2018 - Oct 2018 Self- Employed

Freelance Technology Manager & Consultant

Provide technical services to individuals and small businesses. Cultivate client relationships by means of constant communication and evaluation of their technical needs; Local network configurations and implementations, OS Installations, Data backups and retrieval, Software training, Hardware purchasing recommendations Jul 2016 – Mar 2018 Columbia University, NYC Sr. Technology Services Specialist

Led a team initiative to enhance the customer experience by redesigning our incident tracking form for more accurate reporting and metrics; Implementing a call quality improvement process and linking customer satisfaction survey responses to our technician’s yearly staff evaluations. Responsible for customer support, customer advocacy and customer surveys; Main escalation point for the customer advocates and frontline technicians. Performed weekly call quality monitoring and calibration. Responsible for managing, coaching and developing junior managers, senior and frontline technicians; Hiring, onboarding and training of full- time staff and student hires. Jun 2010 – Jul 2016 Columbia University, NYC Supervisor, Technology Services

Served as liaison and customer advocate between the university community and the technology department. Responsible for day to day service desk operations: Developing, implementing and documenting service desk procedures; Queue monitoring and work assignments to junior technicians. Main escalation point for customer incidents, service requests and inquiries. Formulating and achieving service quality goals; Hiring and training of staff and students

Nov 2004 – Jun 2010 Columbia University, NYC Service Desk Support Specialist

Responsible for frontline service desk and walk- in center technical support; Provided hands- on customer assistance resolving malware issues, viruses and software conflicts on Windows and Macintosh computers. Contributed to the development and write up of service desk procedures; Assisted junior technicians and student employees with complex customer issues or questions. Assisted junior technicians with escalations to other CUIT technical groups.

Mar 2002 – Nov 2004 Kaplan Test Preparation Inc, NYC Technical Support Engineer

Responsible for remote network administration for Kaplan's test preparation centers. Provided technical support for the corporate offices and related subsidiaries. Implemented and documented support center procedures. Trained new hires on all aspects of Helpdesk operations. Created daily service desk performance reports. Mar 1993 – Aug 2001 US Marine Corps Reserve Corporal – Anti- Armor Platoon

Received two meritorious promotions while in service. Underwent rigorous training focused on developing leadership and teamwork skills. Coordinated and participated in monthly live- fire combat- readiness drills. Underwent training focused on extreme climate survival techniques.

Technical Skills

• Proficient with ConnectWise

Manage

• Proficient with ServiceNow Fuji

Release.

• Proficient with QuoteWerks

quoting system

• Experience providing VIP and

executive technical support

• Built, tested and deployed MS

Windows workstation images

• Proficient supporting Canvas

(SaaS) course management.

• Proficient supporting OnBase

document management.

• Experience supporting VoIP

upgrades and deployments

• Knowledge of PCI and HIPPA

compliance requirements

• Built Virtual Machines using

VirtualBox, Virtual PC and

VMware WorkStation

• Support of Cisco VPN client

• Proficient with Foxit Phanthom

PDF editor

• Proficient with HijackThis! and

Symantec Endpoint Protection

• Proficient with Interactive

Intelligence (ININ)

• Proficient supporting Google

Suite for business

• Experience resolving Windows

Spyware and malware issues,

as well as virus infections, and

software conflicts.

• Familiar with Unix

administration (Solaris 5.9).

• Experience with Mac OS

support.

• Experience with mobile device

configuration and support

• Proficient with Bomgar remote

desktop.

• Experience with MS Windows

OS migrations and MS Office

365 support.

• Working knowledge of MS

Exchange and Active Directory

• DUO (MFA) Support

• Proficient with conference

tools: Zoom, Adobe Connect,

Big Blue Button

Certifications & Data Analytics, Enterprise Info Security Training STI Service Desk Professional Certified, Knowledge Centered Service (KCS) foundations V5 certified ITIL v3 Foundations Certified

IT Project Management

Employee Performance Management

Contact this candidate