Help Desk Project Manager

FRANK B. LEON- GUERRERO

***** * ****** ***** – Aurora, CO 80012 *************@**********.*** 720-***-**** PROFESSIONAL SUMMARY

Strategic, highly accomplished Senior-Level IT Leader, Computer Professional & Technical Consultant with demonstrated accomplishments in delivering technical support to diverse clients and end-users across multiple industries. A reliable, customer-obsessed professional with effective interpersonal skills adept at gathering data, diagnosing issues, and implementing outside-the-box solutions. Dedicated, organized, and adaptable, overseeing mission-critical hardware and software installations, complex networks, and help desk functions. A seasoned project manager, balancing multiple priorities in ever- changing, fast-paced environments while devising technical solutions to power consistent business performance. AREAS OF EXPERTISE

• Leadership & Management

• Project Lifecycle Management

• IT Operations

• Cybersecurity Projects

• IT Transformation Initiatives

• Strategic Planning

• Capacity Planning

• Budget Management

• Enterprise-Wide Implementations

• Cloud Solutions

• Resource Oversight

• Team Leadership

• Team Building

• Infrastructure Deployment

• Client Relationship Management

• Key Account Management

• Contract Negotiation

• Cross-Functional Collaboration

PROFESSIONAL EXPERIENCE

OWNER & SENIOR TECHNICAL CONSULTANT Colorado PC Doctors – Aurora, CO 05/2006 – Present

• Own and lead a well-respected computer service business in Colorado, delivering technical computer services and solutions tailored to customer needs, supporting 200+ diverse clients per year including top tier clients such as Taco Bell, Sam’s Club, Lockheed Martin, Walmart, the US Air Force, Mercy House & Decatur Place, among others

• Steer the project management lifecycle end-to-end for major companies, institutions, and individuals, overseeing all aspects of the project from conception to delivery to ensure 100% client satisfaction

• Install and configure network hardware and software, hardwired and wireless networks, and PC equipment; support all legacy to current server operating systems including repairs

• Sustain the highest caliber of client services, troubleshooting all internal and external PC desktops, laptops, servers, printers, scanners, LED, and plasma monitors to enable seamless workflow and production

• Collaborate with cross-functional teams, executives, and decision-makers to execute projects on time and within budget Key Accomplishments:

Spearheaded a 9-12-member team of professionals to overhaul obsolete technology at 75 Taco Bells across Colorado over 3 months; retired existing technology and installed new networks, computers, monitors, and POS systems overnight at each store

Delivered 2K+ client projects over 16 years including complex network installations, server upgrades, hardware/software installations, computer and office equipment repairs, and general help desk support

Installed 8 high-security cameras for the US Air Force pharmacy to monitor secure operations

Captured an efficiency boost of 150% for a key asphalt client and yielded significant savings by installing a 15-station network, completely modernizing the company by automating systems, eliminating redundancies, and reducing downtown

Designed a remote Citrix server for a major client to mitigate impacts from outages and prevent loss of data and operations

Pioneered the harmonizing code for complex commodity taxation guidelines utilized by the Customs Office LAB COORDINATOR & INSTRUCTOR Mercy House at Decatur Place – Denver, CO 03/2012 – 09/2012

• Designed and facilitated high-impact computer lab courses, overseeing a computer lab of 15 networked computers

• Championed student success, training and mentoring 150+ residents throughout tenure with a 100% completion rate

• Optimized performance by installing, configuring, and sustaining equipment including networking devices to corporate networks

• Certified trainees in MS Office and taught computer proficiency to advance skillsets and prepare trainees for gainful employment HARDWARE & SOFTWARE TECHNICIAN CompUSA – Littleton, CO 09/2005 – 05/2006

• Delivered best-in-class customer support as an advanced PC technician, thriving in a fast-paced, customer-serving environment while serving 100+ individual and small business customers per week to stimulate revenue of roughly $50K monthly

• Drove store performance by maintaining PC equipment and networks to ensure reliable internet and intranet connectivity

• Executed robust responsibilities including PC cleaning, hardware and software repairs, reinstallations, virus removal and antivirus installations, data backups, software installations, service center troubleshooting, and customer support

• Led accounting training with 15-20 customers per workshop

• Leveraged deep knowledge of Siebel database systems to generate reports and submit them to the technical support manager

• Earned a reputation as an exceptional technician, inheriting 680+ customer accounts when the business closed Frank Leon- Guerrero – PG. 2

SR. IT PROJECT MANAGER Docsigners LLC – Ventura, CA 08/2004 – 01/2005

• Advised the owner as a trusted technical advisor, attending ~15 meetings with the CEO to convert 80-90% of contacts to clients

• Steered project workflows, project planning, technology design, training, and rollout of LAN, WAN of Microsoft Windows Active Directory, Server 2000 and 2003; set up all computer systems company-wide NETWORK ADMINISTRATOR Action Property Management – Irvine, CA 01/2000 – 06/2005

• Administered, implemented, installed, and managed the enterprise-level Microsoft LAN and WAN network servers while leading hardware and software support for 150+ staff across satellite offices for a property management firm with 20K+ homes

• Implemented system setup of 6-10 computers at each satellite office including user access for administrators and leaders FOXPRO SYSTEMS ADMINISTRATOR Motorcycle Industry Council – Irvine, CA 01/1999 – 10/1999

• Supported a key project to gather and submit demographic data on 500+ members including large motorcycle shops while assisting the chief programmer with program logic and code modifications to the retail sales reporting system

• Gained a deep understanding of MSI packaging utilities, Windows Installer, Win Install LE, Discover Tools, MSI, MST, MSP technologies, transactional rollbacks, self-Healing, and just-in-time (JIT) methodology SYSTEMS ADMINISTRATOR US Customs/Personnel Management Office – Saipan, MP 10/1995 – 11/1998

• Appointed by the Governor of Northern Mariana Islands as customs officer to oversee large projects, including installing the custom office’s inaugural network system across all associated seaports and airports; networked 60+ computers in 3 months

• Oversaw and led IT training programs to support all division employees from the OPM personnel office

• Served as chief FoxPro designer/programmer of OPM personnel tracking system for the finance department executive branch COLLEGE INSTRUCTOR Northern Marianas College – Saipan, MP 01/1991 – 11/1996

• Led instruction for the entire college’s computer lab-training program department, training 400+ students throughout tenure with an emphasis on instructing for-profit business professionals and government officials/staff

• Taught 20+ students per session in computer literacy, database programming, MS Office, and advanced database programming

• Built a database in concert with government personnel to automate the tracking of demographic data for the entire island BRANCH VICE PRESIDENT Pacific Data Systems, Inc. – Saipan, MP 01/1990 – 12/1992

• Reported to the branch president for the largest computer company on the island

• Headed project management, budget preparation, employee training, and key department functions for the company

• Convened and facilitated high-profile meetings with 80% of the US government’s Department of Finance MILITARY BACKGROUND

U.S. Air Force Veteran (Licensed Amateur HAM Operator) U.S. Marine Corps Veteran (FAA Part 107 Remote Drone Pilot) EDUCATION & TRAINING

Dell Certifications: Dell PC Foundations in Portable & Desktop Technology, Hewlett Packard ML Series Servers, HP Procurve Switches & Hubs, Citrix, Exchange

Creative Business Concepts: IIS for NT4 & Web Server Management NT4 Core Technologies Certified Administrator: NT4 Servers (NT4 Server Enterprise, Windows Vista, 7, Server 2003, Server 2012) Certified Seagate Crystal Reports Developer: Crystal Reports 7.0 & Advanced Programming Wi-Fi Penetration Testing Certification Pentester Academy Pursued the Bachelor of Science (BS): Information Technology University of Phoenix TECHNICAL SKILLS

Environments: Microsoft Windows Server VMware Active Directory Domain Services VDI Microsoft Exchange Office365 AWS Azure

Software: VMware vSphere vCenter VNC Active Directory DNS DHCP TCI/IP, NetBIOS Network Policy Server Citrix

XenApp SSL SQL Server Microsoft Exchange Server MS Office Suite (Microsoft Word, Excel, PowerPoint, Access, Outlook, Teams) Mac & Linux Systems

Hardware: HP Server Microsoft Windows Server Dell Server Mac Systems Printer Repair (Epson, Toshiba, HP, Lexmark, Oki data, Brother, Zebra, Xerox, Canon) CCTV Cameras, Point-of-Sale (POS) Systems, Mobile Devices, General Office Equipment Modem & Router Setup & Repair (Cisco/Linksys, Net Gear, HP, Dell & ADTRAN Routers, HP Procurved Switches, Hubs, Wireless Access Points) Data Cabling, TI & Digital Service Line (DSL) Support Mac & PC Proficient

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