Technical Support It

Daniel Francis

Professional Summary

Seasoned IT Support and Treasury Solutions Specialist with over a decade of experience across banking, telecom, consulting, and education. Recognized for resolving complex technical issues, supporting application migrations, and delivering high-touch client service. Proven success navigating transitional banking systems, mentoring peers, and collaborating across departments. Skilled in tools including Salesforce, ServiceNow, Microsoft Teams, Cisco Jabber, and Adobe Connect.

Work Experience

Transitions Specialist Truist – NC Aug 2024 – Mar 2025

Supported clients during Treasury product migrations

Delivered training and technical support on new systems

Diagnosed escalated issues and documented resolutions

Tested and deployed upgraded applications

Field Service Technician FoxGlass – FL Feb 2024 – Apr 2024

Provided first-level remote desktop tech support

Escalated unresolved issues to internal teams

Documented solutions for customer-facing issues

Business Management Consultant Microsoft–Truist – NC Aug 2022 – Jun 2023

Tier II support for commercial online banking systems

Navigated complex systems post-merger

Mentored teammates and improved client outcomes

Technical Support Specialist Verizon – Apopka, FL Aug 2021 – Aug 2022

Answered service desk calls and resolved incidents

Monitored KPIs and applied process improvements

Adapted to client systems and incident tools

Technical Support Analyst Atos – Celebration, FL Aug 2019 – Aug 2021

Delivered support for faculty/students using LMS & Adobe Connect

Generated improvement plans based on SLAs

Created training materials and escalated critical issues

Installer Dream Mega Works – MD Mar 2019 – Aug 2019

Installed appliances and coordinated logistics with dispatch

Maintained delivery timelines and documentation

Help Desk Representative (Tier I)Ellucian – Lake Mary, FL Jan 2019 – Mar 2019 & Jan 2018 – Feb 2018

Supported student registration and basic tech issues

Logged incidents using ServiceNow

Identified hardware-related issues and escalated complex cases

Service Desk Representative (Tier I) Qbase – Orlando, FL Feb 2018 – Aug 2018

Managed user accounts and LAN connectivity

Tracked tickets and provided training to users

Escalated issues outside Tier I scope

Customer Service Representative Intouch – Altamonte Springs, FL Nov 2017 – Dec 2017

Handled high-volume calls for wine subscription service

Solutions Analyst Deloitte – Lake Mary, FL Oct 2014 – Feb 2017

Resolved access and credential issues for healthcare applications

Provided ad hoc analysis for executive presentations

Used Remedy and SAP to log and escalate tickets

Education

Business Administration

Bergen Community College – Bergen, NJ High School Diploma

Dumont High School – Dumont, NJ

Altamonte Springs, FL 32701

407-***-**** **********@*****.***

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