Technical Support & IT Operations Specialist

Frank Aldana

San Antonio, Texas 210-***-**** ******.*****@*****.*** linkedin.com/in/frank-aldana

Summary

Results-oriented professional with over 15 years of experience in customer service, operations management, and technical support within postal services and healthcare. Recently completed the Computer User Support Specialist program at ACI Learning (10/2025) to transition into IT, actively pursuing ITIL 4 Foundation, CompTIA A+, Network+, and Security+ certifications. Proficient in troubleshooting, Active Directory, and remote desktop support, with a proven ability to optimize processes and deliver exceptional service in high-pressure environments. Committed to leveraging technical training and interpersonal skills to excel in a IT role.

Skills

Troubleshooting

Active Directory

Call Center Triage

Data Backup

Operating Systems

Identify Security Threats

Customer Service

Remote Desktop Utility

Conflict Management

Network Design

Hardware Maintenance

Microsoft Office 365

Education & Technical Training

ACI Learning Tech Academy – City, State Completion Date: 10/2025

Computer User Support Specialist Program

ITT Technical Institution – San Antonio, TX

B.S., Information Systems Security Completion Date: 10/2010

A.S., Computer and Electronics Engineering Technology Completion Date: 10/2006

Certifications & Coursework

Axelos ITIL 4 Foundation Certification In Progress

CompTIA A+ Certification In Progress

CompTIA Network+ Certification In Progress

CompTIA Security+ Certification In Progress

Professional Experience

USPS (Clerk) - San Antonio, TX 09/2016 – 05/2025

Delivered high-quality customer service to 100+ daily customers, resolving inquiries on postal products, processing transactions, and troubleshooting issues with mail services.

Achieved consistent sales targets by promoting stamps and retail products, increasing revenue by 10% through suggestive selling techniques.

Trained and mentored 5 junior clerks, improving team efficiency and ensuring compliance with USPS regulations.

Managed mail sorting, package delivery, and postal money orders, maintaining 99% accuracy in transaction processing.

South Texas Medical Supply (Operations Manager) – San Antonio, TX 01/2007 – 04/2016

Directed operations for a team of 50 across inventory, distribution, and customer service, reducing order fulfillment time by 15% through process optimizations.

Provided technical support for medical equipment, troubleshooting and maintaining devices to ensure 100% operational uptime.

Developed and implemented policies for inventory management, reducing stock discrepancies by 20% through enhanced tracking systems.

Led recruitment, onboarding, and performance evaluations, fostering a collaborative team culture that improved staff retention by 25%.

References

Available upon request.

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