Customer Service Quality Assurance
Resume:
Philippe Francois
Sanford FL **771
Career Objective:
With more then 25 years of experience in the IT Industry; I am an outgoing, motivated team player eager to contribute dynamic customer service, Management, supervisory, team building, and organizational skills towards supporting the objectives of an organization that rewards reliability, dedication, and solid work ethics with opportunities for professional growth.
Skills:
Software: AS/400 Windows 3.1-Windows 7, Windows Server 2000-2008, UNIX, Korn(ksh) JES1-2, UCC1-7, JCL, Novell, Outlook, TCP/IP.VPN,SAR,
Hardware: AS/400 Midrange Systems, DSL, Routing, Switching, Hubs, Ethernet cabling.
Programming: UNIX, COBOL, RPG, C++, and BASIC
Employment History:
HP Deployment Consultant for Liberty Mutual Lk Mary FL
Through KForce Solutions Tech Maitland FL 02/12-presently
Windows 7 OS.Vista,Convert From Dell TO HP, and all Microsoft Applications
ORANGE COUNTY SUPERVISOR OF ELECTIONS -Volt Solution Tech
Orlando, FL 01/2012- 02/02/2012
• Assigned and Supported 20 orange county Precint’s for the primary election
• Supported client PCs from Windows XP OS, to Windows 7 OS
• .
Mears Transportation –Genesis Rox Deployment-Consultant – through KForce
Orlando, FL 08/2011 – 01/2012
• Assigned to assist with Systems upgrade, converted client PCs from Windows XP OS, to Windows 7 OS. From HP TO Dell, and all win applications
• Responsible for any necessary hardware upgrades, and configurations prior to upgrade.
• Responsible for backing up user’s software and settings.
• Perform necessary post-install tests, and install MS Office 2010.
•
Desktop Support Consultant – Contractor through Volt Solutions
Orlando. 01/12-Presently
• Assigned to handle a hardware refresh, Deployment converting users Data/laptop and desktop from older Dell Hardware, to New HP Hardware.
• Responsible for backing up necessary software, settings, emails, and user specific applications.
• Deployment of new software images via LAN Desk Imaging Software.
• Handle any post-deployment technical issues to ensure customer satisfaction.
Symantec Corporation - Configuration Specialist. – Contractor through KForce
Heathrow, FL 08/2011-10/2011
• Handled the conversion of all client PCs from Windows XP to Windows 7 OS.
• Responsible for handling issues pertaining to permissions, and access through MS Windows Server 2003 Active Directory.
• Responsible for upgrading users from MS Office Suite 2003, to MS Office Suite 2010.
• Handled post install issues to ensure customer satisfaction.
Claro – (Verizon, Dominican Republic) – Verizon Technical Support
Santo Domingo, D.R. 11/2009/2011
• Technical support for Verizon’s product line, including DSL, Fiber-Optic Television Support.
• Handled English speaking Technical support, for LAN, WAN, VPN Support for Verizon and Claro customers.
Sprint – Computer Operator
Apopka, FL – 2007-2009
• AS/400 Operation Support.
• Handled job Scheduling through UCC7, and CA7.
• Handled JCL related job failures.
• Handled Tape mounting, swapping tapes, mounting cleaning tapes, and monitor backups for any unexpected failures
Siemens Corp - Desktop Support Consultant
Oviedo Florida 08/2004-12/2007
• Provide Desktop Support to on site, and remote users via VPN/Remote Desktop.
• Supported Windows XP Pro environment for Desktop Users.
• Responsible for Password resets, lockout issues, and other access related issues handled through MS Active Directory in Windows 2000/2003 Server Environment.
ORMC – Desktop Support Consultant
Orlando, Florida 2/2003 – 1/2004
• Responsible for day-to-day desktop support, and administration of users at the ORMC Campus in Orlando.
• Handled issues ranging from Password resets, and access issues to TCP/IP network related issues.
• Responsible for virus/spyware removal in desktop environments
• Responsible for configuration and deployment of new hardware.
• Handled printing and fax issues
• Responsible for documenting all issues in a helpdesk ticketing system for problem and SLA tracking.
• Followed HIPAA regulations for confidentiality.
AT&T - Computer Operations/Data Processing Unit Supervisor
Maitland FL- 3/2002-1/2003
• Proactively managed 5-member team, with accountability for creating job descriptions, recruiting and hiring, training/cross-training, performing annual performance reviews, conducting weekly employee meetings, and diplomatically implementing disciplinary actions.
• Spearheaded audit review preparedness initiatives vital to ensuring operations compliancy.
• Established, cultivated, and maintained productive customer and branch relationships.
Convergys - Help Desk Support
Lake Mary.- FL 2000-2002
• Provided Technical End user support as well as computer operations support for Convergys job flows.
• Demonstrating dynamic organizational, prioritization, project administration, and time management skills.
• Processed and maintained Convergys Job flow, worked with lotus notes and outlook and ucc1/ucc7 scheduler/JCL
•
FISERVE ORLANDO Midrange Operation Specialist
John Young Pkwy Orlando FL 2000-2000 (5MTHS) CONTRACT
• Operated a broad range of IT functions including printing of monthly payroll and quarterly reporting, Monitored System, Tape Lib processing, Proficient in Mainframe, Midrange,support.
Lockheed Martin – IT Support Supervisor
Orlando Florida 1998-2000
• Relied upon to apply comprehensive IT experience as Supervisor and multi-department backup while concurrently managing online software and hardware, product processing and support.
• Present a professional, client-focused image in representing IT department with in-house and field customers and branch personnel, providing Technical support through VPN and VNC, Resetting Users Id and generating a positive market image and supporting all Microsoft application and software and Lotus notes,
• Proficiently plan, coordinate, support and manage a broad range of IT activities including monthly and quarterly reporting, outside client’s software and processing, payroll reporting, outgoing wire transfers, legal request processing, and new supplies procurement, proficient in Mainframe, Midrange, and PC support.
Harris Corp - Customer Service Representative
Melbourne, FL 1997-1999
• Provided comprehensive customer support through performance of a variety software and hardware help with online training, support all Microsoft software with lotus notes and outlook, resetting Id’s and users password and all other IT transactions.
• Defined, developed, wrote, and integrated streamlined/centralized operational procedures and processes to boost efficiency, productivity, and quality assurance.
Johnson and Johnson Pharmaceutical - Lead Operator/Support Desk
Raritan, NJ 1993-1996
• Worked on a 2 person team, responsible for job processing, using JES 2 language and CA7 scheduler, process all payroll application, print checks responsible for scheduling and training personnel for optimal individual and group performance.
• Ensured achievement of home office and management productivity and profitability goals through decisive leadership, sound business practices and effective operations administration.
• Strategically merchandised products to maximize productivity.
K-Mart Corporate Headquarters – Team Leader
North Bergen N.J 1985-1993
• Directed up to 13 team members in providing quality food service to patrons.
• Entrusted with managing and balancing cash receipts and deposits.
• Closely monitored and forecasted food and labor costs to optimize bottom-line profits.
• Controlled inventory levels to meet operational demand and cost-effectively procured supplies.
• Enthusiastically supported waitress and hostess activities, building strong guest relations leading to repeat business, referrals, and client retention.
EDUCATION:
Associates Degree – Union College – 1985
Certf- Florida Tech- 1999
Certf –Herzing Inst - 2000
Certf- ABC Computers -1987
Currently attending AIU online Towards B.A Degree – Anticipated Graduation March 2013.
Certifications:
• Comptia A+
• MCSE
• Network+
• Unix Administration
•
Languages Spoken:
English
French
Spanish
Creole
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