Franco Azabache Email & Phone Number

Seoul, Seoul, Kr

Seoul, Seoul, Kr

Hanover, Maryland, Us

Collaborated with IT to revolutionize current IT Asset Management operations by:- Executing innovative IT Asset Management initiatives, including:-- Implementing a 'PC as a Service' model, streamlining asset deployment and management.-- Introducing a 'Direct Charge' strategy, enhancing budget transparency and business accountability in asset utilization.

New York, Ny, Us

- Revolutionized incident management processes using Salesforce Service Cloud and Jira Service Desk.- Successfully transitioned Customer Services Tier 1 team to a BPO call center model, achieving significant cost savings and expanding support capacity.- Built and managed WeWork’s first 24x7 Network Operating Center and Global Security Operations Center.- Transformed Employee support globally, implementing SLAs and OLAs to boost resolution times and customer satisfaction.- Designed and established the Application Engineering Support team, enhancing support across multiple platforms.

New York, Ny, Us

- Orchestrated 24/7 Global Service Desk support for all WeWork employees.- Led a diverse team of Regional Corporate Technology Associates and Global Service Desk Analysts.- Implemented operational excellence standards for corporate technology support.

New York, Ny, Us

- Managed all corporate technology services in the region, including help desk and executive support.- Partnered with senior management to align technology services with business needs.- Developed policies and strategic plans to meet current and future operational requirements.

Sunnyvale, Ca, Us

- Directly responsible for user interviews, and user story generation, for a variety of partnerships configured into ServiceNow (facilities, finance, human resources, IT).- Worked with Facilities leadership to gather the requirements necessary to onboard global teams and transition their workflow into ServiceNow from JIRA.- Assisted with sprint planning, daily scrum meetings, facilitating end-user acceptance testing(UAT), and sprint push activities.- Provided overnight support in a dedicated “war room” during company upgrade of ServiceNow from Eureka to Helsinki.- Assisted with sprint planning, daily scrum meetings, facilitating end user acceptance testing (UAT), and sprint push activities.- Provided overnight support in a dedicated "war room" during company upgrade of ServiceNow from Eureka to Helsinki.- Responsible for assisting the business with getting 3rd party software implemented into our SSO environment.- Planned, coordinated and managed the Right Answers and ServiceNow integration project- Design, customize and develop across all ServiceNow Applications (Incident, Problem, Request, Change, etc.)- Work closely with key stakeholders across entire business to design and implement solutionsaround requirements in ServiceNow Platform.- Developed on ServiceNow Platform (Incident, Request, Change, etc.)- Designed and developed automations for global support teams, reducing overall ticket countsacross the organization and reducing costs.- Designed and developed custom workflows for requests, request items and tasks.- Worked closely with the support team to create a form that will track mishandled tickets from tier 1 to tier 3 support teams.

Sunnyvale, Ca, Us

- Directly interviewed, hired, trained, and supervised a global helpdesk team of 27 analysts, responsible for the troubleshooting and administration of over 100+ IT Services/Applications- In partnership with the global metrics team, monitored Service Desk KPIs to ensure targets are being met (first response (FRR), resolution time (ART), and ticket age (ATA))- Provided key details for time zone handoffs, and cross application trainings to enable LinkedIn’s first 24/7 Global Service Desk phone support channel.- Introduced 24x7 IT support and saved $200k annually by shifting weekend support cost to a lower tier of support- In partnership with the ServiceNow implementation team, designed and executed a 24/5 Global Chat Support channel. The chat support system leveraged an integration between Bomgar and ServiceNow in a way that minimized note transfers between the chat system and the incident ticket.- Routinely monitored mishandled tickets, following up with technicians and service owners to streamline support and improve CSAT.- Considered a role model for the team in overall customer focus and overall professional behavior; invited by senior operations leadership to lead daily meetings and trainings.- Escalation point for Bangalore and California Service Desk team members to bring up customer or process issues and work with them on resolution within the agreed SLA/OLA- Design and facilitate projects to improve processes and operations runbook- Key contributor to the LinkedIn Year Up program, interviewing and mentoring 6 aspiring IT professionals.- Received regular customer feedback about exceptional support; highest volume of positive feedback across regional IT team.- Key contributor to the LinkedIn Year Up program, interviewing and mentoring 13 aspiring IT professionals.- Configured user permissions and shared folder access with Active Directory.

Sunnyvale, Ca, Us

- Regularly rotated across three LinkedIn sites, to provide exceptional customer service and troubleshooting for all IT hardware and software.- Received regular customer feedback about exceptional support; highest volume of positive feedback across regional IT team.- Commissioned to train the first 3 contract resources ever hired for LinkedIn IT support; commissioned to interview, train, and mentor first IT support team in Bangalore.- Provided onsite and remote technical support to LinkedIn end users- Facilitated New Hire Orientation for all new LinkedIn employees.- Orchestrated office moves, routinely cataloging and transferring LinkedIn hardware between buildings with as many as 500 workstations per move.- Key contributor to the LinkedIn Year Up program, interviewing and mentoring 13 aspiring IT professionals. - Configured user permissions and shared folder access with Active Directory.**Admin for the following applications:**- Okta Super Admin- ServiceNow Admin- WebEx Admin- Jamf specialized admin - Google Apps admin - Bettercloud Admin.

Santa Clara, Ca, Us

- Responsible for several technicians and several hundred monthly work orders servicing large tech clients in the Bay Area, including Google, Yahoo, Facebook, and Linkedin.- Project lead Tech for Full Disk Encryption project both PC & Mac Project lead for IT asset services, (asset tagging, inventory database, receiving, warehousing, asset deployment) Firm knowledge of Apple GSX system and Netsuite CRM software.- Assisted in-shop Lead Technician and management with special projects and workflow. Firm knowledge of Apple GSX system and Netsuite CRM software.- Utilize Active Directory to view and assist with share permission requests and account issues. Assisted Purchasing Manager with part requests and some ordering, when needed.- Assisted Shipping & Receiving with part receiving when needed. Inventory Management for LinkedIn (Intern Project).

Us

- Performed virus removals, data back-ups, operating system installations; diagnose and troubleshoot.- Configured and installed new Microsoft and Macintosh systems.- Provided software training on an individual and small-group basis within a classroom setting.- Facilitate in-store sales, upgrades, installations, and hardware service.- Worked with hardware and software dealers to confirm well-timed product delivery.- Upsell and renew Geek Squad Technical support packages.

Associate Of Arts - Aa, Political Science And Government

Associate'S Degree, Computer Science