Frank Tibbs Email & Phone Number

United States

• Educate customer support employees and management on troubleshooting hardware and software issues, decreasing reopened tickets and escalations• Investigate and resolve on average 40 resolved tickets daily via Cherwell Service Management• Utilize SQL, BMC/Control M/ECS, zOS System Commands, JCL, and TFS/ADO to repair and update company systems remotely • Monitor and close systems at end of day to maintain company compliance and ensure business processes have been completed• Maintain detailed ticket documentation allowing cross-functional collaboration and issue tracking

• Utilized ServiceNow to diagnose and resolve hardware and software issues for employees and stakeholders, averaging 60 resolved tickets daily.• Partnered with stakeholders to educate employees on scalable troubleshooting processes.• Completed miscellaneous tasks as assigned including data management, updating internal systems, and bug investigation.

Elmhurst, Illinois, United States

• Installed phone, internet, and cable services for new and established Comcast customers using minimally invasive installation techniques• Created and configured customer accounts while educating customers on Comcast platform best practices and features• Educated customers on common troubleshooting skills for multiple devices including modems, routers, and mobile devices• Maintained compliance with company and federal codes, procedures, and safety standards

Westmont, Illinois, United States

• Assisted customers in purchasing computer hardware and software to meet business and personal needs.• Collaborated with key stakeholders to create engaging promotional displays highlighting products and services. • Educated customers on different computer hardware and software features, offering troubleshooting and best practices.

Information Technology

General Education, 12

General Studies