Frank Flores Email & Phone Number

San Antonio, Texas, Us

As a Technical Account Manager at Salco Solutions Group, I specialize in delivering customized IT solutions and exceptional client support by aligning technical expertise with business objectives. My role centers on building and maintaining strong client relationships, understanding their unique technology needs, and providing strategic recommendations that drive measurable results.With a focus on IT managed services, cybersecurity, and cloud technology, I work closely with small to medium-sized businesses to enhance their operational efficiency, protect critical assets, and implement scalable solutions. By bridging the gap between technical capabilities and business goals, I ensure that clients not only meet their current IT demands but also position themselves for future growth and success.Committed to delivering value and fostering trust, I pride myself on being a reliable partner in helping businesses navigate today’s complex technology landscape.

Plano, Texas, Us

As a Partner Engagement Manager, I drive the service delivery, product knowledge, and operational success for Armor partners. I managed and expanded relationships with key MS(S)Ps, enabling them to deploy, support, and operationalize their business models. My technical expertise in Armor solutions is instrumental in building and scaling partner offerings.I act as a trusted advisor, ensuring partner and customer satisfaction through collaborative service and support. My focus is on increasing business value and Armor solution adoption. I thrive in a fast-paced environment, contributing to team growth and refining the Technical Partner Engagement Manager role.

Claremont, Nh, Us

Client advocate and day to day oversight of all Red River services provided to them.Establish and maintain a firm understanding of the Client’s IT infrastructure and alignment to business needs.Maintain routine performance reporting, meeting cadence and feedback loop with client and Red River management including weekly, monthly, quarterly and as needed.Staffing, accountability, and oversight of Red River dedicated resources including routine performance reviews based on their roles, responsibilities, performance metrics.Review customer satisfaction surveys, feedback and direct input from the client.Maintain a technical ‘Strategic Plan’ including initiative identification, recommendations, prioritization, scoping and establishing next steps to move them forward.Assist Client with budgeting and forecasting of renewals and strategic initiatives.Establish and provide continuous improvement of Client service delivery processes, documentation and standard operating procedures (SOPs).Assist Client with Vendor and Asset Management.Constantly assess Client sentiment and feedback to identify areas for focus and improvement.Maintain routine reporting, meeting cadence and feedback loop with Client and Red River Executives including weekly, monthly, quarterly and as neededPerform routine quality assurance investigations and reviews.Change management approver for IT infrastructure changes.

Cedar Park, Tx, Us

Manage day-to-day operations of the technical staff, including management field technical support team, project management office, and incident management teams.Customer support escalation management related to service and products.Project scoping, and discovery to provide detailed overview and discussion of project plans, identified best resources.Provided project management on all client projects. Client kick off meetings, review of scope of work, weekly progress/milestone calls, through completion.Customer support, or escalation management related to service and products. Respond to client dissatisfaction, notifications.Incident management for client accounts. Follow up with service teams for major incidents, root cause analysis or corrective actions required. Setup call with client to review and provide feedback.Onboarding of new clients, review data collection and documentation teams.Staffing, accountability and oversight of dedicated resources including routine performance reviews with dedicated staff members based on their roles, responsibilities, performance metrics, Customer Satisfaction survey feedback and direct input from Clients’ and tasking prioritizationEstablish and maintain a firm understanding of the Client’s IT infrastructure and alignment to business needsCustomer advocate and oversight of all services provided

Temple, Tx, Us

Active participant in the leadership team, making recommendations based on the best decision that benefit the company, the clients and employeesPartner with the leadership team to plan and execute strategic initiatives.Develop and communication visionEstablish protocols and holding others accountableBeing an effective role modelInspiring and motivating othersDelegating appropriately and empowering othersLeading technical staff, field technical support team, project management office, and incident management teamsManage, mentor, and develop team members at all levelsManage escalated customer service and product-related escalations through resolutionLead project management team for technical deployments for all levels of clients, providing on time, and on budget deliveryWeekly reports on Key Performance Indicators Professional Services revenueField Services ProductivityTicket Age, Hours on task, EscalationsManage Dispatch and Escalations teamPeer Review with vCIO and HelpDesk leadership for feedback and follow through

Temple, Tx, Us

McLane Intelligent Solutions (MIS) is fast-growing and dynamic managed services provider located in Central Texas. We provide a broad range of outsourced IT including design, installation, support, maintenance and consulting services to the SMB market. Since 1999, small and medium-sized businesses across the Lone Star State have relied on the intelligent solutions our team of service-minded IT professionals delivers. Our experience and knowledge in our industry have equipped us with the understanding of exactly what Texas businesses need—fast and reliable IT support that keeps them moving when IT challenges arrive. Our mission is to provide you with around-the-clock monitoring, live support from our expert help desk technicians, cost-effective IT solutions and a little southern hospitality service.

Exton, Pa, Us

• Manage day-to-day operations of the technical staff, including management of remote operations, field technical support team, project management office, and incident management teams• Drive continuous improvement through quality monitoring and coaching programs• Responsible for helping to identify opportunities with in client environment and driving the sales process of the solution, qualifying, forecasting, and decision making criteria• Develop and utilize reports to identify areas of improvement in individuals, the team, and issues driving customer contacts• Handle escalated customer service and product-related escalations through resolution• Focused on delivering a world class customer experience• Discovery of client business and technology needs to develop technology road maps• High level project management and long term life cycle ownership of customer environments• Participate in cross-functional meetings and provide input on improvement opportunities• Communicate and support business goals through managing high quality standards, company policies, processes and procedures• Led in the hiring process for all positions under my division

Us

• Acted as the IT admin to many of our medium and large sized business clients• Perform problem analysis and systems monitoring• Supported, mixed Windows, Macintosh, Linux environments• Identified infrastructure related problems• Maintain security levels patches• Perform Server and Workstation updates• Manage client relations (account management)• Limited telephony support• Project work for assigned clients

Milpitas, California, Us

Customer support and service provider to internal Information Technologydepartment• Maintain a professional and responsive attitude toward customer requests.• Vendor management all datacenter related items: Power, HVAC, Cleaning,• Network, Physical Security, Disaster Recovery• Project planning, managing hardware needs for each project, coordinateshared service resources, manage issues and risks, and effectivelycommunicate status• Managed IT change control process• Document and follow all processes/procedures associated with day-to-dayoperations• Led Disaster Contingency processes and tests twice per year• Managed all emergency escalation situations during outages or major serviceeffecting situations• Infrastructure design of Business Continuity Plan for Hot Site Co-Lo• Responsible for Data Center Planning and Implementation• Project coordinate for all enterprise class related projects• Network infrastructure upgrades, SAN integration• Power requirements for server racks and servers to be installed• Special requirements for one off server enclosures• Cooling requirements for datacenter• Ensuring quality of service for worldwide operations