Francisco M. Email & Phone Number

San Diego, California, Us

San Diego, California, Us

Manage a remote team of IT Admins supporting 900+ staff members in over 50 countries across time zones.Lead and triage outages and escalations paths between Engineering, Product, Sales and Customer Success teams. Work closely with the VP of Engineering, Director of Finance and Security teams to develop solutions to meet company needs.Deploy and maintain employee Identity lifecycle management, through the use of Okta to manage over 350 SaaS applications. Work in coordination with Product and Engineering teams to transition Customer Identity Access Management through the use of Okta’s CIAM product.Deploy and manage a zero touch solution leveraging Airwatch, also known as Workspace One, and Jamf Pro for mobile device management of employee devices through a BYOD policy and company owned personally enabled (COPE) policy for both Windows and Apple devices.

London, England, Gb

Recognition: Significantly improved customer satisfaction scores through enhancements in network infrastructure and streamlining support operations. • Managed IT and Security Operations: Oversaw IT and security teams supporting over 2,400 staff across 15 countries, establishing global IT policies, security standards, and best practices. • Team Expansion & Leadership: Grew the IT support team from 3 to 20 professionals, creating a 24/7 tiered support model that improved response times by 50%. • Security Policy Implementation: Developed and enforced company-wide security policies, ensuring compliance with international regulations and reducing security incidents by 30%. • Strategic Alignment & Execution: Aligned IT initiatives with company objectives, accelerating project delivery by 25%. • Technology Integration for Customer Experience: Implemented innovative technology solutions in hospitality services, achieving the highest customer satisfaction scores in company history.

Worldwide, Worldwide, Oo

Global Network Infrastructure Deployment: Led the deployment of secure network infrastructure in over 20 international coworking spaces, ensuring 99.9% network uptime. • Technical Support Optimization: Improved remote support operations, reducing ticket resolution time by 45% and enhancing customer satisfaction. • Cloud Migration Leadership: Directed migration to AWS cloud services, reducing hosting costs by 30% and enhancing scalability and performance.

IT consulting Promotional marketing with 100% travel

San Francisco, Ca, Us

Keep track of my own schedule to maximize profits and minimize down time.Provide excellent customer service and tips to travelers in the Boston area.Maintain an above 90% customer satisfaction rating

Quincy, Ma, Us

• Team Development and Performance Improvement: Mentored and provided goal-oriented tasks to 6 of the lowest-performing team members, elevating them to the top 10 highest producers within 6 months through detailed instruction and technical training. • Leadership & Mentorship: Led network engineering teams, improving production readiness by 15% and fostering a culture of continuous improvement. • Knowledge Base Implementation: Developed a comprehensive knowledge base, reducing repeat incidents by 25% and improving efficiency in issue resolution. • Incident Response Management: Managed incident response procedures, minimizing downtime and ensuring high availability of services.

Quincy, Ma, Us

Received 2015 employee award for outstanding performance.Supervised a team of 10+ network operations analysts.Developed staff by providing goals for each team member in order to achieve higher productivity rates based on company metrics and customer satisfaction.Attended kickoff call meetings with new clients to provide insight on day to day processes and goals for mean time to repair.

Quincy, Ma, Us

Repaired broadband connections for major fortune 500 companies as well as government organizations by closely working with customers and technicians to repair issues.Configured DSL modems, Cisco routers and oversaw scopes of work for technicians to troubleshoot broadband connections including but not limited to testing demarcation points and user devices.Responsible for escalations, including working on chronic issues and major project rollouts.Trained new employees and write up configuration tutorials for new equipment for live implementation (cutovers) for new customers.

Quincy, Ma, Us

Provided over the phone basic troubleshooting support for broadband connections to customers.Configured DSL modems and provided additional support to the companies on call technicians.Worked on a major project rollout assisting with installing and troubleshooting over 1,800 retail locations.Created new training material for new employees and cross trained departments.

Boston, Massachusetts, Us

Conduct Data Security Investigations on compromised computers as well as train student workers on conducting Data Security InvestigationsWrite security policies and information relating to securing sensitive data Give presentations to large departments on Federal and State Legislation relating to sensitive information as well as the University's Data Management and Retention PolicyGive consultation on using Identity Finder, Secunia, Active Directory, RMS & various Mac and Windows based softwares to IT administrators

Boston, Massachusetts, Us

Worked on the largest 802.11n wireless project in the worldMaintained node rooms including the installation of switches, access points and replacement of outdated hardwareRemoved malicious software and viruses from infected computers while Backing up client data and performing re-installation of operating systems when necessaryResponsible for degaussing and destroying university owned equipment containing sensitive information

Boston, Massachusetts, Us

Conducted floor meetings and enforced housing policies to help advocate a fun safe non-threatening living community while promoting new events happening on campus.Lead social projects aimed to build community among peers and managed events to bring awareness to social and cultural issues.Assisted students with various questions regarding the University's Resources as well as helped transfer and exchange students adjust to their new community.Mediated disputes among students to help build a stronger community while advocating tolerance and understanding between people of different backgrounds.

Designed and coded http://www.clowntique.bizConstructed a Strategic recommendation for the business Created a search engine marketing plan to increase web traffic

Performed book keeping duties and maintained the businesses account balance for inventory purchases Facilitated meetings and recorded meeting minutes in order to create a weekly agenda for the business and co-managers Promoted the business via web advertising and distributing flyers Booked and hosted catering events for on-campus organizations

Boston, Ma, Us

Answered questions over the phone regarding Au Bon Pain's PeopleSoft software and troubleshot broadband connections as well as server issues onsite.Performed on-site troubleshooting for downed servers, including replacing faulty equipment and reinstalling operating systems.Set up POS for new restaurants during project rollouts.

Richfield, Minnesota, Us

Built relationships with clients and ensured customer satisfaction by engaging in conversation to determine which products correctly suited each client's needs.Ordered new products and maintained inventory while regularly stocking the departments and keeping a clean professional workplace.Regularly trained new employees and assisted in situation re-enactments to help co-workers maintain a professional enthusiastic attitude when dealing with a variety of customers.