Jesus (Jay) Franco Email & Phone Number

United States

New York, New York, Us

- Administered, documented, maintained, and resolved incidents related to SaaS services and applications.- Partnered with departments and stakeholders on SaaS integrations and technical projects.- Served as a subject matter expert for macOS and Jamf Pro, providing mentorship and knowledge transfer to team members.- Identified, proposed, and implemented solutions for technical operations while ensuring compliance.- Collaborated with Security and Risk Teams to maintain endpoint security, respond to critical vulnerabilities and complete SOC audits for IT compliance.- Created and updated automations using Okta Workflows, Okta Group Rules, BetterCloud, and Zapier.

New York, New York, Us

- Served as a technical resource and escalation point for the IT Support team and cross-functional collaborators.- Managed IT support requests via FreshService, ensuring prompt and outstanding service delivery.- Assisted in Asset Management processes, including tagging, tracking, assigning high-value assets, and improving asset recovery.- Worked on procurement, preparation, and shipment of hardware for new hires, ensuring they had necessary tools from day one as well as leading new hire onboardings.- Became an Audio-Visual subject matter expert, maintaining conference rooms and Town Hall experience, and hosted company-wide meetings.

Cupertino, California, Us

- Troubleshoot and resolve iOS, Beats, and Apple accessory issues in the Genius Bar- Recommend best and alternative options for repairs/replacement of device(s) for best customer journey at Apple- Document steps taken during Genius Bar session and next steps to clarify solution(s) for customer and next technician for future reference- Repair iOS phones by providing modular-repairs for hardware failures and/or accidental damage- Mentor new Technical Specialists by assisting in system navigation, problem solving, and advice on specific situations during their Genius Bar sessions

Cupertino, California, Us

- Create appointments for customers having issues with their mobile devices such as iPhones, iPads, Macs, and accessories- Take 1-on-1 sessions with customers to troubleshoot their issues and provide them with solutions to resolve them- Run diagnostics on mobile devices to make sure all hardware is working as normal or if there are any actions that can be taken to resolve their underlying issues- Check-in with customers to make sure they’re being seen by someone and if they have any questions about their devices while they wait

Cupertino, California, Us

- Provided product solutions for customers upgrading their Apple devices depending on their needs- Assisted in setting up and troubleshooting new devices for customers- Built 1-on-1 relationships with customers to ensure their experience at the Apple Store is valued- Worked with Genius Bar and Product Zone to ensure the customer journey is a direct, easy, and positive experience

London, London, Gb

- The sole IT support in the U.S that provided help desk support to on-site and remote users (estimated 90 employees total) in a Windows environment while escalating system issues to the systems administrator over in the U.K when required- Monitored the status of integrated file share servers, internet connectivity, permissions, and cloud-service availability (O365, NetSuite, Jive - VoIP, SpiceWorks, etc.)- Managed our different providers (Dell, AT&T, Jive, Office 365, Level3) for support, service restoration, upgrading, etc. for the U.S. As well as co-ordinate system transferring (from AT&T to T-Mobile, Nextiva to Jive)- Worked with the IT Department to help automate common processes such as starters, leavers and permission control with PowerShell. Also, worked on small/medium team projects that made the business and department more efficient

New York, Ny, Us

- Provided remote & on-site help desk, OS X, and cloud-based application technical support to internal users with ZenDesk ticketing system- Monitored the status of integrated file share servers, internet connectivity, and unusual activity- Created, modified, and removed users/users permissions from Active Directory, GApps and other cloud databases- Assisted in the deployment of OS X custom images matching department needs- Implemented solutions that automate common help desk tasks in the Active Directory and/or OS X environment

Long Island City, Ny, Us

- Configured, repaired, and setup workstations for computer lab users and staff- Provided help desk support, as well as direct support for campus faculty and students- Reconfigured and repaired network printer issues for computer lab users- Recorded and escalated issues with damaged hardware/computers to supervisor and/orpredetermined office for repairs and replacements

Long Island City, Ny, Us

- Processed computer loans and returns using integrated software for current students andfaculty requesting laptops, iPads, and calculators- Oversaw computers and printers for technical problems in media computer lab- Provided phone and direct assistance to students and staff in media computer lab office

Associate Of Applied Sciences (A.A.S), Computer Operations: Network And System Administration

Highschool Regents Diploma