Joel Franco Email & Phone Number

New York, Ny, Us

New York, New York, United States

Selected for the Civil Service Pathways Fellowship(Digital and Data Services). A two-year program where I am working full-time for the Office of Administrative Trials and Hearings. Troubleshoot end-user issues related to software and hardware.Install, configure, test, monitor, and maintain software and hardware up to date.Perform onsite or remote diagnosis and resolution of desktop problems.Maintain desktop images.Handle initiatives and special projects as assigned.

Bronx, New York, United States

Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and mobile devices.Walk staff and students through the problem-solving process either in person, by email, or over the phone.Use the Track-It ticketing system to create tickets. Use Active Directory and Office 365 Admin Center to reset passwords.Escalate problems as appropriate following HD procedures.

Brooklyn, New York, United States

Take 40-60 calls on average(daily) from clients all around the United States. Work with Ticket Tracking System (ConnectWise) to create and assign tickets.1st Call Resolution: Resolve the client's issues immediately if possible.Use ConnectWise Automate and/or ScreenConnect to remotely access the client's workstations and provide remote support.Use Active Directory to reset passwords, create new users, etcUse Microsoft 365 Administration Center to reset passwords, assign MS 365 licenses, add users to distribution lists, etcInteract with numerous cloud-based and on-premises platforms in a fast-moving environment.

New York City Metropolitan Area

Understanding customer’s technology issues by asking probing questions, listening, asking clarifying questions, taking detailed notes, and providing accurate time estimates for the next steps.Setup of PCs, Laptops, Tablets, and Mobile Phones.Installing PC components into client’s devices.Checking in Apple devices and running diagnostics according to AASP guidelines. Performing Visual Mechanical Inspection of client’s iPhones.Check and test functionality of Open-Box items.Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.Providing positive, timely engagements with customers during the check-in and check-out process.Clearly communicate and partner with team members.

New York City Metropolitan Area

Interviewed residents in assigned areas, explaining the purpose of the Census, answering their questions, and recording their answers.Met with supervisor to review procedures, report issues or concerns, and receive updated instructions.Attended team meetings and communicate with other Census takers via phone.

New York City Metropolitan Area

Researched and developed tutorials for using Google and Microsoft applications for frontline non-profit workers adapting to remote workWork both independently and cross-functionally with a team to shape effective instructional content using realistic business examples and appropriate hands-on activities.Contribute exam materials, including scenarios, multiple-choice, and other item formats for use in testing knowledgeCraft outlines and presentations with instructional videos using and Canva and CloudappMet bi-weekly to plan and discuss the curriculum content.

Bachelor Of Science - Bs, Computer Science

Comptia A+ And Cisco Certified Network Associate, Information Technology

Borough of Manhattan Community College (BMCC) CUNY TechWorks program focuses on bridging the NYC talent gap in the IT sector..

Software Development

CUNY Tech Prep is a NYC Tech Talent Pipeline program designed to provide exceptional Computer Science students in the CUNY senior college.

Associate Of Science - As, Computer Science