John Franco Email & Phone Number

Greater Pittsburgh Area

Manage a national team providing technical and customer support for educational software for middle and high school students. Responsible for managing all aspects of customer support, including customer relationships and outreach projects, resource planning, recruiting and employee development, and knowledge management

Greater Pittsburgh Area

Manage one local team and two offshore teams responsible for support and testing of tools for .NET and JavaScript software developers. Responsible for managing the customer support lifecycle, recruiting and training new engineers, and managing product release and testing cycles.-Manage in-house Customer Engagement team of 8 engineers, handling tier-1 and tier-2 support issues, pre-sales support, customer outreach and product management.-Manage offshore support team of 15 engineers, handling more than 40,000 incidents per year-Manage offshore QA team of 20 engineers, handling 3 major releases and several hotfix releases for 200+ products per year. -Manage the support escalation process, delegate and track issues with support, QA and development.-Recruit, hire and train new engineers to expand and maintain the Customer Engagement team.-Define and implement strategies for automated QA testing.

Directed a 24x7 call center which supports the 40,000-member University community across a broad scope of technology issues. Coordinated timely escalation of critical problems and escalated incidents with other supervisors and managers; served as a customer advocate for complaints regarding outstanding incidents or CSSD services.Responsible for oversight of customer impact of change management process and leading weekly change management meetings. Participated in project management process for enterprise-wide Exchange roll-out, campus-wide wireless roll-out, enterprise spam and virus filtering, and other projects. Participated in project management process for enterprise-wide Exchange roll-out, campus-wide wireless roll-out, enterprise spam and virus filtering, and other projects.

Coordinated day-to-day activities at the Help Desk, including employee supervision, scheduling, and queue management. Served as first point of contact for addressing all high-visibility issues including critical tickets. Screened and interviewed all prospective full-time employees. Chaired the daily division-wide conference call to review all outstanding support incidents. Provided letter input for annual performance appraisals.