Ronald Franks Email & Phone Number

San Francisco Bay Area

- Established global connectivity regional internet breakout on the Super SIM product to reduce latency for customers - Define and maintain operational processes for partner connectivity, outage management and escalations- Maintain SIM Card profile and evolve configuration over times- Test SIM configuration and connectivity for international roaming.

San Francisco Bay Area

- Establish connectivity to voice and messaging partners global- Build out processes for supporting on going maintenance, monitoring of partners, service incident management- Defined requirements for automated monitoring service used by Super Network- Defined requirements for testing platform used when onboarding new partners

• Responsible for the technical support LOB with 366 agents
• Responsible for the customer service LOB with 377 agents
• Transition a line of business to a new vendor with 250 agents in 3 months
• Make and implement recommendations on how to improve the metrics in each LOB
• Evaluate training requirements for additional up training provided by the line of business owners
• Identify areas for improvement in processes to better support agents

• Identify gaps in current and new processes for the call center and recommend and implement changes to enhance
• Develop and improve processes to better empower the agents responsible for answering the customers’ phone calls
• Identify areas for improvement in existing systems and write project requests to improve the over all use and reduce handle time and improve agent quality
• Recommend and implement new systems customer and agent experience
• Prepare and facilitate line of business meetings to identify areas of improvement
• Maintain existing process documentation to ensure it reflects the latest changes to systems and company policy

• Support end users with networking and wireless connectivity issues with MESH 802.11g networking.
• Maintain external knowledge base articles.
• Responsible to identify and document problems that could recur.

• Provide escalated support to VoIP customers experiencing technical issues.
• Review Internal Knowledge Base articles and make recommendations for improvements and corrections.
• Identify possible systematic issues that could affect large groups of customers.

• Act as a first level support agent to customer calling in about service issues with their telephones.

• Support corporate users of Pericom’s proprietary terminal emulation software over the phone and threw e-mail.
• In depth problem solving for unique software problems and glitches.
• Responsible in helping to create and maintain the company's Intranet
• Create the companies ASP based support application, and design web pages
• Develop new dynamically updating pages that interact with a database for ease of maintenance.

Education record

Associates, Computer Information Systems

I received an Associates degree in computer information systems focusing on database and network architecture.