Vince Franco Email & Phone Number

Rochester, New York Area

Supervise the shared services help desk focusing on enterprise wide support of Google accounts (email and documents) and first level support shared enterprise applications Provide all local deskside support of laptops and peripherals at the company’s corporate office Leading the effort to migrate the organization from multiple ticketing systems to a single ticketing system Integral member of the team centralizing the support model for the organizations several disparate support teams Standardizing hardware purchasing of computers from multiple models and specifications to a single, enterprise wide set of desktop hardware platforms Leading several improvement initiatives including creation of a centralized support website, standard hardware imaging project, and evaluation of Windows 10 operating system in the corporate environment

• Supervised a team of analysts and leads to manage resource capacity to execute on all portfolios of work in the enterprise• Reviewed resource requirements for proposed projects to evaluate the capacity of internal resources to execute on the scope of effort, recommend scenarios and external resourcing mix to adequately staff and budget the proposed work• Obtained resources for approved project work through work center managers to staff the initial team of the project, work with project management team to turn over and kick off the project• Resolved resource constraints and conflicts escalated by the project or resource teams• Monitored and governed active project work to ensure resource needs are met in a timely fashion and verify capacity and demand estimates are up to date to enable future planning• Provided resource management leadership to the IT department including staffing requirements, resource allocations, benchmarking, workflow studies, and training• Developed capacity models in conjunction with work center managers to correctly staff all types of work and corresponding portfolios• Worked closely with IT leadership to capture skill requirements and drive long term staffing model for IT project initiatives, both for the internal and external staffing mix• Partnered with Portfolio and Project Managers, IT Strategy, and Business Relationship Managers to understand the strategic direction of the business and the portfolio for effective resource planning

Rochester, New York Area

• Coordinate with IT resource managers and project managers to effectively plan and utilize IT staff to ensure the success of all IT related projects and routine work• Perform scenario analysis of approved and proposed projects to give IT senior leadership options on scheduling and selecting projects to be completed• Manage the high level planning of different portfolios of work for the IT department to ensure correct allocation of hours to IT projects, corporate projects, and routine work• Assist resource managers in making staffing decisions based on availability of staff and demand for projects and routine work• Develop reports to allow resource and project managers to determine gaps between capacity and demand and to measure the effectiveness of staff and projects• Develop standards to ensure the highest level of accuracy of capacity and demand data to allow IT leadership to make best informed decision on utilization of scarce IT resources• Assist in developing project management standards to best utilize the Changepoint tool to manage projects and plan work• Develop processes and procedures to best utilize IT department tools for managing projects and routine work and to improve the effectiveness of project teams• Maintain and support Changepoint, the IT department server based tool to manage IT related work

Rochester, New York Area

• Supervise 1st level eSupport team troubleshooting issues with company websites utilized by over 100,000 customers• Maintain high levels of customer service exceeding target metrics including Average Speed of Answer, First Call Fix Rate, and Request Completion Time• Coordinate closely with IT eBusiness/Web Development teams on all website related projects to ensure successful outcome• Interface with internal and external business partners to improve company website and user experience to increase customer satisfaction and reduce call volume• Coordinate with internal IT teams to create new tools to improve team efficiency and reduce agent handle time for incidents and requests• Updated and streamlined policies and procedures to reduce request turnaround time• Routinely interface with customers to resolve issues• Train and mentor staff on troubleshooting issues and team procedures

• Supervised 2nd and 3rd level desktop team supporting over 2000 user desktops and peripherals and 1st level eSupport team troubleshooting external customer issues with company websites• Managed updates and upgrades to all desktop software and hardware, including major upgrade to Office XP and Office 2003• Manage all desktop, laptop, and peripheral assets from procurement to retirement for multi-state organization• Coordinated with and assisted data center administration team in maintaining servers and network infrastructure, including Active Directory environment, Exchange 2003, SMS, and group policy• Coordinated activities of telecom staff in supporting customer service call centers and enterprise telephony• Active member of multiple project teams to upgrade and integrate network applications, systems, and architecture following merger between MVP Health Care and Preferred Care• Interface frequently with business units to leverage new technologies for business process improvement• Managed all licensing for the organization including Microsoft licensing• Administered Exchange 2003 server and various other application servers• Successfully managed and completed multiple projects including the creation and rollout of new Windows XP images to over 2000 PCs, implementation of Systems Management Server, and upgrading the company’s fax server

Rochester, New York Area

• Supervised team providing first level help desk and desktop support to over 700 personnel• Coordinated telecom operations and acted as liaison between external telecom vendor and organization• Managed architecture, lifecycle, and upgrades of all desktop hardware, software, printers, and peripherals• Managed enterprise licensing for all Microsoft software• Integral part of technical operations team that managed IT network architecture including planning and implementation of new systems and upgrades to existing systems• Managed or participated in projects to upgrade Preferred Care network from Windows NT/Exchange 5.5 to Active Directory/Exchange 2003, upgrade phone system from Nortel to Avaya, and upgrade PC’s from Windows 98/Office 98 to Windows XP/Office 2000/2003

Farmington, Ny

• Supervised first level help desk with 25 personnel in 24/7 environment• Implemented a new help desk account in two phases while maintaining critical call statistics• Monitored critical statistics to ensure Service Level Agreements were met and identified areas of concern to take corrective action promptly• Reduced operating costs and improved efficiency of agents resulting in over 50% increase in profitability• Identified areas of improvement to reduce average handle times and found areas to increase profitability. Implemented procedures to effect the improvements• Trained a new staff in support of proprietary Windows, DOS, and Mainframe based applications

Mba, Business, 3.9

Bs, Chemistry, 3.3

Education record