Summary
Overview
Work History
Education
Languages
References
Timeline
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Alex Franco

Kansas City,KS

Summary

Experienced IT leader with a proven track record of driving Results for company growth and providing essential support to businesses of all sizes. My foundation is built on a genuine passion for helping others, which has propelled me to excel in delivering exceptional IT support to teams across diverse roles and projects. I am dedicated to guiding small to large-scale teams through day-to-day operations and strategic initiatives, leveraging my expertise in troubleshooting various IT disciplines in helpdesk management.

Overview

7
7
years of professional experience

Work History

IT Manager

WireCo® WorldGroup
Prairie Village, KS
04.2019 - Current
  • Managed and coordinated day-to-day support activities of the Technology Support team, ensuring achievement of service levels and exceeding employee and Leadership expectations.
  • Developed and monitored Technology Support processes and tools to ensure proper handling and remediation of all issues raised to the Help Desk, resulting in fulfillment of incidents and requests within targeted SLAs.
  • Demonstrated extensive knowledge in resolving technical issues across hardware, software, and networks. Collaborated with IT infrastructure team on complex problems, showcasing technical prowess and teamwork.
  • Provided strategic guidance on implementation and execution of team initiatives, fostering a success-oriented, accountable environment.
  • Managed inventory to ensure readiness with necessary IT supplies, enabling uninterrupted support services to staff.
  • Attracted, recruited, and retained high-performing team members through effective leadership and mentorship utilizing Strengths Based Leadership objectives.
  • Coordinated new user setup and onboarding processes, ensuring smooth transitions and integration into the company's technology environment.
  • Managed asset inventory and replacement schedules to ensure equipment stayed up-to-date and operated effectively.
  • Led software licensing and installations, including management of Microsoft Office 365 logins and system access.
  • Acted as the lead on security updates and patching process of all workstations in the network.
  • Served as the liaison with third parties for technical systems, resolving issues and providing training as needed.
  • Trained and developed Technology Support team members in all areas of job responsibilities, including software and related updates.
  • Ensured department activities complied with laws, regulations, industry best practices, and company policies.
  • Managed IT projects and system deployments. That reduced costs and enhanced system security with strategic planning and a drive to continually take action.
  • Actively sought feedback to drive continuous improvement in of IT services and helpdesk operations. Adapted to changing technologies and user needs, maintaining a growth approach to IT support.

Desktop Support Technician

University Of Kansas Health System
Kansas City, KS
05.2017 - 09.2018
  • Assisted with setting up, configuring, and maintaining desktop environments, peripherals, and software in line with established standards. Offered prompt, professional support through phone, email, chat, and in-person visits, ensuring user satisfaction and operational efficiency.

    Collaborated with external vendors to solve technical challenges with desktop hardware and software, enhancing operational flow. Showcased exceptional communication skills, both verbally and in writing, particularly in demanding situations, with a focus on delivering outstanding customer service.

    Responsible for accurately documenting technical issues and resolutions using the Hospital Service Desk ticketing system, ensuring thorough and reliable records. Committed to continuously improving knowledge in technologies relevant to the Hospital Information Technology Services,striving for excellence and innovation.

    Participated in hospital-wide technology initiatives, offering insights and support while meticulously logging time spent on user support and departmental projects, ensuring accountability.

    Excelled in prioritizing and resolving user inquiries within the Hospital's Service Level Agreements (SLAs), minimizing operational disruptions. Demonstrated proficiency in troubleshooting, identifying solutions for reported issues, and collaborating with or escalating to the appropriate technology teams for complex problems.

    Maintained detailed documentation of issue resolutions, enhancing the Hospital's knowledge base and support processes. Skilled in managing inventory control, procurement, and logistics data, ensuring operational precision and efficiency.

    Trained end-users on the effective use of hardware, software, and network resources, boosting technological proficiency organization-wide. Provided consistent on-site and remote support for computing and network infrastructure across the Kansas City metro area and surrounding regions, guaranteeing accessibility and continuous operation.

Education

Associate of Applied Science - Information Technology

Johnson County Community College
Overland Park, KS
01-2012

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

IT Manager

WireCo® WorldGroup
04.2019 - Current

Desktop Support Technician

University Of Kansas Health System
05.2017 - 09.2018

Associate of Applied Science - Information Technology

Johnson County Community College

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Alex Franco