Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Christian Francisque

Brooklyn,NY

Summary

Experienced Cloud & Infrastructure Management Engineer with a strong background in system administration, hardware maintenance, and technical support across diverse environments. Adept at troubleshooting, hardware imaging, incident management, and optimizing processes. Proven ability to manage large-scale operations and provide top-tier support for users across multiple regions. Excellent communicator and mentor, skilled at training teams and ensuring efficient IT operations within SLAs.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Engineer – Cloud and Infra Management

The Ford Foundation
New York
03.2022 - Current
  • Company Overview: The Ford Foundation is an American private foundation with the mission to advance human welfare
  • Website: https://www.fordfoundation.org
  • Manage and troubleshoot scheduled tasks, ensuring users' systems remain operational across diverse environments.
  • Provide front-line technical support to end users in the office, over the phone, and via email, resolving issues promptly and maintaining high satisfaction rates.
  • Conduct diagnostics to enable first-point-of-contact fault resolution, minimizing downtime and disruptions.
  • Image and deploy desktops and laptops running Windows 11, macOS, and Linux; manage mobile device setup and profile deployment for iPhone and Android.
  • Create Standard Operating Procedures (SOPs) to streamline processes and improve operational efficiency.
  • Train and mentor new hires and interns, ensuring adherence to SLAs and best practices in fault resolution.

Equipment Maintenance Technician

Google Inc. via Astreya
New York, NY
05.2018 - 03.2022
  • Company Overview: Google Inc
  • Is a multinational technology company that specializes in Internet-related services and products
  • Led the daily operations for computer hardware management in a large-scale environment with over 3,000 users, ensuring efficient and timely equipment provisioning.
  • Performed imaging and configuration of desktops and laptops across multiple OS platforms (Windows 10, macOS, Linux).
  • Deployed and set up workstations, monitors, printers, and phones, ensuring smooth onboarding and day-to-day functionality for employees.
  • Coordinated device recycling and asset management following Google's stringent security protocols.
  • Provided technical support and equipment for Google and YouTube events, ensuring seamless execution.
  • Mentored new hires and conducted training sessions on hardware operations and best practices.

Central Service Desk Technician

Google Inc.
New York, NY
06.2020 - 09.2021
  • Collaborated with international teams (NA, EU, Asia) to enhance equipment maintenance operations during the COVID-19 pandemic, improving global service delivery.
  • Managed and resolved tickets within established SLAs using the GUTS ticketing system, ensuring all incidents were properly logged and prioritized.
  • Tracked and verified requests to ensure they aligned with Google's service scope, providing timely resolutions to meet user needs.
  • Provided proactive technical support, identifying and addressing issues before they impacted operations.

Education

Bachelor's - Information Technology

Pace University
01.2017

Skills

  • Cloud Platforms: Google Cloud and Jamf
  • Operating Systems: Windows 10/11, macOS, and Linux
  • Networking: Cable management, switch configuration, and installation
  • Productivity tools: ServiceNow, Microsoft Office Suite, Mondaycom, etc
  • Mentoring and Training

Certification

CompTIA A+ Certified – 2021

Timeline

Engineer – Cloud and Infra Management

The Ford Foundation
03.2022 - Current

Central Service Desk Technician

Google Inc.
06.2020 - 09.2021

Equipment Maintenance Technician

Google Inc. via Astreya
05.2018 - 03.2022

Bachelor's - Information Technology

Pace University

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Christian Francisque