FRAN TAYLOR

• Built and scaled franchise-based online auction liquidation business, managing end-to-end customer lifecycle including support, contracts, payment processing, and dispute resolution
• Implemented proprietary systems and optimized operational workflows, resulting in improved customer satisfaction and streamlined business processes
• Leveraged data analytics to identify performance trends and drive strategic business decisions

• Provided front-line technical support for AWS GovCloud enterprise SaaS platform serving correctional facilities management.
• Acted as technical liaison between clients and engineering teams, translating business requirements into functional specifications.
• Obtained public trust security clearance and facilitated compliance with regulatory and security standards to ensure operational integrity.
• Utilized Zendesk, Jira, Atlassian, and Confluence to track support requests and ensure timely resolutions.
• Coordinated with IT operations team to implement software upgrades, patches, and security updates.

• Delivered technical support for (Episys) Unix-based core operating system for credit unions and financial institutions.
• Diagnosed and resolved highly technical issues utilizing internal support methodologies.
• Collaborated with programming to escalate complex issues for timely resolution.
• Earned exceptional client feedback and peer recognition with numerous 5-star reviews and commendations for superior service delivery and proactive problem-solving
• Maintained and updated proprietary CRM ticket queue with detailed case information, exceeding SLA requirements and performance metrics.

• Delivered front-line technical desktop support for major corporate contracts including Textron, Bell Helicopter, and Princeton University, ensuring rapid issue resolution and client satisfaction.
• Resolved issues ranging from password resets to critical Sev1 system outages with precision. Managed issues involving smart cards, printers, VPNs, Office 365, Email, Microsoft Windows, VMware and more. Escalated to other teams as appropriate.
• Documented and responded to high volume of service tickets using ServiceNow in compliance with SLA standards.
• Coordinated escalation of complex issues to appropriate teams, facilitating timely resolution and maintaining service level agreement compliance.

• Coordinated comprehensive care for an elderly family member.
• Managed medications and assisted with daily activities.
• Provided transportation to doctors' appointments and coordinated healthcare services.
• Arranged activities and entertainment to promote well-being.

Designed, developed, and maintained business intelligence dashboards for casino gaming industry utilizing the Microsoft BI Stack; SQL Server, SharePoint

Enterprise, and MS Excel.

Designed, developed, and maintained business intelligence dashboards for casino gaming industry utilizing the Microsoft BI Stack; SQL Server, SharePoint

Enterprise, and MS Excel.

• Collaborated with developers and clients to create custom dashboard and reporting

Designed, developed, and maintained business intelligence dashboards for casino gaming industry utilizing the Microsoft BI Stack; SQL Server, SharePoint

Enterprise, and MS Excel.

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• Conducted market research to identify emerging technologies and industry best practices.

• Delivered specialized consulting services in software recommendations, project management, network administration, data analysis, and technical support services.
• Provided software consultation, implementation and training services to businesses across diverse technical environments.
• Conducted data analysis to identify improvement areas and optimize performance.
• Implemented software solutions and conducted training for diverse business environments.

• Managed complete project lifecycle as sole analyst, overseeing data cleanup, validation, beta testing, user account management, security configuration, and dashboard report development.
• Supported end-to-end implementation of web-based business intelligence reporting solution using Microsoft SQL Server Analysis Services, enabling third-party logistics clients to analyze shipping data effectively
• Created comprehensive user guides and training materials, delivering both web-based and on-site training to internal and external stakeholders
• Coordinated software upgrades, documented system issues, and implemented process improvements, enhancing cross-departmental collaboration and operational efficiency

• Delivered front-line technical support for proprietary Unix-based application to sheriffs, assessors, and municipalities via phone, email, and remote access.
• Analyzed and resolved technical issues efficiently, ensuring minimal downtime.
• Maintained and documented ticket queue, ensuring thorough analysis of each case.
• Delivered client training sessions, enhancing user proficiency with the application.
• Directed complex issues to relevant teams for resolution.