Francis Mazzaro II

• Installed, configured and maintained computer systems and network connections.
• Provided post-incident reporting to management, documenting root cause analysis and corrective actions taken for major technical support events.
• Improved customer satisfaction ratings by implementing efficient troubleshooting methods and providing timely resolutions.

• Communicated with executive team to maximize development efficiencies and resolve technology issues.
• Partnered with project team members to identify and quickly address problems.
• Updated customers and senior leaders on progress and roadblocks.
• Built, repaired and installed computer-related hardware based on deployment procedures.
• Optimized network infrastructure for greater reliability and more robust power infrastructure.

• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Maintained compliance with company policies, objectives and communication goals.
• Conducted employee evaluations to provide feedback and set expectations for future job performance.

• Established and updated work schedules to account for changing staff levels and expected workloads.
• Created, prepared and delivered reports to various departments.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Resolved account issues to build rapport and relationships with clients.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Kept abreast of new company products and services to effectively answer questions and resolve complaints.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Created customer support strategies to increase customer retention.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Kept high average of performance evaluations.

Various Communications positions, available upon request

Top Secret Security clearance