Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

FRANCISCO GOMEZ

Clarksville,TN

Summary

Knowledgeable IT Support Technician bringing over 4 years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Data Center Technician

Akkodis (Google contractor)
Clarksville, TN
10.2023 - Current
  • Ranked 2 out of 100+ colleagues for repairs in 60 days
  • Improved site health down to .20% from .68% in 60 days
  • Upgraded and replaced internal system components, CPUs, memory, hard drives and network cables for FAANG company.
  • Collaborated with other teams such as Network Administration and Systems Engineering when needed for complex tasks.
  • Monitored data center environment to ensure optimal performance and reliability of equipment.
  • Installed new servers, switches and other equipment in the data center following best practices.
  • Tested connectivity between various devices located within the data center using network diagnostic tools.

Canvas Support L1

Instructure
Salt Lake City, United States
01.2022 - 06.2022
  • Adhere to the companies standards of: achieving above 80% in delegation, (Phones, Chats, Queues), 86% First Contact Resolution (FCR), and above 70% on Customer Satisfaction (CSAT)
  • Work with admins, teachers, and student to troubleshoot, answer how-to questions, replicate simple bugs of Canvas proprietary interface
  • Work with L2 Support team on, properly documenting bugs into Jira and follows ups with customers alike
  • Use Microsoft Dynamics 365 to document tickets through email, text, and phone call cases.

Managed Services

ParTech, Inc
Portland, United States
03.2020 - 05.2021
  • Determine and resolve escalated cases from each dedicated helpdesk
  • Coordinate with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose
  • Work with clients post-implementation on user testing, debugging, support and maintenance
  • Communicate with partners and clients to update product and implementation status at technical or functional level
  • Document and replicate bugs, escalate to level 3 technicians through Jira

Help Desk Specialist

ParTech, Inc.
08.2018 - 03.2020
  • Provide first level problem solving for proprietary Point of Sale hardware and software, including operational and technical problems
  • Exercise sound judgement and analytical skills in determining the correct resolution to problems
  • Write explicit notes and suggest troubleshooting steps for next tech within each ticket
  • Able to deliver customer service and explain in layman's term the technical aspects of the job and how to resolve the issues
  • Communicate with other companies to help resolve customer issues, whether it be Firewall, Payment Device companies, or ISPs
  • Reached companies SLA agreements to be within 90% approval rating

Manager

Chipotle Mexican Grill
01.2018 - 08.2018
  • Responsible for maintaining a positive customer experience by training a crew that provides good customer service and ensures safe, quality food
  • Resolve customer incidents and working to ensure positive customer experiences
  • Develop and cross-train all front of house Crew
  • Assist with Crew performance reviews and the resolution of performance issues
  • Troubleshoot back of house computers and POS system.

Education

Python Programming Certificate in Computer Programming -

General Assembly

Desktop Technician Certificate in Information Technology -

Technical College of Applied Technology

Skills

  • Python (Programming Language)
  • Written documentation with Jira
  • Ticketing Systems: Dynamics 365, Clarify, KB Support, Talos
  • Teamwork and Collaboration
  • Problem-Solving
  • Active Listening
  • Fault Isolation
  • Adaptability with SaaS
  • Hardware and Software Repair
  • Staff Development

Accomplishments

  • Moved into a leadership role within 6 months of first IT job, in order to prioritize our biggest client and provide excellent support service of first-day opening with our hardware, and SaaS.
  • Currently upgraded to working in network projects due to having CompTIA certifications.

Certification

  • CompTIA A+ ce certificate (Candidate ID - COMP001021130745)

Timeline

Data Center Technician

Akkodis (Google contractor)
10.2023 - Current

Canvas Support L1

Instructure
01.2022 - 06.2022

Managed Services

ParTech, Inc
03.2020 - 05.2021

Help Desk Specialist

ParTech, Inc.
08.2018 - 03.2020

Manager

Chipotle Mexican Grill
01.2018 - 08.2018

Python Programming Certificate in Computer Programming -

General Assembly

Desktop Technician Certificate in Information Technology -

Technical College of Applied Technology

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FRANCISCO GOMEZ