Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Franco Nieves

Milwaukee,WI

Summary

As a motivated and aspiring IT Professional, I bring enthusiasm with foundational knowledge in information technology to the table, and a strong desire to learn and apply practical skills alongside professionals with the goal of providing impactful contributions to the organization I serve.

Overview

2
2
years of professional experience

Work History

Digital Specialist Consultant

Fresh Coast Labs
01.2024 - Current
  • Analyzed web analytics data to identify trends and opportunities for enhancing user experience and driving online sales growth.
  • Liaised with marketing team to create relevant digital communication collateral.
  • Collaborated with cross-functional teams to successfully execute integrated digital marketing initiatives.
  • Conducted competitor research to inform strategic decisions related to online presence and market positioning.
  • Researched and evaluated potential new markets and products.
  • Developed comprehensive content strategies to drive organic traffic growth and improve search engine rankings.
  • Optimized website performance by conducting thorough SEO audits and implementing recommended improvements.

End User Support Specialist

Hydrite Chemical Company
08.2023 - 01.2024
  • Successfully delivered Level 2 IT support, addressing a wide range of technical issues for end-users
  • Effectively provided remote and in-person assistance, ensuring end-users received prompt and comprehensive support
  • Efficiently managed the ticketing queue, prioritizing and resolving support requests in a timely manner
  • Proactively addressed escalated tickets from Level 1 helpdesk, ensuring efficient resolution of complex issues
  • Implemented effective inventory management processes, maintaining accurate records of hardware and software assets
  • Conducted successful hardware/software installations, updates, and diagnostics, ensuring optimal system performance
  • Skillfully managed Active Directory, contributing to streamlined user and system administration
  • Provided comprehensive back-end and front-end PC support, ensuring smooth operations across systems
  • Collaborated in configuring firewall systems and applications, enhancing IT infrastructure security and ensuring smooth operations
  • Consistently delivered high-quality service and support to end-users, promoting overall user satisfaction and productivity.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.

IT Temporary Associate

Hydrite Chemical Company
04.2023 - 08.2023
  • Diagnosed and resolved hardware and software issues for end users, providing technical support via various channels, including phone, email, chat, and in-person
  • Utilized troubleshooting skills and knowledge of hardware and software configurations to efficiently address user problems, resulting in improved user satisfaction, reduced downtime, and increased productivity
  • Successfully identified and resolved network issues, minimizing downtime and ensuring smooth operations
  • Provided seamless software support, ensuring installations, configurations, and updates were up-to-date
  • Efficiently prioritized and resolved support tickets, improving user satisfaction
  • Offered exceptional customer service, resulting in prompt and effective issue resolution
  • Successfully resolved complex technical challenges through effective collaboration with cross-functional teams
  • Developed and updated user-friendly knowledge base articles, empowering users for self-service support
  • Organized training sessions, enabling users to gain proficiency in new software applications
  • Coordinated upgrades with minimal disruption, ensuring successful implementation
  • Implemented systematic tracking, conducting regular audits to ensure accurate equipment and licensing records
  • Proactively identified and addressed root causes, reducing the occurrence of recurring issues
  • Stayed informed on industry trends and technologies through continuous learning and participation in relevant activities
  • Consistently met or exceeded service level agreements, ensuring quality service delivery
  • Implemented security protocols, conducted audits, and educated users, ensuring data confidentiality
  • Maintained a high level of technical expertise through regular training, certifications, and self-directed learning.

IT Intern

i.c.stars
09.2022 - 01.2023
  • Troubleshot problems and debugged coding errors during web application development
  • Developed project management procedures and ensured accuracy and efficiency of project deliverables
  • Worked in a hybrid Agile team to design and develop a responsive web page using HTML, CSS, JS, SQL Server, UI/UX
  • Developed knowledge of IT concepts, practices, and procedures.
  • Conducted thorough testing of application features, ensuring functionality and reliability before deployment.
  • Assisted IT team members by crafting project research material for implementation.

Education

HSD -

Arrowhead High School

intership -

i.c.stars

Skills

  • Troubleshooting
  • Hardware Knowledge
  • SCRUM Methodologies
  • Imaging
  • Forti Client
  • Computer/network principles
  • Remote Support Tools
  • Ticketing System
  • Security Awareness
  • Networking Fundamentals
  • Active Directory and User management proficiency
  • Entry Level Server experience
  • Search Engine Optimization
  • Digital Marketing Strategy

Accomplishments

    i.c.stars Milwaukee Cycle 11 Sprint 3 winners sponsored by GE Healthcare

Timeline

Digital Specialist Consultant

Fresh Coast Labs
01.2024 - Current

End User Support Specialist

Hydrite Chemical Company
08.2023 - 01.2024

IT Temporary Associate

Hydrite Chemical Company
04.2023 - 08.2023

IT Intern

i.c.stars
09.2022 - 01.2023

HSD -

Arrowhead High School

intership -

i.c.stars

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Franco Nieves