Summary
Overview
Work History
Education
Skills
Timeline
Generic

Frank Howard

Port Saint Lucie,FL

Summary

IT professional prepared to deliver high standards in technical support and issue resolution. Proven track record of enhancing system functionality and user experience. Known for collaborative teamwork and flexibility to meet changing demands, with expertise in problem-solving and customer service. Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.

Overview

20
20
years of professional experience

Work History

Correctional Aide

St Lucie County Sheriff Department
07.2021 - Current
  • Performs various support activities according to area and shift of assignment, i.e., sanitation, lawn maintenance, small engine repair, and utility duties
  • Under general supervision, performs a variety of entry-level support activities.
  • Supervised and controlled behavior of 120 inmates.
  • Developed strong relationships with fellow officers through clear communication and teamwork, promoting a collaborative work environment.
  • Managed escalation scenarios calmly and professionally, utilizing de-escalation techniques when necessary to maintain overall safety within the facility.

IT Help Desk Technician

City Of Port Saint Lucie Police Department
12.2024 - 01.2025
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
  • Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.

Help Desk Team Lead

Health Intech
01.2023 - 03.2024
  • Managed the help desk call logging system and ensure it was fit for purpose
  • Overseen maintenance and troubleshooting call out requirements
  • Took an overview of service desk calls, response times and customer satisfaction
  • Understood and assisted in compliance with software license requirements
  • Offer hardware and software support as necessary
  • Contribute to management meetings as required.

Correctional Officer

Okeechobee Correctional Facility
03.2021 - 07.2021
  • Responsible for the supervision, care, custody, control and physical restraint, when necessary, of inmates in a Correctional Institution or facility.

IT Technician

Charter Schools USA
05.2019 - 03.2021
  • Maintain system availability of critical and non-essential business systems
  • Provide customer support through onsite presence and remote access
  • Monitor support requests to determine larger-scale issues
  • Inform supervisor of any issue out of the scope or skill range of Technician promptly
  • Maintain disaster recovery and prevention procedures
  • Participate, successfully, in the training programs offered to increase the individual’s skill and proficiency related to the assignments
  • Review current developments, literature and technical sources of information related to job responsibility
  • Ensure adherence to good safety procedures
  • Perform other duties as delegated by Technician Supervisor
  • Follow federal and state laws, as well as company policies.

Geek Squad

Bestbuy Stores
07.2017 - 05.2019
  • Positively engage with the client during the check-in and check-out process while asking probing questions, listen and record details, and offer an accurate time estimate for the next steps while monitoring queues and provide status update to clients and communicate with team members.

Senior System Analyst

ClaimDoc
02.2016 - 05.2019
  • Supervises operation of help desk and serves as focal point for customer concerns
  • Provides support to end users on a variety of issues
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and personnel requests for technical support
  • Documents, tracks and monitors all problems to ensure a timely resolution
  • Provides Tier I support to end users for either PC, server, mainframe applications and/or hardware
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Escalate the ticket to the next tier support if unable to fix the problem.

IT Technician

Charter Schools USA
07.2015 - 02.2016
  • Maintain system availability of critical and non-essential business systems
  • Provide customer support through onsite presence and remote access
  • Monitor support requests to determine larger-scale issues
  • Inform supervisor of any issue out of the scope or skill range of Technician promptly
  • Maintain disaster recovery and prevention procedures
  • Participate, successfully, in the training programs offered to increase the individual’s skill and proficiency related to the assignments
  • Review current developments, literature and technical sources of information related to job responsibility
  • Ensure adherence to good safety procedures
  • Perform other duties as delegated by Technician Supervisor
  • Follow federal and state laws, as well as company policies.

Financial Counselor

University Of Florida Physicians
02.2014 - 07.2015
  • Ensures the financial integrity of the University of Florida Physicians and the Ambulatory Care Unit (ACU) by facilitating established financial processes that enable and expedite the billing and collection of professional services
  • This includes: entering charges; applying coding/billing rules; maximizing collections; verifying insurance; obtaining authorizations for services; reviewing patient account detail; and, financial counseling of patients
  • Accountable for resolution of front end edits, rejections and information requests to achieve UFP goals.

Director of Child Care Services

Imagine South Vero Charter School
08.2012 - 02.2014
  • Planned for, and ensured the compliance of, yearly fiscal budget in coordination with Regional and Local Business Administrator
  • Managed finances in accordance with CSUSA guidelines
  • Maintained student registration, financial reports and records, student sign-in and dismissal procedures
  • Directed the organization and planning of children’s entertainment programs
  • Coordinated field trips
  • Performed background checks/work references on staff.

Senior Interviewing Clerk

Indian River County Health Department
12.2011 - 07.2012
  • Received, interviewed, and processed clients
  • Determined financial eligibility for all services/programs
  • Provided positive customer-oriented clerical support by assisting clients with various inquiries and referrals.

Pharmacy Adjudication/IT Helpdesk

Liberty Medical Supply
02.2009 - 03.2011
  • Adjudicated customer service accounts
  • Communicated with pharmaceutical companies regarding healthcare approval
  • Established and maintained effective policies and procedures
  • Obtained necessary information from various providers in order to accurately process claims.

General Manager

Tape Deck
05.2006 - 02.2009
  • Provided daily operational support in the form of opening/closing the store, assisting with customer inquiries, coordinating with various vendors, and completing weekly payroll
  • Appropriated flow sheets for quarterly and monthly reports.

Warehouse Supervisor, Assistant Manager, Facilities based contracts manager, Job Coach, Technical support Technician

Gulfstream Goodwill Industries
01.2006 - 01.2004
  • Supervised warehouse staff with daily product distribution
  • Managed clerical staff, resolved technological issues, ensured the functionality of office equipment, supervised cleaning and maintenance vendors and ordered supplies as needed, provided management support within the retail store
  • Processed weekly payroll for all staff, coordinated schedules for department and staff
  • Delivered product to/from the warehouse, supervised warehouse employees and observed job duties to ensure high quality customer service was being facilitated
  • Delivered comprehensive technical support to customers.

Education

High School Diploma -

St James Academy
Fort Pierce, Florida
08.2015

Certification - A+ Certification

Comptia A+ Certification
Port Saint Lucie Florida
08.2015

Skills

  • Problem resolution
  • Ticketing system expertise
  • Service desk management
  • End user support
  • Remote support
  • Ticket management
  • Hardware diagnostics
  • End-user training
  • Service desk team management
  • System administration
  • Ticket tracking
  • Active directory
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Microsoft windows and office
  • Help desk support

Timeline

IT Help Desk Technician

City Of Port Saint Lucie Police Department
12.2024 - 01.2025

Help Desk Team Lead

Health Intech
01.2023 - 03.2024

Correctional Aide

St Lucie County Sheriff Department
07.2021 - Current

Correctional Officer

Okeechobee Correctional Facility
03.2021 - 07.2021

IT Technician

Charter Schools USA
05.2019 - 03.2021

Geek Squad

Bestbuy Stores
07.2017 - 05.2019

Senior System Analyst

ClaimDoc
02.2016 - 05.2019

IT Technician

Charter Schools USA
07.2015 - 02.2016

Financial Counselor

University Of Florida Physicians
02.2014 - 07.2015

Director of Child Care Services

Imagine South Vero Charter School
08.2012 - 02.2014

Senior Interviewing Clerk

Indian River County Health Department
12.2011 - 07.2012

Pharmacy Adjudication/IT Helpdesk

Liberty Medical Supply
02.2009 - 03.2011

General Manager

Tape Deck
05.2006 - 02.2009

Warehouse Supervisor, Assistant Manager, Facilities based contracts manager, Job Coach, Technical support Technician

Gulfstream Goodwill Industries
01.2006 - 01.2004

High School Diploma -

St James Academy

Certification - A+ Certification

Comptia A+ Certification

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