Years of professional technology support experience
Franklin R Guerrero Jr
Tech Support Representative Supervisor/Program Manager
Palm Bay,FL
Summary
Multifaceted Tech Support Representative Supervisor with 8 years of experience in network and electronic infrastructure systems for the United States Air Force and business sector. Additionally, Program Manager with 14 years of experience in managing and operating food service programs, fitness & recreation functions and community event planning for the United States Air Force. Avid in customer service methods, quality control, team-building and technical skills dedicated to thriving in customer-focused and technology-driven environments. Previously held TS-SCI clearance 2002 - 2012. Active DoD Secret clearance.
Overview
8
8
14
14
Years of professional program management experience
24
24
years of professional experience
Work History
Tech Support Representative Supervisor
MCI
Melbourne, FL
09.2021 - Current
- Supervised team of 12 agents and provided level-two tech support for 4.9 million business class and residential customers across 21 states.
- Trained 163 agents on internet, telephone and television operations and troubleshooting techniques to handle 48K customer calls.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Readiness & Plans NCOIC
US Air Force
Osan Air Base, South Korea
11.2019 - 09.2021
- Oversaw unit readiness program and used verbal & written skills to hold 15 training events for 150 members to posture unit for combat operations.
- Base COVID-19 vaccine team leader that used management and organization skills to schedule and process 598 members which led to vaccinating 7,600 base personnel.
- Team earned Team of Quarter 2020.
- Unit earned 2020 regional Pacific Air Forces LeMay Award.
ICBM Feeding Operations NCOIC
US Air Force
FE Warren Air Force Base, WY
12.2016 - 12.2019
- Supervised $195 million kitchen operation and 65-member team to deliver 45,000 meals across 3 states and led storeroom operations to process 146 food orders.
- Inspected and maintained $183 thousand in rations to issue to 15 food facilities in support of United States Nuclear Surety Operations.
- Earned company NCO of Quarter 2017
- Team earned 2017 Regional Award Air Force Global Strike Command Sustainment Services Flight of Year.
- Unit earned Air Force Hennessy Award for 2017 & 2018.
Community Center NCOIC
US Air Force
Kadena Air Base , Japan
12.2012 - 12.2016
- Managed 20 staff to deliver 850 specialty classes and 1,200 facility reservations while securing $55,000 in program funding.
- Developed team communication and cohesion to hold 8 base events for 5,500 spectators
- Awarded company NCO of Quarter 2013.
- Unit earned 2013 Regional Pacific Air Forces LeMay and Verne Orr awards.
Fitness Center NCOIC
US Air Force
Travis Air Force Base, CA
07.2007 - 12.2012
- Supervised 10 coworkers in operating & maintaining fitness facility and equipment.
- Oversaw facility operations to ensure highest level of customer service to secure funding for $23,000 equipment upgrades and increased customer satisfaction rate by 15%.
- Unit earned 2011 & 2012 Regional Air Mobility Command LeMay Awards
- Base earned 2011 Installation Excellence Award.
Space Communications Systems Controller
US Air Force
Schriever Air Force Base, Colorado
05.2003 - 05.2007
- Supervised 6-man team to maintain and perform fault isolation principles to repair 150 circuit outages in support of the Air Force Satellite Control Network and contributed to 99.98% up time.
- Trained 6 team members in technical and troubleshooting skills to reduce average downtime by 15%.
- Technical expertise earned Unit Professional Performer Award for 2005.
Systems Control Technician
US Air Force
Elmendorf Air Force Base, Alaska
01.1999 - 05.2003
- Identified and replaced faulty modem on voice circuit with in-shop modem to save end user $3000 in new equipment costs and restored voice capabilities for the Air Operations Center to monitor threats above the Alaskan skies.
- Graduated Air Force Computer-Communications Systems Controller Course.
- Accomplishments earned Regional Technician of the Year for 2001.
Education
Bachelors of Science Degree - Information Technology
American Military University
Associate of Arts - Hospitality And Fitness Management
Community College of The Air Force
Montgomery, ALSkills
Technical Expertise
undefinedTimeline
Tech Support Representative Supervisor
MCI
09.2021 - Current
Readiness & Plans NCOIC
US Air Force
11.2019 - 09.2021
ICBM Feeding Operations NCOIC
US Air Force
12.2016 - 12.2019
Community Center NCOIC
US Air Force
12.2012 - 12.2016
Fitness Center NCOIC
US Air Force
07.2007 - 12.2012
Space Communications Systems Controller
US Air Force
05.2003 - 05.2007
Systems Control Technician
US Air Force
01.1999 - 05.2003
Bachelors of Science Degree - Information Technology
American Military University
Associate of Arts - Hospitality And Fitness Management
Community College of The Air Force
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