Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
OfficeManager
Gregory Frank

Gregory Frank

Tustin,CA

Summary

Technology-inclined professional with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues with a strong dedication to customer satisfaction. Possesses knowledge of standard operating systems and networking protocols.

Overview

18
18
years of professional experience

Work History

Tier 2 Technical Support Representative

Auctane
06.2015 - Current
  • Served as Tier 2 technical support representative for multiple divisions under the Auctane brand including Stamps.com, Endicia, Shipstation, and Global Post, fielding technical support concerns and guiding users through proper use of applications.
  • Assisted with troubleshooting hardware, software, and network issues.
  • Set up database connections for 3rd party store integrations.
  • Documented problems and solutions to train lower-level support on how to address technical issues.
  • Developed training materials and procedures.
  • Trained users in proper use of hardware or software.
  • Created service tickets in JIRA for software while presenting workarounds.
  • Provide guidance on USPS and UPS processes and regulations.
  • Developed proactive tools to assist customers and internal support organization.
  • Monitored system performance to identify potential issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Created AI assistant tool for internal use.

Front End Web Designer

Freelance
01.2007 - 06.2015
  • Coded websites using HTML, CSS, JavaScript, and jQuery languages.
  • Designed highly engaging interactive user interfaces that complied with modern web standards.
  • Designed user interface to meet client specifications,
  • Enhanced functionality and appearance of website and repaired functionality issues.
  • Promoted brand identity by creating company logos and delivering attractive, user-friendly and unique website.
  • Completed domain name registrations and maintained website and web hosting account.
  • Tracked and reported problems with site designs, providing remedial suggestions for resolution.
  • Coordinated copywriting and designed images to craft website content.
  • Provided front-end website development using WordPress, Webflow and other editing software.

Education

Product & Transportation Design -

Art Center College of Design
Pasadena, CA
2001

Skills

  • IT technical support
  • Windows operating system proficiency
  • Experienced with macOS systems
  • Database operations support
  • Conversational AI
  • Proficient in Splunk
  • Proficient in Sumo Logic
  • Proficient in Zen Desk
  • Proficient in JIRA ticketing
  • Website structure implementation
  • Responsive CSS techniques
  • JavaScript development skills
  • Knowledgeable in REST API architecture

Accomplishments

  • Achieved multiple customer satisfaction awards (C-SAT) by completing the highest number of positive customer responses.
  • Received Rockstar Award for overall work performance.

Timeline

Tier 2 Technical Support Representative

Auctane
06.2015 - Current

Front End Web Designer

Freelance
01.2007 - 06.2015

Product & Transportation Design -

Art Center College of Design

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Gregory Frank