Frank Howard Jr.
Port Saint Lucie,Fl
Summary
A disciplined security professional with track record of maintaining safe and controlled environment. Known for dependability and adaptability in dynamic settings. Expertise in enforcing rules and collaborating with team members to achieve objectives.
Overview
19
19
years of professional experience
Work History
Detention Aide
St Lucie 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
IT Help Desk Technician
City Of Port Saint Lucie
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.
- 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.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
Help Desk Team Lead
Health Intech
11.2022 - 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
- I am 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, and if I cannot fix the problem I Escalate the ticket to the next tier support
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 And Delivered comprehensive technical support to customers
Education
High School Diploma -
St James Academy
Fort Pierce Florida03-2011
Skills
- De-escalation strategies
- Inmate supervision
- Patience and tolerance
- Professionalism and ethics
- Policy adherence
- Inmate monitoring
- Headcounts
- Key control
- Surveillance
- Report preparation
- Inmate observation
- Inmate control
- Teamwork
- Attention to detail
Timeline
IT Help Desk Technician
City Of Port Saint Lucie
12.2024 - 01.2025
Help Desk Team Lead
Health Intech
11.2022 - 03.2024
Detention Aide
St Lucie 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
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