Tristan Frantum
Ankeny,IA
Summary
Dynamic Senior Technical Support Specialist with Faraway Stores, Inc., skilled in Microsoft tools, such as Entra and Intine. Proven track record in process improvement and employee training, enhancing operational efficiency and user satisfaction. Adept at project management and strategic planning, successfully leading initiatives that increased training effectiveness and user engagement across diverse teams.
Overview
8
8
years of professional experience
Work History
Senior Technical Support Specialist
Fareway Stores, Inc.
01.2024 - Current
- Operated as a senior and lead technical support specialist within Fareways corporate offices. This includes all warehouse locations, two corporate offices (Boone & Johnston), and all remote employees.
- Managed licensure and account creation within the corporate Microsoft Suite (Entra and Intune) as well as any additional software necessary.
- Aided in managing users within active directory guaranteeing proper account maintenance.
- Followed proper troubleshooting procedures for end users during technical issues.
- Onboarded new employees as well as maintaining legacy employees with proper physical assets and software as necessary.
- Supervised interns, delivering training and assigning daily tasks to enhance their understanding of IT roles.
- Assessed needs, created lesson plans, and conducted multiple company wide training initiatives.
- Corporate wide training ranged from classes of 250 to as small as one-on-ones. All curated for each class specifically.
- Developed and updated step-by-step documentation for new and legacy procedures while managing Sharepoint site for accessibility.
- Led large project initiatives, including corporate-wide upgrades to Windows 11 and Teams, while creating and maintaining daily coursework for training.
Process Improvement Analyst
Mental Health Partnership
11.2022 - 11.2023
- Revamped outdated processes at MHP by developing formal SOPs for HR implementation across all locations.
- Developed a longitudinal training program for new staff to enhance retention of training materials for EHR system.
- Lead training initiatives to ensure all legacy employees have access to updated information.
- Managed all tickets for our EHR system, resolving issues directly or escalating to PsychEase/Theramanager Support.
- Created a remote tech support line for MHP to allow end users to receive effective, reliable, and efficient support.
- Co-created an Intranet site for MHP to house internal documents, manuals, trainings, etc....
- SME for PsychEase/Theramanager for MHP.
- Coordinated onboarding for software and hardware needs across MHP, ensuring new hires are fully equipped on their first day.
Technical Support Coordinator
Mental Health Partnership
10.2021 - 11.2022
- Coordinated onboarding and implementation of software for new practices in MHP domain (e.g., PsychEase/Theramanager, GoTo, Google Workspace), facilitating smoother transitions for users.
- Lead several initiatives to onboard new software to legacy employees (e.g., Zoom Video and Zoom Phone, Encyro, Zoho).
- Managed ticketing system for trouble tickets, troubleshooting issues directly with end users or routing to appropriate support lines, ensuring effective resolution of technical problems.
- Coordinated technology services across MHP, enhancing operational efficiency.
- Set up all new users with hardware and software according to their job requirements.
- Coordinated hardware and software setup for new MHP locations, including installation of hardware and initiation of networks and switch panels for operational readiness.
Office Manager (Ames)
Central Iowa Psychological Services
08.2021 - 05.2022
- Managed the largest office within Central Iowa Psychological Services (CIPS Ames), with a brief overlap of three months where I managed both CIPS Ames and CIPS WDM.
- Lead my team in a collections initiative where we raised our collection rate company wide from 15% to near 50% in three weeks.
- Oversaw team of 5 employees, facilitating daily operations and ensuring timely task completion.
- Developed productivity workflows in weekly one-on-one meetings to enhance employee communication and maximize satisfaction.
- Trained new employees at CIPS Ames and CIPS WDM to ensure smooth onboarding and integration.
- Coordinated IT services for MHP.
Office Manager (West Des Moines)
Central Iowa Psychological Services
01.2021 - 10.2021
- Coordinated intake processes for psychological assessments across three CIPS locations, improving overall service efficiency.
- Managed 2 staff members, facilitating timely completion of daily clinical requests.
- Coordinated daily tasks for CIPS WDM office, ensuring smooth business operations.
Administrative Assistant
Central Iowa Psychological Services
06.2018 - 12.2020
- Coordinated clinical schedules for 17 clinicians, optimizing appointment availability and workflow among front office staff.
- Provided comprehensive support to clients, enhancing their comfort and safety during visits.
- Facilitated scoring of psychological assessments, ensuring accurate results for client evaluations.
Education
Bachelor of Science - Psychology
Iowa State University
Ames, IA05.2019
Skills
- Microsoft Entra and Intune
- Microsoft Suite
- Active Directory
- Analytical Skills
- Problem Solving
- Process Improvement
- Project Management
- Training & Development
- Organization Skills
- Employee Training
- Strategic Planning
- Interpersonal Communication
References
- Steven Liston, Corporate IT Manager at Fareway Corporate, (515) 971-5700
- Chuck Fridrich, Founder and CEO of Cloud 9 IT, (202) 996-0755
- Jason Hoesly, Director of Inpatient Applications at Tegria, (608) 320-0160
Classes
New Horizons: Implementing and Managing Microsoft Intune, 01/26/26 - 01/28/26
Timeline
Senior Technical Support Specialist
Fareway Stores, Inc.
01.2024 - Current
Process Improvement Analyst
Mental Health Partnership
11.2022 - 11.2023
Technical Support Coordinator
Mental Health Partnership
10.2021 - 11.2022
Office Manager (Ames)
Central Iowa Psychological Services
08.2021 - 05.2022
Office Manager (West Des Moines)
Central Iowa Psychological Services
01.2021 - 10.2021
Administrative Assistant
Central Iowa Psychological Services
06.2018 - 12.2020
Bachelor of Science - Psychology
Iowa State University