Tomas Frnco

End User Support Technician

Koniag Government Services

Jun 2024 - Current (2 years 3 months)

• End user and VIP support for IHS contract. Managing all lines of communication, resolving IT issues for IHS employees. • Tier 3 support for certain applications

W

DOE IT Technician I

Wildflower International LTD

Mar 2023 - Mar 2024 (1 year 1 month)

• Main point of contact for Dell warranty repairs, supporting variety of national laboratories. • Inspecting and performing repairs on returned merchandise and deploying equipment via custom processes for different laboratories. • I improved closed ticket time resolution for my team and turn-around time for responses.

2

Customer Service Technician

2NDGEAR

Nov 2022 - Mar 2023 (5 months)

• Configured IT equipment to specifications, troubleshooting, imaging, and testing. • Promoted from Configuration Technician to CS Technician after 2 months. • Configuration, troubleshooting and imaging variety of desktop and laptop computers and other computer peripherals. • Returns, repairs, warranty parts order fulfillment.

K

Customer Service Specialist

Keysight Technologies-Colorado

Jul 2018 - Oct 2022 (4 years 4 months)

• Owned communication with customers, order management, export documentation, and sales support. • Assisted with record sales for the Canada territory twice. • Contributed to the Kaizen program and continuous improvement initiatives. • Promoted from the Specialty team to the Canada team (expert level). • Mentored new employees, fostering a collaborative team environment. • Acted as a liaison for the IT department for my local team, ensuring seamless communication and support. • Utilized account management skills as part of the customer service role at Keysight, enhancing customer relationships and satisfaction through effective management of client accounts.

Customer Service Specialist Business and Government Customer Operations

Conduent

Mar 2017 - Jun 2018 (1 year 4 months)

Agent for Verizon contract, high call volume, high level of multitasking and stress management • Raised the statistics for team and site continuously. • My team decreased the amount of credits given to customer by 25% YOY • Mentored new employees. • Liaison for IT department for my local team

Lead Line Cook

Multiple

Jan 2010 - Mar 2017 (7 years 3 months)

I intentionally left out my employment between 2010 through 2017, as I worked as lead line cook in various restaurants and I also started my own house cleaning business. While I was expanding in multitasking and building my stress-resistance, these are not relevant to the career I'm pursuing. If you have further questions regarding my employment during this time, please let me know and I can provide detailed reference.

C

IT Service Desk Analyst

Computer Sciences

Jan 2008 - Dec 2009 (2 years)

• First point of contact for customers IT issues • Problem-solving skills in a high-volume setting with objective to resolve the issue, rather than create a ticket. • Awarded with CSC Recognition of Excellence for highest amount of calls taken. • Raised my Team rating for Closed First Call statistics.

E

Fuels Management Logistics Planner

Exxon Mobil BSCE

Jan 2006 - Dec 2007 (2 years)

• Created effective delivery plan for fuel retail stations in Switzerland with daily usage of German and French languages. • Improved relations between drivers, planners, and local management with my interpersonal skills • My team was recognized as historically most effective Swiss planning team, and we improved many processes and systems.

H

Account manager

Hovis & Dilta Ltd.

Jan 2005 - Dec 2007 (3 years)

Part of my duties was provide export paperwork for our international customers

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