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Francisco Gonzalez Resume


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Francisco Gonzalez Resume

  1. 1. FRANCISCO GONZALEZ El Dorado, California, 95623 530.919.4555 SUMMARY A Bilingual Enterprise Data Technician / Help Desk Professional with over 12 years experience in the wireless Industry with expertise in: • Bilingual (Spanish, Written, Verbal) • Consumer / Corporate escalations • Enterprise Data Support • Facilitation and Training Skills • Help Desk Support • IOS, Windows, Android, Data Solutions • Complex Voice, Data, and Network Support • Customer Service and Support PROFESSIONAL EXPERIENCE Verizon Wireless, Rancho Cordova, CA November 2005 - Present Human Resources Time and Attendance Coordinator 2016-Present • Timesheet audits to reduce pay roll issues • National Attendance Tool (NAT) event management • Exception request processing, validation/creation of NAT attendance corrective action documents, communication with the company’s disability benefit provider, MetLife, and accurate WPA/FML/STD/Worker’s compensation tracking for a variety of teams in the field operations organization. • Duties also include the accurate and consistent delivery of confidential information in a courteous and timely manner to customer service leaders and front line employees. • Act as subject matter expert in Managing Your Time and other attendance related matters. • Ensure timely reporting of intermittent FML hours to MetLife; track the approvals/denials of time and any issues/corrections to MetLife. • Audit UIA/unprotected attendance impacting time usage and create corrective action documents through the NAT. • Maintain confidentiality of highly sensitive information. • Work with IEX, Excel, National Attendance Tool, PeopleSoft, Outlook, and other Web-based applications. • Demonstrate and act upon solid understanding of Company Time Guidelines, and State Laws Return to Work & New Hire Coordinator 2014 – 2016 • Re-acclimate representatives back into the business by ensuring they are brought up to speed with VZW policies, trainings & system updates • Review current attendance, PA Metrics & commitments • Lead huddles to establish action plan for daily goals • Served as acting trainer for New-Hire class • Coordinate job immersions, real time role plays & live call taking sessions for New-Hire & Return to Work representatives • Manage schedule adjustments as lead peer facilitator for offline projects • Generate weekly performance reports for peer facilitators
  2. 2. FRANCISCO GONZALEZ PAGE TWO Enterprise Data / Help Desk Support 2005 - 2014 • Provided Tier 3 technical support / Customer Service for all Verizon Wireless Data products and Services to Gov, Fed, Corporate, Public Safety, Domestic and Global support • Provided Data recommendations / solutions to clients • Created reports for EDTS clients and EDTS analyst • Work directly with Network Repair Bureau for EDTS escalations • Provided / Lead tech support huddles for other representatives • Created templates/documents used by the Enterprise • POD leader to help team exceed daily stats • Supported Verizon Wirelesses’ CEO personal account • Apple products and services / IOS / Iphone / Apple Watch /Blackberry / Blackberry Enterprise / Android / Palm / Windows Mobile / Machine to Machine / Nphase / Telemetry / Remedy / Windows / Mac EDUCATION High School Diploma, San Juan High School, Citrus Heights, California Numerous professional courses in: Technical Support, Customer Service, Sales, Training, Management, Voice/Data Technology, Networking Technology, Quality Management and Interpersonal Skills. ACCOMPLISHMENTS Awarded Vice President Award for Tech Support / Customer Service: Entire Enterprise: 2008, 2010, 2012