Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Francisco Gonzalez Resume

63 views

Published on

  • Be the first to comment

  • Be the first to like this

Francisco Gonzalez Resume

  1. 1. FRANCISCO GONZALEZ El Dorado, California, 95623 530.919.4555 Linkedin.com/in/franciscogonzalez4hire 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

×