1. FRANCISCO GONZALEZ
5020 TruscottLane
El Dorado,CA 95623
Francisco.gonzalez4hire@gmail.com
cell: 530.919.4555
I want a highly rewarding career where I can use my skills and knowledge to help the company and my
coworkers be successful.
Skill Areas:
 Strong organizational skills
 Enterprise Data Support
 Critical thinking
 NRB / Corp Escalation
 Bilingual
 MTAS /MARS / M2M/Remedy
 Report Preparation
 De-escalation
 Tech Support Training
EXPERIENCE Time & Attendance April 2016 - Present
 Identifying trends in incidental illness, short-term disability, FML, etc.
 Prepares monthly statistical reports, acts as a liaison between Verizon Wireless and Short Term
 Disability carrier, and responsible for identifying and recommending appropriate corrective
action to Supervisors.
 Performs attendance tracking and identifies corrective action. Provides
recommendation/corrective action to Supervisor. Works closely with management team
(including Human Resources) to ensure consistent approach.
 Auditing event queues for the center
 Acts as liaison with Disability Carrier. Researches employee STD/FML cases. Interacts with
employees, Supervisors, Payroll and Disability carrier to ensure claims are managed timely and
appropriately.
 Provides management with statistical reporting around attendance trends. Performs random
audits of employee attendance and corrective action to help ensure consistency and fairness.
 Attends Supervisor and AD meetings to educate employees and Supervisors of overall
STD/FML process, proper time coding. Provides guidance and resources to management team
around timekeeping, benefits process, etc
 Ad Hoc Operations duties.
Return To Work & New Hire Coordinator January 2015 – April 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
 Serve 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. Technical Support Coordinator July 2012 – Present
 Respond to escalated and complicated technical situations regarding network and device issues
 Accountable for advance education of products and resources
 Partnered with Data Consultant to assist in facilitating training in tech processes
 Evaluate customers concerns and resolve problems to customer satisfaction
Enterprise Data Technical Support November 2005 – July 2012
 Provide Tier 3 technical support for all Verizon Wireless Data products and
services to Gov, Fed, Corporate, Public Safety, Domestic and Global support
 Provide Data recommendations / solutions to clients
 Create reports for EDTS clients and EDTS analyst Shawn Bryan
 Work directly with NRB for EDTS escalations
 Provide / Lead tech support huddles for other representatives
 Create templates/documents used by WDTS/EDTS
 POD leader to help team meet daily stats
 Support Verizon Wireless CEO personal account
 Blackberry / Blackberry Enterprise / Android / Palm / Windows Mobile / Apple /
Machine to Machine / Nphase / Telemetry / Remedy