Frank Fonseca

Experience

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  Keller Williams Realty - Austin, NW Market Center

  Jan 2019 - Sept 2020

  Director of Technology

  • Leader and Decision Maker: Determine the technology direction of the company for 500 agents and staff.• Develop technology training curriculum and training materials for Real Estate SaaS products and office functions• Designed and implemented Company Calendar and Virtual Meeting Automations using Microsoft Flow, Calendly, and Zoom dramatically increasing office efficiency. • Audited IT budget and worked with accounting department to plan and execute IT projects• Maintained Help Desk ticketing support system for IT and other departments. • Managed troubleshooting several web applications for the company using Python, Flask, JavaScript, Bootstrap, MongoDB, Google Cloud, App Engine. • Moved common office functions such as booking conference rooms and agent education from an outdated and expensive mobile app to a user-friendly and cost-effective central office website. • Spearheaded and implemented the move to virtual office operations at the outbreak of the COVID-19 pandemic.• Migrated multiple on-site Windows/Linux Servers to 2 physical servers hosting Virtual Machines • Completely overhauled and upgraded the network infrastructure of the office to include organized network switches and patchwork, consolidated several physical servers into 2 rack-mounted servers hosting virtual machines for maximum efficiency and redundancy, and installed all new WAP’s around the office to improve network connectivity Show less

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  Qualia

  Apr 2021 - Jun 2022

  Customer Success Representative

  • Maintained up-to-date product knowledge and understanding of support and engineering processes to effectively identify, scope, and communicate bugs and requested product modifications.• Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.• Achieved key performance metrics related to quality, productivity, responsiveness, and customer experience.• Facilitated ongoing customer training on defining customer needs and providing solutions.• Served as an acknowledged expert on company’s core product and related additional products in all areas relevant to customers. Show less

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  Digital Turbine

  Jun 2022 - now

  Project Manager

  • Identified and resolved critical issues, ensuring product quality and functionality.• Coordinated device launches with 4 major US mobile carriers, managing relationships.• Administered a remote access server, improving device testing processes.• Managed, tested, and coordinated 200+ device launches, optimizing efficiency.