Franklin Do

Experience

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  Geek Squad

  Aug 2019 - Jul 2021

  Geek Squad Consultation Agent

  - Delivered exceptional customer service by diagnosing and resolving tech issues for over 50 clients weekly- Specialized in troubleshooting and repairing a wide range of consumer electronics, ensuring customer satisfaction- Educated customers on device usage and best practices, enhancing their digital literacy and tech confidence- Collaborated with team members to provide timely and efficient tech support, consistently exceeding service targets- Performed data recovery and backup services, helping clients safeguard their valuable information.- Conducted hardware and software diagnostics, reducing device downtime by 20% through proactive solutions- Maintained up-to-date knowledge of the latest tech products and services, providing informed recommendations to customers- Consistently achieved an average customer survey score of 9.7/10, reflecting exceptional service and technical expertise. Show less

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  Associated Students Inc. at California State Polytechnic University, Pomona

  Aug 2023 - May 2024

  Operations Attendant

  - Ensure all facility equipment operates safely and efficiently through regular maintenance- Oversee the daily operations of the BRIC to ensure smooth and effective functioning- Monitor and manage facility usage to optimize member experience and resource allocation- Support the execution of strategic operational initiatives to enhance service delivery- Address and resolve member concerns promptly to maintain high satisfaction levels- Provide exceptional customer service, assisting members with health and wellness needs Show less

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  Supermicro

  Jun 2024 - now

  IT Specialist

  - Deliver expert technical support through various channels, resolving complex issues, educating users, and ensuring swift, satisfactory outcomes for over 1000 employees.- Monitor and resolve high-priority IT issues across designated buildings, ensuring minimal disruption and seamless operations.- Collaborated with cross-functional teams to deploy new technologies, driving innovation and operational success- Integrate automated solutions to eliminate repetitive procedures, increasing efficiency and workflow- Conducted regular system audits and upgrades, keeping the IT environment secure and up-to-date- Leverage Active Directory and Microsoft Entra for comprehensive administrative tasks, enhancing system management and security- Implement and develop strategies to enhance IT operations- Administer, troubleshoot, and support FortiClient and Ivanti Secure Access Client solutions to ensure secure and reliable remote access for employees- Coordinate and execute desktop deployments and replacements, upgrading around 70 desktops monthly to maintain optimal user productivity- Utilized CrowdStrike endpoint protection tools in coordination with the Security team to triage and remediate end-user security concerns, resulting in a 30% reduction in security vulnerabilities- Develop and deliver IT guides, SOPs, and training sessions, empowering users with essential knowledge- Manage the distribution of IT assets for new hires and the retrieval of assets from departing employees, ensuring smooth transitions Show less