Franz Pfeiffer

Experience

• 

  Fujitsu

  Jan 2020 - Jun 2022

  •Monthly Metrics Analysis and Reporting: Analyze monthly metrics related to IT support performanceand generate comprehensive reports for the management team. Identify improvement areas and trendsbased on the data collected. Communicate findings and recommendations to enhance team efficiencyand effectiveness.•Kaizen-Style Team Meeting Presentations: Take ownership of the weekly team meeting presentations,following the Kaizen methodology of continuous improvement. Collaborate with team members togather insights and ideas for process enhancements. Present findings, propose solutions, and facilitatediscussions on improving support workflows and customer satisfaction.•Floor Support: Provide floor support by assisting agents and co-workers with daily IT-related problems,including troubleshooting technical issues, resolving IT tickets, and supporting internal projects. Offerguidance and solutions to ensure smooth operations and minimize downtime.•Knowledge Base Authorship: Author knowledge base articles, how-to guides, and Root Cause Analysisdocumentation. Develop comprehensive and user-friendly resources to empower end users in resolvingcommon technical issues independently. Contribute to the knowledge base's growth and accuracy tofoster self-service troubleshooting and improve overall support efficiency.•System and Procedural Recommendations: Make recommendations to improve systems andprocedures based on observations and user feedback. Collaborate with cross-functional teamsto implement enhancements that increase productivity, streamline processes, and enhance userexperience.•New Hires Onboarding, Access, and Trainings: Play an active role in onboarding new hires by settingup their IT access, providing necessary training, and familiarizing them with company systems andprocesses. Ensure new employees have the necessary tools and knowledge to effectively perform theirroles. Show less •Technical Support for Multiple Companies: Provide IT support for various companies with different tools and security levels. Adapt to each company's unique requirements and workflows to ensure efficient and effective support.•Incident Management: Receive and document incident reports from end users, accurately capturing relevant details. Assess severity and impact, prioritize accordingly, and follow escalation procedures to ensure timely resolution.•Service Request Management: Assist users in submitting service requests for IT needs, such as software installations, hardware replacements, or account access. Guide them through the process, ensuring accurate documentation and fulfillment within SLAs.•Infrastructure and Application Outage Reporting: Monitor infrastructure and applications used by supported companies. Report outages or disruptions in ServiceNow, following procedures and communication channels. Provide timely updates to users and stakeholders.•Troubleshooting and Issue Resolution: Diagnose and resolve technical issues using a systematic approach. Provide step-by-step guidance when possible and escalate complex cases to appropriate technical teams for efficient resolution.•Customer Service and User Communication: Deliver excellent customer service through empathy, active listening, and clear communication. Keep users informed about the status of their incidents or requests, ensuring transparency throughout the support process. Show less

  • Process Controller

    Jul 2021 - Jun 2022

  • Service Desk Agent

    Jan 2020 - Jun 2021
• 

  DXC Technology

  May 2023 - now

  • Applied expertise in software development to manage design and build Microsoft Power Platform solutions for improved business efficiency.• Develop custom business applications with Power Apps, tailored to meet specific client needs and enhance operational efficiency.• Design and implement automated workflows with Power Automate, optimizing business processes and reducing manual tasks.• Leveraged strong background in software development to ensure optimization and troubleshooting of Power Platform technologies.• Implemented innovative solutions using software development knowledge to enhance the functionality of Power Platform applications.• Collaborated with cross-functional teams in an Agile Environment to deliver software solutions that align with business objectives• Enhanced data processing capabilities as a Power Platform Engineer by implementing secure, efficient distributed systems. Show less • Provided technical support for over 200 end-users, Problem solving related to software, hardware, and network connectivity.• Diagnosed and troubleshot system issues, achieving a 95% first-call resolution rate.• Managed user accounts and access permissions within Active Directory, ensuring security compliance.• Documented all support interactions in the ticketing system, maintaining accurate records and reducing repeat issues by 20%.• Assisted in the deployment and configuration of new workstations, including the installation of necessary software and peripherals.• Conducted training sessions for end-users on new technologies and best practices, improving overall IT literacy.• Collaborated with the IT team to implement process improvements that reduced average ticket resolution time by 30%. Show less

  • Power Platform Engineer

    Jul 2024 - now

  • Microsoft Service Desk Technician

    May 2023 - Jul 2024
• 

  Freelance (Self employed)

  Jul 2023 - Apr 2024

  Freelancer Software Engineer

  • Took the initiative to develop a barcode reading label generation system using Python for Mascotienda San Josecito, demonstrating analytical problem solving.• Utilized Laravel (PHP) and SQL Server database to create a web application and homepage for Macrobiótica Vida Natural, showcasing proficiency in web development frameworks and system design.• Conducted front-end development of the main webpage for ByB Logistics, employing HTML, CSS, and JavaScript. Designed and tested user interfaces for optimal Customer Experience Show less