D David Frank
Bengaluru
Summary
Technical Specialist and Floor Supervisor with a proven track record of driving service excellence, operational efficiency, and high team performance. Skilled in supervising technical support operations, managing escalations, and ensuring SLA compliance across Microsoft, macOS, and Google Workspace environments. Certified in Google Workspace and Jira, blending strong technical expertise with strategic leadership. Recognized for balancing data-driven decision-making with people-focused management, delivering sustainable value through technical innovation, operational optimization, and talent development.
Overview
4
4
years of professional experience
5
5
Certifications
Work History
Senior Systems Engineer / Floor supervisor
Cognizant
Bangalore
03.2021 - 10.2022
- Performed root cause analysis to provide resolutions for production issues.
- Assisted employees with resolving network problems at remote locations.
- Optimized networked software and operating systems by applying updates and patches.
- Supported system users, educating employees on troubleshooting, and problem-solving protocols.
- Handled multiple chats at the same time to assist users with technical issues.
- Created manuals and taught training sessions to educate co-workers on new systems.
- Maintained service stability during critical incidents through strong crisis management.
- Successfully managed multiple customer sources, i.e., (chats, calls, emails), while exceeding SLA requirements.
- Improved operational efficiency by refining workflows and updating procedural guidelines.
- Enhanced technical capabilities in Microsoft and Mac systems to address evolving customer needs.
IT Analyst
Goldman Sachs
07.2020 - 03.2021
- Created and submitted reports for , evaluating customer wait time, issues resolved and customer reviews.
- Maintained excellent team relationships by helping colleagues with complex customer issues, complaints, computer malfunctions and questions.
- Improved customer support by proactively responding to queries on virtual platforms.
- Increased positive customer reviews on solving complex, technical computer issues efficiently.
- Gave clear and concise instructions to customers on how to resolve issues without difficulty.
- Handled over 50 calls in day.
IT Analyst
Cameo Gobal Inc Cisco
03.2019 - 06.2020
- Diagnosed and resolved system and application malfunctions through effective troubleshooting techniques.
- Managed up to six simultaneous remote support sessions, ensuring timely resolution of user issues.
- Performed complete device setup for both macOS and Windows platforms, tailoring configurations to user requirements.
- Oversaw the installation and integration of software applications and hardware systems to meet organizational standards.
- Delivered resolutions for procedural, process, informational, and technical requests submitted via phone, or automated systems.
- Maintained comprehensive audit trails of all issues and resolutions by accurately inputting, monitoring, and closing cases using the required tools.
- Assumed full ownership of IT problems, following escalation paths to guarantee timely and effective resolution within contractual agreements.
- Conducted client follow-ups in alignment with case handling and closure policies, ensuring satisfaction for both users and employers.
- Identified recurring or systemic issues, and recommended improvements to reduce future problems and enhance operational efficiency.
- Adhered to established procedures for call referral, escalation, and problem resolution.
- Collaborated with team members to resolve issues to the satisfaction of administrators, and stakeholders.
- Proposed modifications to existing procedures, and suggested new practices, to improve overall Service Desk operations.
- Performed additional duties and responsibilities as assigned, demonstrating flexibility and commitment to organizational goals.
Education
Bachelor of Computer Applications - Computer Installation And Repair Technology
St. Vincent Pallotti College
Bangalore 06.2019
Skills
- Leadership and team development
- Process improvement
- Service desk management
- Leadership and team development
- Training and instructional design
- Strategic planning and operations
- Crisis and change management certifications
- Cross-functional collaboration
- Active Directory
- Smartphone hardware and software troubleshooting (Android / iOS)
- Laptops, desktops, hardware, and software troubleshooting (Windows, Mac)
- Ticketing tools: ServiceNow, SDM, JIRA
Accomplishments
I was Awarded on the Basis of Performance .
Cisco ESTS experience Impact Awards
Cisco ESTS experience Impact Awards
Certification
Google Workspace User and Resource Management
Languages
English
Intermediate (B1)
B1
Tamil
Beginner
A1
Malayalam
Beginner
A1
Kannada
Intermediate (B1)
B1
Telugu
Beginner
A1
Affiliations
Building and Flying FPV Drones
Timeline
Senior Systems Engineer / Floor supervisor
Cognizant
03.2021 - 10.2022
IT Analyst
Goldman Sachs
07.2020 - 03.2021
IT Analyst
Cameo Gobal Inc Cisco
03.2019 - 06.2020
Bachelor of Computer Applications - Computer Installation And Repair Technology
St. Vincent Pallotti College