Francisco Commans Jr.

418 S. 86th Place

Mesa, AZ 85208

Home 480-380-3083

Cellular 480-993-7269

Summary of Skills

  • Strong leader, very easy to work and communicate with, most often sets the standards for leadership andcontinuousimprovement.
  • Professional computer skills, proficient using all versions of office software, easily trained in proprietary software.
  • Very professional customer service skills, good listener with a strong ability to pay attention to details.
  • 8 years of Technical Helpdesk experience supporting hardware, software, TCPIP, VoIP, and Macintosh.
  • 7 years of technical writing experience.
  • 7 years of website development experience.
  • 25 years of musical experience both performance and instructional.
  • 15 years of audio and video troubleshooting and production experience.
  • 7 years of digital photograph production.

Professional Experience

MCI • Chandler, AZ • 2004 to Present • Salary = $16,000

Communications Specialist Intern

Develop process and procedures manuals. Produce monthly newsletter. Lead the Community Action Team. Organize all major company events (ClubMCI). Develop, promote, track and implement employee recognition. Maintain call center inventories. Perform other administrative tasks as required.

Verizon Wireless • Tempe, AZ • 2003 to 2003 • Ending Salary = $29,000

Customer Service Representative

Assist Verizon Wireless customer's in an inbound call center environment. Resolve billing issues, perform first level

troubleshooting, place online equipment orders and route calls to the appropriate departments.

Lendia Mortgage • Tempe, AZ • 2003 to 2003 • Ending Salary = $16,000 + Commission

Mortgage Consultant

Sell wholesale mortgage products via the telephone.

Avnet Inc. • Tempe, AZ • 2001 to 2003 • Ending Salary = $32,000

Helpdesk

Answer incoming helpdesk calls from various contracted clients. Provide high level troubleshooting. Dispatch technicians when appropriate. Manage all service calls from beginning to end. Developed the helpdesk Processes and Procedures manual per ISO 9002 specifications.

Solutions Consultant

Develop and manage service contracts for Avnet's in house Helpdesk and field engineers. Work closely with Avnet's

Legal department to ensure correct terminology. Gather feedback from customers and field managers to ensure

contract accuracy.

Project Coordinator

Manage service contract budgets. Communicate with field managers to ensure budget accuracy.

MCIWorldcom • Chandler, AZ • 1997 to 2001 • Ending Salary = $35,000

Technical Support / Helpdesk

Answer incoming technical support calls for the Iomega project. Provide high level troubleshooting. Ensure first call resolution.

Quality Assurance

Monitor incoming technical support calls for the Hewlett-Packard Pavilion project. Monitor incoming consultation calls for the Hewlett-Packard Presales project. Score agents on calls per required call procedures. Provide coaching/feedback directly to the telephone agents. Perform side-by-side monitoring on a monthly basis.

Supervisor

Oversee the day to day functions of a call center team. Provide management with reports regarding agent

performance, call types and contract adherence. Provide coaching and development to team members. Enforce a

high level of customer service and quality.

Motorola • Phoenix, AZ • 1996 to 1997 • Ending Salary = $28,000

Wafer Probe Technician

Test and inspect various wafer die for defects. Complete daily reports regarding die yields. Ensure a "Clean-room"

environment.

TRW VSSI • Queen Creek, AZ • 1994 to 1996 • Ending Salary = $28,000

Production Operator

Build, inspect, test and package air bag modules for various automobile manufacturers.

Kett Engineering • Mesa, AZ • 1992 to 1994 • Ending Salary = $27,000

Durability Driver

Drive prototype vehicles on closed courses and test for durability. Work closely with automotive engineers providing

feedback and assessing issues.

United States Air Force • Wurtsmith A.F.B., MI • 1988 to 1992 • Ending Salary = $25,000 (BAQ and BAS included)

Strategic Aircraft Maintenance Specialist

Maintain and ensure wartime readiness of the B-52G model aircraft. Master the various systems of the aircraft and

monitor all maintenance performed. Ensure the security of the aircraft.

Education

Oak Ridge High School • Orlando, FL • 1988

H.S. • GPA: 3.5

Central Arizona College • Apache Junction, AZ • 1996

Major Not Declared / Minor Not Declared • GPA: 3.8

Attended one summer semester before transferring to DeVry.

DeVry Institute of Technology • Phoenix, AZ • 1996

Major EET / Minor Not Declared • GPA: 3.5

Not complete - attended one trimester.

References

Matthew Mumma – 602-364-6949 –

Francisco E. Commans Sr. – (480) 983-5291 –

Peter Lombardo Jr. – (480) 357-9166 –

Marcos Contreras – (480) 229-0774 –

Patrick Contreras – (602) 379-6696

DeAnne Holder –