MARK FRANKLIN

614-638-6019 • mfranklin1272@gmail.com

SUMMARY

Dedicated and thorough professional with 15+ experience in Office Services Desktop Support, training, problem resolution, and mentoring associates. Extensive customer service background with a very diverse client base for a fortune 500 company serving multiple brands. Excel in delivering exceptional customer service and diffusing tense situations, preventing escalation by ensuring resolution of issues. Effective collaborator with staff, customers and external stakeholders in delivering solutions that meet organizational and technical requirements.

PROFESSIONAL EXPERIENCE Limited Brands/Mast Global, Reynoldsburg, Ohio 1985 to 2015 OFFICE SYSTEMS ADMINISTRATOR/SENIOR ANALYST (2007 – 2015) Served as main point of contact for a wide variety of associates from distribution center employees to executive level. Carried out Installation, setup and resolution of technology issues. Including but not limited to Active Directory, computer software, hardware, applications, telecom and wireless. Accountable for assessing and deciding on approval of software purchases as requested by brand associates. Procured hardware requests and mentored and provided technical assistance to Office Systems Specialists and Analysts.

Successfully built and maintained relationships with internal and external business partners and sustained SLA (Service Level Agreements) with business partners at multiple locations.

Won "Accomplishment Award" for the VSS sales force hardware update project team - awarded by AVP of VSS Business Strategies, presented May 2012.

Selected to provide support to high visibility C-level team, providing prompt response times and resolutions to issues.

Completed approximately 200 upgrades to Windows 7 platform from 2013 to 2014 within deadline. Imaged and supported Windows environment and software installations via SCCM. Led team meetings and tracked and reported on teams' progress weekly.

Extensive and continual use of Active Directory.

Frequently provided support to remote users.

Contributed to saving organization $400K by team completing project upgrade internally.

Provided support to Mac environment – Imaged Mac equipment via Casper and Thin Imaging processes. Installed software to Macs via Casper.

Resolved over 400 problems/issues and fulfilled nearly 1500 hardware/software requests (2014/2015).

Took initiative to continually trained new team members and interns on customer support, computer upgrades, software installations, printer installations, inventory management and basic networking.

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Tracked, ordered and maintained appropriate inventory of IT equipment for fast resolution of issues and requests.

Instructed team members on creation of 64bit virtual machines.

Nominated for "Angel Award" by successfully providing and placing equipment needed on short notice to newly hired associates, completing work in a timely fashion, and efficiently resolving critical issues, demonstrating dedication to the Victoria's Secret brand.

Set up a new office space for Bath and Body Works Canada team: advised on networking needs, provided and networked printer, and received, delivered and installed video unit.

OFFICE SERVICES SPECIALIST/ANALYST (2000 - 2007) Oversaw imaging, configuring and deployment of computer hardware and software, serving as direct technical support to a wide variety of associates

Successfully tested and provided new laptops to 75 remote associates. EUC COORDINATOR (1997 to 2000) POS CONTROL ADMINISTRATOR (1993 to 1997) POS EQUIPMENT COORDINATOR (1990 to 1993) MERCHANDISE PROCESSOR/EQUIPMENT HANDLER (1985 to 1990)

PROFESSIONAL DEVELOPMENT AND TRAINING

Completed VMWare training Windows 7 classes Mac OS 10 training