Frank Ballesteros

  • Oceanside, CA

Global Technical Support Manager


Skilled and experienced client services manager well versed in solving customer and client problems with progressively responsible client services project management roles.  Ready to ensure customers are always happy with services and products, resulting in company profits and enhanced reputation. Demonstrated ability to positively affect corporate bottom line through start-up, turn around and high-growth periods.

Professional Highlights

Work experience

Work experience
Jun 2006 - Present

Global Technical Support Manager

Leica Biosystems/Aperio
  • Leading a global biotech technical support organization based in three locations (US, Europe).  The team provides all customer-facing technical support for Pathology Imaging for both hardware and software solutions.  Engineers in this team responsible for an install base of over 3000 customers globally staffed 24x7 with a "follow the sun" infrastructure.

  • Following a corporate merger, identified opportunity for technical support teams coming from varying corporate cultures to operate as a cohesive unit.  Established common processes and metrics across the organization and, within nine months, teams were achieving up to 90% improvement in case response  time.

  • Recognized for consistently building productive teams in different departments, despite organizational problems such as re-engineering, downsizing, and internal conflict.

  • Led and participated in several Danaher Business Systems problem solving Kaizen's including a technical support "re-imagine" where we improved average response time from 8 hours to less than 1 hour.

  • Developed new operating procedures and policies, such as engineer work instructions,  scripts, and knowledge base for continuity and standards of service.

Feb 2002 - Jun 2006

Technical Support Engineer III

Jenny Craig
  • Held multifaceted responsibilities to configure, install and administer network infrastructure and telecommunications systems that supported staff of 4,000 personnel.  

  • Effectively consolidated multi-domain Windows NT network into a single, homogenous domain.

  • Improved inventory control capabilities by developing a comprehensive asset management program. 

Jan 2000 - Jan 2002

Network Administrator

Booz Allen Hamilton
  • Monitored complex network system that used both LAN and WAN technologies to ensure maximum uptime.

  • Implemented, configured and maintained storage area network devices.

  • Maximized customer operational performance by resolving IT issues.


Sep 2015 - Present

Information Technology Management

Western Governors University

Currently attending

Jun 1994 - Jun 1997

Business Administration course work

Hartnell College

Salinas, CA