Download PDF

Frank Ballesteros

Global Technical Support Manager

Summary

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

  • Led and transformed multiple high-technology technical support and service organizations to perform at previously unattained levels.
  • Continuously innovate and implement new initiatives that have achieved operational results such as: 94% on customer satisfaction scores and 40% improvement in key performance targets.
  • Highly adaptable, having succeeded in different technologies, cultures, and business cycles. Led organizations of 20+ employees, always with the objective of inspiring each team member to strive for and achieve their peak performance.
  • Demonstrated ability to positively affect corporate bottom line through start-up, turn around and high-growth periods.
  • Adept at introducing new products or services and recording responses, client inquiries and suggesting solutions to improve quality, delivery, inventory and performance.
  • Can take detailed instructions, execute them and inject, as needed, fresh and innovative adjustments, resulting in goals that exceed expectations.

Work experience

Jun 2006Present

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 2002Jun 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 2000Jan 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.

Education

Sep 2015Present

Information Technology Management

Western Governors University

Currently attending

Jun 1994Jun 1997

Business Administration course work

Hartnell College

Salinas, CA