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Rodney Fransz

Experienced Technical Support Manager

Summary

Vastly experienced Technical Manager (BEng (Honours) qualifications) with over 13 years of experience in the PC TV, mobile TV, video and video game capture industry.
My time within Hauppauge Computer Works has seen me start as a Technical Support Agent and move through the business to manage the Technical Support Team for the business in the UK and Europe (via phone support, email, and social media) and managing a wide variety of customer service issues quickly and efficiently.
The Tech Support Team was 5 members when I took over management, but I was also the focal point for new product launches for the business in Europe. This role saw me oversee the build of materials (BOM) for new products to ensure local country compatibility and carry out all necessary in-country testing.
I also supported the Sales Team from a technical sales perspective and supported the company at many consumer shows and PR events.
I enjoy the technology and the work however the company has dissolved as of 01/2018 due to loss of sales focus that has had in the past and so I am interested in exploring new opportunities.
I joined iconBIT as they newly entered the UK market and needed a point of contact for Customer Support and repairs to customer returns.

Work experience

2016Present

Customer Support Advisor

iconBIT GMBH

Joined iconBIT as an advisor to the UK customer base for their range of e-scooters and smart scooters, as the business is only just expanding into the UK the role is on a very ad-hoc basis.

End user support over email

Repair and replace RMA's from end users

Support the sales team on technical advice. 

Support sales team at trade shows

20132018

Support Technician

Hauppauge Computer Works UK

After a year away traveling, I returned to Hauppauge, the company had undergone a number of changes to its infrastructure and was considerably reduced in size, both physically and staff-wise.

I reprised my role as support, dealing with end-users via email and phones

Re-joined the social media team - My role again was end user support via twitter and the Facebook page

Continued in QA for the new UK product lines

Developed internal FAQ's for a wide variety of support issues.

20072012

Technical Support Manager

Hauppauge Computer Works UK

Led a team of 5 in Technical support, duties involved:

Managing customer issues escalated from support agents

Project and time management for agents

Internal technical support to other departments

Internal office hardware maintenance and replacement

Training to retail stores

Technical support to external developers

QA for new MCN/SKU/BOM's in the EU/UK regions

Development and rolling out of new product lines

Created, developed and ran the company social media presence (Twitter, Facebook, Youtube)

Attended trade and retail shows as sales advisor (Screwfix, Gadget Show, UK construction Show, EGX etc.)

Jan 20052006

Technical Support Advisor

Hauppauge Computer Works UK

Technical support agent for end users via email, telephone and forum support

Retail support via telephone and personal visits

Support to external development teams

Sep 2001Dec 2004

Owner

Shogun Computer Services
Ran my own computer repair, installation and PC building business

Education

19972001

Manufacturing Engineering

University of Hertfordshire

Honours Degree

Modules included:

Computer Aided Engineering

Integrated Engineering Systems Design

Engineering Mathematics

Mechanical Science

Materials and Mechanical properties

19921994

HND Electrical Engineering

Erith College of Technology
19831991

St John Fisher school

Skills

IT Hardware Support

Over 13 years of experience in the PC TV, mobile TV, video and video game capture industry

Complete understanding of Computer Peripherals and associated products

Computer Hardware

Lifetime experience of Computer Hardware

Windows XP/Vista/Windows 7,8,10 Troubleshooter

Customer Service

Exceptional Customer Relations/Satisfaction standards

Exceptional Telephone Etiquette

Social Media

Created, developed and ran the company Social Media presence (Twitter, Facebook, Youtube)

Team Management

Led a team of 5 in Technical support for 5 years (Hauppauge)

Developed new processes for employee evaluation which resulted in marked performance improvements and customer satisfaction, this was then rolled out Europe wide. This involved the introduction of new tools, project management and a ticketing system (Freshdesk)

Product Management

Organisation and execution of the introduction of the new mySmarthome product line at the UK Construction Show

UK based development and rolling out of new product in 2008 which in turn became the best selling device for the company and the number one Consumer Video Game Capture device worldwide (HD PVR)

Project Management

Project and time management for agents

Development and rolling out of new product lines

Experience using Trello and Airtable

QA

QA for new MCN/SKU/BOM's in the EU/UK regions (Hauppauge)

Cloud Computing

Set up the companies (Hauppauge) online chat system (Slack) and project management (Trello)

Go-to-market Strategy

UK based development and rolling out of new product in 2008 which in turn became the best selling device for the company and the number one Consumer Video Game Capture device worldwide (HD PVR)