Open to opportunities

Fernando Franco

@fernandofranco

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Technical support leader specializing in Microsoft 365, endpoint management, and operational process improvement.

United States

Message

What I'm looking for

I seek a leadership role in IT support where I can improve processes, mentor teams, drive security/compliance, and align technical work to business outcomes.

I am a results-driven technical support professional with over ten years of progressive experience delivering high-impact technical and strategic support across enterprise environments.

I resolve complex system issues, improve operational efficiency, and increase end-user satisfaction while providing hands-on guidance and training for advanced technical challenges.

I've led and mentored teams, managed IT procurement and asset lifecycles, and collaborated with stakeholders to align technical initiatives with business goals.

My technical strengths include Microsoft 365 and Entra ID (Azure AD), Active Directory and Exchange administration, PowerShell scripting, Intune, JAMF, ITIL-based process improvements, and security and compliance controls.

Experience

Work history, roles, and key accomplishments

Current

Technical Manager / Lead

Current

ACS Enterprises

Mar 2025 - Present (11 months)

Manage day-to-day IT support operations and lead Service Desk, Desktop Support, and Systems Administration teams to ensure consistent service delivery; drove ITIL-based process improvements and oversaw procurement, asset lifecycle, budgeting, and vendor coordination.

IT leadership ITIL Active Directory Intune Asset Management Vendor Management PowerShell

IT Support Supervisor

Beeline.com

Aug 2018 - Jan 2025 (6 years 5 months)

Led and mentored a support team for 1,000+ users to increase first-contact resolution and reduce repeat incidents; resolved escalations, partnered with security/compliance to remediate audit findings, and managed accounts across Microsoft 365, AD, Google Workspace, and JAMF.

Team Leadership Active Directory Jamf Google Workspace Incident Management IT Security Root Cause Analysis

Senior IT Support Technician

Beeline.com

Aug 2014 - Aug 2018 (4 years)

Provided on-site and remote hardware, software, and network support; performed installations, patching, hardware refreshes, and supported data center operations including VMware and remote access services.

VMWare Patch Management Peripherals Endpoint management Technical Documentation