Frank Banisi

• Led remote help desk team, cut resolution times by 50% in 2 months.
• Provided expert guidance on tech solutions, maintained detailed documentation.
• Boosted customer satisfaction by 85% in 3 months through proactive management.
• Empowered clients with knowledge resources, streamlined problem-solving.
• Advised clients on tech purchases, enhanced infrastructure.
• Developed training materials.

Sotheby's:

• Optimized IT support, resolved 75% backlog in 2 months.
• Executed expedited tech prep for 1,000 employees post-COVID lockdowns.
• Provided vital on-site IT support during global auctions.

The Estée Lauder Companies:


• Orchestrated device deployment for 1000+ remote workers during COVID-19 lockdowns, enhancing productivity.
• Managed ticketing systems in ServiceNow, achieving 80% backlog reduction in 3 months.
• Oversaw 41-member service technician team, executed asset recovery project on time.
• Provided data analysis and reports to senior management, enhancing efficiency.

(3 month remote contract)
• Supported 60+ users with Adobe CC, Microsoft 365, Zoom, Slack, minimizing downtime.
• Optimized user lifecycle management, onboarding/offboarding processes.
• Oversaw procurement, installation, maintenance aligned with business needs.

• Managed inventory, ensured compliance in ServiceNow.
• Provided prompt second-line support to 500 users.
• Facilitated smooth new hire integration with SCCM & JAMF.
• Met SLA requirements, managed service requests in ServiceNow.
• Leveraged Bomgar, Mac Screen Sharing for remote support.
• Resolved Ethernet connection issues in server room patch-bays.

• Managed diagnostics, repairs, optimization of Apple devices, elevated customer satisfaction.
• Surpassed monthly Service Repair Orders, completion timelines, technical certification goals.
• Established positive client relationships, delivered timely service updates.
• Led store operations, optimized efficiency, enhanced service standards.

• Supported Apple products for 100+ high-profile clients like NBC, HBO, Condé Nast.
• Optimized operations for minimal turnaround time, upheld Apple's Premium Service Provider standards.
• Orchestrated end-to-end shipment processes for repairs, ensured meticulous tracking.

• Facilitated communication between customers and technicians, diagnosed hardware and OS issues.
• Documented detailed customer and device information for accurate tracking.

• Utilized in-depth Apple product knowledge for thorough customer support, smooth user experiences.
• Collaborated on compelling window displays, boosting customer interaction, sales.
• Represented company at exclusive events, fostering strong connections, brand identity.

• Educated clients on IT products/services, facilitated informed decision-making, provided exceptional service.
• Maintained visual merchandising displays to strict company standards.
• Demonstrated exceptional efficiency in inventory management with regular cycle counts.