Anthony Franklin

Operations Associate

Peachtree Corners, Georgia, United States18 yrs 2 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

20 years of IT experience with strong escalation management skills.
Expert in technical support and troubleshooting for enterprise solutions.
Proven track record in managing critical customer issues.

Stackforce AI infers this person is a seasoned Technical Support Manager in the SaaS industry.

Contact

Skills

Core Skills

Technical SupportTroubleshootingBusiness Analysis

Other Skills

Software InstallationDatabasesSoftware DocumentationWindowsActive DirectoryMicrosoft SQL ServerSQLSmartsheetQuipSoftware as a Service (SaaS)Salesforce.comSlack

About

20 years of Information Technology experience. * 9 HCM experience cloud service provider * 6 years of Software support * 4 years of Hardware/Software support (servers, desktop, installations, etc.) 4 years of Television Radio Production

Experience

18 yrs 2 mos

Total Experience

3 yrs

Average Tenure

4 yrs 8 mos

Current Experience

Confluent

Global Escalation Manager

Sep 2021 – Present · 4 yrs 8 mos · Remote

Real-time data in motion.

Software InstallationTechnical SupportTroubleshootingDatabases

Ukg (ultimate kronos group)

Escalation Manager

Mar 2020 – Sep 2021 · 1 yr 6 mos

The ultimate software group, inc.

2 roles

Escalation Manager

Promoted

Aug 2017 – Mar 2020 · 2 yrs 7 mos · Atlanta Metropolitan Area

As a member of the Development Escalation Management team we work with trending and highly escalated issues and customers. We partner with our Support Customer Success Managers and without Executive Relationship Mangers to facilitate status updates on critical issues. We also manage Major Customer Impacting Events (MCIE) ushering the necessary teams within the organization to resolve a business critical issue. We led the MCIE communications to executive and senior leadership providing updates as needed.

Technical SupportTroubleshootingBusiness Analysis