Francisco Jose Palacio, Jr.

Business Case Manager (UC) at State Farm Insurance

Location: Decatur, Illinois Area
Industry: Information Technology and Services

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Francisco Jose Palacio, Jr.'s Overview

Current

Business Case Manager (UC) at State Farm Insurance

Past

Tier II Technical Care at AT&T Mobility
Tier I Technical Care at CenturyLink
Field Operations - Premises Technician at AT&T

Researcher/Trainer at CMAC-Labs, Inc.
Application Support Specialist at GE
Information Technology Manager at Telephonetics, Inc.
Digital Media Art Director at PM&A

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Education

University of Phoenix
Century University
Art Institute of Fort Lauderdale

Wentworth Military Academy

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Recommendations

25 people have recommended Francisco Jose

Connections

500+ connections

Objective: to regain a solid footing into the Business Systems Analysis and Project Management Areas of I.T. as to fully leverage current educational investment.

• A Solutions-oriented Information Technology On Call Resource with extensive experience, combining Application Support, Project Management and integration duties at Fortune 100 Companies, with a proven track record of supporting the design, building and administering of Integrated Business Systems and Corporate IT initiatives in direct support of business objectives.

• Hands-on experience leading most stages of system analysis and development efforts, including requirements definition, analysis and design, architecture, quality assurance and user acceptance testing, along with concurrent troubleshooting and support of production, disaster recovery/business continuity and multiple staging/development environments for multiple applications.

• Experienced in Enterprise-level Platforms for Broadcast & Cable Television Ad Sales, Traffic & Billing, Automation, Commercial Operations, Scheduling, Programming, Preemptions and Exceptions, Affiliate Relationships and ancillary areas, as well as Converged Networking, Telecommunications and Digital Media.

• Adept at implementing and developing effective security policies and procedures based on current implementations of Sarbanes-Oxley 404 IT Controllership Guidelines

• Demonstrated capacity to implement innovative technology programs that drive awareness, decrease exposure, and strengthen organizations ROI at the user and infrastructure levels.

Specialties

Seasoned and Enthusiastic Troubleshooter at both the Application Environment and the Network Administration & Systems Security Levels; First Hand Knowledge of Monitoring & for Data Integrity/Recovery/Contingency Planning; Systems Development Lifecycle (SDLC) - driven Research & Development (JAD/RAD – Joint Application Development/Rapid Application Development). Install, configure, and support servers; apply patches; software and hardware upgrades. Experienced Administrator and Troubleshooter

Business Case Manager (UC)

State Farm Insurance

Privately Held; 10,001+ employees; Insurance industry

March 2012 – Present (3 months) Bloomington/Normal, Illinois Area

Currently supporting one of the largest Insurance companies in the U.S. with Business Case Management of their Cisco VoIP Unified Communications (UC) Rollout to about 18K Sites/200K Desktops.

Said Exception Cases need to be timely and professionally handled between Agents, Local Exchange Carriers (LEC's), Vendor and Internal teams, as to insure resolution for project timelines to be met and to minimize backlog of unsolved and pending sites as there are geographical and logistics considerations involved in same.

Also trained to cover Business Tier II overflow call periods and to properly document cases for speedy resolution across multiple work groups.

(Long-term contract via Technisource Staffing)

Tier II Technical Care

AT&T Mobility

Public Company; 10,001+ employees; T; Telecommunications industry

September 2011 – February 2012 (6 months) Decatur, Illinois Area

Supported a Major Mobility Carrier with Tier II Technical Care Troubleshooting and Customer Service Duties.

Said position exposed me to researching and handling not only billing and internal network elements, but also, current and leading edge technology releases in the Smartphone/Wireless area, from the standpoint of the Service Provider.

Technologies involved across the Mobility Spectrum included Apple's iPhone "Ecosystem" on both Device as well as Desktops and Sites; Same for RIM Blackberry, Samsung, HTC, Pantech and other product lines where Smartphones and Data Plans needed to be troubleshot in their entirety.

Concise attention to detail, full leveraging of Knowledge Bases and proprietary databases was key; also quick and expedited handling of escalations and transfers to OEM Manufacturers or internal Resolution Specialists was at a premium in this fast paced, high performance setting.

(Direct hire through StarTek Business Process Outsourcing)

Tier I Technical Care

CenturyLink

Public Company; 10,001+ employees; CTL; Telecommunications industry

April 2011 – September 2011 (6 months) Orlando, Florida Area

Supported this Major Rural Telco with Tier I Technical Care Troubleshooting and Customer Service Duties for their HSIA (High Speed Internet Access; a.k.a. Broadband DSL) Product Line.

Said position exposed me to researching and handling not only billing and internal network elements, but also, current and leading edge technology releases in the Broadband ISP area.

(Short Term Contract through Aerotek Staffing)

Field Operations - Premises Technician

AT&T

Public Company; 10,001+ employees; T; Telecommunications industry

September 2010 – April 2011 (8 months) West Palm Beach, Florida Area

Field operations and customer support tasks as a Premises Technician for the U-Verse line of products. Responsible for end to end delivery of product at the customer‘s premise, including customer education and training. Escalated issues with additional departments within the company as to obtain customer satisfaction and issue resolution whenever it was required.

Researcher/Trainer

CMAC-Labs, Inc.

December 2009 – September 2010 (10 months)

Worked on delivering integrated multimedia and social networking solutions for a series of customers on their social media platforms, as well as developing training packages for Continuing Education at Palm Beach State College.

Application Support Specialist

GE

Public Company; 10,001+ employees; GE; Electrical/Electronic Manufacturing industry

November 2005 – August 2008 (2 years 10 months) Hialeah, Florida

Recruited to manage and support enterprise-specific, mission critical applications that sustain the Commercial Operations departments at Telemundo Networks, including Network Traffic, Finance, Network Promotions, Programming and Scheduling and Master Control, all centered on their use of Harris’ OSI Traffic & Billing®.

Additionally, post served as local liaison for ancillary and integrated functions such as Affiliate Relations, Research, Program Editing and International Content Distribution.

Post oversaw companywide efforts to identify, evaluate and manage all critical systems as to meet SOX Compliance Requirements.

Collaborated with multiple teams in the design and implementation of mandated enhancements to current technology processes and procedures.

Collaborated also with external consultants as to manage and service their installations of their proprietary software and monitor their development efforts, presenting and managing all results to each Business and Functional Stakeholder within the matrix organization.

Information Technology Manager

Telephonetics, Inc.

June 1999 – November 2005 (6 years 6 months)

Recruited to establish and manage enterprise-wide internet presence, information technology and security program.

Oversaw company-wide efforts to identify, evaluate and manage all critical systems.

Designed and implemented technology processes and procedures as to perform cost benefit analysis on all recommended strategies.

Collaborated with external consultant to conduct in-depth proprietary software development efforts, testing and deployment, presenting all results to senior management.

Provided final approval scheme for bug-free, fully functional commercial solutions for Company’s Web Services.

Developed curricula and facilitated application and systems training for management, B2B customers and employees.

Supervised and supported all daily activities of Computer Security Assistant and Technical Support Personnel and Administrator.

In charge of Disaster Planning and Recovery for the entire infrastructure.

Digital Media Art Director

PM&A

Privately Held; 11-50 employees; Telecommunications industry

June 1998 – June 1999 (1 year 1 month)

Promoted to manage website development team charged with performing new multimedia interface for corporate parent. Supervised deployment for new Graphic Design applications and integration between Mac OS and Windows NT4 LAN. Developed Delivery and Interface solutions for Mission Critical File Transfers and Review Procedures amongst diverse platforms. Managed OS and Application Upgrades.

Authored numerous delivery procedures and workflow policies in support of graphic design operations.

Managed creation of archiving and storage solutions for customers work files.

Migrated, updated and maintained Company’s Website.

High School, High School

Wentworth Military Academy
- Leadership Development Courses (I &II) U.S. Army JROTC (LDC I/II - U.S. Army ROTC)
Independent Coursework
- Competent Communicator (@Toastmasters) (Toastmasters)

Competent Communicator

Toastmasters International
- June 2010
Recognition in the Toastmasters Educational Program, signifying successful completion of the first stage of the Communication Track.

To qualify, Toastmasters complete the ten speech projects described in the Competent Communication Manual, which provide training and practice in basic speechcraft, including speechwriting, speech delivery, research, and visual aids.

Competent Communicator is a prerequisite for advancement, in the Leadership Track, to Advanced Leader Bronze.