Robin Franklin

Background

About Robin Franklin

Throughout my 14-year tenure at IBM, I have proven myself to be a strong technical resource, team lead, and customer advisor. As a technical leader, creative problem solver, and strong communicator, I am looking to transition into a site reliability engineer role. Diverse Technical Savvy: From testing and recovering PC subcomponents to troubleshooting and upholding warranties for IBM’s San Switch and FlashSystem Storage customers, I offer hands-on experience installing, configuring, testing, and supporting client and server hardware. Problem Solving: I earned multiple promotions at IBM, including recognition as an SME in both San Switch hardware and IBM FlashSystem Storage. Whether providing Tier 1 product support or Tier 3 hardware asset management, I am a proactive problem solver, able to work directly with customers and collaborate across functions to implement effective troubleshooting and critical updates. Clear Communication: Unless you can break down advice and instructions for tech users and non-tech personnel, your technical knowledge is useless. With many years of experience directly supporting customers—including gathering details crucial to troubleshooting, researching fixes, and directing them to other SMEs as needed—I offer a proven ability not only resolve technical issues, but I also ensure customers feel heard and close out jobs quickly. If you are searching for an IT support specialist with wide-ranging hardware and software knowledge, I would welcome the chance to connect with you at robinafrank@hotmail.com or through direct message. Handle customer complaints and issues and provide solutions. Coordinate partnerships with suppliers and partners. Skill: Excellent leadership and team management skills. Excellent customer service skills, able to handle complex customer issues. Familiarity with all aspects of hotel operations including front desk, guest rooms, food and beverage and meeting facilities. Strong organizational and time management skills with the ability to juggle multiple tasks and priorities. Excellent communication and interpersonal skills, able to build good relationships with employees, clients and partners. Skilled use of hotel management software and office automation tools