Over 5 years of experience in a technical support role, electro mechanical maintenance, IT, and customer service, Exceptional in troubleshooting, installation, configuration, and desktop hardware support, OS support for ATM's. Proficient in the installation of customer proprietary software on different PC's. Performed preventive maintenance on equipment when performing site visits. Provided technical support and training for other technicians within the company across the country as well as customers. Knowledge of LAN/WAN and printer network setups. Knowledge of Active directory user setup. Strong attention to detail. Very well organized and able to escalate to the proper channels on issues that need more resources.
MS Win 2000, XP, 7, and 8.1
Other Applications: MS Office Suite 2003/2007 and 2010, Excel, Word, Power Point, Outlook Desktop Support, TCP/IP, DNS Configuration, Network setup, Pinging, LAN/WAN Configuration, PC hardware and operating systems maintenance and troubleshooting, Network Security, Able to provide tech support over the phone, Familiar with servicing printers. Strong analytical skills
Proficiency in TCP/IP protocols
Excellent problem solving skills
Applied Science Electronics Engineering
Omaha, NE, 09/2011 - Current
- LEAN trained on process improvement for developing new GEN paperwork process.
- Currently analyze data for changes, adds, and deletes onto the transaction switch.
- Verify to make sure all data elements related to their account is correct prior to the system change.
- Also provide technical support to ATM clients and vendors.
- Help customers trouble shoot minor issues with their ATM's to minimize down time.
- Also provide hardware and software support to customer vendor to help resolve technical issues.
- Managed network platform conversion for ATM clients from one processor to another migrating 1,000 terminals in 6 months.
- Also provided support for ADA compliance standards for all ATM clients.
Spokane, WA, 08/2008 - 01/2011
- Managed 37 technicians between Texas and Oklahoma.
- Assisted with 7 ATM software and hardware upgrades for financial institutions.
- Provided customer support for ADA compliance standards.
- Also performed upgrades from software to hardware to make ATM's ADA compliant.
- Provided tech support for both customers and technicians across the country.
- Performed work load balance between other technicians with my service area.
- Prioritized service calls to meet customer SLA's Hired and trained new staff when necessary.
- Traveled to other areas for tech and customer visits or to provide support on ATM's that have been down for long periods of time.
- Met with area tech leads every other week via conference calls to discuss any issues or changes coming to any of the areas.
Warrendale, PA, 03/2008 - 07/2008
- Performed software and hardware maintenance on Wincor ATM's.
- Used diagnostic software on PC's to troubleshoot hardware issues on ATM's to help pin point where errors could be found.
- Performed PM's on ATM's when time permitted to prevent calls backs.
Field, KY, 03/2005 - 03/2008
- Provided leadership to technicians in the Houston area and other areas that didn't have any leadership.
- Helped hire and train new technicians across the country.
- Help support 6 hardware and software upgrades for financial institutions.
- Provided tech support for both customers and technicians across the country.
- Prioritized service calls to meet customer SLA's.
- Traveled to other areas for tech and customer visits or to provide support for on ATM's that have been down for a long period of time.
- Performed PM's on ATM's and their PC's if time permitted to prevent call backs.
City, STATE, 02/2004 - 03/2005
- Serviced bank pneumatic tube systems for financial institutions.
- Serviced safe electronic and mechanical locks.
- Opened safety deposit boxes for financial institutions when requested.
- Performed PM's on safe doors every 6 months.
- Serviced ATM machines and PC's.
Bilingual in Spanish
ADA, ATM, balance, hardware upgrades, hardware, conversion, clients, customer support, DNS, doors, financial, LAN, leadership, mechanical, Excel, MS Office Suite, Outlook, Power Point, Win 2000, Word, Network setup, Network Security, network, Operating Systems, PC's, PC hardware, printers, process improvement, safety, SLA, Spanish, switch, TCP/IP, technical support, tech support, software support, Desktop Support, phone, troubleshoot, troubleshooting, upgrades, WAN
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School Attended
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Job Titles Held:
- Data Analyst
- Field Service Manager
- Customer Service Technician
- Sr Field Customer Service Engineer
- Customer Service Engineer
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- Bachelor of Science
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