POS Technical Support Resume Example

• Provide suggestions to management for improvements in processes and support as well as constructive criticism to management about the level of support the teams are providing while constantly maintaining visibility on the quality of service given to the client from remote and onsite technical support.
• During an ongoing project of integrating between 3 tickets generating systems my key focus is to collaborate with areas to insure that the integration is completed smoothly at very little impact to the service desk and the client. This includes knowing the technical back ground of the Clarify, BMC Remedy and Service Now applications as well as the processes of both the desk and client.
• Maintaining visibility on the incidents reported to the Elevate Pilot Project by working from tickets created as issues are reported to the service desk. Also, monitored quality of the tickets created by service desk and the movement of the issues to resolution. A constant communication between several teams is also a part of this task to insure that issues are addressed properly and at times is needed to escalate as the situation arises.
• As knowledge of the environment and my years of experience expanded was given the opportunity on several occasions to stand in a position of leadership to the 1st level call centers within the branch. Worked with both the local associates and the associates in Mexico and India.
• Remote troubleshooting for Walmart Systems consisting of the store desktops, servers, and basic networking. Main focus was to support the Asset Protection systems remotely troubleshooting and correcting issues with the camera systems ranging from communications with the workstations to the servers and cameras etc. Also work with field technicians as dispatch as well as part orders and escalations from client. Became knowledge base for the area and gained knowledge of deep problem solving within windows operating system and applications as well as some experience with Windows servers, Cisco Switches, etc.

Monitoring the business labs and teaching/assisting students with their beginning and advanced COBOL assignments. I also worked with students on other classes such as Microsoft office, database, web design, etc.

Providing temporary assistance to Susan Nealy, Carl D. Perkins program coordinate, in the absence of her secretary. My job was to format a large packet of information into many documents, answering phones and performing office errands.