Dispatcher

• Jul 2015 - Present

Customer Engineer Level II

• Jun 2012 - Jul 2015

Responsible for providing installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support • Provide installation, maintenance and repairs on ATM (second line maintenance) and/or POS (Point of Sale) equipment and other electromechanical equipment at various locations within an assigned territory/region • Provide continuity of customer operations and high levels of customer satisfaction; Manage customer incidents as assigned; Build working relationships with customers and develop informal communication channels with customer account at the local level • Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately; May provide support to Associate Customer Engineer and/or Service; Representative/Service Technician Tech when necessary • Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures. Show less

Field Service Representative

• Apr 2010 - Nov 2011

Responsible for diagnosing and troubleshooting data / equipment and taking necessary corrective action to collect and retrieve accurate audience data. Ensured collection and transmission equipment is properly installed and configured in Nielsen Panels to transmit necessary audience data. Responsible for prioritizing, scheduling, and completing all work following established policy and guidelines in an assigned territory. Responsible for accurately collecting and reporting Panel demographics and audience information using Nielsen proprietary software. Show less

Customer Service Representative

• Aug 2008 - Apr 2010

Used ticketing system on Thin Client system to create special orders for customer Engaged the customer and providing superior customer service to help obtain the needs of the customer. Went through continual training on the various pieces of lawn equipment sold in the store. Check documentation from the truck against the thin client system to make sure that inventory was correct. Used various pieces of power equipment, such as forklift and pallet jack, to remove merchandise from truck and place on sales floor. Show less

Desktop Support Engineer

• Mar 1994 - Jan 2009

Managed hardware & software maintenance & first responder support for 70+ PC desktop workstations and peripheral hardware (printers, copiers, fax, etc.) at central office. Created and implemented a new inventory management process to track equipment assignment by individual, including back up equipment availability. Ensured timely workstation setup process was scheduled for new employees, including password access to proprietary software and training as needed. Personally provided troubleshooting, maintenance and configuration of equipment, outsourcing as required. Managed help tickets through the Sharepoint services site, ensuring internal and external customers received prompt and professional resolution to their issues. Maintained the security database for password access to proprietary software and customer data; created individual customer accounts using Microsoft Active Directory software and company proprietary software (Host 16 and Host 32). Modified company (customer-accessible) web site adding new banner and designing new buttons using Paint Shop Pro. Created professional company trade show CD using PowerPoint, designing the animation and providing the voiceover personally. Rail Logistics Analyst Maintained car management efficiency process using proprietary software; extrapolating rail car ETA based on collected data and taking action to maximize customer profitability. Tracked and recorded daily fleet management of customer rail cars using proprietary (Host 16) software. Managed billing of rail cars to shop facilities for repair, maintenance or cleaning. Managed daily communication with customers and railroads using phone, email or fax as required. Trained new employees in the use of company proprietary software Show less

Frame Shop Assistant Manager

• May 1993 - Mar 1994

Tasked with keeping track of inventory and ordering supplies Managed 5 employees Worked at the front counter to help customers Tasked with keeping track of inventory and ordering supplies Managed 5 employees Worked at the front counter to help customers

Damage Controlman

• Sep 1988 - Sep 1992

Damage Controlman Responsible for the care and maintenance of the shipboard firefighting equipment. Conducted numerous firefighting training exercises and classes for crew members. Due to exceptional service during shipboard training, promoted to On Scene Leader during shipboard fires and drills. Achieved the rank of E-4, Petty Officer 3rd Class (PO3) and was honorably discharged. Damage Controlman Responsible for the care and maintenance of the shipboard firefighting equipment. Conducted numerous firefighting training exercises and classes for crew members. Due to exceptional service during shipboard training, promoted to On Scene Leader during shipboard fires and drills. Achieved the rank of E-4, Petty Officer 3rd Class (PO3) and was honorably discharged.