Charles McAllister

*** *. ****** ****** ********, Ohio 43204 732-***-**** adrxg8@r.postjobfree.com

EMPLOYMENT

Information Systems Technician II

Pomeroy IT Solutions/Getronics 2017-March 2022

• Manage assigned service zones to ensure service calls are completed within the Service Level Agreement (SLA) while following company policies related to inventory management, service call management, and safety initiatives.

• Perform equipment upgrades of software and hardware-laptops -PC’s, engineering and configuration changes, upgrades and/or modifications as new services come online.

• Troubleshooting and repair failed IT hardware/software in retail store-from servers to IDF cabinets stacks,ECR rooms, AP’s,network cabling, PC’s, laptops and all POS equipment.

• Control all aspects of inventory. Tracking shipped service parts and maintaining inventory and shipping defective service parts on a timely basis.

• Edit all aspects of web-based service tickets assigned to the service zone by providing en route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure details.

• Maintain vehicle spare parts inventory for a multiple customer environment; Record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards.

• Complete ad hoc or project-based IT hardware installation tasks and support projects as needed.

• Complete staging / integration services of IT hardware as needed.

• Maintains business like communications, conduct and appearance that is complementary to the customers’ environment and otherwise demonstrates a courteous, positive and professional attitude at all times.

• Has ongoing rapport with store managers and client executives and performs scheduled & unscheduled visits with customer management.

• Great verbal and written communication skills utilized to provide accurate notations, billing, and parts order information on web-based service calls.

• Very detailed with ability to prioritize in a fast paced environment while managing both Service Level Agreement (SLA) repairs and inventory turn times;

• Ability to work in adverse repair/installation environments and diffuse stressful situations;

• Ability to work independently while being a strong team player as needed.

Ctg/Toshiba Global Commerce Solutions. 2017

• Installation services and repair on retail products and systems including self-checkout systems, retail systems, total store services, servers and associated storage systems.

• The Service Technician is accountable for customer satisfaction with the services provided, which include some or all of the following: installation, whole product and/or component advance exchange or swap, and on site basic product & store equipment problem diagnosis, adjustment and/or repair.

• Perform equipment refurbishment, installation, relocation, discontinuance, product level engineering and configuration changes, upgrades and/or modifications to products.

• Maintains business like communications, conduct and appearance that is complementary to the customers’ environment and otherwise demonstrates a courteous, positive and professional attitude at all times.

•Effectively communicates with customers, management, peers, and team members on a timely basis regarding status of work, potential problems, customer / store management satisfaction, and to seek advice and assistance.

• Performs retail store systems and product problem determination utilizing the maintenance package, diagnostics, reference documentation, service aids, and systems tools.

• Operates territory efficiently and/or performs technical services in a complete, quality and timely manner to meet customer commitments and minimize disruptions to the customer's operation.

• Knowledge of personal computer technology, flat panel TVs & monitors, cash registers / point-of-sale equipment, and associated retail devices.

• Electricity & electronics knowledge, ability to properly use test equipment, basic hand tools, and electric meters. Recognize and understand the functional and operational use of IT signal and power cables as well as low voltage wiring systems and to perform diagnosis and repair.

Customer Engineer

Schoening Technology Group/NCR 2015

• Perform Tier II work on products and services of medium-high complexity; Tier II products include large servers and mainframe computers and peripherals, network and software, item processing reader or sorter and networking issues on imaging systems.

• Perform weekly walk-throughs with our clients to document all possible issues that our clients encounter daily. Testing POS system to perform actions for the said issues.

• Responsible for providing installation, maintenance and repairs on equipment within assigned territory.

• Manage customer incidents as assigned.

• Build working relationships with customers and develop informal communication channels with customer accounts at the local level.

• Perform various customers Service Level Agreement (SLA) requirements and escalate issues when appropriate.

• Analyze and correct all technical problems on equipment within assigned customer accounts.

• Daily response to customer calls that include problem identification, escalation and resolution of operating system software problems.

Hardware and 3D Printer Technician/Quality Control

Remedy Intelligent Staffing/Decision One 2009-2015

• Proficient with Makerbot 3D software and Makerbot 3D printers.

• Mechanical minded and able to understand the mechanics of 3D printers.

• Minimum of 4 3D Units running production at all times.

• Quality control of all electronic devices, each device was assigned a grade of performance.

• Run diagnostic testing to ensure all functions work as required. Tracking of all diagnostics for reporting with detailed scope of work.

• Repair of all units to 100% functionality. Replacement of pcbs, lift plates, extruders, etc.

• Modify current models for software to create new items, to verify that software was functioning.

• Troubleshoot user hardware problems and make minor repairs to personal computers, terminals, printers, projectors and communication connections.

• Support computer hardware, including PC’s, monitors, printers and other attached/detached devices.

• Clean and sanitize hardware of all personal identifiable information.

• Identify, tag and scrap non-approved quality parts.

• Train new material services, transporters of daily duties, routes within the plant, and expected parts to be delivered to loading dock.

Business Analyst

Self Employed 2016 and 2005-2008

• New retail business operational start up.

• Research, Install and Implement software needed to run said business.

• Research federal, state and local laws governing the practices of said business and implement policies to adhere to such practices.

• Creation of all Operational Procedures, Reports and Forms.

General Manager

Buckeye Check Cashing DBA CheckSmart 1998-2006

• Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Interpret and communicate work procedures and company policies to staff. Train and instruct employees in job duties and company policies and procedures.

• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.

• Recruit, interview, and select employees. Make recommendations to management concerning such issues as staffing decisions and procedural changes.

• Research, compile, and prepare reports, correspondence, and other information required by management or governmental agencies.

• Meet collection goals through contact calls, establishing promise to pays and coordinating staff's collection activities.

• Assess risk and make decisions, within established limits, to accept or reject a financial transaction. Audit transactions, records of proof, conduct store audits to ensure compliance of workers with standard procedures and practices.

• Examines, evaluates and processes loan applications, checks cashing transactions and all other relevant transactions.

District Manager

Combined Insurance of America 1991-1996

• Develop in each Agent expertise with all aspects of the sales process.

• Field train Agents by accompanying them during sales visits as needed, typically at least one day every 2 weeks per Agent.

• Conduct daily meetings with the team each morning for the purpose of training and development.

• Earned The Grand Diamond Award, the highest sales award for the company.

• Implemented the Jet Junior Executive training program. Grew business 25% through the aggressive hire and training program.

University of Findlay Findlay, Ohio 1990

BA Communications and Business Marketing

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