Customer Support Service Rep
Resume:
Randy Spangler
Bristol, TN *****
aduckl@r.postjobfree.com
SUMMARY
A versatile and diligent information technology manager with a solid background in quality assurance, testing and implementation, technical support, and procedural development. Established capabilities in systems maintenance, continuous improvement, and vendor support. Utilizes strong interpersonal and communications skills to liaise with cross-functional departments. A dedicated and analytical top-performer who delivers efficiency and productivity.
EXPERIENCE
Information Systems Engineer 2
July 2018 – December 2022 WEX Inc. Portland, ME
Technical support for WEX owned POS terminals (Verifone Vx520 and Verifone V200c) and applications for ( Tchek, EFS and Fleet One)
Production support for fleet and fueling merchants on a transactional level.
Work internal tickets as assigned
Help resolve discrepancies in reporting by use of Splunk, SQL and dbManager
Use multiple specifications to confirm transaction format; ISO 8583, Prior-Authorization & Post-Authorization Standard Protocol
Test Manager
Aug 2016 – July 2018 The AAM Group, Piney Flats, TN
Primary focus is the testing and training for the company developed B2B website; PACE
Work with developers to resolve bugs found in testing and reported by users
Serve as customer support for members and their clients for any issue or question using the system
Manage ticketing system by either resolving or assigning to the appropriate individuals; follow up on completion
Testing other company developed applications
POS Integration Analyst Sr.
Aug 2000 – Feb 2015 Heartland Payment Systems, Jeffersonville, IN
Served as project manager for large and complex certification projects.
Served as resource for other quality analysts with regards to quality processes, standards, and procedures.
Acted as primary contact for assigned vendors.
Acted as a second level escalation point for productions defects.
Monitored test platform and take necessary action to ensure full operational readiness
Set up and maintained required terminal data on test system
Coordinated scripted terminal exception testing for customers and vendors as needed.
Maintained test platform integrity for customers and associations. Provided education for startup, shutdown and vendor host connections.
Represented the QA lab on projects assigned
Made continuous improvement recommendations based on benchmarks and operational experience
Designed new test cases to validate the compliance of software changes and new point of sale functionality.
Lead quarterly meetings with vendors to discuss certification activity. Recommended procedural changes to better serve vendors and clients based on meetings.
Traveled independently to client and vendor facilities for project work
Experience with Linux, HTML, MS Test Manager, SQL, Wireshark, and various other test support applications.
Supervisor Team A/B
Jan 2000 – Aug 2000 Alliance Data Systems Johnson City, TN
Managed a group of associates that completed client requests through email and phone calls.
Worked with client and vendors to schedule satellite installation for POS equipment.
Served as an escalation point to resolve issues for system and client requests.
Maintained scheduling of associates for coverage to meet client needs.
Scheduled training for associates.
Customer Service Rep Fleetshare
Oct 1998 – Jan 2000 Sears Payment Systems Gray, TN
Entered client data for fleet card processing
Responsible for maintaining records for tax exempt clients
Updated database when new tax exempt clients were boarded applying the correct tax percentage
Updated application code to include new clients on monthly basis.
Responsible for running month end tax reports that were mailed to clients.
Helpdesk Representative
Sept 1996 – Oct 1998 Sears Payment Systems Gray, TN
Took incoming calls troubleshooting and supporting several different types of POS equipment for clients.
Opened supply request tickets per customer request.
Worked projects as assigned, including software downloads and equipment replacement.
Worked Priority 1 ticket pool involving network outages
References
References are available on request.
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