Customer Service, Help Desk Support, Management

Robert C. Lacey

**** *** **., *********, ** *****

704-***-**** **********@*****.***

Objective: To obtain a managerial position in which I can best utilize my

vast experiences with support of both internal and external

customers.

Core Competencies

Experienced Manager Computer Hardware and Software Touch

Screen Systems, Sales,

Service and Installation POS and POI System

Customer Service Support and

Management Documentation and Manual Writing Project

Management

Vendor Management Teaching and corporate training

Technical support

Education: Stockton State College, Pomona, NJ Bachelor of Science -

Business Administration May 1981

Microsoft Certified Professional, CompTIA A + Certified, First

Aid/CPR Certification

Experience:

August 1990 to 1997, then August 2000 to April 2014

Family Dollar Stores, Inc., Matthews, NC.

. Responsible for team of 5 associates to ensure New, Re-

Open, Renovation, Relocation, and Expansion stores open on

time, with all equipment in working properly.

. Personally work with Project Managers for our vendors and

Family Dollar Construction Managers to establish SOW and

work to schedule technicians for special equipment moves in

renovation and expansion stores.

. Provide complete asset management for all equipment,

software and licenses contained within all laboratory

environments from procurement through retirement.

. Monitor the effectiveness of all processes and make

recommendations for purchase.

. Developed requirements, Estimate time requirements,

Interviewed and selected technician, Coordinated schedule,

Identified target stores in area, Planned parts and

replenishment, Tracked time in store locations, Placed

service calls for additional work required in stores,

Provided corporate asset list and procedures to return

unused assets, Conducted follow up surveys and analyzed

results.

. Xenon scanner deployment

Initially tested and worked with vendor to finalize scanner

functionality, Setup pilot test and support in stores new

Xenon scanners. Developed installation process and

documentation to expand test area. Acquired assets, Planned

installation schedule, Conducted installations.

. Developed and created installation process to cut costs and

save the company millions of dollars and man hours.

Analyzed and determined steps to stage POS equipment in

advance of installation and save 3 to 4 hours per

installation while also allowing stores to open on time.

. Manage a staff of 10 technicians and 3 shipping/receiving

associates, responsible for providing 5000 + stores at the

time, POS equipment to include PCs, computers with cash

drawer interface, cash registers and all related

peripherals (monitors, hubs, modems, dot matrix printers

and hand held scanners).

. Manage and provide guidance to all areas of the department,

plan and evaluate employees' agendas, and utilize resources

of the department to accomplish short and long term goals

. Plan and ensure departmental guidelines, responsibilities,

and procedures are being followed.

August 1997 to August 2000

Cash Register Systems - Charlotte, NC

POS Restaurant Systems and Retail Applications. POS Technical

Support

. Programming DOS based user application software, and stand-

alone (non-system) programming and support. Equipment, to

include PCs, notebook computers with cash drawer interface

related peripherals (Regular monitors and touch screen

systems, printers and hand held scanners).

. Performed hardware setup, installation, documentation, and

training of client personnel, to include client specific

manuals and operational notes.

. Performed technical support and service calls for system

related hardware and software.

Hobbies: All athletics, motorcycle riding, camping, computers, video and

photography.

Contact this candidate