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Technical Support Engineer

Location:
Newnan, Georgia, United States
Posted:
January 10, 2017

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Tim Calhoun

*** ******** ****

Senoia, Georgia **276

678.***.****

SUMMARY

After serving customers for more than 30 years, a company-wide restructure has impacted my position and I am now looking forward to moving into a new position. I want to find a new role that stretches my skills and abilities, challenges my prior experiences, and presents new opportunities. I want to grow as an individual, embrace a new teaming environment, and contribute to a new company in ways that serve the company as well as the Customers. PROFICIENCIES

Networking

Operating Systems

Kiosk Solutions

Server Hardware

End User Applications

Diagnostic Utilities

Software

POS Hardware

Peripheral Hardware

PROFESSIONAL EXPERIENCE

Technical Support Specialist Level 2 NCR Corp Peachtree City, Georgia Jan 1994 – Sep 2016

Served as primary analyst that provided software and hardware remote support for accounts, such as: Target, Sears, Olive Garden, Verizon, American Airlines, Greyhound, Starbucks, and 3rd party equipment.

Remotely connected to customer environments, using tools and utilities in order to resolve issues such as network connectivity, OS issues and proprietary application issues.

Team lead for Wells Fargo account which involved training team members, leading technical education calls for field engineers.

Provided remote technical support for field engineers working at customer locations.

Provided software support for operating systems including DOS, Windows and UNIX.

Provide IBM controller and POS hardware and software support.

Worked directly with customers, help desks personnel and account managers to successfully implement new account support plans.

Worked with account managers to develop customer specific support documentation.

Created technical alerts in order to notify field engineers of software or hardware updates.

Created knowledge articles to educate peer support teams.

Researched difficult parts identification and/or interchangeability issues. Help Desk Analyst NCR Corp Dayton, Ohio Sep 1991 – Dec 1993

Member of a help desk team comprised of highly technical field engineers.

Responsible for preventing unnecessary field engineer site visits which saved approximately $300 per dispatch.

Addressed issues ranging from system down conditions to basic end user assistance.

Provided remote support for major account customers such as Pizza Hut, Long John Silvers and DHL parcel carriers.

Remotely connected to customer servers in order to provide routine maintenance as well as resolve technical issues.

Provided remote support for field engineers.

Field Engineer NCR Corp Miami, Florida Jul 1989 – Aug 1991

Provided on-site technical support for hospitality and retail environments.

Managed on-hand parts inventory.

Provided specialized services for Carnival Cruise line including equipment POS refurbishment, repairs and application programming.

Performed on-site equipment installations for major accounts such as KFC and Payless shoes.

Resident on-site specialist for Pan Am airlines.

Lead training of NCR field engineers for X-scribe end to end solutions. Senior Field Engineer Xscribe Corp Hollywood, Florida Jan 1985 – Jul 1989

Specialized in servicing court reporting equipment such as stenograph machines and transcribing equipment.

Diagnosed and repaired customer equipment in a depot facility, as well as office and employee home locations.

As team leader trained and supervised new field engineers for the Florida branch, as well as managed service calls and dispatched field service team members to specific customer locations.

Managed all movement of parts inventory including quarterly inventory audits. EDUCATION

Browns Technical Institute – Fort Lauderdale, FL. 1983 Associates Degree

Microsoft Systems Certified Engineer – (MCSE) 1996 MCSE Certification

Various hardware and software platforms 1985 - 2016 NCR, IBM, Xscribe, Compaq, Lexmark, Kiosk, etc.



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