Customer Service Engineer Ii

Sergio R. Benita

***** ****** **** **. ******** TX 77339 • 832-***-**** • *************@*****.***

Employment History

data buissness equipmet inc. Financial Engineer 10/2023- Current

• Responsible for customer satisfaction by responding to down ITM and banking specific equipment for the Houston territory.

• primary technician for maintaining ITMs & ATMs for dedicated customer

• Responsible for maintaining customer satisfaction & response time to customer needs.

• Improving up time and lowering customer calls with education and excellent customer service.

• Dedicated to unit up time working with internal, external and 3rd party support,

NCR CORP Customer Engineer II & Installation Specialist 10/2019- 10/2023

• Responding to customer installation, maintenance, and service calls promptly and effectively

• Servicing electromechanical equipment like ATMs and self-checkout systems within an assigned territory

• Overseeing hardware maintenance, installation, network management, multi-vendor maintenance, and software support

• UTILIZING TECHNICAL skills on products like peripherals, large system printers, communications equipment, networks, and wireless coms

• Performing maintenance repair and system overhauls (like modular swaps and unit replacements)

• Managing everything from network faults and traffic, to configuration, security, and remote system access

• Capturing customer information to complete invoicing

• Logging all customer calls and activity, tracking all expenses incurred in the delivery of services and parts inventory management

AT&T U-Verse Division 04/2008- 10/2019

AT&T U-Verse Manager of Network Services

• Team Management: Ensure execution of processes and procedures through close monitoring of team members and situational coaching, compliance investigation, first line escalation, and providing support to team members including back-up responsibilities for managers, other team leads, and direct reports.

• Coach and Mentor: Clearly define expectations and hold people accountable for work ethic & quality standards by providing guidance, building trust, and developing relationships with team members as well as evaluating employee's performance and progress throughout the year including celebrating achievements, flagging ineffective behavior to management, and assisting with performance improvement plans.

• Manage communication with other teams and provide a voice for customer service escalations including providing timely and accurate information to internal customers for project resolution and to facilitate proper resolution of customer escalations including Presidential and VP escalations, and to manage and resolve customer resolutions.

AT&T Corporate Trainer & Attendance Manager

• Trainer and Subject Matter Expert: Able to onboard new employees through orientation & training in multiple styles, set evaluation protocols, and assure on-going performance including training of current employees on new processes and procedures. Highly knowledgeable of processes and procedures, adept at organizational agility, and resolving complex problems, and can complete user acceptance testing on technical applications.

• Enforce company attendance policies and procedures to assure new hire technicians for all of Houston adhere to directives. Placing technicians on company corrective steps of discipline for attendance infractions, upholding company guidelines for pass or fail classroom testing policies.

• Safety training for field Techs performing Safety rodeos and hands on training for safety standards and annual certification.

Senior Lead Technician- Houston Fiber OPTICS MDU Project

• Multi Dwelling Unit fiber optics project running fiber communication lines and digital equipment into existing AT&T fiber overlay apartment dwellings and businesses.

• Working with engineering teams, apartment complex personal, contractors and suppliers to meet on time demands and customer satisfaction needs.

• Working with management to help manage groups of fiber technicians to communicate and resolve any roadblocks to keep work groups on task and working towards preventing any property damage, supply shortage, meeting time deadlines.

• Following AT&T safety standards and enforcing said regulations with safety bulletins, training and inspections.

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