Tech support
Resume:
Orange CA, *****
*****.*********@*****.***
Gavin Means
I am a well-rounded tech support engineer with a great deal of experience building tech support departments for companies, providing client services, and working with software developers to perfect applications. I also have a history of being an effective remote employee.
Qualifications
●PC expert HARDWARE/SOFTWARE: 25+ years of experience building, using, and maintaining PCs, applications, and networks
●Windows, Mac iOS, Android, Linux
●Salesforce, Jira, Confluence, Office 365, SQL
●Experience network engineer LAN/WAN, TCP/IP, Routers, VPNs
●Database expert: MSSQL, MYSQL, Oracle (well versed in Transact SQL and database design)
●Process improvement expert. I excel at finding where a process lacks or is missing and implementing improvement
●Excellent personal, telephone, and written communication skills
●Proven Tech Support department manager with 15+ years of building and managing tech support departments
●Truly exceptional customer service rep - Customers get to know, trust, and respect me
●Well developed troubleshooting skills. A subject near and dear to my heart.
●Accomplished educator/trainer (see work history - I’m good at helping people not just ‘do’ but understand )
●Software engineering: I have spent much of my career working tightly with coders to develop software. I have experience writing requirements docs and working with dev teams to ensure the requirements are properly addressed.
●Very pleasant attitude, patient, responsive to questions, able to work\communicate with people at all levels of computer experience
●Above-average knowledge: electronics, graphics, mechanical engineering, accounting, law, physics, automotive, music theory, home improvement.
●Point of Sale systems expert
●Payment systems expert. Including EMV
●Security, encryption, web development, Python
EXPERIENCE
ID TECH - Sales Engineer, Tech Support Manager
November 2014 - June 2020
Cypress, CA (payment products manufacturer/software developer) www.idtechproducts.com went full remote from March to June
●Redesigned, motivated, and managed the tech/customer support department
●Engineered an issue tracking system using Jira. All issues clearly show who/what the issue is waiting on. I.e. “Waiting for Support; “Waiting for Customer”; Waiting on linked engineering issue, etc). My design keeps track of: time to resolution, time to first response, time waiting for support, time waiting for engineering. It also had automated mechanisms for unresponsive reporters; unresponsive engineers; expiring target dates for engineering and follow-up dates for customers.
●Created a dynamic and integrated knowledge base with hundreds of how-to articles and product-specific “home pages” where users can find the latest product support information/resources available. The KB I created allows technicians to make instant changes so that it is kept up to date and accurate. This is a big part of how we increased our capacity. A company's support offering should be measured by how infrequently it is needed.
●Created a very successful system to track and support many integration projects. These are large ongoing projects where large companies (banks, municipalities, retail chains, etc) would be integrating IDT payment device(s) into their payment application/systems. These projects usually resulted in large to giant orders. My system eliminated many observable problems and gave everyone visibility to see where the project is… what the next steps are, and on whom the next step relies. I.e. getting sales to take ownership of each project; collecting the needed information/details about the project; Identifying all the associated issues correctly regardless of who or how they are reported; providing sales with a dashboard showing the progress on all the open/resolved issues; notifying the salesperson when the project is stuck or the customer has become unresponsive or when all the technical issues have been resolved; providing a repository for the files part numbers and deadlines. This was a challenging endeavor. But the system that I created using both Jira and Confluence was clear, easy to use and understand, and effective.
Liquor Monitor Inc. - Tech Support Engineer
August 2010 - November 2014
Newport Beach, CA (manufacturer/software developer - liquor monitoring systems)
Liquor Monitor spun off of Comcash when the engineers invented and manufactured wireless liquor spouts that record every pour to a database. I was directly involved from the beginning.
full remote for all of 2014
●provided all the technical support
●worked closely with the developers and the engineers to perfect the product (software and hardware)
●communicated the customer’s desires\requirements and common practices
●identified and documented problems, bugs, deficiencies in hardware and software
●worked with sales to ensure our system would meet the customer's needs
●Created many of the policies, procedures, and tools used to; get the information from the customer to build the initial order; to provide replacements for defective units;
●With the developers, integrated LM with the client’s POS system. LM was able to interface to more than a dozen different POS systems
●Created and documented all support procedures, troubleshooting guides, and how-to articles
Comcash Inc. - Tech Support Engineer, Tech Support Manager
December 1999 - August 2010
Newport Beach, CA
Comcash is a software developer. Their flagship product is Comcash Point of Sale. When I started they had less than 100 installs. When I left, there were thousands. Comcash POS is still in use today. After my exposure to POS at CompuNet, and then becoming an Aloha POS certified technician, I joined up with Comcash. I was hired as a technician with the expectation of becoming the tech support manager.
●worked closely with the developers and shared my experience working with restaurants and bars to help build Comcash POS into an industry leader in full-featured POS.
●had the privilege to work with the developers to engineer the features and functions of Comcash POS.
●promoted to tech support manager
●created and implemented an effective case management system
●Successfully implementing SalesForce company-wide.
●supported a wide variety of peripherals (receipt printers, barcode scanners, scales, bump bars, cash drawers, change dispensers, etc)
●Directed and inspired my team to build an extensive knowledge base
●engineered a great many windows networks to host the POS software to run retail/hospitality businesses.
●Wrote several technical/troubleshooting guides
●Worked with and directed a subcontracted technical writer to create the user and installation manuals for the system.
●I created the reseller training program
●taught many classes for resellers in our classroom and developed a series of training videos.
●Oversaw the migration from Paradox to Microsoft SQL Server and trained the staff on SQL.
●Trained the sales staff on the software and made sure the salespeople had the technical understanding to sell the product effectively.
●Worked with the salespeople to engineer systems that met their clients’ needs and then directed the implementation of these systems.
●Oversaw all customizations and worked with developers to provide quotes for custom reports and features.
●Supported the liquor monitoring software that Comcash developed for Bar Vision and Capton wireless spouts.
EDUCATION
Rancho Santiago College, Orange CA — Computer Science / Business Management
CERTIFICATIONS
A++, MCP, Customer Service professional
Contact this candidate