Support Specialist System Administrator

Kim Taghan

Columbus, GA ***** 706-***-**** ***********@*****.***

TSS/Customer Liaison who thrives on exceeding client expectations Consistently provides sound counsel to internal and external customers to meet company objectives in the most direct and cost effective manner. Finds the balance between external client needs and internal business requirements for growth. Believes there is always a way to make everyone happy through mutual compromise and meeting in the middle, we just have to have the gumption to try. Investigates all possibilities to confront customer specific goals and objectives while highlighting little known aspects using personal expertise.

Microsoft Office Proficient Detail Oriented Creative Problem Solving Knowledge Retention Self Motivated Determined & Resourceful Consulting

Experience

NCR CORPORATION 25 YRS, Atlanta, GA 1997 - 2022

Compris Software Trainer 1997 - 1997

Traveled the US training Burger King Corporate managers and team members on operating Compris/NCR POS, kitchen monitor and back office systems with highest possible post installation satisfaction scores

Maintained communication of site installation status with the Compris Bridge line, achieving 97% delay avoidance

Compris Helpdesk 1997 - 1998

Answered initial calls from restaurant managers resolving 80%, escalating 8% and dispatching hardware vendor 12%

Accepted escalations from lessor experienced agents resolving 75% and escalating 25% Compris Helpdesk Supervisor 1998 - 2000

Mentored Level 1 agents in troubleshooting customer issues and restaurant protocols

Performed remote resolution for customer POS and Back office systems to gather pertinent information, run executables, document all actions and if needed, escalate to customer IT department with 75% success

Evaluated Lvl 1 and Lvl 2 agent ticket documentation using audits to ensure accuracy of documentation and proper trouble shooting was done base on verbal call recordings, driving up reporting results Compris Level 3 Technical Support Specialist 2000 - 2006

Organized Knowledge base, wrote and published troubleshooting documentation for Lvl 1 and Lvl 2 agents

Acted as Customer Liaison for Burger King Corporate, confronting customers daily requests

Supplied 3rd level support for customer issues, troubleshooting and software developer escalations

Performed User Acceptance Testing for all software upgrades to Remedy, Lotus Notes and D1 for internal helpdesk duties and Burger King Corporate IT access

Traveled internationally to provide on site training and installation support for Compris software and NCR POS, Back Office and Kitchen routing hardware ensuring installation remained free of issues ensuring top customer satisfaction

Kim Taghan ***********@*****.*** Page 2

Mentored and trained entire Compass Group's in-house Helpdesk, by created customer specific documentation, instruction packets and schedule resulting in self sustaining helpdesk capable supporting all Compass restaurants in 30 days

Atm Management Center Technical Support Specialist 2006 - 2022

Programmed dormakaba Cencon locks, keys and kits, managing shipping to technicians to be used on locks of ATM's with 99% accuracy

Declared SME for dormakaba Cencon locks and software, providing support to level 1 agents, field technicians, Account Managers, Implementation Coordinators, Global Security and global manufacturing plants regarding all things Cencon lock and Cencon software

Conducted conference calls in conjunction with account teams with clients to understand client needs and explain all options to assist clients in making educated decisions to meet objectives and goals with 99% satisfaction

Increased from 1 customer and 1800 sites in 2008 to 16 customers, >6000 sites and > 2000 key holders in 2022 as SME and System administrator for TRACcess lock boxes and TRACcess Manager

Managed inventory of locks, keys, office supplies and TRACcess electronic keys ensuring sufficient inventory on hand for current and potential projects with 99% effectiveness

Collaborated with software developers and system admins to test new software and changes to CE Cencon Phone App and the Monitoring Tool used to ensure technician safety for major all rollouts ensuring required safety systems had zero changes

Conducted proof of concept testing for Cencon software, UAT for all internal software changes for Remedy, D1, ES Oracle, Cencon server and Cencon client, enabling global roll out of software platforms

Relocated entire ATM Management Center from West Columbia, SC to Columbus, GA, coaching all levels of team creating a functional team in 90 days

Education

No Degree, Elementary Education, Illinois State University, Normal, IL, 1996 No Degree, Food Science, Santa Fe College, Gainesville, FL, 1993

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