Center Service Customer Support

**************@*****.*** 904-***-****

Anthony J. Pawlish

Objective

Organized and driven technical professional with more than 15 years’ experience in the Information Technology field. I am seeking a position with a fast-growing company where I can utilize and grow my skill set.

Professional Experience

Technical Top Gun Subject Matter Expert- IBM Jacksonville, Fl 4/2020- Present

●Member of the IBM Project management office for Kroger

●Vendor management for Kroger

●Liaison between IBM, Kroger and Toshiba

●Responsible for conducting meetings and meeting minutes with vendors

●Created and delivered documents to on site vendors

●System training of end user support

●Provide technical support to internal users and external partners

●Help maintain current and detailed inventory for customer supplied parts

●Packing, shipping, receiving, storing, and distributing materials, parts, supplies, and equipment for offsite vendors

●Monitor and update tickets in IBM’s CSP, Toshiba’s Oracle and Kroger’s Service Now

●Report on service level obtainment

●Update customer on ticket status

●Developed documents and training courses for internal technical personnel

●Assisted in creation of technical documents for use for Annually and Quarterly Business Reviews

●Reviewed out of scope billing for accuracy

●Member of escalation team for technical service issues

Front End Maintainer - Anheuser-Busch InBev Jacksonville, Fl 02/2019 – 4/2020

●Responsible for production and maintenance for front end can body makers

●Responsible to maintain quality and production standards for the high volume sleek can line

●Perform weekly preventive maintenance

●Maintain automated conveyor system

●Monitor ELP system to respond to possible production line issues

●Responsible for daily safety checks

Systems Engineer – Curvature/Systems Maintenance Services Jacksonville, FL 04/2013 – 01/2019

●Covered service and support calls for our customers on a wide range of systems, storage and networking equipment including SUN, IBM, HP, Dell, Hitachi, EMC, and CISCO

●Performed on-call activities as needed for the environment and technologies

●Maintain minimum stocking levels of spare parts needed to support our customers

●Assisted with researching, designing, implementing, and testing of technology solutions

●Provided Tier 2 installation, troubleshooting and provisioning support for hardware, telecommunication equipment, printers, software, and video/audio equipment as assigned

●Participated in Disaster Recovery planning and exercises

●Used Singlepoint to manage, update and close field tickets

●Troubleshoot and repair hardware and software issues according to documented procedures

●Updated systems with user data

●Performed equipment removal and inventory

●Provided project support to facilities and IT partners as assigned

Field Engineer –IBM, Jacksonville Center Service FL 10/2004 – 4/2013

●Subject matter expert for IBM self-checkout Systems

●IBM POS specialist proficient in all 4694 equipment and operating systems

●Quickly and effectively diagnosed and resolved customer challenges with focus on high satisfaction results

●First time fix and minimum impact to the customers businesses

●Responsible for managing own inventory including ordering parts and tracking returned parts

●Provided Tier 2 installation, troubleshooting and provisioning support for hardware, telecommunication equipment, printers, software, and video/audio equipment as assigned

●Participated in Disaster Recovery planning and exercises

●Troubleshoot and repair hardware and software issues according to documented procedures

●Updated systems with user data

●Performed equipment removal and inventory

Supervisor, Computer and Electronics Assembly - Productivity Solutions, Inc. - Jacksonville FL 10/1998 – 10/2004

●Responsible for all aspects of the PC build process for high volume - high demand customer rollouts

●Responsible for implementing and administering/managing technical solutions in major, large-scale system implementations

●Responsible for developing new and automated imaging solutions to be used in production and field usages

●Managed and ordered inventory needed to complete orders timely for customers

●Provided Tier 2 installation, troubleshooting and provisioning support for hardware, telecommunication equipment, printers, software, and video/audio equipment as assigned

●Troubleshoot and repair hardware and software issues according to documented procedures

●Updated systems with user data

●Performed asset inventory

Skills

●18 years of successful experience in customer support with recognized strengths in account management, problem-solving, troubleshooting, planning and implementation

●Excellent inventory management skills

●Experienced in SAP

●Excellent computer hardware troubleshooting and repair skills

●Advanced networking skills- LAN

●Working knowledge of multiple technologies and their interfaces and integration

●Experience with Slack, Teams and WebEX

●Advanced knowledge in IBM systems; Windows NT, Windows, Windows Embedded, Windows Server, DOS, Microsoft Excel, Microsoft Word, Mobile applications, and Linux

●Provided input into processes and procedures related to systems/application administration

●Hands on experience with Remedy to manage update and close customers field tickets

Formal Training

I have attended the following instructor led training:

Servers introduction and advanced

IBM, Fujitsu, Toshiba Self-Checkout

IBM ATM Training

IBM ISeries and AS/400

IBM laptop and workstation

Lenovo Desktop and laptops

Network and switches- LAN

Sun Systems advanced system training

Fujitsu systems training

EMC Clariion service and support

SAP Trained

IBM System X and server

HP and Dell server and desktop

Cisco Certified Technician – Routing and Switching 2013 recertified May 2016

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