Continuous Improvement Technical Specialist

ATL, GA, ***** • **********@**********.*** • 929-***-****

JOSLYN MCLEAN

Technical Specialist

PROFESSIONAL SUMMARY

Technical Specialist with over 11 years of extensive expertise in service delivery and inventory control, leveraging advanced skills in network configurations and mail client setup to enhance operational efficiency. Committed to driving innovation and excellence in technical operations, focusing on continuous improvement and successful outcomes. EMPLOYMENT HISTORY

PROJECT LEAD/ SUPERVISOR Nov 2022 - Jul 2024

Stratix Corp

CLIENT SERVICES MANAGER Apr 2019 - Nov 2022

Acies Inc.

TECHNICAL SUPPORT LEVEL III Feb 2017 - Mar 2019

Optimum Online Cablevision

Led cross-functional team, ensuring production standards and timely deployments. Implemented rigorous quality control measures, optimizing device staging processes.

Pioneered continuous improvement in operational protocols. Trained team members on device functions and updated programming procedures

Inspect devices, install product applications and user software, performed quality checks on finished and programmed devices

Managed comprehensive Pro-check device inventory system, creating efficient tracking mechanisms. Streamlined order shipment processes, enhancing accuracy and efficiency. Developed comprehensive spreadsheets for precise device inventory tracking.

Orchestrated quality checks on finished devices, ensuring adherence to policies, standards and optimal functionality before deployment

Formulated safety committee initiatives, fostering a culture of workplace safety and continuous improvement in operational protocols.

Managed network connectivity ensuring device and POS system synchronization Traveled to V.I.P client locations to perform white glove equipment training and device configurations. Set up new merchant accounts for credit card processing services, provided after-hours support, and resolved statement issues. Managed multiple multi-million dollar accounts fostering strong client relationships and trust. Managed company projects. Developed and maintained POS terminal software, implemented new internal download hub and synced to company database, streamlining operations. Configured diverse POS devices, managed inventory and equipment deployment. (Nurit, Lipman, Hypercom, Verifone,) Performed OAP programming via remote access. Setup and initiated terminal downloads and firmware upgrades. Configured terminal with business specifics per request. Processed replacement orders and requests, and input daily updates to sales database. Applied rates and fees to merchant accounts and setup for monthly billing disbursement. Provided Help desk solutions for network connectivity and security, ensured customer device sync for all products utilizing hardwired, WiFi, Bluetooth, and Ethernet.

Streamlined technical support processes, efficiently resolving online issues and coordinating with field technicians for main line problem resolution

Optimized network performance through TCP/IP restacking and IP address management, enhancing customer connectivity. Provided advanced remote support, troubleshooting complex Windows and Mac-related issues and guiding users through email configurations across various clients such as Microsoft Outlook and Outlook Express. Implemented creative solutions using DOS-mode diagnostics, improving troubleshooting resolution speed for enhanced customer satisfaction.

FIELD TECHNICIAN Jan 2016 - Aug 2017

Enterprise Consulting Solutions (ECS)

EDUCATION

COMPUTER SYSTEMS

NY College of Technology New York, NY

COMPUTER INFORMATION TECHNOLOGY

Broward Community College North Lauderdale, FL

COURSES

FIRST AID CPR AED CERTIFIED

Heart Saver

WE-06A, WE-11H, 12H & 17H, WE-18A, WE-20A, WE-20D, WE-23 & 24, WE-70, WE-85 NGA

SKILLS

Apple Devices, iPhone, MacBook Air, Mac Computers, Laptops, Tablets, Android, Surface Devices, Bluetooth, OAP Operations, Smart TVs, Windows, Server configurations, Router, Network Configurations, Wi-Fi, DHCP, TCP/IP, Mail client setup, Client Relations, Coaching, Leadership, Management, Virtual Private Network (VPN), Active Directory, Training, Communication, Analytical Skills, Ticketing Systems, Event Ticketing, Telephone Support, Application Support, Problem Solving, Production Support, Service Delivery, Service-Level Agreements, Chat GPT, Amazon Connect, Quality Management, Critical Thinking, Production Control, Documentation, Interpersonal Skills, Inventory Control, Customer Satisfaction, Inventory Management, PC troubleshooting, Remedy, Lotus, Novell Client, Magic, Vimas, Procheck, E-clinical works, Microsoft Office, Data Entry, Internet Research. Optimized EMR systems across medical offices, enhancing data management efficiency and reducing processing time for patient records.

Provided Mac/iPad troubleshooting and support for clients, resolving network connectivity, setup and configuration issues. Ensured secure, high-speed transfer of sensitive medical data, to corporate data center maintaining strict compliance with healthcare information regulations. (HIPAA)

Performed over-the-phone troubleshooting for clients with defective equipment before site visits. Delivered exceptional remote and on-site technical support, swiftly resolving complex issues and minimizing client downtime Managed medical equipment and devices, setup and configured systems for optimal device functionality.

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