Technical Support Specialist

ROB JOHNSON

**** **** ***** • Carrollton, TX ****6 • +1-214-***-**** • *********@*****.***

Experienced and knowledgeable Technical Support Specialist seeking to contribute within a technology environment. Works well independently, or in a group setting providing all facets of installations, upgrade, troubleshooting.

Fiesta Restaurant Group • 14800 Landmark Blvd, Suite 500, Dallas, TX 75254 • 877-***-**** • November 2016 to April 1, 2024 – Laid off

POS Support using NCR’s Command Center to remote into a site’s POS and Back Office Computer (BOC). POS software was Xpient Iris. I would troubleshoot POS software issues such as: buttons not working, Iris frozen, promo or item missing, calibrate touchscreen. I would troubleshoot POS hardware issues such as: POS doesn’t power up, running slow, printer doesn’t print, MSR, video. I would troubleshoot the same on BOC, but additionally connectivity issues with BOC, performance, connection to peripheral devices. Beyond POS system, I would troubleshoot: Order Confirmation Board (OCB), Curio X5 music system, HME (System30 & Zoom) timer issues, Kitchen video system (Logic Control, QSR, then Lenovo), iPad with iAuditor and GrillMaster, Verifone payment devices (MX925 & e355). I was lead or co-lead on projects such as: Rewire upgrade to POE switch, including POE adapter for Verifone X925, Curio X5 music implementation. Re-implementation of HME timer system. I would also write all our internal and external technical documents (currently 403 documents).

NCR Corporation • 14770 Trinity Blvd, Ft. Worth, TX 76155 • 800-***-**** • April 2013 to November 2016

Resolve restaurant POS issues for gift card and loyalty services on servers and terminals using Command Center to remotely connect to Windows XP and Windows 7. Resolutions achieved by re-configuring of firewalls, Environmental Variables, software uninstall/reinstall/, software reconfiguration. Worked closely with channel partners to resolve non-NCR connectivity issues. Created tech support training manuals to help other support staff to troubleshoot POS issues more efficiently.

Eurpac Services / Dunham & Smith • 8110 Elmbrook Dr, Dallas, TX 75247 • 214-***-**** • June 2011 to March 2013

Responsible for creation of POS signage from and formatted in Quark Xpress 10 and printing same on Xerox 700 Digital Press on vinyl. Accuracy a vital part of duties. Responsible for production of sales literature, inventory audits. Distribution to our Commissaries and Exchanges around the world using UPS World Ship or USPS Shipping Assistant software. After assuming responsibilities for shipping, I was able to negotiate a savings of 18% on shipping costs with UPS, I reduced paper costs by 25% and reduced litho printing costs by 40%. Production targets consistently met and exceeded.

The Richards Group • 8750 N. Central Expressway, Dallas, TX 75231 • 214-***-**** • December 2007 to January 2009

Responsible for processing and troubleshooting electronic downloads of television and radio invoices. Reconciling media spots purchased against media spots broadcast by stations and resolved discrepancies.

Click Here • 8750 N. Central Expwy, Dallas, TX 75231 • 214-***-**** • June 2010 to April 2011

Responsible for invoice generation using Harris Corporation Enterprise Agency Suite (EAS), reconciled charges against associated job and digital document management (Docuware).

Marfield Corporate Stationary • 1225 E. Crosby Rd, Carrollton, TX 75006 • 972-***-**** • April 2004 – December 2007

Responsible for typesetting and proofreading according to client specifications by utilizing Quark, Adobe InDesign and Adobe Illustrator. Additional responsibilities include operating an AB Dick 360 press.

Minuteman Press • 2640 Northaven, Dallas, TX 75106 • 214-***-**** • Feb. 2003-April 2004

One half of responsibility was producing flat printing artwork using CorelDraw for PC. Pre-flighted client provided artwork by converting Mac graphic applications (Adobe, PageMaker, Quark) to CorelDraw and converting RGB to spot and CMYK for output. Other half of responsibility included Customer Service, job scheduling, bindery and litho printing.

White & Balducci • 13665 Dulles Tech. Dr., Herndon, VA 20171 • 703-***-**** • Feb. 2001 to Oct. 2001

Assisted the Production Department with Quark and PageMaker document creation using Photoshop and Illustrator elements. Provided technical support for all agency departments on all Macs and Windows 2000 file servers. Worked with Active Directory. Created Service Level Agreements for all clients. Earned Windows 2000 Server Certification during this time.

America Online • 22000 AOL Way., Dulles, VA 20166 • 703-***-**** • Oct. 1996 to Feb. 2001

Primarily responsible for management of Network Operations staff in a 24/7 environment. This also involved troubleshooting technical issues with all international AOL clients. Worked closely with international partners to create, document and communicate all procedures to the AOL. Created Service Level Agreements with partners and produced technical documents.

Education

Eastfield College, Mesquite, TX

June 2009 to June 2011 – GPA: 3.64 – 47 Credit Hours

Cumulative GPA (Rose State College, Midwest City, OK): – 3.64 – 81 Credit Hours

Member of Phi Theta Kappa Honor Society, Eastfield College • Vice President’s Honor Roll, Eastfield College

Skills

NCR 7616 POS • NCR Command Center • PC/Windows Support • Verifone MX925/e355/VHQ Portal

Quark Xpress • Adobe InDesign • Adobe Photo Shop

Xerox 700 Digital Press • Lithographic Printing

B1/B2 (Intermediate) level Spanish • C1/C2 (Tourist) level French & German

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