Technical Support On-Site, Data Entry, Problem Solving, Project Manage

Robert James Baker

Bloomsburg, PA 570-***-**** *************@*******.***

Professional Summary

Dedicated engineering and IT professional with over 20 years of experience in ATM installation, repair, and technical support for major financial institutions and retail clients. Skilled in diagnosing and resolving complex hardware and software issues, managing computer networks, and delivering client-focused training and support. Recognized for combining technical expertise with clear communication and problem-solving to ensure reliable system performance and customer satisfaction. Skills

Technical Skills: ATM Installation, Repair & Maintenance (large-scale & retail systems); Network Administration & Troubleshooting; Hardware & Software Diagnostics; System Security & Preventive Maintenance; Windows & Linux Operating Systems; Technical Documentation & Reporting; Cybersecurity Fundamentals & Risk Mitigation.

Professional Skills: Client-Facing Technical Support; Training & Mentoring; Problem Solving & Root Cause Analysis; Process Improvement & Efficiency Optimization; Strong Communication & Interpersonal Skills; Time Management & Reliability under Pressure. Professional Experience

Engineer Nautilus Hyosung America — Philadelphia, PA May 2017 – Nov 2023

• Installed, configured, and maintained large-scale ATM systems for major banking clients, including Bank of America and Chase, ensuring seamless deployment and system reliability.

• Diagnosed and repaired complex hardware and software issues in high-volume ATM networks, reducing downtime and maintaining customer trust.

• Coordinated with client stakeholders to deliver on-site technical support, balancing rapid problem resolution with long-term system performance improvements.

• Trained bank personnel on proper ATM usage, troubleshooting basics, and preventive maintenance procedures to minimize service disruptions.

• Streamlined repair processes by identifying recurring technical issues, implementing corrective measures, and collaborating with engineering teams on product improvements. Engineer Diebold Nixdorf — Philadelphia, PA

Dec 2016 – May 2017

• Delivered on-site technical support to banking clients, resolving urgent ATM service requests with minimal disruption to operations.

• Performed advanced diagnostics and repairs on ATM hardware and software, restoring functionality in high-demand environments.

• Responded to client service calls across multiple locations, consistently meeting strict service-level agreements (SLAs).

• Built strong client relationships through clear communication, professionalism, and reliable technical expertise.

ATM Repair Technician FCTI — Philadelphia, PA

Apr 2009 – Dec 2016

• Installed and repaired small-scale retail ATM systems across a wide client base, ensuring reliable functionality and compliance with industry standards.

• Diagnosed and resolved hardware, software, and connectivity issues, reducing downtime and improving customer satisfaction.

• Provided hands-on training to retail clients on ATM operation, troubleshooting basics, and preventive maintenance best practices.

• Maintained accurate service records and collaborated with management to identify recurring technical issues, supporting long-term product improvements.

• Built strong client relationships by delivering responsive service, clear communication, and dependable technical support.

IT Administrator Ridge Investment Corporation — Bloomsburg, PA Apr 2001 – Apr 2009

• Installed, configured, and maintained the company’s computer network infrastructure, ensuring reliable performance and security across all systems.

• Administered user accounts, access permissions, and software distribution to support day-to-day business operations.

• Performed regular system upgrades, backups, and preventive maintenance, minimizing downtime and safeguarding company data.

• Provided technical support and training to staff, improving overall user efficiency and reducing recurring IT issues.

• Managed procurement and deployment of hardware and software solutions, balancing cost-effectiveness with operational needs.

Customer Service Associate Giant Food Stores — Bloomsburg, PA May 1999 – Apr 2001

• Assisted customers in locating products and resolving inquiries, providing friendly and efficient service.

• Handled end-of-day cash drawer reconciliations with accuracy and attention to detail.

• Trained new employees on point-of-sale system operations, ensuring smooth onboarding and consistent customer service standards.

• Supported front-end operations during peak hours, contributing to a positive shopping experience and efficient store flow.

Education

Bachelor of Science in Computer Information Systems Minor: Cybersecurity and Counterterrorism

DeVry University — Addison, IL 2006

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