Technical Support & ATM Field Service Pro

Regoberto Cortez

**********@*****.*** 214-***-**** McKinney, TX

Professional Summary

Remote-ready Technical Support Specialist with 8+ years of experience in troubleshooting, system maintenance, and customer support within financial and ATM environments. Proven ability to resolve complex issues, manage service requests, and maintain compliance with industry standards. Strong background in remote diagnostics, reporting, and client communication. Skills

• Remote troubleshooting & diagnostics

• Customer support (phone, email, ticketing systems)

• SLA tracking & reporting

• Inventory and data management

• Microsoft Word, Excel

• Banking compliance (AML, regulatory standards)

• Technical documentation

• Training & onboarding support

Professional Experience

Field Service Engineer – Nusource Financial LLC (2022 - 2026)

• Diagnose and resolve ATM/ITM technical issues ensuring minimal downtime

• Maintain SLA performance through detailed reporting and timely service

• Manage inventory and submit monthly operational reports

• Provide high-level customer support and maintain service satisfaction

• Ensure compliance with safety and operational standards Traveling Field Service Engineer – Nautilus Hyosung (2016–2022)

• Installed, upgraded, and maintained ATM and TCR systems across multiple regions

• Provided remote and on-site technical support and troubleshooting

• Managed contracts and supported customer training sessions

• Tracked performance metrics and improved customer satisfaction scores

• Trained new hires and supported onboarding processes Level III Armed Driver/Guard – Loomis Armor (2014 - 2016)

• Serviced ATMs including cash replenishment and maintenance

• Ensured compliance with safety and security procedures

• Maintained accurate operational records

Personal Banker / Operations – Bank of America (2007 - 2014)

• Supported customer accounts, loans, and financial services

• Ensured compliance with AML and banking regulations

• Managed vault operations and ATM balancing

• Delivered strong customer service and sales support Educational Administrator / Instructor (Part-time)

• Delivered safety and substance abuse prevention training

• Developed training programs and worked with probation offices

• Ensured compliance with Texas regulations

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