Managed gas station maintenance that made service calls totaling ~$14mil in invoices per year. Providing nationwide support for Costco’s 500+ stations, sustaining a program that ensures full gas station functionality. Day by day parts logistics leveraged against hourly repairs requiring parts support. Held key account contacts to ensure expedited service was driven. Costco benefited from my focus and drive to push repairs to reach completion and held parties accountable for their performance. Regularly travelled with Costco to meet in-person with service contractors and Costco upper management.• Maintained dashboards showing open repairs, both for single unit down to full station down, totaling in 2,000 open repair tickets each month.• Held relationships with 75+ service companies to ensure proper training and execution of services was maintained.• Drove daily parts needs for various markets across the US, ensuring the 75+ service companies maintained proper stock and technician availability to meet same day / next day repair SLAs.

Drove customer needs as 750 Gas Dispensers were installed all over the US at Murphy USA Gas stations. Maintained parts inventory and ensured shipment schedules met customer deadlines. Led in field part remediation efforts running in parallel to the hardware installation project. • Drove initiatives to ensure all 740 gas dispensers that left the plant received proper reconciliation of parts.• Defined standard crash kits for all installing companies and monitored / maintained their stock.• Maintained RAIL to define actions required over cross-departmental sectors to ensure proper visibility and level of urgency was realized.• Worked closely with quality teams for recorded part failures that were noticed during the project rollout, reducing parts damaged in shipping by over 50%.• Worked with supply chain to redefine needs to expedite hardware manufacturing and reduce lead time by 30%.

Keeping relationships with key accounts and maintaining successful product integration in the US. Troubleshooting device software functionality remotely and in-person. Installed, programmed and tested lab equipment in multiple locations in the US.• Maintained remote support for over 1000 devices across the US.• Developed training / troubleshooting documentation for the Gilbarco Helpdesk, reducing issue escalation by over 50%• Was the key point of contact for all larger accounts, directly working with networking / marketing decision-makers.• Attended trade shows, showing hardware capabilities, and assisting sales representatives with customer acquisitions, leveraging direct interaction with the key players who ultimately would drive product functionality.• Created new customer on-boarding processes, ensuring proper resources were engaged, increasing customer trust and success of the product.

Higher level and more technical troubleshooting and investigating of POS and fuel systems related issues. Drove new training initiatives. Built standard process materials and provided floor support for fellow agents. Led escalated investigations of known and new software and hardware issues.• Worked specialized projects and created training documentation for five of Gilbarco’s ten specialized products, resulting in higher agent confidence and more streamlined issue resolution.• Held training sessions for the entirety of the helpdesk team and maintained regular follow-ups with team members as needs arose.• Highly specialized in one product, more than the others. Investing in customer relationships by building product confidence, onboarding new customers, training customers, and maintaining hardware / software functionality across the US.

Trained to troubleshoot and maintain functionality in a fast-paced technical helpdesk environment, maintaining upper 10% performance across team of 100 agents. Quickly became a point of reference for agents both new and seasoned for more difficult challenges, resulting in more consistent call resolution, and reducing average call handle times.• Provided agent support after two months of newly handling inbound calls, quickly becoming an expert that the team could trust to know or be able to find the answer with ease.• Interacted with high-level technical support teams to drive deeper investigations that simple fixes wouldn’t resolve.• Became a subject matter expert for products that others found too difficult to understand or troubleshoot easily.

Leading a four to seven person team in retail sales and beverage production. Challenged them to reach set goals at the district, regional and national level. Prepared deposits, upheld corporate standards and helped organize events. Considered the most apt at coaching and teaching staff in the moment, providing adequate encouragement, support and follow-up.

Organized teen focused events, led and prepared music sets and schedule for a 16 person band for both adult and youth worship services and provided counsel for teens and their families.

Volunteered as a vocalist and played guitar within the teen ministry and developed into a part-time youth pastor/director. Performed tasks with Microsoft office, varying graphic design programs, different video editing programs and aided in computer software selection and hardware upgrade advisement.

Maintaining a safe environment for up to 50 persons within the pool area. Handing basic cleaning tasks, standard maintenance and sustaining certification with first-aid and lifeguard procedures.