Dennis Joyce Email & Phone Number

• Efficiently receive incoming calls and submit requests for user access code changes consistently exceeding internal predefined targets.• Review E-Mails in CRM and resolve, route or create cases for prompt resolution.• Review service requests in a customer web portal and contact store personnel for resolution or create service tickets for repair using CSHD and Navision.• Create and maintain web access accounts in a Manitou workstation for Division Loss Prevention Directors, Regional Loss Prevention Managers, Regional Directors and District Managers.• Administer user accounts from daily and weekly reports by granting or removing local access in alarm panels, via the Compass utility, with corresponding changes in a Manitou workstation.• Execute a weekly Alignment to coordinate DLPD, RLPM, RD and DM personnel within the Manitou workstation accounts and manually perform corresponding alarm panel changes.

• Coordinated router configuration, enterprised DVR and IP camera installation support for T-Mobile, Sprint, 24Hour Fitness and USAA in a technical call center.• Managed training and implementation of DVR analytics, such as: facial capture, dwell and people- counting.• Managed special projects such as: software upgrades, camera upgrades/additions and equipment relocation following facility remodeling.• Configured routers and DVRs for a Cloud-based, Managed Services / Hosted Video project and assisted end-users in configuration and proper usage.• Assisted in server fail-over during Disaster Recovery testing.• Created and organized product/customer specific training material, in an effort to streamline site installations and minimize on-site times, for Sprint, T-Mobile, 24Hour Fitness and USAA.• Tracked call volume metrics and provided reports to upper management.• Reconciled and approved payroll reports for both salaried and hourly employees.

• Assisted in the design and supported an enterprised interactive video security system utilizing neural-network image recognition technology running on an XP embedded platform. Assisted in achieving FCC and UL approval.• Created training material, performed installations and training, and managed a technical support call center serving over 9,000 Bank of America locations and 13,000 DVRs, as well as other customers!• Coordinated system software upgrades to vendor applications and Microsoft Critical Updates.• Tested, installed and maintained 3rd-party software on Support Associates PCs.• Oversaw the Failure Analysis group, which determined root causes of field failures in order to then apply those changes to the product, thus making it more robust and preventing future like-failures.• Oversaw the Video Retrieval group, which, in the event of an incident, provided investigators the necessary video from disk drives of units returned for repair. Consistently beat the customer’s SLAs for video retrieval and advance-spare replacement.• Installed and maintained a terrestrial-based vehicle tracking system located in Chicago and Mexico City. Performed system software upgrades and on-site system software upgrades, unit firmware upgrades, board modifications and tracking tests.

• Depot level debug and repair of the SPC (Signal Processor Computer), a digital LRU (Line Replaceable Unit) used in the AN/APQ-170 radar, a terrain-following/terrain-avoidance/weather-mapping radar, installed in the C-130 aircraft.• Provided technical assistance during Engineering development, test and on-going ESS (Environmental Stress Screening), comprised of temperature and vibration tests.• Performed instruction of a 5 week SPC course for a Depot Maintenance contract.• Assisted in regression testing to confirm new releases met or exceeded system-level performance.• Assisted in the installation and long-term support of 22 DATSA (Depot Automatic Test Station for Avionics) B-1B MATE (Modular - Automatic Test Equipment) stations during TPS (Test Program Set) development and integration at CTIF (Centralized TPS Integration Facility) located at Rockwell International in Columbus, OH.• Acted as interim manager (accountable for 3 shifts and 6 day coverage), of approximately 20 people.• Assisted in the development, fabrication and sell-off of DATSA B-1B MATE in St. Louis, MO.• Responsible for the installation and on-site support of a B-1B MATE station at Tinker AFB in Oklahoma City, OK., during TPS development and integration.• Provided fabrication and rework of prototype and deliverable hardware.• Fabrication, debug, sell-off and maintenance of B-52 ATE used to test the Defense Fire Control System in B-52 G and H model aircraft.• Tested and repaired B-52 LRUs.• Updated ATE software and firmware at various Air Force SAC bases throughout the U.S.• Possessed a secret security clearance which has since expired.

Bs-Cis

Education record

Education record

Education record