Senior Lead Technician

-Lead field engineer for maintenance in Central U.S. Territory.-Write schedule for seven South Austin Customer Service Engineers, based on demand, to ensure complete coverage.-Perform preventive and remedial maintenance of Retail POS and ATM products at customer locations in different operating environments.-Diagnose system malfunctions to isolate problems to hardware or software and develop appropriate action plans (troubleshoot, run diagnostics, repair, load software).-Back office server maintenance for leading retail clients including Walmart & Starbucks.-Network Maintenance for NCR clients including Veritas, Nutanics, Tintri – identify and replace failed components and equipment.-Work with limited to no supervision, adhering to administrative policies and escalation procedures.-Assure complete customer satisfaction by adhering to prompt onsite arrival time, technical expertise and professionalism; communicate with customer before, during, and at the completion of the activity, timely and accurate submission of all associated documentation, as well as parts returns within 24 hours of an event.-Proactively prevent problems from recurring by probing past symptoms to determine the underlying issues.-Manage parts inventory to balance supply and demand.-Measured on key metrics including utilization, productivity, parts usage, and reducing site revisits.-Consistently recognized as national top performer.

-Contracted by NCR via Computech to provide technical services in the Austin.-Hired full-time by NCR in April 2015.

-Field Customer Service engineer for Manhattan territory-Performed preventive and remedial maintenance of Retail POS -Responsible for hardware and software installation, diagnostics, repairs and user training-Ownership of all customer needs/issues voiced or observed -Built and maintained successful relationships with service providers, dealers, and consumers at all levels-Frequently exceeded account service level requirements and obviated customer escalation to management-Began as Associate Customer Engineer and promoted within one year