Nicholas Fuller Email & Phone Number

Houston, Texas, United States

• All of the duties from the Incident Manager role with the additions of the below. • Ensure that customer faults are being worked in a manner that will result in the achievement of customer Service Level Agreement's (SLA's) and customer satisfaction; Troubleshoots undocumented problems • Allocates workload, trains new employees, and provides feedback for improvement; Acts as team leader to meet critical SLA's • Collaborating with the incident management team to ensure that all… Show more • All of the duties from the Incident Manager role with the additions of the below. • Ensure that customer faults are being worked in a manner that will result in the achievement of customer Service Level Agreement's (SLA's) and customer satisfaction; Troubleshoots undocumented problems • Allocates workload, trains new employees, and provides feedback for improvement; Acts as team leader to meet critical SLA's • Collaborating with the incident management team to ensure that all protocols are diligently followed. • Adjusting the incident management process as required to ensure its effectiveness. • Supervise a team of support technicians. Responsible for development of team members. • Responsible for a handful of major accounts to manage from the support side. • Responsible for a handful of major accounts and hold weekly or biweekly meetings with these customers along with sales and Relationship Managers • Build team schedule and manage PTO and Sick time requests. Show less

Houston, Texas, United States

• Work in groups that serve NCR's small and medium sized customers. • Understanding of call center operations and solid understanding of all support tools • Responsible for understanding of the end to end processes that underpin quality customer service; conduct service audits • Responsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexity; Ensures the… Show more • Work in groups that serve NCR's small and medium sized customers. • Understanding of call center operations and solid understanding of all support tools • Responsible for understanding of the end to end processes that underpin quality customer service; conduct service audits • Responsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexity; Ensures the team meets Service Level Agreement's • Apply working knowledge of call center methods and underlying concepts. • Overseeing the incident management process and team members involved in resolving the incident. • Logging all incidents and their resolution to see if there are recurring malfunctions.• Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks. • Responding to a reported service incident, identifying the cause, and initiating the incident management process. • Prioritizing incidents according to their urgency and influence on the business. • Collaborating with Product Owners and Advanced Technical Team to ensure that all protocols are diligently followed. Show less

Houston, Texas, United States

• All of the duties from the POS Support Technician Level 1 with the additions below• Handles very complex issues escalated from team members; identifies solutions to previously undocumented issues; documents resolution for such issues• Trains new level 1 technicians to resolve level 1 issues quickly and effectively, minimizing downtime.• Logging all incidents and their resolution through NEOS to see if there are recurring malfunctions. • Submitting faulty equipment for RMA… Show more • All of the duties from the POS Support Technician Level 1 with the additions below• Handles very complex issues escalated from team members; identifies solutions to previously undocumented issues; documents resolution for such issues• Trains new level 1 technicians to resolve level 1 issues quickly and effectively, minimizing downtime.• Logging all incidents and their resolution through NEOS to see if there are recurring malfunctions. • Submitting faulty equipment for RMA • Communicating with upper management if major issues are found in the POS system. Show less

Houston, Tx

• Log and track all incoming calls through E-Automate dispatch software • Perform training over the phone to restaurant managers who are not familiar with the Aloha POS suite • Using remote access, NCR Command Center, perform menu programming and troubleshoot all issues from network connectivity with POS terminals and printers to helping sites with balancing and other reporting problems.

Hockley, Texas, United States

• Remotely supported 350 Santa/Easter mall sets across the United States.• Included over the phone assistance and remotely diagnosed and resolved software, network, and hardware issues for customers.• Reviewed support cases for technical issues and troubleshooted accuracy along with process improvements.• Built 120 rolling encased systems and tested to make sure they were operational once delivered to each mall.

Houston, Texas, United States

• Provided onsite desktop support for users, fixing both hardware and software issues with Windows 7 and XP.• Helped manage and provide troubleshooting for AD and Microsoft Outlook user accounts.• Resolved service requests by troubleshooting and addressing user issues.• Evaluated software testing, deployment and updates to maintain compliance with organizational mandates.• Lent technical support, consulting and implementation services to maintain system performance thresholds.

Spring, Texas, United States

• Setup more than 10 labs which included 30 computers being organized, plugged in printers and connected to the network.• Diagnosed and repaired hardware issues, added hardware and installed the operating systems, drivers, firmware updates and software.• Provided technical support and instructional assistance to help students succeed.