Reynaldo Herrera Email & Phone Number

Hutto, Tx, Us

Austin, Texas, Us

• Oversee outdoor EMV field implementation and support to achieve greater efficiency, portraying key organizational skills.• Develop implementation guides to enable national outdoor EMV technology rollout at approximately 40,000 fueling stations, significantly reducing field installation times by 25%.• Function as a major stakeholder in designing network topologies for 20+ customers and managed network service providers.• Prepare instructional courses for end-user and technician training on new product offerings, training 60+ personnel including technical trainers, field service engineers, and helpdesk analysts.• Package 100+ software releases and updates for distribution and deploy to a network of 240 subcontractor organizations.• Administer the updates and releases of Dover Fueling Solutions (DFS) remote key injection software.• Manage customer outdoor EMV upgrades and rollouts, and act as technical PoC for Point-to-Point Encryption implementations.

Austin, Texas, Us

• Supervised day-to-day operations of a team of 10 field service engineers and implemented a formal customer lab support process, displaying exceptional interpersonal skills.• Mentored and guided the 10 field service engineers on new products and sustaining product validation and execution.• Served as a Point of contact (PoC) for DFS customers, regional service managers, commercial team members, and Product Support Engineers on escalations and quality issues.• Operated as the primary Lean practitioner for the DFS Field Service department, as well as the key outdoor payment platform stakeholder for DFS inOvationTV media and outdoor EMV efforts.

Austin, Texas, Us

• Supervised day-to-day operations of a team of 4 field service engineers.• Mentored and guided the 4 engineers on new products and sustaining product validation and execution.• Served as a Point of contact (PoC) for DFS customers, regional service managers, commercial team members, and Product Support Engineers on escalations and quality issues.

Austin, Texas, Us

• Onboarded and trained new field service engineers on products, processes, and workflows.• Project-managed field validation efforts for over 50 critical hardware and software releases, and established product validation lab, integrating 20+ test software releases and upgrades to outdoor payment and media delivery.• Provided 24/7 SME technical support of products to internal and external customers, attending to more than 50 helpdesk analysts.• Designed and created technical scopes of work for end-users for 90+ new product offerings and updates.• Trained technical trainers, field tech, and helpdesk analysts on the use of new products, applying robust communication skills.• Developed and created product installation and service, project scope-of-work, and department policy documentation.

Austin, Texas, Us

• Project-managed field validation efforts for over 50 critical hardware and software releases, and established product validation lab, integrating 20+ test software releases and upgrades to outdoor payment and media delivery.• Provided 24/7 SME technical support of products to internal and external customers, attending to more than 50 helpdesk analysts.• Designed and created technical scopes of work for end-users for 90+ new product offerings and updates.• Trained technical trainers, field tech, and helpdesk analysts on the use of new products, applying robust communication skills.• Developed and created product installation and service, project scope-of-work, and department policy documentation.

Austin, Texas, Us

• Acted as a primary technical PoC for Dresser Wayne with major oil companies for issue resolution and rollout support.• Led operations at the organization, providing technical support for fueling dispensing and Point-of-Sale (POS) equipment.• Coordinated and executed 25 new software upgrade rollouts to a site population of 1,000+ locations, as well as managed the online knowledge base, creating and editing technical resolution procedures.