Technical Support Specialist/Team Leader December 2013 - September 2016Managed a team that was at or above objectives for all team measurementsIncluding productivity, Average Speed of Answer, Hold Time, and Resolved within GuidelinesImplemented quarterly performance reviews and assessments of teamResponsible for coordinating team work schedules to provide 24/7 supportWrote and distributed service practices articles helping others do their jobs more efficiently and effectivelyTechnical Support Specialist December 1990 - September2016Supported all Customer Engineers in US and Canada on bank check processing equipmentSupported software associated with the equipment in an OS2, UNIX, DOS and Windows 7Wrote Installation Guides and Service Support Tip guidesUsed various Service tracking tools over the years. Flexible learning and using any company supported tool at the time.Pet Art (activity tracking not a call/service management tool) 90’sD1Lotus NotesGems/RemedyOracle ES and OKMLevel 3 Support (internal and external)Supported all Partners, Distributors, and NCR service people World Wide.Provided technical support and troubleshooting internationally through written instructionCustomer Engineer November 1980 - December 1990Installed and Maintained NCR products in retail, bank, medical, and government institutionsFree standing and network