Cherokee Lovejoie

  • Austin, TX - United States of America

Product Manager Service

Summary

A multi-skilled support engineer with well rounded troubleshooting and root cause analysis expertise.  Capable of using a wide variety debugging tools, lab simulations, and device logs to analyze issues and identify solutions.  A productive team player, able to work to deadlines and targets, self motivated, organized and able to multi-task.  Possesses exceptional verbal and written communication skills as well as strong customer service and inter-personal skills.  Easily works face to face with executive management and external customers.  Experienced in creation of technical documents to be utilized by service technicians, project teams, and technical support teams.  Excellent at training others to successfully service, diagnose, and repair a wide range of Wincor-Nixdorf's products.

Work History

Work History
Jan 2013 - Present

Technical Support Engineer III

Wincor-Nixdorf

Perform root cause analysis for banking equipment service fleet. Perform investigative analysis and reporting on chronic incidents. Engage in Failure analysis on parts identified to be a potential driver for service incidents. Provide metrics and trending analysis to identify the major drivers of Service incidents. Perform investigative analysis and reporting on chronic incidents. Provides training to appropriate third party provider.  Attends customer meetings as a subject matter expert. Escalation path for Technical Support issues that could not be resolved. Creation of technical documents to be utilized by Field Service technicians, project related work, and technical support teams. Onsite visits for escalations of poor performing machines with no apparent root cause or solution.

Oct 2010 - Jan 2013

Field Service Engineer II

Wincor-Nixdorf

Perform onsite troubleshooting and maintenance of Banking ATM/ATS equipment. Maintain inventory control for service parts in trunk and in depot facilities on a daily basis. Provide round the clock support to co-workers in need of assistance with difficult tasks. Create and maintain good customer relations with all banking personnel Provide timely follow-up to customer concerns and requests. Review service bulletins and procedure changes on a daily basis to ensure all issues are handled according to company guidelines and customers' specifications. Work in conjunction with 3rd Level support when necessary to ensure efficient resolution of customer issues.

Jan 2010 - Oct 2010

Dispatcher / Cash Recycler Support Desk / Proview and Network Monitoring 

Wincor-Nixdorf/Staffmark

Troubleshoot FLM issues on ATS machines with BBVA Compass employees. Monitor and remotely troubleshoot BBVA Compass ATM network via Proview. Dispatch technicians to ATMs that require service. Open and update tickets Order parts, manually debrief tickets, and request guard service or locksmith service. Field Engineers Serve as a point of contact for Area Managers to handle load balance and job reassignment requests.






Nov 2005 - Jan 2010

Support Team Manager

AT&T

Coached, motivated, trained, developed and guided employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. Reviewed and evaluated staff on ability to meet their objectives and directed and advised improvement strategies when objectives were not met. Promptly responded to employee grievances or complaints that arose under AT&T's policies or otherwise. Handled escalated customer complaints upon customer or executive request and utilized escalations as a method to train and develop staff.

Aug 2003 - Nov 2005

Help Desk Support

AT&T

Served as contact between Tier 2 tech support and Cingular's Network Engineers. Performed more thorough troubleshooting before escalating issues. Configured data in AT&T's Voicemail and Internet platforms to ensure uninterrupted Voicemail and Wireless Internet Services.

Feb 2001 - Sep 2001

Help Desk Support

Service Zone

Provided Phone Tech Support for Gateway Computer Residential and Small Business Clients. Supported Win 9x and Win NT/2000 on Residential Client and Small Business Machines. Troubleshot and Resolved Intermittent Software and Hardware Issues on Residential Client and Small Business Machines.

Education

Education
2002 - 2003

Associates Degree in Computer Networking Technology

Education America Remington College

Coursework focused on network security and essentials, computer support, client operating systems, network scripting, network implantation and support, computer architecture, and routers and switches.

Certifications

Certifications
2003 - Present

Comptia Network + Certification

Comptia, Inc.
Validates the essential knowledge and skills needed to confidently design, configure, manage, and troubleshoot any wired and wireless network.
2010 - Present

ProCash 2XXXxeUSB Certification

Wincor-Nixdorf
Handling of the 1500xe / 2000xe / 2050xe / 2100xe / 2150xe systems. Use of test program KDIAG. Troubleshooting at component level on listed systems.
2010 - Present

CCDM Certification

Wincor-Nixdorf
Understanding the functionality of all components and servicing them by using internal testing and the test suite KDIAG.  Troubleshooting at component level on the CCDM.
2010 - Present

ProCash 6000xe / 6100xe Certification

Wincor-Nixdorf
Handling of the ProCash 6x00(xe) systems. Internal testing of the individual components. Troubleshooting at component level on the listed systems. Usage of the external testing program.






2011 - Present

CINEO POS/ATS - C6010/C6020/C6030 Certification

Wincor-Nixdorf
Understanding of the functionality of the systems and its components. Servicing the listed systems using internal testing and the test suite KDIAGPlus Qualifying. Troubleshooting at component level on the listed systems.
2011 - Present

CINEO ATM - C2XX0 with CMD-V5 Certification

Wincor-Nixdorf
Handling of the Cineo C2060/C2560/C2570 and C2550. Testing and diagnostics on the listed systems with T/SOP and KDIAGPlus Qualifying. Troubleshooting at component level on the listed systems and the CMD-V5.
2013 - Present

CINEO POS/ATS - C6010/C6020/6030 Certified Trainer

Wincor-Nixdorf
Certified to train the CINEO POS/ATS course.