Norman Willis

Norman Willis

Work History

Work History

Technical Performance Manager

Diebold Inc

Ensure peak performance of Diebold ATMs, alarm systems, camera systems, and security equipment for clients throughout Oahu and on other remote Pacific islands. Lead Technical Performance team of 12 associates: assign projects; prioritize and delegate tasks; and ensure on-time completion of deliverables. Interface daily with customers, managers, sales team personnel, and other cross-functional team members to collaborate on issues, solve problems, and enable top-quality customer service. Conduct random equipment audits and implement actions to improve product performance. Train user community on product usage.

Key Projects and Achievements:

  • Managed Product and Repair training program for 12technical associates to ensure team members are able to support a wide range of technical issues. Performed regular skills assessments to review team skills related to product installations, service and repair, tool usage, and client relations. Provided team update training as needed.
  • Created and implemented software program to standardize and automate process of gathering information from field technician service call records.
  • Exceeded Q4 2008 performance metrics by greatly reducing ATM service calls.
Dec 2001 - Jun 2008

Information Technology Manager

Bank of the Federated State of Micronesia

Full responsibility for oversight, evaluation, and maintenance of all MIS and IT systems and equipment. Set long-term IT strategy and identified immediate goals and objectives. Researched, selected, and drove implementation of all software packages. Provided outstanding support in customizing software to meet Bank reporting requirements. Trained team members on software use and functionality. Served as primary contact for all IT issues. Key Projects and Achievements:

  • Overcame significant challenges associated with remote island location, limited resources, and highly complex procurement processes.
  • Led migration of Windows NT environment to Windows 2000, and later to 2003. Reconfigured distributed network to one centralized location utilizing Citrix MetaFrame 2006.
  • Developed and implemented Bank Intranet site.
  • Implemented numerous solutions to reduce nightly processing times by up to two hours.
  • Successfully detected system infection and halted spread of virus to avoid larger technical issues and enable 100% system uptime.
  • Created a Disaster Recovery Site network and provided disaster recovery training at all branches. Managed IT and security audit preparation, responses, and resolutions, earning highly satisfactory IT ratings in this area for five consecutive years.
  • Made valuable contributions in enhancing overall Bank security: Drove improvements to camera system configuration and entry security locks; Changed enterprise vault combinations; Trained staff on best security practices; and interfaced regularly with security firms and police departments.
  • Successfully served in role of acting CEO during medical emergency; led Branch remodeling and construction efforts.
1995 - 2001

Implementation Manager

Diebold Inc.

Implementation Solutions Manager (Honolulu, 1999 – 2001)

Customer Service Engineer II (Guam, 1997 – 1999)

Customer Service Engineer (Honolulu, 1995 – 1997)

Promoted to Implementation Solutions Manager to turn around underperforming operation, improve customer relations, motivate and inspire lagging technical services, and expand market share. Troubleshot and resolved incorrectly installed and poorly maintained equipment.

Key Projects and Achievements:

  • Ensured operational excellence by rewriting all service and operational procedures, hiring and training two talented employees, and meeting with clients to re-build strong relationships, resulting in 4 new accounts with prominent area banks, which achieved an 80% account acquisition rate.
  • Increased Guam market revenues by 10% following successful introduction of two new products.
  • Achieved 99% in-service time on equipment and increased Bank of Guam’s ATM in-service record from 70% to 99%.
  • Led effort to develop operational infrastructure to include physical location, transportation fleet, and all business operation necessities.

Education

Education

Skills

Skills

Cinematography

Currenlty produces short videos with commerical Canon XL2 Camera for Web publishing.

Locksmithing

Worked as a Locksmith from 1090 to 1995 and have continued to keep currently. I provide locksmith support to the Diebold Field Techs.

Summary

Strengths acquired over the course of my career includes:

▪An outstanding record of on-time, on-budget project implementations, most of the time when dealing with remotely dispersed systems and very limited resources.

▪Exceptional interpersonal skills and communication abilities. Time again, I have proven my ability to liaise effectively between business and technology teams and drive collaboration across departments, functions, and organizational levels.

▪Solid achievements in enhancing organizational capability through highly effective team and user training. Throughout my career, I have served in the role of primary contact for questions regarding IT systems and components.

▪Valuable experience with network infrastructure set-up, enterprise application integration, system and organizational redesign, enterprise security management, and disaster recovery program planning.

▪Wide-ranging technical knowledge supported by MCSE, MCSE: Security, and MCP certifications.

Interest

Weight Lifing, Scuba Diving, Free Diving, Sky Diving, Egyptology