Frederick Vital

- Follow up with authorized service organization on current field issues with software and hardware.

- Create and provide documentation, schematics, and instructions on POS software and hardware.

- Provide third-level support for escalated field issues.

- Form temporary forums with field technicians for suggestions and improvements for better efficiency in support and troubleshooting.

- Respond and assist in inquiries from 3rd level technical leads from various organizations.

- Provide guidance on installing communication cables directly to POS or smart devices, or directly to dispensers.

- Provide suggested translations for multiple segments of the software, such as Loyalty, Payment Host, and Pay modules, at the prompts.

- Piloting and field testing new release POS software and hardware.

- Prepare and deliver bilingual quarterly and annual training programs for various support desk and field service organizations.

- Prepare and deliver technical documentation for a training session on specific client field deployments.

- Deliver classroom technical training sessions for POS software, hardware, and install procedures.

- Organize bi-weekly meetings with organization directors and technical leads on current issues or future projects.

- Discussed and advised client on wants and needs for future deployments.

- Discuss and address any billing issues.

- Build and maintain a strong, constant relationship with the client.

- Plan and customize billing structures for special deployments.

- Provide details and comprehensive documentation on functionalities within software and hardware.

- Provide technical guidance on various potential acquisitions of sites or upgrades.

- Performed on-site installs of the BT9000 POS and various external components on premises.

- Performed service duties to replace or repair POS tower and peripherals.

- Provide direct support to client and first-level support from multiple low-end and high-end clients.

- Provided onsite support and advised Pump Technician, electrician on required communication cabling or technologies for dispenser communication.

- Installed and configured various Pump Controllers, such as Wayne Fusion, PAM5000, or PAM1000, and Current Loop converters to Distribution box.

- Performed diagnostic on-site communication wiring and external or internal network setup.

- Received and process requested orders within the organization for materials and supplies.

- Inquire and follow up on pending or active orders within multiple suppliers, ETA, and available stock.

- Performed task to test and configure new peripherals in Lab with existing or new code stream.

- Performed quarterly pricing verification with suppliers and finance.

- Responsible in handling returns, moving inventory, and maintaining inventory accuracy.

- Responsible for assembling POS build and tracking inventory.

- Responsible in finding efficiencies in tracking incoming and outgoing inventory.

- Quarterly verification with finance on current inventory stocked and sold.

- Performed random quality test on peripherals to make sure the hardware is optimal.

• Received daily calls, emails, and voicemails from store accountants.
• Troubleshoot all inquiries in regards to the web-based application.
• Identify issues that are not documented and escalate to the 2nd level.
• Consulted HR documentation in regards to provincial payroll legislation.

• Troubleshoot store various inquiries hardware, software, and operations.
• Used automated system to input inquiries and dispatch to 3rd parties.
• Received daily calls, emails, and voicemails from store and corporate users.

• Dispatch service and supply calls through an automated system.
• Track and Trace various orders for client.
• Up-selling various Pitney Bowes products to clients.
• Escalated various issues to appropriate departments.
• Receive/problem solves general inquiries for leasing billing.

• Remotely access Client PCs to troubleshoot issues.
• Using an automated system for data entry.
• Receiving daily calls, emails from various technicians, clients, and helpdesk.

• Ensure the service is conducted within the SLA agreement.
• Daily contact with several departments and technicians.
• Produce daily reports to monitor activities and updates from the field.
• Respond to emails from clients, international helpdesk.
• Escalate issues to field and logistics managers, and program managers.

• Receiving Daily Calls, Emails from various helpdesk and clients
• Escalate various issues from logistics, helpdesk and clients
• Using automated system for data entry
• Reliving dispatch department on after-hours duties
• Training new call takers

• Inbound calls (30-60 per day)
• Updates client's account.
• Placing orders of magazines to clients across Canada.
• Answering inquiries about recipes and winter/festive magazines.