Summary
Overview
Work History
Education
Skills
Timeline
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Charles Ingalls

Danvers,MA

Summary

With a proven track record at BancTec, Exela Technologies and IBML I excel in technical troubleshooting and fostering exceptional customer experiences. My expertise in remote support as well as on-site where requested or required and a knack for improving operational efficiencies have significantly enhanced team performance and customer loyalty. Renowned for my problem-solving abilities and effective communication, I consistently deliver solutions that exceed expectations.

Overview

40
40
years of professional experience

Work History

Technical Support Specialist

IBML
06.2023 - 07.2024
  • BancTec/Exela acquired by IBML and assisted with overall transition.
  • Continued giving excellent technical guidance to our existing customer base and field service staff in the US and abroad while learning the IBML software and hardware systems.
  • Continued on site support where required for new installations and efficient problem resolutions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Senior Technical Support Specialist

BancTec/Exela Technologies
08.2000 - 06.2023
  • Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
  • Established strong relationships with clients, fostering loyalty and retention through excellent communication skills.
  • Provided exceptional customer service by consistently exceeding expectations in resolving technical challenges.
  • Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
  • Installed, configured and maintained high speed image scanning equipment, server/client computer systems and network connections worldwide.
  • Developed and implemented preventive maintenance procedures on new high speed scanners.
  • Supported sales efforts by delivering engaging product demonstrations that showcased the benefits of adopting our technology solutions.
  • Contributed to the continuous improvement of the technical support team by regularly sharing best practices, lessons learned, and constructive feedback with peers.
  • Provided in-house (Irving, TX) field service training where requested.

Technical Support Specialist

BancTec
08.1990 - 08.2000
  • Relocated back to the Boston area to provide technical support for our worldwide customer base while still managing high visibility installation projects of our newest high speed image processing equipment.
  • Assisted customers in identifying hardware, software and production issues and explained solutions to restore service and functionality.
  • Worked with field service technicians remotely to assist them through troubleshooting and making repairs and/or adjustments to quickly resolve outages.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Helped streamline repair processes and update procedures for support action consistency.

Installation Specialist

BancTec
03.1988 - 08.1990
  • Relocated to BancTec's manufacturing facility in Dallas, TX to manage proprietary image processing system pre-installation and end user in-house testing functions.
  • Managed end user site planning and installed new equipment at customer sites around the world.
  • Stayed on customer site to fully train local operations staff for efficient use of equipment and software and to manage customer acceptance testing.
  • Consistently met or exceeded project deadlines while maintaining high-quality workmanship standards.
  • Developed customized solutions for clients with unique requirements, resulting in increased customer loyalty.
  • Trained new team members on proper installation techniques, ensuring consistent quality across the board.
  • Successfully managed multiple simultaneous projects through effective task prioritization and resource allocation.
  • Utilized technical expertise to quickly diagnose issues during installations, preventing delays in project completion times.

Field Service Technician

BancTec
08.1984 - 03.1988
  • Maintained approximately 40 financial document processing sites in and around the Boston metropolitan area.
  • Provided on-site support to troubleshoot, repair and maintain operational efficiencies in systems controllers, high and medium speed financial document processing hardware and peripherals.
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Scheduled preventive maintenance calls with customer to lessen any inconvenience to their overall operation.
  • Promoted to Engineer in Charge of 7 Field Service technicians for work done maintaining Bank of New England's new image processing equipment. Still performed regular field service duties while in this position.

Education

Associate of Applied Science - Forestry

University of New Hampshire
Durham, NH

Basic Electronics, Computer Hardware And Software

Control Data Institute
Burlington, MA
01-1984

Skills

  • Remote technical support
  • Hardware installation
  • Software installation
  • Network configuration
  • Customer support & training
  • Advanced troubleshooting
  • Field performance assessment & training
  • On-site technical support worldwide
  • Time critical problem-solving

Timeline

Technical Support Specialist

IBML
06.2023 - 07.2024

Senior Technical Support Specialist

BancTec/Exela Technologies
08.2000 - 06.2023

Technical Support Specialist

BancTec
08.1990 - 08.2000

Installation Specialist

BancTec
03.1988 - 08.1990

Field Service Technician

BancTec
08.1984 - 03.1988

Associate of Applied Science - Forestry

University of New Hampshire

Basic Electronics, Computer Hardware And Software

Control Data Institute

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Charles Ingalls