Conuis Williams
Dallas,Ga
Summary
Over 20 years of ATM ANALYSIS, REPAIR & SUPPORT AREAS OF EXPERTISE Strategic Planning, Leadership Skills Testing new software and hardware for various ATMS’ Developing test plans and strategies for ATMs Repairing ATMs with Software, Networking and Hardware issues Complete installation of ATMs’ using Wireless and LAN communication methods Product Performance 3rd party SLA performance ATM Quality Assurance Familiar with Microsoft and Linux OS ATM Monitoring applications Documenting hardware / software testing procedures KEY CAREER ACCOMPLISHMENTS Developed and implemented a trouble shooting manual for each ATM on RBSWORLDPAY platform. Established new ATM Software testing procedures for RBSWORLDPAY. Held the 3rd party SLA performance to 97 percent for RBSWORLDPAY. Developed and implemented a Quality Improvement Process, integrated customers into the process. Maintained a 98.5 percent uptime average on the entire ITHINK Financials’ ATM portfolio.
Overview
24
24
years of professional experience
Work History
ATM SUPPORT III
ITHINK FINANCIAL
KENNESAW GA
01.2019 - 06.2024
- Coordinated with vendors to purchase parts needed for repairing ATMs.
- Supervised daily ATM operations, including repair and maintenance of ATMs.
- Worked closely with other departments such as IT, Risk Management, Security, as needed.
- Assisted in developing and implementing new ATM strategies for increasing customer satisfaction.
- Developed contingency plans to minimize downtime during unexpected outages or malfunctions.
- Ensured that all safety protocols were followed when working on or near an ATM machine.
- Performed periodic tests on each ATM machine to verify functionality.
- Monitored customer feedback from surveys and acted upon it accordingly.
- Updated internal databases with information about hardware components used in servicing ATMs.
- Investigated potential fraud cases involving the misuse of an ATM machine.
- Reviewed reports generated by the monitoring system regularly for suspicious activity.
- Identified areas requiring improvement within the ATM system and recommended solutions.
- Resolved customer complaints related to the use of ATMs in a timely manner.
- Maintained accurate records of customer service requests, transactions, repairs, and software updates.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
ATM ANALYST
NCR
Atlanta, GA
12.2013 - 09.2018
- Responsible for repairing hardware such as touch screen sensors, hard drives, monitors, heat sinks, motherboards, processors, and dispensers.
- Trained new technicians on the company's field processes and procedures.
- Held weekly team meeting to go over weekly goals.
- Removed and relocated ATMs from customer sites.
- Installed security system in the area of machines. This included running low voltage wiring, installing cameras, and setting them up on the network for communications.
- Mitigated with the Customer to assess risk in certain areas of interest.
ATM ANALYST II
RBS WORLDPAY
Atlanta, GA
03.2006 - 12.2013
- Analyzed key performance indicators to identify effective strategies.
- Installed Hyosung and Triton ATM
- Handled Regulation E disputes.
- Held monthly meeting with 3rd party service providers to go over SLA on-time completion percentages.
- Remote into ATMs to determine errors, when applicable.
- Scheduled cash delivery with third-party cash vendors.
- Assist with refurbishing ATMs when needed.
- Trained new field technicians.
- Assist Customer with location and marketing of new ATM locations.
ATM SPECIALIST II
Lynk Systems
Atlanta, GA
09.2000 - 02.2006
- Resolved customer complaints promptly while providing excellent customer service.
- Ensured compliance with all applicable banking regulations related to ATMs.
- Performed regular software updates for ATM machines according to established procedures.
- Monitored, tracked, and reported on the status of all ATM machines in assigned area.
- Created detailed documentation outlining processes used in maintaining an ATM system's integrity.
- Provided technical support to customers regarding usage of ATMs.
- Configured settings on newly installed ATM machines according to bank standards.
- Programmed and deployed Hyosung, Triton, Diebold and NCR ATMs
- Traveled to sites for ATM repair locally
- completed software updates locally and remotely
- Developed comprehensive maintenance plans for ATMs to improve reliability and minimize downtime.
- Repaired or replaced malfunctioning components within an ATM system when necessary.
Education
Skills
- Strategic Planning
- Leadership Skills
- Testing
- Software
- Hardware
- ATMs
- Test Plans
- Test Strategies
- Repairing
- Software Issues
- Networking Issues
- Hardware Issues
- Installation
- Wireless Communication
- LAN Communication
- Product Performance
- 3rd Party SLA Performance
- ATM Quality Assurance
- Microsoft OS
- Linux OS
- ATM Monitoring Applications
- Documenting
- Security Protocols
- Maintenance Coordination
- Incident Reporting
- Network Administration
- Relationship Building
- Risk Assessment
- Staff Recruitment and Hiring
- Operational Reporting
- Compliance Assessment
- Team Building Leadership
- Quality Assurance
- Willing to Learn
- Work Planning
- Customer Service
- Business Relationship Management
- Prioritizing and Planning
- Problem-solving aptitude
- Risk Mitigation
- Adaptability and Flexibility
- Continuous Improvement
- Adaptable to market fluctuations
- Strategy Development
- Financial Resource Management
- Proactive and Focused
- Advanced Mathematics
- Goal Setting
- Insurance Negotiation
- Excels in team leadership
- Capital Raising
- Account analysis expertise
- Excellent Communication
- Investment Guidance
- Financial Reporting
- Business Development
- Community Networking
- Sales professional
- Budget Planning
- Financial analysis and planning
- Sage 50
- Analytical Thinking
- Typing and 10-Key Entry
- Collections Actions
- Intuit QuickBooks
- In-Depth Research
- HRIS and HRMS
- Proficient in [Software Program]
- Workflow Coordination
- Financial Information Systems
- Team Collaboration
- Commercial Lines of Credit
- Recruitment and hiring
- Task Prioritization
- Budget Forecasting
- Loan Processing
- Certified Fraud Examiner
- Teamwork and Collaboration
- Financial Instruments
- QuickBooks experience
- Word Processing
- Remote Video Conferencing
- Asset Protection
Accomplishments
- Developed and implemented a trouble shooting manual for each ATM on RBSWORLDPAY platform.
- Established new ATM Software testing procedures for RBSWORLDPAY.
- Held the 3rd party SLA performance to 97 percent for RBSWORLDPAY.
- Developed and implemented a Quality Improvement Process, integrated customers into the process.
- Maintained a 98.5 percent uptime average on the entire ITHINK Financials' ATM portfolio.
Timeline
ATM SUPPORT III
ITHINK FINANCIAL
01.2019 - 06.2024
ATM ANALYST
NCR
12.2013 - 09.2018
ATM ANALYST II
RBS WORLDPAY
03.2006 - 12.2013
ATM SPECIALIST II
Lynk Systems
09.2000 - 02.2006
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