Maria Copp

• Parts ordering, Scheduling, Forecasting

• Take incoming calls from stores/clubs and campus regarding printer/supplies issues, Assist stores/clubs in locating needed supplies that have been delivered
• This includes researching the information in Siebel and various daily reports
• If a supply was not sent, investigating why
• Contact TSC for remote site/DC's break fix issues, Process requests for needed supplies for various reasons; lost, swapping, shipment issues, defectives, entitlement issues, 99 Supply, etc
• Create ServiceNow tickets and dispatch Break Fix techs and Toner Fulfillment to campus printers based on the needs of the customer, Fax Return labels to stores/clubs, Outline MPS/GNFR processes for the stores/clubs, Redirect errant callers to the correct departments, Troubleshoot (and fix if possible) various issues; Print Quality, Paper settings, badge reader issues, resetting date/time, having customers power cycle the printer, clean chip boards, clear print queues, delegates, etc
• Work with NCR regarding delivery of maintenance kits to the stores/clubs, Log all calls onto a shared Help Desk drive, Gather information from stores/clubs with extra supplies and log onto a shared document for credit/return, Complete daily voicemail messages left by the customer, Complete daily emails sent by (mostly) campus customers

• Remote troubleshooting of VLANS, changing VLANS through the switch & setting MACS, Hardware replacement & troubleshooting, Create, update & close Wal-Mart remedy tickets, Pinging devices, Assist with parts orders, escalate parts issues as well as tech ETA's, Remote troubleshooting POS Controllers, Lexmark printers, HP thin clients, WYSE thin clients, First Data paystub printers, Optimus & Accu-time/time clocks, debit readers, hand scanners, Kiosks, Price verifiers, scanner scales, Toledo/Hobart scales, POS registers, & all peripherals, switch's, VLANs, & parts analyst questions, OBF Part requests, Grand open sites & dispatch

• Operations Specialist/technical writer, Team leads for dispatch for Wal-Mart Elevate, OBF replacements, Checking techs on & off site, Remote troubleshooting of VLANS & setting MACS, Troubleshooting Registers, Lexmark printers, HP thin clients, WYSE thin clients, First Data paystub printers, Optimus & Accu-time/time clocks install, debit readers, hand scanners, Kiosks, Zebra price verifiers & Zebra price verifier printers, Configuration of wireless access points, both Cisco & Motorola/ Zebra wireless AP's, WLC, & WLSE controllers, Hard drive replacement, Create & close Wal-Mart remedy tickets, Created EMT tickets, Traveled to Mexico City Office to train MX Help Desk twice in 2014, Web ex training with MX & IN, Pinging devices, Submitted part adds for projects & created parts lists for Wal-Mart, Excellence award for Wal-Mart support 2013

• Dispatched techs to stores to quote bids for materials, trench work & repaves, Troubleshooting electrical issues while techs are on-site, McDonald's DMB rollout prior to that I supported techs installing thin clients at Wal-Mart stores, Checking techs in & troubleshooting cabling, & thin clients, I also escalated issues with the routers & switches

Responsible for:

• techs routes
• mapping the route
• schedules
• equipment
• payroll

Worked on the Wal-Mart Flight project where m company installed RXPC's CBL's MWB's & GBICS, Worked on the Abercrombie & Fitch project which is a full rack & stack installation, Assisted on the help desk rollout for Wal-Mart & HP, duties include troubleshooting with techs during the install as well as Data entry, remedy tickets, & escalations, Map point experience as well as DOT training course.

• Worked with Blade servers, Provided remote resolution, troubleshooting with techs as well as the CSM's at the store, Handled issues on down stores, & remedy ticket using Citrix, GUI, & Remedy

• Technical support specialist II for IBM, Worked on sure vision touch screens & 4800-722 register upgrades, previously worked on POS controllers, DT3's & money gram installs, Installed the registers & POS controllers at the local Wal-Mart stores, Experienced in war rooms & working with project managers & other vendors

• Technical support specialist level 2 on the rollout helpdesk & customer escalations, Helped engineers with installs & upgrades on servers such as SAPS JW servers, debit readers, pen pads, fast lanes, hard drive upgrades, & POS controllers, Systems/programs used were Citrix, & Remedy, worked in the Wal-Mart war room during the SAPS JW elimination project