Devin Robertson
Richmond
Summary
Experienced Field Service Technician skilled in hardware/software diagnostics, troubleshooting, and repair. Proven track record in rapid on-site support and user training, ensuring minimal downtime and high satisfaction.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Field Service Technician
Woodforest National Bank
08.2025 - Current
- Hardware & Software Troubleshooting - Diagnose and repair desktops, branch peripherals, and OS/application issues across multiple Woodforest locations.
- ServiceNow Ticket Management - Respond to, update, and close incident and service request tickets; prioritize workload across assigned service bubble.
- ATM Support - Maintain and service Triton ATMs, resolving communication failures, dispenser faults, software errors, and connectivity issues.
- Printer Repair - Troubleshoot and repair HP LaserJet printers; replace components, clear jams, and perform diagnostics.
- Network & Cabling Support - Identify and resolve network outages, cabling faults, router/switch issues, and branch connectivity problems.
- Preventive Maintenance - Perform routine checks on ATMs, PCs, printers, and branch technology to reduce downtime and maintain compliance.
- Field Dispatch & Travel - Provide rapid on‑site support across multiple branches; maintain efficient routing and SLA compliance. -
- User Training & Support - Train branch employees on equipment functionality, basic troubleshooting, and best practices. -
- Documentation & Reporting - Document repairs, asset changes, and configuration updates for inventory accuracy and audit readiness. -
- CCTV & Security Hardware Support - Assist with troubleshooting CCTV cameras and branch security equipment as needed. -
- After‑Hours Support - Provide occasional evening/weekend support during outages, upgrades, or urgent branch needs.
Customer Engineer II
NCR Atleos
06.2023 - 06.2025
- Diagnosed, troubleshot, repaired, and installed complex ATM hardware including depository and withdrawal units and their internal components. Precisely adjusted gears, belts, and pick arms to ensure synchronized, smooth operation.
- Installed, maintained, and replaced key computer components such as motherboards, I/O boards, CPU, RAM, and cabling.
- Utilized multimeter and diagnostic tools to test power supplies, fuses, and circuits, identifying and resolving startup failures and unexpected shutdowns.
- Serviced, repaired, and replaced ATM peripherals including receipt printers, motorized and dip card readers, power supplies, UPS devices, fascia, screens, and cash shutters to ensure consistent uptime.
- Led infrastructure installation and preventive maintenance initiatives, improving operational efficiency and reducing downtime.
- Managed detailed inventory tracking to guarantee timely availability of components.
- Assisted customers with hardware/software setup and education, covering computers, printers, and scanners.
- Installed and maintained network cabling to support ATM connectivity.
- Executed OS imaging and software deployment, troubleshooting implementation challenges.
- Consistently met or exceeded SLA targets for repair and maintenance turnaround times.
Front End Team Lead
Walmart
Lynchburg, VA
02.2021 - 06.2023
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Collaborated with management team to implement new work procedures or policies.
- Fostered positive employee relationships through communication, training and development coaching.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Followed staffing strategies to achieve production goals.
- Rotated through series of different stations based on team needs.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Identified opportunities for process improvements, implementing changes when required.
- Motivated staff through positive reinforcement techniques.
- Delegated tasks appropriately according to individual skill sets.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Bank Teller
Wells Fargo
Lynchburg, VA
08.2018 - 02.2021
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Reconciled cash and checks against computer records at end of shift.
- Responded and assisted customers with account inquiries and updates.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Explained bank services, financial products and applicable fees to customers.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Performed cash handling duties including counting currency, coins and checks.
- Educated customers about different types of banking services available at the branch.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
Service Desk Manager
Kmart, Sears Holding
Lynchburg, VA
09.2013 - 01.2018
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Worked closely with front-end staff to assist customers.
- Answered customer questions and provided store information.
- Managed service desk operations, including handling customer inquiries and complaints.
- Monitored performance of service desk staff and provided coaching as needed.
- Assisted in the recruitment process by interviewing potential candidates for service desk positions.
- Organized training sessions for new team members to ensure they had the necessary skills to perform their duties effectively.
Barista
Starbucks
Lynchburg, VA
08.2012 - 09.2013
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Created complex, hand-crafted beverages based upon customer preferences.
- Collected payments and provided accurate change.
Seasonal Cast Member
Disney
Orlando, FL
02.2012 - 06.2012
- Interacted with guests to entertain and create fun atmosphere.
- Greeted guests with a friendly smile and engaged in conversation to ensure they had an enjoyable experience.
- Prepared beverages and served food to customers.
- Prepared concession stands by restocking food items, beverages, condiments.
- Assisted guests with questions and concerns while providing exceptional customer service.
Education
Bachelor of Science - Accounting
Western Governor's University
University of Lynchburg
Skills
- ServiceNow
- Hardware and Software diagnoses and repair
- System Configuration
- Computer Networking
- Desktop Support
- Customer Service
- Equipment Maintenance
Certification
Cisco Certified Technician - Routing & Switching
Timeline
Field Service Technician
Woodforest National Bank
08.2025 - Current
Customer Engineer II
NCR Atleos
06.2023 - 06.2025
Front End Team Lead
Walmart
02.2021 - 06.2023
Bank Teller
Wells Fargo
08.2018 - 02.2021
Service Desk Manager
Kmart, Sears Holding
09.2013 - 01.2018
Barista
Starbucks
08.2012 - 09.2013
Seasonal Cast Member
Disney
02.2012 - 06.2012
Bachelor of Science - Accounting
Western Governor's University
University of Lynchburg