Drayfuss Garrett
Atlanta,GA
Summary
Highly motivated Product Support Engineer with comprehensive experience in process improvement, quality assurance and troubleshooting. Exceptionally talented at investigating and sourcing new software and identifying and addressing technical issues. Dynamic professional possessing excellent planning, executing and monitoring capabilities.
Overview
13
13
years of professional experience
Work History
Production Support Engineer ll
QSI (NCR #1 Financial Partner)
06.2023 - Current
- Managing and performing upgrades for NCR Interactive Teller ITM
- Identify, design and develop solutions for product and system issues
- Consult with New and Existing customers with purchasing new HW/SW
- Offer input and gain knowledge as a subject matter expert on products, systems, and services
- Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
- Handle multiple issues of varying complexity and stage of investigation at any time
- Support local banks and CFI customers for issues during and after SW upgrades
- Prepare and maintain a detailed project schedule and play a lead role in scoping, planning, costing, and pricing projects; responsible for statement of work development and risk assessment
- Debugging and configuring NCR Interactive Banking SW.
Brand Ambassador (Top 5% of partners in Atlanta)
UBER
05.2015 - Current
- Assist with promoting and recruiting UBER partners.
PS (SW) Project Manager (NAMER Banking)
NCR
04.2020 - 06.2023
- Drives end-to-end delivery of critical consumer-facing projects for financial institution clients
- Ensure projects are completed on time, within budget, and within customer expectations of quality and functionality
- Guardian of the consumer and financial institution client experience, guiding the implementation of complex products and services from post-sales, through delivery, to go-live support
- Work close in partnership with cross-functional teams including sales, marketing, engineering, operations, and support to execute and manage great client relationships
- Takes ownership and drives each assigned project until successful completion
- Assess and monitor all project issues and risks
- Develop appropriate mitigation plans, and coordinate both internal and external resources
- Manage concurrent complex and sophisticated Projects
- Drive the documentation and proactive communication of project goals, measures of success, plans, status, and risk in a timely manner to team members, stakeholders, and senior management to assure strategic and project alignment and the timely resolution of all roadblocks.
Sr.Technical Support Engieer ll (Financial)
NCR
03.2018 - 04.2020
- Managing and performing upgrades for NCR Interactive Teller ITM
- Identify, design and develop solutions for product and system issues
- Consult with New and Existing customers with purchasing new HW/SW
- Offer input and gain knowledge as a subject matter expert on products, systems, and services
- Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
- Handle multiple issues of varying complexity and stage of investigation at any time
- Support local banks and CFI customers for issues during and after SW upgrades
- Prepare and maintain a detailed project schedule and play a lead role in scoping, planning, costing, and pricing projects; responsible for statement of work development and risk assessment
- Debugging and configuring NCR Interactive Banking SW.
Software Support Engineer ll (Retail)
NCR
01.2017 - 03.2018
- Perform third-level application support for customer-reported problems relating to NCR Counterpoint software and hardware
- Solve a wide range of technical problems of diverse scope and high complexity, where analysis of data and/or situations requires evaluation of both identifiable and unidentifiable factors
- Produce Knowledge Management documents.
Software Support Analyst ll (Hospitality)
NCR
11.2015 - 12.2016
- Assist in SW installation planning, image configurations
- Staging NCR hospitality POS Hardware
- Investigate, Diagnose, resolve and provide solutions for NCR customers
- Provide technical assistance via remote, web, onsite & telephone to support for NCR field engineers and customers
- Communicate and provide solutions to satisfy customer’s needs
- Answer questions from customers about the features and capabilities of NCR solutions
- Provide product technical support for customer’s IT departments
- Instruct customers on how to operate NCR Aloha & Menu link SW (Sales, Deposits, and Reports)
- Assist with testing and modification of the solution for stability and deployment readiness to customers
- Execute projects assigned by manager in timely professional manner
- Assist customers in U.S.A and Canada with deploying / Troubleshooting NCR Aloha Point of Sale (POS) systems and SW.
Sr. Tier ll Analyst (Healthcare)
Ciox
08.2014 - 11.2015
- Provide Tier 2 support for Ciox customers and employees across the United States
- Assist customers who are experiencing any procedural or operating difficulty with the use of Ciox and industry IT applications, products or services
- Elevate complex and/or high priority problems to the appropriate support groups for resolution
- Work on special projects assigned by supervisor
- Take ownership of technical issue until resolution
- Installing/Testing Ciox applications/SW.
US Postal Service Analyst ll
NCR
03.2014 - 07.2014
- Provide tier 1 & 2 support for USPS
- (U.S, Canada & Guam)
- Provide remote technical support to end-users
- Assist in the administration of the LAN and WAN including data management, communications, security, and printing facilities
- Troubleshoot & resolve hardware and software issues
- Ensure that computer labs are always operational
- Execute assignments related to implementation and operational support.
IT Service Desk Analyst (Contract)
WellStar Hospital
10.2013 - 05.2014
- Provide tier 1 & 2 support to health care staff
- Take ownership of tickets created through Remedy
- Provide support for all hardware and software to end-users throughout hospital and remote sites
- Work on Service Desk related projects
- Prioritizing calls, evaluating calls, resolving calls, and escalating calls as required and following up with customers.
Technical Support
Computer Generated Solutions
04.2013 - 03.2014
- Provide tier 1 & 2 technical support
- Take ownership for resolving clients’ support issues from case logging, through management of escalation and resolution
- Respond to customers’ requests for technical support; apply understanding and knowledge of information systems products and services to assist customers on technical matters
- Help customers solve difficult business issues
- Perform analysis and research to answer customer questions
- Maintain appropriate records and prepare reports as required
- Effectively use escalation procedures as necessary
- Provide support for the retail store network and manage new projects/Installations.
Field Resource Specialist
NCR
05.2012 - 03.2013
- Provide support for Customer Engineers, monitor and balance work orders of Retail & Financial Technicians / Customer Engineers
- Assign work orders based on the Engineers geographical areas
- Demonstrates a strong sense of ownership and a commitment to achieving meaningful results
- This role reports to the Retail and Financial Team Leader/Territory Manager
- Communicate with Retail & Financial Team Leader and Territory Managers on a daily basis to help support SLA performances
- Reassigning or rescheduling resources as needed throughout the day
- Take initiative to resolve issues and proactively uses data and knowledge to minimize the potential for problems
- Resolved exceptions that have been escalated, which will cause a work order to exceed specific contractual response time or fix time
- Ensures timely closures of work orders are met.
Systems Support Specialist - (BBX/DollarTree) Account Support
NCR
06.2011 - 05.2012
- Provides technical support and proactive call management support for NCR’s Blockbuster Express Kiosks
- Troubleshoot, repair, maintain/monitor network issues, and escalate support incidents
- Maintains SLA on all owned cases
- Maintains Quality cases with minimal mistakes
- Provides solutions for escalated, complex technical issues, configurations, administration, and system performance concerns
- Provides exceptional customer service during calls with customers
- Attend vendor and customer meetings when required; ensure that the customer uses the proper primary escalation contacts/processes within Services
- Provide information to the Logistics Analyst for account-specific Parts Plans
- Customizes knowledge application features such as navigational views
- Manage new and recent installation projects.
Education
Diploma -
MLK High School
Decatur, GA01.2005
Skills
- Level 3 Software Support Activate Enterprise
- AIT/Vidyo SW
- BIS SW Aloha POS Software Certified
- Project Management
- NCR Banking
- NCR ERP
- NCR Retail
- NCR POS
- NCR PS Consultant
- NCR Aloha
- NCR Hospitality
- PSA Quick Base Forecasting
- System Troubleshooting
- Incident Management
- Server maintenance
- Configuration Management
- Production planning and control
- Basic maintenance
- Training and mentoring
- Relationship building and rapport
- Team coaching
- Technical Troubleshooting
- Product Documentation
- Issue Resolution
- Scheduling and Coordination
- System Configuration
- Technical communication
- Root Cause Analysis
- Process enhancement
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Safety operation procedures
- Team building
References
- Stephanie Benton, Sr IT Help Desk Manager, 404-345-5900
- Chris Hawkins, Technical Support Engineer, 470-809-5231
- Brady Hutchinson, Senior PS Partner, +1-330-224-2610, Brady.Hutchinson@ncr.com
Timeline
Production Support Engineer ll
QSI (NCR #1 Financial Partner)
06.2023 - Current
PS (SW) Project Manager (NAMER Banking)
NCR
04.2020 - 06.2023
Sr.Technical Support Engieer ll (Financial)
NCR
03.2018 - 04.2020
Software Support Engineer ll (Retail)
NCR
01.2017 - 03.2018
Software Support Analyst ll (Hospitality)
NCR
11.2015 - 12.2016
Brand Ambassador (Top 5% of partners in Atlanta)
UBER
05.2015 - Current
Sr. Tier ll Analyst (Healthcare)
Ciox
08.2014 - 11.2015
US Postal Service Analyst ll
NCR
03.2014 - 07.2014
IT Service Desk Analyst (Contract)
WellStar Hospital
10.2013 - 05.2014
Technical Support
Computer Generated Solutions
04.2013 - 03.2014
Field Resource Specialist
NCR
05.2012 - 03.2013
Systems Support Specialist - (BBX/DollarTree) Account Support
NCR
06.2011 - 05.2012
Diploma -
MLK High School
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