KELLI MCCORMACK
San Bruno,CA
Summary
CAREER SUMMARY
Installation and Customer Support Technician Network Technician POS Field Service Technician
Experienced technician specializing in installation, network support, and POS field services with a strong background in IT implementation and customer support.
Developed strong customer relationships through effective remote and on-site support boosting satisfaction.
Possesses strong customer service orientation and a proven ability to collaborate with IT teams, ensuring seamless technology operations for end-users. Proficient in Windows and macOS operating systems, with a solid understanding of network fundamentals and security protocols.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Installation and Customer Support Technician
Pickpoint
Fremont, CA
03.2019 - 10.2023
- Pharmacy technology company specializing in automated remote dispensing and prescription retrieval systems
- Traveled to customer sites across the United States to install and configure “Smart” pharmacy equipment, managing complex installations, conduct pre-install site surveys, and provide customer hardware and software training
- Provided support for workstations, printers, and pharmacy equipment by rapidly responding to and resolving technical issues through in-person visits, phone support, email, and remote tools
- Installed, configured, and maintained software and hardware; remotely performed regular software updates and troubleshooting of workstations, network, and pharmacy equipment
- Setup and deployment of new workstations; authored technical documentation and user manuals.
Independent Contractor
Francisco Bay Area, CA
09.2015 - 03.2019
- Bid and complete network and POS installation and repair jobs in the retail and banking industry
- Field Network & Point of Sale POS Technician
- On-site repair and replacement of several types of POS and networking equipment including cash registers; monitors; printers; scanners; cash drawers; cabling; routers; switches; modems; power supplies; tablets; scale scanners; workstations; severs and UPS battery backups
- Install, configure, and update software
- Installed and setup complete network rack, cabling and all POS equipment for new Target store
- Replaced all branch pin pads, software, and teller workstations at over two hundred different Wells Fargo and Citibank locations
- Ran network and video cabling, installed / configured analog and IP security cameras and DVR systems at over fifty Little Cesars Pizza locations.
Point of Sale Field Service Technician
Savemart Supermarkets
Francisco Bay Area, CA
08.2007 - 03.2015
- Chain of grocery stores operating under the names Savemart and Luckys
- POS /, Field technician for seventeen stores throughout the Bay Area
- Provided on-site support for hardware and software issues, minimizing disruptions to store operations
- Supported the maintenance and repair of POS systems, including NCR, IBM, self-check-out and store servers
- Installed, configured, and maintained network infrastructure, including TCP/IP, DNS, and DHCP settings
- Maintained company vehicle; parts inventory and scheduling.
Helpdesk Engineer
Excite@Home
Redwood City, CA
05.2000 - 10.2002
- High speed internet provider and search engine, Provided Tier 1 and Tier 2 technical support to internal employees
- Assisted with onboarding of new employees, including setting up workstations, creating user accounts
- Managed and responded to support tickets via the helpdesk system, ensuring timely resolution of technical issues while maintaining an elevated level of customer satisfaction
- Installed, configured, and maintained computer systems, printers, and peripheral devices for employees, ensuring all systems were up to date and functioning efficiently.
Education
Associates of Applied Science - Electronics Technology, Electronics Technology and Computer Science
Heald Institute of Technology
Skills
- Network Troubleshooting
- Equipment Deployment
- Software Installation & Configuration
- User Training & Support
- Desktop & Laptop Support
- IT Security & Privacy
- Remote Technical Assistance
- On-Site Support
- Problem Solving
- Team Collaboration
- Technical Documentation
- Customer Service
- System Upgrades & Maintenance
Certification
A+ Certification
ACE Alarm Agent License
Timeline
Installation and Customer Support Technician
Pickpoint
03.2019 - 10.2023
Independent Contractor
09.2015 - 03.2019
Point of Sale Field Service Technician
Savemart Supermarkets
08.2007 - 03.2015
Helpdesk Engineer
Excite@Home
05.2000 - 10.2002
Associates of Applied Science - Electronics Technology, Electronics Technology and Computer Science
Heald Institute of Technology
Similar Profiles
Maria Rebecca LomasMaria Rebecca Lomas
Sales Associate at StaplesSales Associate at Staples
Rebekah IgafoRebekah Igafo
Senior Manager at FedEx GroundSenior Manager at FedEx Ground
James KalehJames Kaleh
Volunteer at SFSU Design SchoolVolunteer at SFSU Design School
Nikhil PrasadNikhil Prasad
Online Reseller at Self-employeedOnline Reseller at Self-employeed
Michael RitcheyMichael Ritchey
<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center