Kimberly McCruter
UNION CITY
Summary
Detail-oriented ATM Service Operation Analyst with extensive experience in remote technical support, troubleshooting, and service ticket management. Proven ability to maintain compliance and documentation accuracy, driving efficiency and customer satisfaction.
Overview
17
17
years of professional experience
Work History
ATM SERVICE OPERATION ANALYST
NCR ATLEOS
Peachtree City
01.2009 - 10.2025
- Provide Tier I–II remote technical support to field technicians servicing ATMs, safes, and lock systems across the U.S.
Troubleshoot Cencon, lock errors (#70, lightning bolt, LCO), initialization issues, and key/kit discrepancies in real time.
Guide technicians through safe access procedures, lock resets, part replacements, and escalation protocols.
Create, update, and manage service tickets through LockNet, ServiceNow, and internal monitoring tools.
Coordinate with TSS, dispatch, logistics, and leadership teams to ensure timely completion of service calls and SLA compliance.
Communicate clearly and professionally to diagnose issues, confirm safe steps, and provide accurate technical instructions.
Maintain documentation accuracy, audit records, and compliance with operational, safety, and security policies.
Support shipping requests, Lock/Kit ordering, terminal monitoring, CE release workflows, and outage communication.
Education
High School Diploma -
MALABAR HIGH SCHOOL
Mansfield, OH06-1989
Skills
- Remote technical support
- Troubleshooting procedures
- Service ticket management
- Documentation maintenance
- Compliance auditing
- Customer relationship management
Timeline
ATM SERVICE OPERATION ANALYST
NCR ATLEOS
01.2009 - 10.2025
High School Diploma -
MALABAR HIGH SCHOOL