MICHAEL PATRICK

As an OER tech daily task included

Each morning updating tickets via snow to inform management which step of the process were currently in. Coordinating with colleagues on equipment retrieval whether that be pickups or drop off. Once received equipment, processing cleaning, notating, whether the device was in warranty, out of warranty, going into stock or not. And finally shipping devices out to colleagues or other technicians depending on request.

• Provides POS system support and troubleshooting to software and devices used by stores nationwide
• Assists in the exchange of defective or faulty equipment using complex ticketing system
• Leads, supervises, or works independently and efficiently on projects assigned by SAM department Manager
• Occasionally executes manual repair of equipment such as T-410s, All in Ones, and Cash drawers
• Coordinates inbound and outbound deliveries and shipments with vendors of all devices coming and going to stores across the US
• Interacted with users to provide support for one or more applications or systems
• Resolved and followed up on user tickets created through ServiceNow
• Ability to assist and follow standard Service Desk operation procedures while knowing when to escalate the issue
• Consistently met with CEO and Executive team to relay Policy Updates put into place by Ohio Board Licensing Representatives
• Coordinated ongoing technical training and career development for Customer Service Reps through weekly QA Meetings
• Initiated use of reports from ServiceNow system to effectively track call volumes in order to better assist customers
• Oversaw daily performance of Computer Systems, immediately responding to software issues by creating a Master Ticket and reporting any latency.