Paul Merchant
Regional Service Technician II
Greenwood,MS
Summary
Enthusiastic Regional Service Technician II skilled in troubleshooting and analysis demonstrated across 38 years in Customer Service Engineer roles. Accustomed to drafting and maintaining detailed service reports. Personable and customer-focused with passion for fostering loyalty and satisfaction.
Currently have a Year To Date average on Service Response Limit (SRL)
On Severe category 1 with a SRL of 6 hours maintaining 100%.
On Severe category 2 with an SRL of 8 hours maintaining 100%.
On all other calls maintaining an average of 95.8%.
Overview
39
39
years of professional experience
5
5
years of post-secondary education
Work History
Regional Service Technician II
Pomeroy
Memphis , TN
07.2011 - Current
Service customer in the retail environment. This encompasses all equipment. Retail registers, scanners, scales, printers, wireless and wired networks and all associated equipment.
Customer Service Engineer II
NCR
Greenwood , MS
01.1983 - 06.2011
- Worked several locations with NCR, Started in Greenwood MS, moved to Birmingham AL, Memphis TN, Greenwood MS.
- While in Birmingham worked in the banking industry working on proof machines and check sorters. Took our customers reject rate from an average of 5% to 1.5%. Worked with vendors to implement imaging into the banking industry.
- While in Memphis was responsible for implementation of imaging systems into he banking industry and ATM's
- Returned to Greenwood MS also at the request of NCR. Serviced all facets of NCR business, Financial, Hospitality, Retail.
Education
Associate of Science - Electromechanical Engineering Technologies
USAF
Sheppard AFB TX, Lindsey Air Station Germany 09.1977 - 11.1982
Skills
Cisco switches and routers
HP Switches and routers
NCR Retail systems
NCR ATM's
IBM Retail systems
Toshiba Retail Systems
Mettler-Toledo Scales
Hobart Scales
Timeline
Regional Service Technician II
Pomeroy
07.2011 - Current
Customer Service Engineer II
NCR
01.1983 - 06.2011
Associate of Science - Electromechanical Engineering Technologies
USAF
09.1977 - 11.1982