Tracy Kraner
Paris,Ky.
Overview
39
39
years of professional experience
Work History
Customer Service Technician
Woodforest National Bank
01.2023 - Current
- Troubleshoot and correct issues with Triton ATMs and Dell desktop PCs
- Process and maintain parts inventory per company policies
- Ensure proper maintenance of assigned NCR tools and equipment
- Be available to assist in other company territories as the need arises.
- Troubleshoot and maintain Networking equipment from the service demarc to the individual devices
- Troubleshoot and maintain security camera equipment. Repair or replace as necessary.
Customer Service Team Lead/Lead Trainer (Chick-fil-A project)
NCR Corporation
01.2013 - 01.2023
- Troubleshoot and correct issues with NCR ATM’s and POS devices from NCR, IBM, and other manufacturers for assigned clients
- Maintain security of currency while servicing ATM devices.
- Process and maintain parts inventory per company policies
- Ensure proper maintenance of assigned NCR tools and equipment
- Be available to assist in other company territories as the need arises.
- Travel throughout the NCR service area to train and familiarize new hires on procedures and company expectations
- Process new service requests and assign as appropriate.
- Interact with customers to arrange preventative maintenance visits and perform needed repairs.
Field Service Engineer
Swanson Services Corporation
01.2011 - 01.2013
- Travel to facilities throughout the southeast for equipment service
- Install and configure computer equipment in new and expanding facilities
- Perform upgrades of software and hardware as necessary
- Collect cash from facility cashier machines and deposit in the bank.
Product Testing Consultant
Revolution Technology (Assigned; Lexmark, International)
01.2010 - 01.2011
- Set up and perform testing on Lexmark Printing products.
- Maintain supply levels for continued testing
- Document results of tests into databases for engineer analysis
- Evaluate product output for quality assurance and report findings to Engineers
I.S. Coordinator, Desktop Support and Repair
Bourbon Community Hospital
01.2002 - 01.2009
- Implement upgrades to computer hardware, software, and peripherals as needed
- Diagnose and repair issues with Dell and IBM PC’s, Notebooks, and peripherals as they arise.
- Troubleshoot and correct issues for remote users via Ultra VNC access
- Create and maintain backups of all PC’s
- Evaluate new software and hardware for potential use
- Develop training documents and plans for new software and equipment as needed
- Maintain operations and workflow assignment in Department Manager’s absence
- Manage workstation operating systems to include the troubleshooting and installation of upgrades, patches, and security files
- Perform workstation maintenance to include troubleshooting hardware failure, resolving workstation issues and problems, and replacing workstation components.
- Implement and carries out inventory disposition and deployment.
- Keep inventory database up-to-date. Coordinate and perform sanitization and disposal of excess equipment according to property policy.
- Complete forms, obtain necessary signatures and provide reports to senior specialist.
- Maintain the installation and validation of new software applications and enhancements
- Maintain CPCS Module and other dictionaries in the Meditech test and live system
- Develop training programs, manuals, and materials to provide ongoing education to the hospital and physician staff
- Assist in administration of Windows server 2003
- Serve as liaison between the hospital and its client physicians
- Repair and maintain hospital PC’s, Notebooks, peripherals, servers, and other network equipment
- Maintain user accounts through Active Directory
- Set up user email for Microsoft Outlook
- Run and terminate wiring for phone and Cat 5 network cabling
Customer Service Representative
Officeware
01.2000 - 01.2001
- Responsible for processing, diagnosis and repair of Lanier and Canon copier systems, Lexmark and Hewlett Packard laser printers, and Lanier Fax Systems.
- Responsible for ordering and processing parts for repair of said systems.
- Responsible for maintaining personal inventory of issued parts.
- Responsible for schedule and duty management
Customer Service Engineer, Desktop Support
Decision One
01.1998 - 01.2000
- Responsible for processing, diagnosis and repair of IBM, Dell, and Compaq personal computers, mid-range systems, and peripherals including Hewlett Packard, Lexmark, Printronix, and IBM printers.
- Second shift lead technician
- Responsible for ordering and processing parts for repair of said systems.
- Responsible for processing and shipping used parts for return.
Call Center/Help Desk Engineer
MCI-Winchester
01.1998
- Responsible for diagnosis of hardware problems in personal computers.
- Maintained accountability for service calls through MCI’s call log database.
- Advise end users on compatible upgrades and additions to their systems based on individual needs and system requirements/limitations.
- Handle difficult customers with professionalism and diffuse any unpleasant situations as they may arise.
- Diagnose and correct configuration errors with these systems as necessary.
Personal Computer Technician, Desktop Support and Repair
Teksystems, Inc.
01.1998
- Responsible for repair of hardware problems in personal computers and peripherals for Decision One within the Toyota Motor Manufacturing Complex.
- Performed hardware upgrades and new PC installation for the Kingsford Charcoal plant.
- Maintained inventory accountability for all equipment at Kingsford.
- Set up training PC, and Notebooks for use at Kingsford as well as repackaging and shipment of equipment to the next location.
- Performed upgrade and final manufacturing of Compaq, Hewlett-Packard, and IBM Personal Computers at the Entex Distribution Center. This regularly included adding memory, CDRom drives, Zip drives, Sound cards, Network/Token Ring cards, Modems, Hard Drives, and Tape drives.
- Performed software imaging and configuration on Windows 95 and Windows NT Workstation as per customer specifications at Entex.
- Diagnosed and corrected configuration errors with these systems as necessary.
Computer Operations Analyst, Desktop Support and Repair
Kentucky State Police
01.1995 - 01.1998
- Responsible for creating and maintaining databases in software packages such as Microsoft Access and Informix.
- Responsible for creating and maintaining data entry screens and generating reports for users from Microsoft Access and Informix.
- Responsible for learning the KSP-unique AFIS operating system.
- Promoted to Computer Operations Analyst after nine months.
- Attended classes to be trained on such packages as Windows, Word, Access, and Excel. I was trained in-house on software such as UNIX and INFORMIX.
- Developed a Violation Code database to track the current Violation Codes and their usage.
- Served as trainer for KSP’s ICAP computer program and worked as part of the team to upgrade this system.
- Currently serving as Program Administrator for the new Concealed Deadly Weapons licensing program.
Senior Data Analyst
Department of the Interior/ Office of Surface Mining (OSM)- Contracted by Data Computer Corporation of America
01.1992 - 01.1994
- Responsible for maintaining databases in their Model 204 Operating System (Applicant/Violator System Database).
- Installation and maintenance of modems, mice, and printers as well as software packages such as Procomm Plus, Harvard Graphics, Lotus 123, and Windows. I was required to troubleshoot and resolve problems in electronic mail and remote job entry programs such as Transend and BarrHasp.
- Graphic designs in the form of book covers, report cover sheets, organizational structure and chain of command flowcharts.
- Promoted to Senior Data Analyst position in a few months.
Telecommunications/Computer Operations Specialist
United States Air Force
01.1987 - 01.1992
- Responsibilities included setup and operation of mobile telecommunications and telephone switchboard equipment, Operation of Unisys 1100/60 and Unisys 2200 Mainframe Computer, A.S.A. standard remote terminal telecommunications equipment, and numerous peripheral equipment including modems, tape drives, printers and on-site terminals and PC units for office and network use.
- Served as Quality Assurance Evaluator for the Base Level Switchboard Contract for which I won a quarterly performance award.
- Assignment, distribution, accounting, installation, and maintenance of all software used by American forces serving in support of Operation Desert Storm during my tenure at Riyadh AB, Saudi Arabia. Programs such as DOS, WordStar, Windows, WordPerfect, dBase, Lotus 123, and Harvard Graphics were widely used and I was responsible for their maintenance and installation.
- Development of a database to account for the available software and equipment and assign Unit-level responsibility since when I arrived, no such program existed.
Timeline
Customer Service Technician
Woodforest National Bank
01.2023 - Current
Customer Service Team Lead/Lead Trainer (Chick-fil-A project)
NCR Corporation
01.2013 - 01.2023
Field Service Engineer
Swanson Services Corporation
01.2011 - 01.2013
Product Testing Consultant
Revolution Technology (Assigned; Lexmark, International)
01.2010 - 01.2011
I.S. Coordinator, Desktop Support and Repair
Bourbon Community Hospital
01.2002 - 01.2009
Customer Service Representative
Officeware
01.2000 - 01.2001
Customer Service Engineer, Desktop Support
Decision One
01.1998 - 01.2000
Call Center/Help Desk Engineer
MCI-Winchester
01.1998
Personal Computer Technician, Desktop Support and Repair
Teksystems, Inc.
01.1998
Computer Operations Analyst, Desktop Support and Repair
Kentucky State Police
01.1995 - 01.1998
Senior Data Analyst
Department of the Interior/ Office of Surface Mining (OSM)- Contracted by Data Computer Corporation of America
01.1992 - 01.1994
Telecommunications/Computer Operations Specialist
United States Air Force
01.1987 - 01.1992