At Insight Direct, I've delivered Tier 2/3 engineering support for hardware, networking, and POS systems across more than 500 devices in retail and hospitality.
I've reduced mean time to repair by 35%, improved first-call resolution by 28%, and maintained 99% SLA compliance by standardizing troubleshooting playbooks. I also led hardware lifecycle management and vendor negotiations, cutting replacement and procurement costs by 20%.
Earlier, as a Field Service Technician at Insight Direct, I installed, repaired, and maintained POS terminals, peripherals, and network hardware for regional clients. I coordinated vendor spare parts, coached end users, documented service work, and escalated complex faults with engineering teams.
I build practical documentation, knowledge bases, and training that help technicians onboard faster and work more efficiently. My hands-on background includes preventive maintenance, OS and firmware upgrades, Microsoft 365 support, SCCM, Azure, and Avigilon security cameras.
