Duties as a Field Technology Specialist for FedEx Office

Erik C Ellis

Watertown, MA | erik@erikcellis.com | (617) 340-9759 | https://www.erikcellis.com<

Projects, deliverables and duties while a Field Technology Specialist for FedEx Office

Oversaw technology resources for 18 branches in Boston/Cambridge area.

Directly reported to managing director remotely [Long Island], but answered to 18 different management teams and styles.

Long-term projects and company-wide implementations:

• Retirement of legacy servers to standardize equipment in preparation for proprietary enterprise resource system. Dell PowerEdge Tower Servers 2900/2600
• VoIP cutover: Nortel to Cisco
• Rolling implementation of net new assets and retirement of end of life assets reflecting shift of vendor contract. Dell to HP
• Managing and validating shift of softwares used reflecting change from licensed softwares to proprietary ones. Production, Order management, Billing, Customer rental.

On-going assignments:

• Point-of-contact for vendor installed and supported equipment during rollout of new contracts and new technologies.
• Key change agent as FedEx purchased Kinko’s and gradually phased in the brand, and standardized operations.
• Continually reviewed change documentation and implementation schedules to maintain knowledge base and be subject matter expert 
• Collect branch-level data for vendors and contractors for future projects, and prep when work order was going to be fulfilled according to punchlists. Availability of switch ports, wall ports, security cameras’ fields of vision, etc.
• Reimage of all platforms on a rolling basis, and validate versions and software patch pushes.
• Maintaining accurate list of assets on hand in asset depository.

Monthly/Weekly:

• Survey of all branches’ tech resources to insure continuity and accuracy of service. Each branch required a quota of days/hours per month based on revenue/plan.
• Investigate reports of system failures as reported by customers and team members, and troubleshoot where necessary, or log ticket with help desk [in tiered system].
• Confirm: security system is accurately recording and networked; self-service machines are not compromised and are capturing revenue; single-purpose devices and kiosks are stocked, maintained and functioning correctly.
• Record and report surveys via Sharepoint. 

Quarterly Audits:

• All branches needed to have its tech resources audited and pass with 90% score. Compliance with the Sarbanes-Oxley Act as a public company.

Other/General:

• Strong knowledge of all branch operations, services and products.
• Skilled at all aspects of print production.
• Expected to be proactive with helping all customers.
• As subject matter expert, trained team members in best practices as needed.