APPOINTMENT
Ed Wood is our new Help Desk Manager. He brings to us 13 years of experience
in POS, Help Desk, service and account management. Some of his previous
employers include Positran Inc, Aspeon Solutions Inc., and most recently,
Users, Inc. He started servicing POS systems as a field technician in
1990, and has worked with Javelin, IBM, NCR and Epson products. As a help
desk specialist he was an integral interface for hardware and software
development. He worked extensively with Javelin and Infogenesis. He then
did the integration support with Store Point software.
More recently with Aspeon Solutions Ed was responsible for daily operations of a 24x7 helpdesk providing support to a customer base of over 5000. He hired, trained, and completed employee performance reviews for a staff of 32 help desk employees. He managed a call volume of 10,000 calls per month. He provided 2nd level support for Aloha POS software, Windows 95/98/NT, and Javelin touch screen hardware as well as documentation of policies and procedures for individual accounts. He assisted in development of contracts and service level agreements creation, and generation of daily, weekly, and monthly reports, and participated in weekly customer meetings.
A calm, attentive and non-assuming person, Ed's primary focus is customer satisfaction. Our company goal is to improve our professionalism, response time and improve training on products and industry trends. To assist us in providing quality service and response, he is immediately responsible for detailed analysis of all support calls.
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