1. Joseph Palumbo
JoePalumbo221@gmail.com
401-480-8032
Experienced Field Support and End User Manager. Proven success in creation and
maintenance of highly effective staff and departments that lead to overall company
improvements, savings and customer satisfaction. Skilled in analyzing trends, preparing reports
and improving departments efficiency and costs.
Ocean State Job Lot 2013-Present
Assistant Manager of End User Support and Field Operations
● Implemented policies/procedures improving how problems are identified, received, documented,
distributed in the end user support arena.
● Created/updated technical documentation and followed up training to improve the knowledge
base within the MIS service desk and field support departments.
● Project Manager for simultaneous new store openings which included managing timelines for MIS
equipment, Data communications acquisition, coordinating and managing multiple internal groups
related to new store activities. Commended for streamlining and adding continuity to the process
establishing and meeting realistic milestones and deadlines while redefining the change
management process and flow needed, thus vastly improving New store soft and grand openings
achieving improved scheduled deliverables ahead of set expectations. Responsible for 5-8
annual new store openings annually.
● Managed and process owner for store remodels as it relates to POS and WAN/LAN related
equipment.
● Responsible for analyzing data, workflow, and creation of reports that led to the establishment of
a highly successful field support department and team utilizing industry standard methods.
● Implemented successful reporting tools utilizing various applications in identifying, prioritizing,
scheduling and monitoring all field operations related projects and service loads providing
accurate and detailed metrics providing definable actions and resource management forecasting.
● Created and coordinated testing procedures of POS software and hardware upgrades. POS data
troubleshooting, price management and Sales Audit data troubleshooting.
● Development of corporate wide policies to significantly lower cost of ownership with IT assets.
● Developed, managed, and monitored numerous IT related projects within the EUS and field
operations driving the schedule to achieve set milestones and deadlines while managing the
available resources to minimize impact and maximize productivity.
● Created auditing procedures involving the Service desk, field support and our store locations
improving quality assurance and adherence to set policies and best practices.
● Managed inventory control and procurement processes of IT related assets
Work Market 2013
Field Trainer/Account Support Manager
● Successfully managed several accounts; maintaining a professional relationship with managers
that resulted in continued business relationships during acquisitioned transitions.
● Installed and performed repairs for regional accounts on various hardware equipment and
software.
● Evaluated performance on all installed and repaired hardware.

2. ● Developed policies, procedures and training materials for both contracted technicians and
corporate partners.
● Intuitive troubleshooting skills in a variety of situations, leading to successful resolutions.
● Ability to manage multiple projects and prioritized work schedule to provide solutions to each
account.
● Liaison for IT work related business involving Vendors, subcontractors, affiliated accounts, and
Parent company
Tolt Service Group
Account Manager of Field Service Engineers 2010- 2013
● Successfully lead a team of technicians in field support activities installing, repairing and
maintaining hardware/software for all accounts in assigned region.
● Hired and trained field support staff to improve quality of customer satisfaction meeting set SLA’s.
● Improved account satisfaction by improving the quality of technicians, ensuring timely and
efficient service calls and maintaining a team of well-trained professionals.
Diebold Information and Security Systems
Technical Account Manager for Field Support 2008-2011
● Significantly impacted the successful transition as Catalina Marketing outsourced the service
department to Diebold.
● Effectually maintained accounts during the change over of service agreements between Catalina
and Diebold ensuring customer satisfaction on all service related projects.
● Trained new and existing technicians to be highly successful field engineers by instruction, as
well as example.
● Scheduled and developed plans of action for customer product installations involving different
groups and tier levels for cross platform onsite training and mentoring.
● Increased and educated existing employees on newly acquired customers and proprietary
technology by developing and implementing a working knowledge base for incident management
and swift resolution for meeting the customers required SLA’s.
Catalina Marketing 1996-2008
Field Service Engineer Manager
● Successful account manager responsible for effectively coordinating new and existing product
rollouts to over 150 retail accounts.
● Lead area account manager responsible for on-call schedules, external account relationships,
training of new and existing employees.
● Served as subject matter expert in retail printer networks, which included: cat5 cabling, printers
and power supplies, switches / patch panels, and server maintenance / back-end configurations.
● Installation of server related equipment including network cards, modems, software reloads and
hard drive installs.
● Responsible for coordinating retail Point of Sales equipment installs and de-installs.
● Auditing and support of network equipment, rack cable management, switches and patch panels.
● Primary point person for setup and continued support for various retail corporate labs and test
sites.
● Performed monthly account audits and inventory control management
● Overseeing and auditing vendor related acquisitions and performance.