Rafael García Lopez
Ponce
Summary
Responsible for analyzing, monitoring, and improving service and operational performance through comprehensive data analysis and KPI report development. Creates and interprets of key performance indicator (KPI) dashboards to drive data-informed decision-making across service operations.
Oversee the development, control, and management of inventory processes to ensure optimal parts availability, maintain accurate stock levels, and guarantee efficient and timely service delivery to clients. By ensuring data integrity, identifying trends, and aligning operational metrics with service objectives, playing a critical part in enhancing operational efficiency, service quality, and overall customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Operational Specialist-Operational Data
Diebold Nixdorf
San Juan, Puerto Rico
09.2025 - Current
•Analyze operational and service performance data
•Creates KPIs report (SLA compliance, first-time fix rate, response times, productivity metrics)
•Develop and maintain inventory reports
•Managing a budget of $40,000 a month for the Caribbean
•Identify trends, gaps, and process improvement during service calls.
•Ensure data integrity and accuracy across operational systems
•Collaborate with field service, technical support, and leadership teams
•Recommend corrective actions to improve service quality and efficiency
•Assist in root cause analysis for recurring service issues.
Senior Field Technician
Diebold Nixdorf
Puerto Rico
03.2020 - Current
- Install, configure, and service:
- ATMs and cash recyclers
- Retail point-of-sale (POS) systems
- Self-checkout and payment systems
- Network-connected banking equipmen
- Perform preventive maintenance and corrective repairs
- Diagnose mechanical, electrical, and software-related issues
- Troubleshoot networking and connectivity problems
- Maintain accurate service documentation and inventory records
- Provide on-site customer support and technical guidance
- Escalate complex technical issues as necessary
- Mentor and support junior field technicians
- Ensure compliance with company safety and operational standards
Education
Bachelor of Arts -
Interamerican University of Puerto Rico
San GermanSkills
Process documentation
Logistics management
Customer relationship development
Operations management
Project management
Performance monitoring
Inventory coordination
Data analysis
KPI tracking
Logistics coordination
Budget administration
Process optimization
Teamwork and collaboration
Attention to detail
Problem-solving abilities
Reliability
Excellent communication
Adaptability and flexibility
Inventory management
Written communication
Budget management
Forecasting
Certification
Training Certificate - DN Series
CINEO ATM CERTIFIED ENGINEER
Languages
Spanish
Advanced (C1)
English
Intermediate (B1)
Timeline
Quality Operational Specialist-Operational Data
Diebold Nixdorf
09.2025 - Current
Senior Field Technician
Diebold Nixdorf
03.2020 - Current
Bachelor of Arts -
Interamerican University of Puerto Rico