To utilize my IT and customer service capabilities in order to increase the productivity of a company with a strong IT presence. My consistent upward movement throughout my employment with Retail Data Systems shows the track record of a capable and motivated individual. I have been an asset as a small part of a team, and as a leader of a large team.
Aloha Manager, Configuration Center, Aloha Loyalty, RPOS, Lighthouse, and Red Prairie POS/Back Office solutions.
Proficient in the use of all Windows applications.
Product Specialist April 2012 to CurrentCompany Name
Lead troubleshooting for level III support issues related to the ALOHA, RPOS, and Lighthouse POS solutions.
Ran a team that scripted and deployed software package upgrades several times a year.
Responsible for testing new software and hardware releases.
Attended product conventions in order to network with vendors and stay current with upcoming product releases.
Acted as an internal technical resource for the sales and implementation teams on new and existing projects.
Participated in weekly conference calls with vendors to discuss resolutions to aging issues, new hardware/software integrations, helpdesk to vendor relationship and overall performance concerns with their solution.
Tracked clients experiencing persistent escalated issues until resolution, and met with the client on a regular basis to maintain communication and a healthy relationship.
Authored Support Manual documentation.
Held meetings with the support desk as necessary to discuss upcoming product changes, troubleshooting for new issues, training for new hires, and new release deployment.
NOTES - Add loyalty, verifone(softcard), and online ordering project completion (weekly update calls with multiple vendors, assisting vendors with their own labs.
Technical POC for our side) support protocols (ssi, scripts for troubleshooting, efficiently identify and fix).
Win 7 deployments.
Payment processing TPOC.
Equipment staging for demos/conventions.
TPOC for RP purging/hardware upgrades/client impact.
Work directly with Devs on new additions and bug fixes to software based on current need and dev cycle, test release, test new release.
Some knowledge of batch, bash, autoit, python, and sql.
Troubleshoot network issues related to deployment (firewalls).
Retail Data Systems.
Client Services Manager December 2008 to Current
Head of a small and efficient department that handled large, time sensitive projects.
Handled Large programming requests for the "ALOHA/Aloha Loyalty", "RPOS", "Lighthouse", and "Red Prairie" POS/Back office solutions.
Created and presented clients with a detailed Statement of Work for their project, outlining the work being performed, client responsibility/expectations, deadlines, and billable time associated with the work being done.
Worked directly with the software vendor to discuss software limitations and come up with alternate solutions to meet the client's needs.
Maintained a calendar full of programming deadlines and successfully delegated requests to the department, confirmed job completion and customer satisfaction.
Lead training sessions to keep the department up to date on new programming methods and software capabilities.
Responsible for implementing, and maintaining our secure Client-To-Back Office remote access solution.
Also responsible for training the clients on this solution.
Installed and configured payment solution software specific to the client's merchant account.
Also responsible for upgrading payment software for clients to maintain PCI Compliance.
Handled escalated issues with the EDC and Epsilon payment software.
Worked directly with the credit processor to resolve.
Retail Data Systems.
Level 2 Support Technician April 2007 to December 2008
Implemented Front line "triage" support for "ALOHA", "RPOS", and "LIGHTHOUSE" POS software/hardware.
Handled calls in quick and efficient manner in a high volume environment.
Executed escalation procedures for level III support issues.
Maintained the highest worked vs solved case percentage at the company.
January 2002 to January 2004Company Name
New and returning customer car sales.
Maintained office computer system.
Purchased and implemented hardware and software for office.
Processed auto titles through GA title department.
Diploma : 2005
Currently taking online classes to finish Associates in ISDalton State College
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Dalton State College
Job Titles Held:
Client Services Manager
Level 2 Support Technician
Diploma : 2005 Faith Academy
Currently taking online classes to finish Associates in IS
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