INFORMATION TECHNOLOGY SPECIALIST
Delivering innovative, integrated IT solutions that yield strong bottom-line results.
Experienced systems administrator with a demonstrated history of working in a high stress business critical organization in the Information Technology, Hospitality and Services Industry. Process-driven professional providing excellent support and integration with strong customer-service expertise.
Microsoft Office Suite
Business and Data Analysis
Tech Support and Troubleshooting
Go Live, Printers
Budget, Problem solving
Cable, Quality control
Cash register, Real-time
Network Systems, Scanners
Data Analysis, Site server
Digital Video, TCP/IP
DNS, Technical Support
Email, Tech Support
Internet access, Wiring
Microsoft Office Suite
Windows Operating Systems
Software Support Specialist II, 01/2014 to 01/2019 NCR – Atlanta, GA
Provided Technical Support for integration / go live of NCR POS Aloha Quick Service / Table Service Installations via all channels through which customers are served through a host of enterprise software solutions including Aloha Command Center, Aloha Configuration Center, Aloha EDC, Aloha Online Ordering, Aloha EOrder, Radiant Auto-Loader, and MenuLink.
Remotely monitor and troubleshoot issues rapidly, before impacting site operations and provide customer experience through hosted applications with real-time monitoring of remote, multi-site server and terminal operations.
Coordinated information sharing across teams with web based collaborative platforms including SharePoint, Smartsheet, Webex, Skype, Microsoft Teams and Slack to ensure timely resolution to end user.
Created team support schedule to meet on-boarding needs.
Dispatched and supported technicians as needed to quickly resolve issues for end users.
Interact directly with support team onsite and end users via phone and email to efficiently resolve outstanding hardware and software issues.
Undertaking analysis, diagnosis and resolution of client problems via phone, email, remotely or onsite.
Experience troubleshooting Windows Operating Systems including Windows 7 / 10 / Server / POS R.
Troubleshoot TCP/IP issues including gateways / firewalls / DNS issues.
Produced and updated knowledge management documents to assist others in problem solving.
Maintained confident and sensitive information to ensure client security.
Took initiative by completing special projects (including Server Staging and Order Confirmation
Board integration) and tracking them to a successful conclusion.
Handpicked for special projects including Mercedes-Benz Stadium NCR POS Installation and Go Live Support, and the Master's Tournament.
Senior Customer Engineer, 01/2011 to 01/2014 SOUTHEASTERN NETWORKING SOLUTIONS – Buford, GA
Professional installations of low-voltage and commercial wiring and related components including cabling, patch panels, routers, switches, servers, firewalls, POS setups, monitoring stations, internet access, telephone systems, remote terminals and networks of virtually any size.
Installs ranging from simple stand-alone systems to complex PC-based systems.
Installation of Radiant / NCR Aloha Touchscreen POS integrated cash register systems by work order as assigned by dispatcher.
Integration of new client assets including servers, switches, firewalls, and WAN/LAN infrastructure.
Installation, configuration, and maintenance of infrastructure, PC, TCP/IP, firewall (Sonicwall, WatchGuard, Fortinet) and related software / applications.
Skilled in proactive identification and resolution of critical systems / network issues.
Interact directly with remote support team via through Command Center, email and phone and email to quickly resolve hardware and software issues for end-users.
Provided onsite management to in-house and third-party installation team.
Proficient with virtually all POS peripherals, including: cash drawers, receipt printers, remote printers, barcode scanners, coin changers, customer displays, kitchen displays, and numerical pin-pads for debit / EBT.
Generated daily and weekly progress reports, travel and expense reports.
Remained courteous and calm at all times, even during moments of intense customer displeasure.
Met deadlines on time regardless of nationwide coverage requiring extensive air travel.
Lead Technician, 01/2006 to 01/2011 COLIANT SOLUTIONS – Buford, GA
Provided on-site management to an installation team of 8, and quality control to ensure projects met time and budget requirements, and were built in accordance with contract documents and blueprints.
Specialties include CCTV, security equipment and installation services, network and peripheral deployments and support, fire and burglary, PC / Server, and POS.
Responsible for installing Cable from specified interior and rooftop camera / monitor locations within the building to a single designated Asset Protection Office or to an Intermediate Distribution Frame as part of a larger Matrix Switch System as indicated on drawings / blueprint (CCTV).
Terminated Cables into appropriate Power Supply and Digital Video Recorders (CCTV).
Familiar with Verint and March Network Systems and integration of other subsystems (CCTV).
BS: Information Technology - Data Networking and Security CognateLiberty University - Lynchburg, VA