Senior Application Engineer, IT Resume

SUMMARY

HDI Certified Support Center leader with 10+ years of proven success developing software, hardware, and providing technical support for a Fortune 500 retail food organization.
Leverages a strong technical and leadership background, overseeing teams to support helpdesk operations, testing, and upgrades.
Strong project manager, delivering exceptional value and contributing to a positive overall customer experience.

PROFESSIONAL EXPERIENCE

Confidential

Senior Application Engineer, IT

Responsibilities:

Selected as a contributor for PCI certification and the creation of the VDI environment.
Created a self - hosted server environment for NCR application suite in three months.
Administered over 4000 stores and 200+ users for NCR above store applications
Developed pulse mobile application for Confidential ’s use
Planned, Tested and implemented all roll-outs for NCR suite upgrades
Worked with Vendors to coordinate updates, needs and patching

Customer Support Specialist

Confidential

Responsibilities:

Maintained installation and updates for servers.
Monitored performance levels for Level 1 agents and provided feedback and coaching.
Effectively communicated all procedure changes to agents.
Assisted executive leadership with reporting and analysis by providing Crystal reports.
Managed new equipment rollouts and special projects, including the Winter Olympics and store recoveries.
Rebuilt the helpdesk staff post-merger, established a knowledge base, and generated a workload projection for management.
Developed and launched a scheduling system utilizing the planet software.

Technical Support

Confidential

Responsibilities:

Maintained new equipment rollouts and special projects, as well as provided reporting to executive leadership to aid in decision-making.
Provided troubleshooting for support issues with franchise, end-user, internal websites, and store.
Served as the primary contact for restaurant Point of Sales and MWS server support.
Supported outside displays for Accuview and Delphi units.

Confidential

Owner-Consultant

Responsibilities:

Maintained database management for predictive maintenance.
Provided year-end financial auditing, as well as payroll accounting for 8 consultants.