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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.

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