SUMMARY:

To utilize my education and experience in the field of information technology in order to add value to future positions, teams and projects.

TECHNICAL SKILLS:

MS Office Proficiency

Internet Explorer

Media Manager

Windows XP

Windows Vista

Windows 7

Filing

Internal/ External Customer Service

Internal/ External Sales

Problem Solving

Analytical Skills

Communication Skills

SQL

PROFESSIONAL EXPERIENCE:

Pos analyst

Confidential, Houston

Responsibilities:

• Assist customers with their Confidential devices.
• Assist with bug fixes, database issues, configuration problems, hardware and software issues, setting up testing units, installing units on site, swapping out orders, talking directly with seller to discuss issues and break fixes

POS Analyst

Confidential

Responsibilities:

• Assist customers with their Confidential devices. Assist with bug fixes, database issues, configuration problems, hardware and software issues, and assist with SQL issues.

Mobile application support(

Confidential

Responsibilities:

• Assist truck drivers with mobile app support regarding a newly created application for iOS and Android.
• Assist with password resets, login issues, stability concerns, and overall bug fixes.
• Escalate developmental issues to the proper team and assign issues to the proper team.

POS Lab Manager

Confidential

Responsibilities:

• Administer labs for domestic and international deployment. Install firewall and data encryption programs, add/remove programs, Apprise all security protocol updates, and software versions. Maintain a cleanly environment.
• Work with CDW to install and maintain network integrity. Run cables, set up equipment.
• Label for organization. Build lab layout within Visio.

PoS Administrator

Confidential

Responsibilities:

• Administer Confidential system for 37 venues (and VMs preload - outs prior to go-live) nationwide, adjust pricing for items sold/services rendered.
• Adjust taxes for items sold per state guidelines.
• Add buttons for new menu roll outs.
• Remove buttons from previous roll outs/menu updates.
• Roll out limited time offers and items.
• Assist with hardware issues with all Confidential terminals, printers (POS and BOH), and tablet issues.
• Configure new hardware and software for all venues when received.
• Assist callers with password resets for proprietary software/internal websites, use active directory to reset US Domain accounts, global accounts, and admin accounts, Route calls and tickets to the appropriate team for resolution.
• Maintain a call handle time below 7:30.
• Communicate any major outages/issues to onsite techs for all Confidential sites. Assist callers with issues regarding their mobile devices using Mobile Iron.

Confidential

Technical Analyst

Responsibilities:

• Assist restaurants with fixing any networking related issues that may occur for the BOH, HOH, or FOH. Assist sites with replacement of damaged equipment.
• Assist techs in staging new equipment.
• Use PuTTy commands to assist with managed switches.
• Handle all telecom issues (internet, phone, WiFi, and local network.)

Confidential

Technical Analyst

Responsibilities:

• Assist all stores under the signet brand with POS related issues, also assist with any internet or phone related issues and android tablet while maintaining a good quality rating and low call time
• Maintain stores with NCR brand registers running windows 7, assist with Micros based custom POS software (XStore),
• Handle issues with cash drawers, Honeywell scanners, keyboards, mice, and any other peripherals the stores may have connected.
• Assist with android based tablets and instore dedicated hotspots.
• Work hand in hand with ISP techs and also in-house techs that are sent to stores for any internet or phone issue that occur.

Confidential

Helpdesk Technical support

Responsibilities:

• Network Administration, Malware Software, install firewall and data encryption programs,
• Assist corporate/franchise clients with their Confidential.
• Assist corporate helpdesks with reported issues
• Assist clients with Windows based back office PC for their Confidential issues on the FOH.
• Check database files using DBF viewer (or excel.)
• Adjust values within DBFs per site requirement, validate that the file is not corrupt, if corruption detected scrub the file and replace, assist clients with Confidential issues dealing with Aloha software, networking issues, windows related issues, and physical issues that occur on their front of house Confidential terminals.
• Assist with NCR/Radiant brand software issues.
• Stage new terminals remotely for restaurants/sites.
• Respond directly to corporate helpdesks regarding their issues.
• Assist other techs on the floor with issues either via chat or direct assistance.
• Take supervisor calls when needed, also filling in for supervisors when they are either sick or unavailable to work their shift.
• Maintain a minimal ASA (Average speed of Assistance) while pushing to maintain a high FCR (first call resolution.)
• Maintain knowledge of all NCR POS hospitality software/hardware changes that are implemented, along with newer versions of software.
• Maintain all client-based changes regarding installed software/hardware on sites.
• Communicate directly with other internal and external helpdesks to provide the proper support for site issues.
• Communicate directly with customer's corporate offices if needed to resolve an issue.
• Assist with hardware issues to prevent replacement when deemed unnecessary and escalating the replacement requests to our hardware team if needed for a site.