Lead, Retail Information Technology Analyst Resume San Francisco, CA - Hire IT People

TECHNICAL SKILLS:

POS Server and POS registers support Triversity & X - Store : Apple Mobile POS supportSymbol Scan Gun Avalanche support Software; ePlanner, Dayforce, Outlook O365 Support

AirWatch Mobile Management : Aruba AP web console

Remote desktop services ; RDP, SCCM Deployments : Service Now reports, metrics and ticket management/Problem Tracking

Microsoft Exchange - Mailbox creation and O365 Migration : ITIL Process and Principals

AD Computer and User Maintenance : Red Prairie - Scan Gun tool

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Lead, Retail Information Technology Analyst

Responsibilities:

Responsible for providing 2nd level Lead Retail IT Support for US and Canada locations. Main Support Analyst duties include: technical writing of Run books, problem management, coordinating all Service Now tickets and identify incoming incidents. Create post incident reports on major P1 and P2 issues to analyze route cause of issue, create and attach problem solution tickets for global issues. Communicate and train all updates and new technology releases to stores and internal employees, attend and facilitate most Retail IT meetings to discuss changes and retail support improvements.
Retail Support duties include; providing 2nd level support escalations from Taos Help Desk, work with Engineers and Developers to communicate and resolve 3rd level issues. Troubleshoot and resolve store technology with store employees or dispatch technicians. Provide 2nd\ 3rd level support for hot items such as POS registers, mobile POS and store connectivity issues. Provide TCP\ IP support, Exchange, AD and Sephora internal applications and NCR parts+ tech dispatch.

Confidential, Pleasanton, CA

Desktop Administrator

Responsibilities:

Lead Support role for desktop and end user technology, daily duties include technical writing of IT Binder for new or updated procedures, lead small scale deployments projects such as; Windows 7/8/10, PC hardware and latest mobile devices and software. Other Lead Support responsibility includes tracking and documenting project roll outs and working with Network Management, IT management and other groups on reporting.
Desktop Support technical support duties include; managing incoming tickets to appropriate channel, resolving all issues before SLA and 1st response to VP and Executive support. Other duties include addressing all hardware\software break fix incidents and request, also managing incoming Help Desk calls and 2lv support.

Confidential, Emeryville, CA

Retail Support Desk

Responsibilities:

Address all incoming escalated incident tickets from lv1 Help Desk, prioritizing all SLA incidents and addressing major impact P1\P2 issues by Confidential ’s emergency procedures. Dispatching parts and RTG\NCR techs for escalated on site incidents. Lv2 soft incidents include; POS offline\down, POS hardware, POS port miss-configuration, order menus screen and digital signage. Other technology include all back of the house wireless devices such as; Meraki AP, 3G modem, HP switches, routers and working with LEC and reporting to Lv3 engineers to help resolve critical issues.

Confidential, San Leandro, CA

Support Specialist II

Responsibilities:

Desktop Support, technical support duties include; managing incoming tickets to appropriate channel, resolving all issues before SLA and 1st response on-call to directors and VP’s. Other duties include; addressing all hardware\software break fix incidents, hardware\software and mobile request. Lead support for Windows 7 deployment refresh project.
Telecom Support, provided soft support for desk phones and functions, IP Phone administration. Physical telecom supports include termination of cat5e, cat6, network infrastructure routing and terminations of 110\66 blocks and patch panels.

Confidential, Tracy, CA

Help Desk\Desktop Support Specialist

Responsibilities:

Support Specialist, technical support duties include; managing incoming tickets to appropriate channel, resolving all issues before SLA and minor Executive Support. Other duties include; addressing all hardware\software break fix incidents, IP phone administration and junior administrator for AD User\Computers and Exchange, SCCM remote package push and general remote support for internal applications.
Support Specialist duties also included minor telecom remote or onsite support on copper connections and network topology and termination.

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Lead, Retail Information Technology Analyst Resume

San Francisco, CA

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