SUMMARY:

Experienced Technology Professional offering 6 years of experience in the Point of Sale Technologies, with 4 of those years being dedicated to POS SDLC, Retail Technology/Business alignment and customer service. Expertise includes IT process improvements, Register/Server troubleshooting, New Store Setups, PBX/VOIP System troubleshooting, system status reporting, new technology assessments, call center operations, retail IT technology training, system testing & debugging and vendor relationship management.

EDUCATION

Master of Business Administration

Bachelor of Science, Management Information Systems

CAREER EXPERIENCE

Confidential,2010 to Present

RETAIL APPLICATIONS ANALYST
Joined $1.3 billion Company based on in-depth understanding of technology and a keen ability to analyze Retail technology and its impact on business operations. Primary role entails supporting Retail Applications which include Epicor POS, AJB Credit/Polling, Disaster Recovery Applications, Aspect Loss Prevention, Central Returns Management and PCI Compliance requirements at all 365 locations. Also deeply involved in POS application level support, quality assurance, E-Com/Retail Store integration, Mobile Store testing, release deployment, application enhancement support, Tax changes, modification and functionality support and internal/external customer support.

• Selected by senior executives to participate in the opening of the company’s first global location in Toronto. Successfully collaborated with four vendors to deliver a $3.8 million chip-and-pin Credit/Debit technology project on time and 7% below budget.
• Presided over release management and integration activities, interfaced with a gift card vendor, credit card processor, applications provider and credit switch provider to ensure a seamless integration.
• Managed projects to support devised strategy that supported web-to-store, store-to-store, Internet-to-distribution center and store-to-distribution center returns as well as cross-border gift cards. Complex project involved foreign currencies, exchange rates, international customs and shipping aspects, and several banking institutions. Management skills enabled project to be delivered on time and on budget; supervised staff members during project.
• Spearheaded a large project to integrate WMS, E-Commerce and retail location transaction feeds to a corporate loss prevention system. Interacted with the Loss Prevention Department to help them improve internal and external fraud investigations and contributed to revenue retention.
• Ensured compliance and enabled company to avoid paying annual penalties to PCI regulatory agency by independently managing a Windows security patch project involving 1,500 retail devices.

Confidential,2007 to 2010

POS SYSTEMS ANALYST
Joined an apparel company with 165 stores operating in 10 states. Member of the Information Technology Division in charge of troubleshooting, maintaining and supporting software and hardware for end-users at the store and corporate level.

Technology role focuses on hardware and software deployment analysis, new technology analysis and recommendations, new code analysis and debugging, software/hardware implementation and upgrades, new site start-ups, vendor installation oversight and technical document development,

• Proven expertise in debugging, diagnosing, installing SAP-Triversity System which included back office apps, store polling, credit authorization services and sales-reporting
• Investigate issues pertaining routers, modems, switches, patch-panels and in-store cabling for all the troubled sites.
• Successfully designed, planned, tested and implemented a DigiPOS servers and pin-pads throughout all retail locations without problems; success provided the way for an 80% increase in system productivity.
• Successfully managed new store projects which included installation and testing of all the new hardware/software technologies at new locations.
• Acquired and installed system lockdown software which enabled all retail sites to safeguard their data and IT assets against external threats. Project also lowered insurance costs 20%.
• Actively engaged in coaching associates on company technologies and worked as part of inter-departmental training teams.
• In-depth knowledge of supporting, monitoring and installing Intranets, WAN, LAN, PBX systems, TCP/IP and remote control technologies.

Confidential,Clifton, NJ2006 to 2007

SENIOR SYSTEMS TECHNICIAN
Hired by an $800 million company and joined a high-volume call center supporting both domestic and international stores. Focused extensively project management, software development team participation, call center operations, customer relationships, staff recruiting and management, staff coaching and development and business report development.

• Proven track record in providing high level support for all hardware, software and network related issues for all Retail stores.
• Exceeded management’s expectations by meeting time lines defined by Service Level Agreements and was recognized as a talented person able to troubleshoot third level trouble tickets
• Engaged in troubleshooting and supporting Windows Servers, Manager’s PC, IBM registers, Gift registry PC’s and software, Wyse terminals, IBM thin clients, Symbol PDT-6140, MC 3000 RF devices, WS2000 Access points Lexmark printers, In-store Pickup and Guest fulfillment systems using Heat Ticketing system.
• Member of team involved in new store technology implementation, new store projects and contributed to success related to technology implementations and testing processes
• Provided support for NCR and CRS applications including back office applications, polling and credit authorization systems, hardware, communications within the store.
• Voluntarily took upon new responsibilities which included providing extensive training to new hires and mentoring them as part of company’s mentoring program.

TECHNOLOGY COMPETENCIES

Hardware: Dell, IBM, DigiPOS and HP Servers, Mainframe and AS400 infrastructure, IBM Retail Hardware and Firewall Switches

Business Software: Win 2008/XP/WePOS/POS Ready, PBX/VOIP Systems, Epicor Retail, Aspect Loss Prevention, AJB Pathfinder, Triversity SAP, NCR Retail, CRS Retail, Heat Ticketing System, SMS, VNC, NetOP, RDP and Logmein

Networking: LAN and WAN Technologies, Cisco Routers, Linksys switches, CAT5/6 technology, Fiber optic cabling