Program Manager Level -3

Skills

Employment History:

Confidential

IT Manager

• Managed and coordinated 18 Windows 2003 based POS servers in various stadiums and arenas.
• Created and maintained IT project plan that communicated tasks, milestone dates, status, and resource allocation for all micros upgrades in the company.
• Assisted technical team with design and development tasks. With extensive support in AVAYA phone system.
• Modified computer database including related reports and documentations.
• Facilitated a large scale system upgrade project to upgrade 6 Sites from various POS systems to Micros.
• Managed and oversaw POS system in several high profile sports and entertainment venues. Including Churchill Down, USTA, Green bay Packers and Nationals Ball Park.
• Key employee in managing 9 high profile S E locations with more than 300 POS terminal and more.
• Help develop employee check-in system for concessions in MS office access.
• Managed and supported all day to day IT need like call center support for the team in different locations.

Confidential

IT Project Manager

• Oversaw a staff of 3 to 4 members and 2 employees responsible for reporting new opening projects.
• Worked with VM Ware and Remote server Management as well as on active directory.
• Helped revamp the customer support structure for the Call Center in IT Support and set up/repaired servers POS Equipment. Using Remedy CRM system for support and also assisted with bomgar remote support.
• Formulated and developed New Store Opening project tracking website, tracking over 400 opening per year in airports across the United States, Canada, and India.
• Managed and coordinated 320 UNIX based POS servers in all airport, travel plaza, and mall locations.
• Created and maintained IT project plan that communicated tasks, milestone dates, status, and resource allocation. In MS office 2007 and 2010
• Performed desktop application software installation and upgrades, network configurations settings and troubleshooting of hardware on systems
• Assisted technical team with design and development tasks. Including workstation upgrade from windows 200 to Windows XP machines
• Modified computer database including related reports and documentations.
• Facilitated a large scale system upgrade project to upgrade 72 servers from UNIX SCO 2.5 to 3.00.
• Managed and oversaw credit card drivers' upgrade for company POS system in all airports, travel plazas, and mill malls.
• Key employee in managing 210 new restaurant and retail store openings in 2008.

Confidential

Field Service Technician

• Performed and maintained set-up, repairs, installation, and reprogramming of equipment and software.
• Provided phone support to customers and technicians in addition to customer site support with network issues. Using Bomgar remote support and clarify to track tickets
• Prepared and modified computer database, and related reports and documentation as required.
• Maintained continuous communication to customers to determine and review hardware, software, or system functional specifications and obtain initial customer sign-offs prior to system installation.
• Ensured smooth installation process and minimized post-installation support requirements.
• Provided live support coverage at customer sites on and after the system live date as budgeted and required by the customer to ensure a smooth transition to their new system and minimize post-installation support requirements.
• Performed inspection, diagnosis, and repair on customer equipment located at an off-site, field location.
• Troubleshooting MAC network printers and MAC OSX 10.5, 10.6 laptop and desktop issues
• Communicated repair options to customers and completing the repair in an efficient, timely manner in order to satisfy customer needs and achieve department profitability goals.
• Key team member of a 9 people team working with UNIX SCO servers, windows sever 2003, and involved with setting up and deploying servers all over the region over 350 servers .
• Worked with DB SQL in setting up database for the clients from the first consultation to the end install

Confidential

Assistant Director of Training/Opening Consultant

• Produced and facilitated training for New Franchises and the Manager joining in the company.
• Supported the franchises complaints regarding any computer problem in the hardware field on site.
• Provided technical support for the POS system used by the company Micros 3700 .
• Managed and maintained customer service relations, inventory, employee satisfaction, and new management teams and franchises training.
• Oversaw the training and development of existing employees and new additions to the management team.
• Evaluated the effectiveness of existing training strategies, resources, methods, processes and evaluation techniques.
• Conducted and supervised programs for employees towards workforce development, productivity enhancement, quality of work, and building loyalty to the firm.
• Managed a 15 people team including 4 employees directly reported to me.
• Helped setup active directory for the company while managing and deploying companywide directory.

Confidential

Restaurant General Manager

• Managed and maintained customer service relations, inventory, employee satisfaction, and new management teams.
• Oversaw the training and development of existing employees including new additions to the management team.
• Conducted and supervised programs for employees towards workforce development, productivity enhancement, quality of work, and building loyalty to the firm.
• Provided technical support for the POS system used by the company.
• Oversaw daily operations of the store, handled daily shift, and managed customer service relations, inventory, employee satisfaction, and trainings.

Confidential

Field Service Tech

• Worked with McDonalds in developing a better way to communicate and deploy solutions for the field service techs to handle the repair calls
• Resolved daily customer complaints regarding on any PC or POS problem in the hardware field on site.
• Managed inventory and acted as McDonalds Specialist in charge of the store and handling shift.

Confidential

Restaurant General Manager

• In charge of the store, handled daily shift, and managed customer service relation, inventory, and the store in Olney with 45 crewmembers.
• Managed and maintained customer service relations, inventory, employee satisfaction, and new management teams.
• Oversaw the training and development of existing employees and new additions to the management team.
• Conducted and supervised programs for employees towards workforce development, productivity enhancement, quality of work, and building loyalty to the firm.
• Provided technical support for the POS system used by the company.