Business Growth POS Project Management Process Design Call Center Management

PROFILE

• Exceptional accomplished solution-driven professional with proven ability to plan, lead and complete initiatives, design and implement process, initiate and enhance client relationships, maximize revenue and drive efficiencies. Over Twenty five 25 years in the Hospitality Industry--fifteen 15 spent in Hospitality Technology Sales and Service and five 5 years as an investor/operating partner for a restaurant group. Responsible for all aspects of internal technology as well as providing innovative solutions for our customers.
• As a Business Owner, Service Manager and Sales Engineer I have a bottom-line oriented mindset that drives delivering comprehensive technology solutions that result in a high ROI. I take a multi-disciplined perspective look to present an overall solution that combines ease-of-use, guest marketing, enterprise reporting, credit card processing, data security and push mobile information reporting. I understand the necessity of setting customer expectations, clear communications and delivering on promises.

Areas of Expertise

Leadership Strategic Planning Project Management Customer Relations Process Improvement Team Building Business Analytics Service Marketing Web Design Data Security PCI Application Software Implementation Software Development Software Testing Workflow Analysis Technical Writing NCR Aloha POS Food Service Inventory Business Management Programs Vendor Management

PROFESSIONAL EXPERIENCE

Confidential

• Developed Policies and Procedures for the implementation and support of Hospitality Products.
• Acted as Senior Escalation Technician on unresolved Customer Service Issues.
• Administrate Microsoft 2010 Active Directory and Exchange Server.
• Built-out company's VoIP Phone System encompassing sub-offices working closely with vendor to design the Call Center software for our organization.
• Implemented Salesforce.com integration with Quotewerks sales quoting software for quoting new systems and pipeline dashboard reporting for executive team.
• Selected and configured Wrike Project Management Software in conjunction with online forms thru formsite.com.

Act as Company internal PCI Specialist and Customer PCI Consultant

• Established company PCI Playbook establishing for customers how our company operates in compliance with PCI-DSS.
• Design and implement Security Event and Information Management SEIM controls for our company including building multi-factor authentication remote access for Sales and Service reps to use outside of the office.
• Performed gap analysis and prepared reports to identify applications and business processes that fell short of PCI standards.
• Established on-going processes to ensure that all new applications and procedures meet PCI standards.

Confidential

Took Kline Cash Register from a small Cash Register Sales and Service Company to a regional Aloha POS Service and Sales organization. Internationally recognized as 1 of the top POS service organizations. Grew Aloha Support team from 1 technician me to eventually lead a team of 10 technicians while maintaining their certifications and proficiencies. Grew our POS customer count from 1 to over 450 from the ground up. Implemented the same solution thinking to infrastructure optimizing technology with the goal of delivering consistently high customer experience, timely management information, and at the same time delivering a strong a bottom-line result.

Director POS System Sales and Support

• Implemented Key Metrics for tracking Service and Support Performance.
• Increased renewal rate on Call Center Contracts from 20 to 60 in 3 years.
• Grew Hardware Contract revenue from 10 to 45 in 2 years by restructuring offerings.
• Reduced collections by over 70 by tightening customer terms, improving cash flow.
• Appointed member NCR Hospitality Channel Partner Advisory Board providing product improvement advice.
• Leverage in-depth Radiant/NCR product knowledge and diagnostic tools while simultaneously staying current with ever-changing offerings and knowledge transfer/sharing with others.
• Mentored training of new Account Managers sales staff Certified NCR KULA Camp Sales Coach
• Changed Business Technology used installing and integrating 3 separate programs an ERP, a CRM, and a Sales Tracking Tool. Wrote much of the connector software.
• As a Sales Engineer, annually generated between 500K and 750K in New System Sales.

Act as Company internal PCI Specialist and Customer PCI Consultant

• WatchGuard SonicWALL Unified Threat Management Firewall administration and policy management for 150 customers. Monitoring for vulnerability and potential exploitation or breach activity.
• Strong understanding of PCI DSS requirements including application level security standards and best practices.
• Advise customers on potential issues with Malware and/or Crimeware and how to successfully maintain their systems to keep these from becoming an issue.
• Assist with forensic investigations by authorities on potential incidents.
• 0 ZERO reported incidents of breach activity reported during the time period that we implemented this program with our customers.

Confidential

• Established standards for New Aloha System Builds including hardware, OS, and application.
• Oversee development and support documentation maintenance to effectively meet and exceed company and customers' needs.
• Act as point of escalation for complex technical issues that reach beyond the skill of a support technician.
• Successfully provide feedback on product and process initiatives developed in other areas while performing onsite troubleshooting and research as required.
• Actively manage employee scheduling for department, including Help Desk and after hours on-call rotation.
• Directly install assigned new releases in lab environment to test installation procedure and perform routine testing and documentation for installation.
• Successfully implemented Aloha POS rollout for Bridgeman Foods Chili's at 125 locations on aggressive 6 store per week rollout schedule In fact, became Radiant/NCR's dealer of choice for Chili's Franchise Installations. Followed up with successful roll-out with Valenti Management's 17 Chili's locations out of Memphis, TN in 2012 .

Confidential

• Responsible for the successful configuration of all Point of Sale solutions for customers including hardware and software implementations, while ensuring customer satisfaction and quality according to a project plan and documented requirements.
• Provided 1st Level Help Desk support for customers on all product offerings, including the Aloha Point of Sales system and its various modules, while ensuring customer satisfaction and quality.
• Actively interface with Vendor NCR Help Desk to provide final resolution to customer issues.
• Effectively record and detail client issues as required throughout the case management process.
• Continuously respond to client cases and field inquiries in a timely, effective manner while solving highly technical inquiries and seamlessly reproducing technical issues, including utilizing tools and detailed documentation as needed.
• Proactively resolve client support issues from case logging to escalation management through to resolution by communicating directly with restaurant Operators or stakeholders.
• Achieved one of 1st ever Aloha Platinum Certification for technical support achievements.
• Voted MVP Technician I'd most like to have on my team by top Aloha Technicians in the country.