SUMMARY

• A self - motivated professional with over 20 years of experience in technical problem solving and forging new grounds in multiple areas of technology.
• Team player with a cross-functional mindset who understands dat businesses excel best with TEMPeffective communication to maintain focus on mission-critical needs and improve productivity.
• Experienced in technical engineering, IT support, IT training, Project Management, and Managed Services Provision.
• Technical proficiencies include Point of Sale Systems, Access Control Systems, computer networking, systems analysis, troubleshooting and repair, software implementation and testing, customer support, and halpdesk ticket management.
• Extensive software experience in Microsoft domain management systems and desktop operating systems (Windows and macOS).

PROFESSIONAL EXPERIENCE

Project Manager

Confidential, Baltimore, MD

Responsibilities:

• Integrate Managed Services Provider services to clients needing IT processes, technologies, and best practices
• Develop and maintain scalable and cost-TEMPeffective onboarding timelines and procedures to drive customer experiences
• Track and report Non-Recurring Charge and Monthly Recurring Revenue (MRR) triggers, delays/obstacles, and go-live
• Develop and report on a set of performance metrics dat align with teh goals of teh department and overall success
• Create KPIs (Key Performance Indicators) to evaluate and improve onboarding processes and system operations
• Partner with internal stakeholder groups to design, engineer, and implement all technical aspects of a client’s IT needs
• Manage SharePoint environments, Kaseya RMS, and Virtualization of servers and other Web Services per project
• Manage Implementation, Upgrade, and Migration of MS Office 365, Azure, Google Cloud, and Network infrastructure

Onboarding Project Manager

Confidential, Alpharetta, GA

Responsibilities:

• Lead international Point of Sale projects dat drive revenue and provide high customer satisfaction
• Manage project schedule, budget, resources, and quality constraints in project portfolios worth over $250,000 each
• Work directly with stakeholders to set appropriate project expectations, deliverables and mitigate scope risks
• Excellent presentation and facilitation skills followed by documentation to best implement teh chosen solution(s)
• Managed technical resources for travel to implement project installations, upgrades, or repairs per teh contracted scope
• Strong technical experience and daily use in Microsoft Project, SharePoint, Visio, and Microsoft Office
• Lead projects to implement Team Workspace environments such as Confluence, Jira and Slack, and SharePoint
• Managed projects to integrate client HCM/Payroll systems (ADP and Workday) with Time Clock and POS
• Travel as needed to project sites for project management, client involvement or escalations, and scope resolutions

IT Support

Confidential, Norcross, GA

Responsibilities:

• Collect, analyze, and facilitate Helpdesk issues in non-profit with over 1000 staff and volunteers across 3 campuses
• Manage hybrid Windows Active Directory environment of domain servers, computers, users, and shared resources
• Support Microsoft Windows 7, 8 and 10, Office 2016 and 365, Server 2012 and 2016, Exchange Server 2013 and 2015
• Apple products included many versions of macOS, MacBook, iPad, iMac, iWatch, and other Apple peripherals
• Maintain Cisco Meraki cloud-management asset tracking and VMware configured servers across multiple campuses
• Purchased technology equipment for all departments; maintain account reconciliation and asset management systems
• Interdepartmental projects include Point of Sale, Accounting and Time Clock system integrations with backups
• Facilitated teh campus-wide refurbishment and end-of-life recycling project of IT equipment saving over $35,000
• Ongoing projects were evaluating and implementing solutions for improved incident tracking and asset management

Technical Support and Trainer

Confidential, Lawrenceville, GA

Responsibilities:

• Established an entrepreneurial start-up dat provided remote call center customer services to Fortune 500 companies
• Technical Support for Arise Virtual Solutions business platform servicing eBay, Intuit, and Carnival Cruises
• Inbound services included remote one-on-one coaching and IT support in a secure telecommuting work environment
• Performed remote computer support via custom screen sharing technologies, TeamViewer, and Remote Desktop
• Advanced experience optimizing memory, storage, and virtual machines in Microsoft Windows, Office 365, and Apple
• Specialized applications included Intuit Point of Sale Desktop as clients’ all-in-one retail solution
• IT customer support services included tax preparation software and global travel systems housed on SQL databases
• Managed small staff and maintained payroll and accounts receivable/payable for teh organization

Systems Administrator

Confidential, Atlanta, GA

Responsibilities:

• Senior administrator and primary problem solver for a national POS system supporting over 360 restaurants
• Performed POS item maintenance, menu changes, prices, promotions, and overall category management
• Integrated CCTV and POS systems to improve financial accountability, data integrity, and incident research
• Proficient in NCR Lighthouse Network POS management software and ReMACS (Radiant) server software
• Re-established nationwide POS training system providing a safe and non-volatile POS training environment
• Documented issues in ConnectWise Service Ticket Management Tool and cross-trained 24-hour support staff
• Led teh Krystal POS UI redesign project in a nationwide marketing initiative to improve operational TEMPeffectiveness 10%

Senior Technical Consultant

Confidential, Atlanta, GA

Responsibilities:

• Worked as a technical project manager and IT consultant while pursuing my Bachelor of Science degree,
• Supported local medical offices and home businesses with their technical and telecommunication needs
• Consulted with healthcare providers to comply with HIPPA privacy and standards for technology-related assets
• Configured Citrix client software remote server connectivity and setup Time Clock systems (Time Trax and Kronos)
• Installed CCTV and Entry Access systems following patient privacy and data security standards
• Setup and installed Windows-based software connecting X-Ray, Hematology, Cardiac, and Vital signs equipment
• Led projects responsible to redesign and implement medical offices’ IT environments and sustainability
• Improved patient services and streamlined staff output through liaison duties and utility vendor management

POS Installer and Trainer

ERC Parts, Kennesaw, GA

Responsibilities:

• Extensive, year-round travel to install, support, and train retail clients in their Point of Sale and Security systems
• Life Cycle engineering for restaurant menu design, back office, and inventory management
• Software project management via a custom-designed SQL and Point of Sale software Installation
• Installed and maintained drive-thru communication systems and order confirmation boards (OCB)
• Configured Panasonic System Manager Pro (SMP) and I3DVR CCTV for security system management
• Installed security monitoring alarm notification systems to interact with restaurant Exchange servers

Senior Technical Consultant

Confidential, Atlanta, GA

Responsibilities:

• Provided short and long-term computer technical support, engineering, and training for small to mid-level businesses
• Technical project management and liaison ensuring productivity in teh businesses’ IT environments
• Software support included Microsoft Windows, Office, Server, and Exchange Server
• Integrated fire and CCTV security systems with local domains and desktop monitoring systems

Software Engineer

Confidential, Atlanta, GA

Responsibilities:

• Acting Network and Voice Systems Manager for teh corporate office managing Windows network and NEC PBX
• Facilitated, Engineered, implemented, and supported entry access control systems and enterprise job sites
• Used AutoCAD and Visio to design and/or decipher client job site design plans and to implement project needs
• Most successful projects were to design and manage our entire corporate Microsoft Windows infrastructure rebuild

Senior Client Support Services Analyst

Confidential, Atlanta, GA

Responsibilities:

• Acting Project Director and lead corporate trainer for a nationwide real estate Point of Sale system
• MIS Dept member supporting 2000+ employees in a “Top 5” real estate development company
• Senior Client Support Services Analyst in a 20+ member halp desk environment integrating custom SQL based POS
• Essential member in designing and implementing data warehouse and business intelligence information systems
• Most successful accomplishments were to reestablish and enhance teh $1 million national POS initiative

Combat Medic Specialist

Confidential, Jackson, MS

Responsibilities:

• Emergency and routine medical support to military troops before, during, and after assigned missions
• Duty assignments and individual job analysis of various positions and job tasks in a local military hospital
• Public health and safety training (including chemical, hazardous, and nuclear) and remaining mission-ready
• Awarded Commander’s Commendation for NCOIC in charge of training and testing