SUMMARY:

• 11 + years of experience providing management, consulting, implementation, training, and support of hardware, and software systems for contracted businesses.
• Impacted the bottom line of operations via the introduction of process improvements.
• Simultaneously manage multiple software, hardware, and cabling implementation projects.
• Success managing people and while providing excellent customer service.
• Rapidly achieve mastery of business critical software applications and tools.
• Skilled in ability to translate requirements and critical processes into functional solutions.
• Excel in time sensitive environments to accomplish project goals while managing any constraints.
• Problem solver that will keep business objectives on track.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Project Consultant

• Contracted to assist IT and Finance with discovery and resolution of system build gaps, as well as, streamline implementation, vendor delivery issues for handoff to Oracle/Simphony global project team, technical team, and IT.
• Utilized POS implementation knowledge to coordinate rollout of network upgrades, and cutover from NCR legacy system to Oracle/MICROS SaaS enterprise solution for Confidential in DC, Baltimore, and Chicago.

Confidential, Watsonville, CA

Project Manager

• Worked with offshore development team, SMEs, vendors to define project deliverables for client and complete Oracle X - Store, Hybris, and I-Series application mapping to handoff a 310-unit chip & pin / EMV deployment to implementer.

Confidential, Dallas, TX

System Administrator / Implementation Consultant

• Coordinated field deployment; managed administration, updates of hardware and SaaS software solution.
• Systems consultant - advised project team on conversion best practices.
• Identified vendor delivery gaps, repaired hardware and software issues to streamline the tech refresh project.
• Provided project implementation oversight and tier 3 post-installation issue resolution.
• Supported Aloha Command Center, Configuration Center software and all system hardware.

Confidential

Project Manager / Implementation Consultant

• Managed software and hardware implementations from project initiation through close including: strategic planning, data migration, system application configuration, user training, user acceptance testing, and field installation.
• Gathered requirements and identify business needs or system gaps to provide customized solutions.
• Cross-functionally managed to fulfill work orders, test and complete end-user requests, monitor and control system deployments and upgrades on Aloha, Windows 8, 7, XP, and Server 2003, 2008.
• Provide tier 1, 2 and 3 level support for over 400 clients with and combined total of 1200 units.
• Incorporated priority based: product ordering, service call response, and installation scheduling to improve customer retention.
• Executed configuration of software application and system integration of COTS, legacy hardware, SaaS solution.
• Resolved stagnant project issues to clear open case docket, assuage customers, and strengthen brand reputation.
• Trained administrators to become configuration experts and competent end-users.
• Negotiated the cost-benefit of value added solutions with clients to increase product sales by 4%.

Confidential

Project Manager / Consultant

• Responsible for the phased installation, upgrade, and integration of: fiber / copper network backbone, T-1, phone trunks, circuits, legacy hardware for new Simphony SaaS system for Confidential managed airports and travel plazas.
• Conducted discovery sessions to: gather information related to customers’ existing business practices, define functional requirements, determine project feasibility, and plan best method for implementing the project scope.
• Created a new hardware warehousing process. Improved Requests for Funding Additions (RFA) and SOW documentation. This action streamlined bottlenecks in the implementation process which the resulted in $250,000 being saved through two phases of the project.
• Worked through budget restrictions, varied team experience levels, project size, and complexity to accelerate the proposed upgrade timeline.
• Obtained project approvals and procured contractors at secured sites. As a result: Denver, SAN, Anchorage, LAX, Las Vegas Int’l Airports, and the Empire State Building installations were completed with no project lag.

Confidential, Columbia, MD

Senior Implementation Specialist

• Implemented and integrated MICROS suite of front-of-house and back-office enterprise solutions (POS, wireless, hand-held, kiosk, and web-based billing, order) for major restaurant, retail, and entertainment industry clients.
• Defined and documented customer requirements, executed system configuration and customization, managed user acceptance testing, and provided end-user training.
• Led specialists and technicians on designated projects.
• Obtained client buy-in demonstrating future and “real life” system capabilities.
• Curtailed major clients’ dissatisfaction via: eleventh-hour colleague assistance, project takeover, and utilization of end-user consulting before initial rollout phase.
• Coordinated the implementation of the install from pre-installation training, through post-install “go-live” support.
• Conducted “Train-the-Trainer”, administrator, and end-user training sessions for all software modules including front office operations, inventory, payroll, billing, system administration, and report design.
• Create customized end-user documentation for clients.

Confidential, Baltimore, MD

Placement & Account

• Worked as the program consultant to create and implement ideas to streamline program workflow.
• Established relationships with major employers to influence career placement of program participants.
• Formulated training plan to bridge the instructor-cohort communication gap, resulting in 12% higher job placements.

Confidential, Atlanta, GA

Regional Manager

• Identified business problem areas to improve employee morale. Retrained and hired new staff to focus on: teamwork, customer satisfaction, increasing sales, and eliminating shrink. This action increased employee and customer retention which reduced labor cost from 34% to 30%. Food cost reduced from 31% to 27%.
• Managed P&L, payroll, inventory within budgetary constraints to return units to profit within 3 months of promotion.
• Integrated an employee cross-training program which saved each unit $75,000 annually.