Career Profile
Results-oriented IT professional with over 15 years of experience in technical support, project management, and field service. Proven ability to leverage Aloha POS expertise for enterprise-level deployments, troubleshooting, and system optimization. Skilled at streamlining operations, managing teams, and improving customer satisfaction. Track record of reducing downtime, exceeding customer expectations, and implementing effective technical solutions.
Experiences
- Managed NCR RAL and Aloha software deployments for enterprise-level hospitality clients, ensuring seamless device integration, POS system optimization, and improved operational efficiency.
- Conducted regular maintenance checks and system updates to optimize POS system performance, leading to an estimated 20% reduction in client system downtime.
- Consistently received positive client feedback for timely technical issue resolution and POS system integration, enhancing customer satisfaction.
- Collaborated with sales, product development, and technical support teams to address client concerns and implement effective solutions for POS systems.
- Remotely diagnosed and resolved hardware and software issues for franchise and corporate restaurant locations using Aloha POS software, ensuring minimal disruption to daily operations.
- Analyzed debug log files and conducted thorough troubleshooting to identify root causes of software configuration issues, implementing targeted solutions for prompt resolution.
- Collaborated with vendors and technicians to facilitate seamless hardware setup, contributing to high levels of operational uptime.
- Managed password resets for employees across multiple systems, including Active Directory and Configuration Center, maintaining data security and access control.
- Responded to customer inquiries and technical issues related to internet and phone services, providing prompt and effective resolution to ensure customer satisfaction.
- Utilized trouble management software tools to diagnose and resolve subscriber network issues, optimizing network performance and reliability.
- Handled a high volume of customer calls (average 50 per day) while demonstrating strong multitasking abilities and a commitment to delivering high-quality service.
- Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring timely resolution and minimizing service disruptions.
- Developed and delivered comprehensive training programs for new technical trainers and staff members, ensuring consistent and effective onboarding processes for over 300 employees.
- Created engaging and interactive training materials (presentations, manuals, e-learning modules) tailored to diverse learning styles and skill levels.
- Conducted regular assessments and evaluations of staff performance based on KPIs, providing constructive feedback and coaching to support continuous improvement.
- Recognized with the Blue Diamond Club Quarter 4 Fiscal Year 2016 award for outstanding service and support, demonstrating exceptional dedication and contributions.
- Managed the product development lifecycle for various websites, overseeing backlog grooming, sprint planning, and feature prioritization to ensure timely and successful project delivery using Agile methodologies.
- Conducted user acceptance testing (UAT) for new features and enhancements, ensuring alignment with customer requirements and quality standards prior to release.
- Developed and maintained support documentation for customer-facing websites (user guides, FAQs, knowledge base articles), improving user experience and reducing support inquiries.
- Engaged with the community through email, forums, and social media platforms, fostering a strong sense of community and brand loyalty.
- Participated in community-building initiatives and responded to user inquiries and feedback.
- Moderated, configured, and deployed the official website for an open-source project.
Skills
Operating Systems
- Windows (10, 11), MacOS, ArchLinux, CentOS, Debian, Ubuntu
Desktop & Server Technologies
- Microsoft Windows Server, Active Directory, Office 365, SharePoint, Microsoft Teams, VMware, Hyper-V, RAL (Radiant Auto Loader)
Networking & Infrastructure
- Remote Desktop Services, Network Configuration (TCP/IP, DNS, DHCP), VPN Management, Wi-Fi Network Troubleshooting
Technical Support & Troubleshooting
- Hardware & Software Installation, Configuration, and Maintenance, POS System Support (Aloha, NCR RAL, Connected Payments), Debugging Log Files, Root Cause Analysis
Scripting & Automation
- Bash, PowerShell
Project Management & Collaboration
- Agile Methodologies (Scrum), Project Planning, Requirements Analysis, Use Cases, Cross-Functional Team Collaboration, Vendor Management
Web Development
- HTML, CSS, MySQL, PHP
Ticketing & Incident Management
- ServiceNow, Cherwell, JIRA, Bugzilla, QuickBase, Remedy