SUMMARY:

• An accomplished Operations and Project Manager who offers a track record of in astutely managing scope, resources, and team members. Demonstrates excellence in carrying out multiple technical assignments simultaneously while working directly with clients to ensure of all customer expectations. Provides leadership in creating solutions that meet client needs and resolving concerns with a range of technical products. Oversees implementation and/or upgrades of software, hardware, and networks for diverse customer sites and locations. Core strengths include:
• SAAS IT Project Management Implementations/Upgrades Migrations Communications Strategic Planning Inventory Control
• Resource Management Operations Management Customer Service Troubleshooting XML Solutions Development
• Problem Solving JSON Team Leadership Zendesk Jira Zoho Desk Confluence Computer Repair MS Office Windows System Admin Customer Onboarding POS/EFT Payments Processing Active Directory Postman Microsoft Exchange Account Management Smartsheet AWS QA Remote Support Jenkins Release Management Empathy Active Listening Jumpcloud SQL
• Managed and supported more than 200+ application implementations of Electronic Funds Transfer software at retail, venue, and hospitality sites for Shiji Payment Solutions.
• Drove processing of $3M to $5M in revenue for venue sites such as Mercedes Benz Stadium, Oracle Park, AT&T Stadium, Hyatt Hotels, and Equinox Fitness.
• Managed specialists in installing and monitoring system performance of IT/EFT/POS software implementations.
• Demonstrated product functionality to 200+ artists, industry professionals, and musicians for Confidential .
• Delegated duties for a team of eight specialists at ThyssenKrupp Elevator, handling and resolving more than 40 technical issues daily from three divisions in support of an organization with 118,000+ employees worldwide.

PROFESSIONAL EXPERIENCE:

Confidential - Atlanta, GA

Technical Systems Specialist

Responsibilities:

• Supported and participated in user acceptance testing (UAT) and activities.
• Evaluates, prioritizes, and answers software service requests that are received from clients via email, phone, and/or web to ensure proper performance and functionality.
• Evaluates VAR sheets during implementation/onboarding to ensure successful payment processing and fund collection into designated merchant accounts.
• Configure POS and ERP with supported payment methods, tender types, and merchant credentials.
• Build / configured, test, and performed implementation of hardware, peripheral equipment, and related software.
• Identify areas for implementation improvement.
• Attend daily Scrum meetings to address backlog and any pending bugs

Confidential - Atlanta, GA (Contractor)

Product Specialist

Responsibilities:

• Work directly with customers to understand their needs and develop appropriate workflow solutions. Provide base - level IT support to non-technical personnel within the business while educating clients on industry trends.
• Install software, modify and repair hardware, and resolve technical issues for dozens of clients each event.
• Remain up-to-date on the latest technologies and solutions applicable to company products.
• Represent the organization at industry functions and trade shows, including presenting system and hardware capability at A3C Music Festival in Atlanta, GA.

Confidential

Technical Support Representative

Responsibilities:

• Resolved problems with faulty or malfunctioning hardware/software and followed - up with clients to ensure optimal satisfaction.
• Senior Operations Manager/Director of Operations
• Manage resources and scope of projects, overseeing technical requirements gathering, customer service and problem-solving, IT/EFT software implementation, QA, and relationship management with key partners.
• Oversee document management using Confluence and sprint management via Jira.
• Participant in all stages of the Software Development Life Cycle.
• Install software, update, and repair hardware, and resolve technical issues for clients while ensuring network, system, and data availability and integrity through preventative maintenance and upgrades.
• Manage call flow and responded to technical support needs of customers using Zendesk/Zoho Desk applications.
• Address issues with malfunctioning products and create cases/claims for damaged, lost, or displaced packages.
• Remain up-to-date on the latest payment technologies and solutions applicable to company products.
• Supervise weekly scrum to ensure deadlines and client expectations were met.
• Managed specialists in installing and monitoring system performance of IT/EFT/POS software/hardware implementations.
• Primary point of contact for all post-sales activities including but not limited to customer on boarding, product, technical support, and assigned account management duties.
• Identify areas for implementation improvement.
• Analyze, evaluate, and test POS/PMS applications to gateways and acquiring hosts.
• Triage processing issues with payment gateways, vendors, and issuing banks.
• Monitor live error logging in restaurant, venue, retail, and hospitality environments to determine resolutions using software/hardware specifications.
• On-site and remote support of payment terminals, middleware, and POS systems including but not limited to firmware updates.
• QA/UAT of card payment entry modes and messaging using REST and other applicable proprietary systems.

Confidential

Service Desk Coordinator

Responsibilities:

• Provided base level IT support to non - technical personnel and resolved client issues in a timely and effective manner.
• Ensured network, system, and data availability and integrity through preventative maintenance and upgrades.
• Installed software, modified and repaired hardware, and resolved technical issues.
• Managed call flow and responded to technical support needs of customers.
• Resolved problems with malfunctioning products.
• Created cases and claims for damaged, lost, or displaced packages.
• Led six technical direct reports, scheduling work while overseeing network activities. Managed timelines and flagged potential issues; prepared project status reports by collecting, analyzing, and summarizing information and trends.
• Spearheaded SunTrust server migration, resulting in an 87% project goal completion.
• Cut server downtime 50% in two months through effective resource scheduling.

Confidential

Technical Support Representative

Responsibilities:

• Resolved problems with faulty or malfunctioning hardware/software and followed - up with clients to ensure optimal satisfaction.
• Answered 37 incoming calls daily from residential and small business customers.
• Remained up-to-date on the latest technologies and solutions applicable to company products.
• Sorted and routed incoming correspondence and messages and communicated clear targets and objectives to other team members. Controlled classified documents and provided subject matter expertise in tactical and technical guidance. Monitored timelines and flagged potential issues to be addressed.
• Directed quality assurance efforts to maximize delivery efficiency and minimize late/inaccurate deliveries.
• Implemented a set of comprehensive tracking processes to monitor Munitions Systems' performance. Coordinated USAFE munitions redistribution for 167 items valued in excess of $5.8M; led organization in clearing a two-year backlog of unserviceable assets.
• Conferred with customers by telephone or in-person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints. Referred unresolved customer grievances to designated departments for further investigation. Followed-up to ensure appropriate changes were made to resolve client issues.