SUMMARY

• A proficient and results - driven technology professional with technical and management abilities.
• Experience in documenting business requirements, quality assurance, data collection, user testing, managing product backlog, data processing, productivity reports, documenting processes, tracking logs, interpreting results, and analyzing reports/documents.
• Utilizing detail-oriented acumen, identify inconsistencies, apply corrections, and create routines to prevent future incidents.
• Customer Service oriented with proven talent in problem solving, communication, and interfacing with upper management.

PROFESSIONAL EXPERIENCE

Miami, Florida

Responsibilities:

• Work closely with software development team and stakeholders to understand, prioritize and estimate development resources required for new features in addition to enhancements and bug fixes.
• Elicit high-level requirements using interviews, document analysis, requirements workshops, storyboards, surveys, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis, and/or viewpoints.
• Gather and document business requirements in support of Subway’s Point-Of-Sale (POS) software, SubwayPOS®.
• Work with the Product Owner and the rest of the Scrum Team to keep projects and products on track to deliver on time/budget.
• Create comprehensive user stories with thorough acceptance criteria for development work.
• Analyze business requirements and document them appropriately in the form of user stories in Jira and/or Azure DevOps.
• Lead team meetings when necessary during Sprints, including, but not limited to Grooming sessions, Demo ceremonies, Retrospectives, and Sprint Planning sessions among the Scrum Team, including Product Owner and lead developers.
• Create and maintain product backlog items, bugs, features, etc. in JIRA and TFS / Azure DevOps for story tracking and documentation.
• Ensure production-ready products meet business and technical expectations while following the Agile-Scrum process framework.
• Analyze current product functionality and help identify important usability gaps early on.
• Work cross-functionally with internal and external stakeholders, including Digital, Mobile, Support, Middleware, Menu Manager, and UI/UX teams in order to manage expectations and timelines.
• Facilitate interactions with the Product Design, Business, and Technical teams in support of roadmap implementation.
• Identify, manage and work to solve problems uncovered during the development and implementation process.
• Assist UI/UX designers, QA testers, and Developer teams with product analysis including quality assurance, usability testing, and UAT / Beta Testing.
• Act as the product expert and assist other departments with system and demos of new features.
• Lead and create deliverables for all aspects of business analysis and functional design for Subway initiatives including functional specification creation, use cases, scenarios and visual mock-ups for all groups who base their work on these, including internal development, operations, and technical partners.
• Track requirements via analysis and verification including managing prioritization and change requests.
• Partner with internal and external development partners in the creation of Acceptance Criteria to provide maximum coverage for our products and within our user groups.

Technology Support Manager

Responsibilities:

• Manage technicians supporting Subway’s proprietary POS software (SubwayPOS®) and hardware terminals for thousands of Subway restaurants world-wide.
• Define and establish schedules for support team to ensure adequate coverage.
• Create/run/analyze reports, dashboards, scorecards, and performance analytics with a purpose to identify trends and insights and coordinating follow-up improvement efforts.
• Designing workflows and diagrams to support various teams including business and technology
• Assist Business Analysts working as a liaison between the field and support/retail teams with needs related to service and support pertaining to the Software Development Life Cycle - SDLC.
• Perform queue management by monitoring ACD and ITSM tools while coordinating efforts to prioritize and ensure service level agreements are met to ultimately provide a best in-class service and support.
• Create and edit new and existing process and procedures for inclusion in the Support Center's Standard Operating Procedure (SOP) manual.
• Enforce quality of service guidelines for dealing with customers, completing services and overall customer satisfaction.
• Writing requirements based on end users support needs including KO’s.
• Exceptional understanding of ITIL principles and processes.
• Train helpdesk staff on operational procedures.
• Follow up on actions prompted from SLA breaches, customer feedback, supervisor feedback, e-mails, and various other feedback mechanisms concerning coaching opportunities and procedural misses with technicians.
• Manage/oversee a group of 50 technicians both direct and remotely.
• Select and train help desk new-hires.
• Provide backup assistance to the Support Center Manager, as required.
• Responsible for the service quality of a team of technicians by analyzing and auditing call recording, ticket documentation, and various other communication mediums to ensure customer service and technical troubleshooting excellence and regularly filling out and reviewing audit scorecards.
• Act as incident manager for major incidents, as defined by ITIL, during normal business hours, after-hours, weekends and holidays, if required.
• Coordinate appropriate resources and liaison between the necessary teams to resolve critical incidents in accordance with SLA's and OLA's.
• Update incident reporting systems with resolution information.
• Coordinate, manage, and keep chronological reports of events during incident management.
• Attend and participate in daily/weekly department and team meetings.
• Collaborate with different departments to get up to date with software changes and support needs.
• Work closely with International Business Analysts to follow up with issues and concerns from the field.

Confidential, Miami, Florida

IT SPECIALIST/CONSULTANT

Responsibilities:

• Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems and related infrastructure
• Provide efficient and cooperative technical support assistance to an array of clients from different industries including accounting firms, law firms, construction, real estate, etc.
• Timely recognition, isolation/escalation, resolution and follow-up of submitted tickets
• Perform account management duties aimed at managing client relationships
• Provide detailed documentation of projects/tasks
• Develop/document user and instructional materials
• Administer weekly morning meetings for techs and staff
• Consult with end-users and offer guidance on technology use as well as best practices
• Experience utilizing Jira and Confluence in creating, tracking, and documenting requirements and workflows to support the business and technology.
• Manage a variety of system infrastructures according to client's’ specific environments
• Installation, configuration, and support of LAN, WAN, and Internet systems
• Provide network and server troubleshooting
• Support Confidential Windows XP/7/8; Server 2003/2008/2012 ; and OS X Server environments
• Installation/management/troubleshooting of Access Points, routers, switches, modems and other network devices.
• Well-rounded in Windows server technology, Active Directory and common network protocols.
• Install, configure, assemble, and repair computers, network infrastructure and peripherals such as printers and related hardware.

Confidential, Miami Beach, Florida

Responsibilities:

• Assisted customers with computer / mobile phone troubleshooting
• Installed and handled new software setups including MS Office and A/V’s
• Created logs for incoming and outgoing repair / setup services
• Worked main registers for product return / exchanges
• Assisted Managers with technical repairs
• Met required sales goals for services
• Created documentation for repair and software services

Confidential

ANALYTIC LINGUIST

Responsibilities:

• Interpret, translate, transcribe, and monitor real-time audio for a variety of government agencies.
• Translate and transcribe data from English to Spanish on stored media.
• Organize typed English translations from other source media.
• Convert sensitive media files utilizing a variety of computer tools.
• Assist supervisors and managers with daily duties.

Confidential

ASSISTANT MANAGER

Responsibilities:

• Consistently oversaw inventory control, ordering, and storage management.
• Utilized Intuit QuickBooks effectively for business transactions.
• Organized time efficiently in order to complete daily goals.
• Increased sales through consulting with the clients and building rapport.
• Completed accurate and detailed sales contracts in a timely manner.

TECHNICAL SKILLS

APPLICATIONS/SOFTWARE: Confidential Office Suite/365, Kaseya RMM, AutoTask, N-Able, VMWare, MSP-Anywhere, RealVNC, LogMeIn Rescue, Rackspace, Passportal, Atlassian - Confluence & Jira, TFS / Azure DevOps, Asana, Avaya Phone Manager, Fortinet Manager, Zendesk Suite, ITGlue, Elastix PBX, SubwayPOS, SubShop2000, BMC Footprints, Confidential Finesse, Confidential Unified Intelligence Center, Confidential MediaSense, Pomeroy Service Information Management System, IBM BigFix Console, TeamViewer, Amazon Connect - Cloud Contact Center

PROGRAMMING LANGUAGES: Windows XP/Vista/7/8/10, Windows Server 2003/2008/2012, Windows SBS 2011, OS X Server, C++, Java, XHTML/HTML, XML, CSS, Assembly Language, SQL

NETWORKING: Network Topology (LAN/WAN/Star/Ring), Active Directory, DHCP/TCP/IP, DNS, VPN

HARDWARE/ S/OTHER: Confidential Routers/Switches/Wireless controller, Hubs/Switches/Routers, Bridges/Cabling, MFC/Network Printers, Ubiquiti AP’s, Sophos/Sonicwall/WatchGuard Firewalls, Synology NAS, APC Battery Backups, Avaya IP Office, POS systems.

TECHNICAL SKILLS

• 10+ years of experience in the Technology field working in multiple areas that have allowed me to display my abilities to produce in various roles including liaise between a variety of teams to ensure successful outcomes with projects and tasks.
• Team player with proven accountability to work both within a team environment or alone in order to get the job done.
• Great verbal and listening skills which allow me to effectively interact with other team members at any level.
• Natural problem-solver who uses technical and creative skills to solve problems.
• Quick learner who accepts and learns from criticism and adapts to new environments and challenges.