SUMMARY:

• 14 years of POS support experience.
• Experienced in managing a team to drive business initiatives.
• Developed project management skills through experience in the fast food and casual dining industries.
• Project management experience
• Strong knowledge and experience opening new restaurants
• Extensive knowledge of Windows Networking.
• Strong knowledge of WAN technologies.
• Strong knowledge of Windows 2000, Windows 7 and Windows 10.
• Excellent phone etiquette and customer service skills.
• Bilingual in English/Spanish with the ability to translate
• Ability to prioritize workload.
• Good understanding of relational database and their implementation in POS systems.

EXPERIENCE:

Confidential, Studio City, Ca

Manager of Restaurant Technology

Responsibilities:

• Managed and maintained the Aloha POS database.
• Fielding all requests for menu updates, price/tax changes, promotion setup, etc.
• Primary point of escalation for all POS/restaurant technology support calls.
• Including after - hours and weekend support.
• Provided hardware and software support to all in-house and remote corporate users.
• Worked closely with all vendor partners to ensure the best service to our restaurants and to identify opportunities for improvement.
• Oversaw the entire lifecycle of a successful Hot Schedules rollout which included in-lab testing, remote installations and Ops training.
• Worked closely with our POS vendor to test Aloha Connected Payments in lab and successfully deployed the technology to a pilot location
• Identified and corrected inefficiencies in the Aloha kitchen setup which saved the company several thousand dollars annually and reduced kitchen errors.
• Leveraged existing Aloha functionality in a new and innovative way to improve order accuracy for our dine-in and takeout guests.
• Worked closely with the training and marketing teams to ensure all company initiatives were executed accurately and on time.

Major Technologies Supported: Aloha Table Service POS software (v.12.3), EDC credit card processing software, Aloha Configuration Center, Aloha Command Center, Aloha Kitchen, Aloha Connected Payments, Google G Suite, Hot Schedules, CTUIT

Confidential, Redondo Beach, CA

IT Manager

Responsibilities:

• Performed POS Maintenance (Menu updates, Labor and Compliance updates, and Tax rate changes)
• Managed all POS Hardware (Warranty Maintenance and New Store Purchasing and Setup)
• Sourced and oversaw installation of all restaurant setup (Routers and WIFI, Firewall Maintenance, Office setup, POS setup,
• Total Data ownership of all restaurant data including polling and above store reporting.
• Responded to incoming phone calls, emails, and voicemail for Aloha technical support.
• Provided desktop support for all office employees including purchasing and setup of new employee equipment (laptops, desktops, tablets, etc.)
• Managed internal Domain and DNS through our Go daddy Vendor.
• Manage Exchange Office 365 users

Major Technologies Supported: Aloha Table Service POS software (v.6.7 / v13.3), EDC credit card processing software, Aloha Configuration Center, Aloha Command Center and Secure Access, Aloha Kitchen

Confidential, Huntington Beach, CA

Restaurant Systems / POS Support Manager

Responsibilities:

• Managed a team of 7 Restaurant System employees divided into 3 groups: New restaurant openings, POS menu management and new technology development.
• Ensured equipment for new restaurants was staged, configured and shipped on time.
• Coordinated with the Infrastructure team and our cabling vendor to have all network equipment configured and installed before POS installations.
• Traveled to new restaurants during construction to confirm all POS needs (e.g. IG outlets, cabling, grommets) were in place in preparation for POS installation.
• Helped to develop an image for Confidential ’s handheld POS rollout.
• Successfully launched handheld POS pilot restaurant as we all subsequent test restaurants.
• Main point of contact for all NRO issues not resolved by my analysts.

Major Technologies Supported: POSi point of sales system, QSR kitchen video, Paytronix, Quest tablets, NCR POS terminals

Confidential, Playa Vista, CA

Manager of Restaurant Systems - Implementation and Innovation

Responsibilities:

• Second tier support for over 200 restaurants.
• Charged with researching chronic or complex Aloha issues then documenting the results.
• Worked closely with several vendors including NCR, Tillster, QSR and various third-party hardware vendors to maintain technical quality throughout the company. Guest experience and guest satisfaction is paramount.
• Coordinated and implemented the upgrade of over 2000 outdated terminals with the help RTG, our hardware vendor.
• Researched new hardware opportunities for CPK’s outdated back of house server.
• Maintained restaurants’ Aloha databases using NCR Configuration Center. I was also a key component in the successful upgrade of an antiquated enterprise menu management tool.
• Worked with our Applications team to ensure data was being replicated properly from NCR’s data warehouse to ours.
• Constantly researched and evaluated new technology as requested by the CFO or CIO.
• Developed training documentation for the help desk and provided group or individual training sessions when needed.
• Primary administrator of our guest facing loyalty rewards program.
• Worked closely with our Accounting, Marketing and Communications teams to ensure all company initiatives were executed accurately and on time.
• Heavily involved in new restaurant openings. I would setup the Aloha database for the restaurant as well as working with our vendors to ensure a successful opening.
• Remotely supported the NRO team prior to opening, during play dates and throughout the first month of opening.

Major Technologies Supported: Aloha POS software, EDC credit card processing software, Aloha Configuration Center, Aloha Command Center, Afaria Enterprise management tool.

Confidential, Anaheim, CA

Support Center Lead Analyst / Trainer

Responsibilities:

• Provided new hire training and supplemental training to current employees.
• Created support material for newly introduced POS hardware equipment and software distributions.
• Ensured that all training documentation was current; updated documentation as needed.
• Investigated and documented the resolution to complex or chronic issues.
• Created POS training documentation for restaurant personnel.
• Provide second level support to all calls that were resolved by our analysts.
• Troubleshot in-store network problems.
• Provided remote support using PCAnywhere.
• First point of contact for new store installation support.
• Identified and provided immediate support to problems that directly affected customer service e.g. credit/debit processing and POS functionality.
• Maintained several working lab environments of all currently supported concepts and replaced/repaired as needed.

Major Software Technologies Supported: Xpient POS software, StarPOS POS software, QSR kitchen display system, RemoteWare, Microsoft SQL 2000

Confidential, Los Angeles, CA

Jr. System Administrator

Responsibilities:

• Acted as a primary support person for all employees.
• Provided initial support via phone and extensive support in person.
• Provided end-user training in the use of Microsoft Word, Excel and PowerPoint.
• Serviced all company computers and replaced faulty parts when necessary.
• Setup and maintained network printers.
• Managed user accounts within a Windows 2000 domain and setup group policies in Active Directory that enforced company the company’s Internet usage policy.
• Acted as a primary support person for all Ethernet network hardware/cabling problems.
• Managed Microsoft Exchange email accounts.
• Designed and maintained an inventory database of all Information Technology equipment complete with an asset tag system.