SUMMARY

• 10 years Defining & Implementing Corporate Brand Standards
• 15 years Customer Relationship Management (CRM)
• 10 years training company policies, systems/processes, hardware and software applications through e - learning, field-training, and classroom hosted sessions.
• 6 years Technical Program & Project Management
• 6 years Oracle Micros POS Implementation & Support 5 years Software Implementation/Deployment 3 years IT ServiceNow Ticket Resolution 2nd & 3rd Tier Support
• 5 years Management 3rd Party Vendors
• 3 years SDLC Agile/Scrum & Waterfall Methodology
• 1 year Infogenesis POS Implementation & Support
• 1.5 years New Restaurant Opening (NRO)
• 1 year IT Procure-to-Pay (P2P)
• 1 year Casino Director

PROFESSIONAL EXPERIENCE

Confidential

Solutions Delivery Technical Program Manager

Responsibilities:

• P2P technical consultant supporting eProcurement, Inventory Management Control, Recipe Management, Executive Dashboards, Capital Budget Management, and Accounts Payable (AP) Automation implementations in a SaaS environment. Manage department cross workstreams Change Management, Information Technology (IT), AP, P2P Operations, Supplier Management/Enablement, Master Data Management (MDM).
• Manage stories, epics and sprints which include product enhancements, product changes, and integration requests through all stages of software development life cycle (SDLC) which include requirements engineering, IT blueprinting, documentation, validation, user acceptance testing (UAT), deployment, documentation, training, change management and dedicated support for the end user community.
• Create and manage program plan budgets, resources, timelines and milestones ensuring key performance indicators (KPI) are understood. Ensure delivery of projects, often with customizations, using Agile methodology and RACI roster. Update program status to stakeholders and senior leadership.
• Work effectively with remote resources in US, New Delhi and other global offices. Manage product development in Atlassian Jira, project timeline/deliverables in Smartsheet.
• Serve as the first point-of-contact(POC) for all end user related topics for client managed program.
• Lead customer summits, quarterly business reviews (QBR) and workshops.

Confidential

Senior Technical Business Analyst Point-of-Sale POS Engineer/Technical Program Manager

Responsibilities:

• Manage cross-functional teams to gain agreement on project scope, approach, assumptions, dependencies, risks, and budget. Work with users to define and evaluate business needs, challenges and inefficiencies that may be resolved through POS automated solutions.
• Manage implementation projects for Confidential clients from discovery to transition to support.
• Acts as the subject matter expert (SME) point of contact (POC) for POS projects.
• Successfully implement POS for multiple lines of business: Healthcare, Business Dining, Sports/Entertainment venues, and Leisure sites including hotels. Average POS installation at location 5 kiosks, largest site 350 kiosks.
• Responsible for proactive support and maintenance around POS systems including Micros Simphony 1x & 2x platforms and new POS initiatives including Mashgin, Task Retail and Appetize.
• Provide level 3 technical support for Simphony 1X & 2X POS. Monitor support issues level 1 & 2 in IT ServiceNow. Troubleshoot interfaces and any site requesting customization configurations, integrations and payment solutions including CBORD payment, RFID technology, and Freedompay credit cards (CC) including EMV readers.
• Quality Assurance (QA) and UAT of POS systems for new product developments, upgrades, and client requests.
• Manage communication of any defects to vendors and application owners. Coordinate testing and implementation of fixes.
• Manage 3rd party vendors staging POS hardware and software. Manage 3rd party professional services performing hardware deployment and training with end user. Provide onsite white glove service for highly customized or large and high demand locations.
• Works closely with business liaison to ensure service level agreements (SLA) are being met and risk to the business is minimal during implementation and support phases.
• Perform POS enterprise system enhancements and scheduled upgrades including patch updates, software changes and payment processing updates. Document change order and communicate enterprise-wide change management processes.
• Deployment of POS platform with consumer facing self-check-out (SCO) and self-order-kiosk (SOK) which include kitchen printer (KP) and kitchen display system (KDS).

Confidential

POS Engineer Project Implementation

Responsibilities:

• Successful implementation of POS hardware/software applications including Oracle Micros Hospitality Solutions and Agilysys Solutions averaging a budget of one million (1M) dollars.
• POS software - Micros RES 3700, 9700, Simphony 1X & 2X and Agilysys Infogenesis.
• POS. Hardware - Toshiba IBM SurePOS 700, Micros WS4 WS5 WS5A WS6. Peripherals including RFID scanners, Epson & HP printers, Ingenico & Verifone credit card readers, and KDS devices.
• Hardware and software installations performed remotely and/or onsite to include new installations, conversions, software upgrades, cutover of new CC processor including EMV capabilities, level 2 & 3 troubleshooting hardware and software, and end user training.
• Manage projects in multiple lines of retail hospitality business including casinos, hotels, resorts and cruise ships focusing on food and beverage (F&B) technology implementations. Served as lead implementation engineer onsite at a casino location included 400 kiosks with multiple formats: quick-service-restaurant with KP & KDS, casual and fine dining with course meals, tip-out for wait-staff and peripherals including KP & KDS.
• Gather site requirements, review and recommend operational design as it pertains to installation preparedness to project management. Consult with project management and define project scope, ensuring documentation and scope of work (SOW) are complete which include project tasks and milestones.
• Consult with project management to manage project risks and establish effective communication plan for escalation process for internal/external parties; provide solutions for issues resulting in project scope change to support customer requirements. Make recommendations to utilize full advantages of POS product line while maximizing operational efficiencies.
• Configure and test system configuration in order to maximize efficiency and provide operational consistency.
• Configure and test all applicable interfaces including property management systems (PMS), external gift cards, and integration components including API configurations.
• Ensure client UAT is complete during staging process prior to cut-over. Prepare end-user-training which includes employee/management training on databases, POS kiosk stations, and the POS back of house configuration and reporting tools.
• Extensive work with client network team troubleshooting connectivity with routers/switches, LAN/WAN and port connections, root IP addresses, and testing of VPN tunnel connections to virtualized windows operating systems.
• Coordinate with the client teams to develop processes, procedures, and documentation to enhance Oracle and Agilisys’s implementation and training services.
• Develop detailed project documentation upon completion of project to ensure that the customer care team has all relevant information to handle support for client after transition.