I act as liaison between the customer and Merchant Services Providers to ensure credit card functionality for all Motel 6 locations. This includes administration of accounts, and assistance in repair and replacement of devices.

• I was promoted to Property Systems department to perform on-call field support before transitioning into the Asset Support Specialist role in 1/2017 to manage equipment in 1.5K corporate and field locations nationwide.Additional Responsibilities• Develop and maintain procedures for replacement and setup of equipment on location, creating comprehensive documentation and training employees on new processes and standards. • Collaborate with Operations, Openings, and Database teams to coordinate hotel openings and transition projects, facilitating communication among teams and sourcing necessary equipment.• Partner with external vendors to obtain new hardware or individual parts, monitoring inventory levels to keep up with company demands and changing requirements.• Assess equipment used in corporate and field offices, weighing functionality, dependability, and cost to determine best laptops, peripherals, and tablets to meet company needs.Select Achievements• Improved inventory tracking processes by transitioning company from Excel spreadsheets to cloud-based management tool, collaborating with vendor to build out functionality of new system.• Transitioned hotels to more efficient Point of Sale (POS) system on handheld tablets by hiring and training contractors to coordinate changes and updates in all field locations.• Received M6 Great award by ensuring continued operations and support during COVID-19 pandemic; sourced ~90 laptops in a two week period to transition corporate desktop users to remote environment.• Enhanced company operations by developing strategies to implement Windows 10, Microsoft 365, and antivirus software updates and patches for 200+ corporate users.

• I transitioned to the Helpdesk position due to my proven technical skills and firsthand experience with the new POS system; I was then promoted from Level One to Level Two Analyst in 3/2007.Additional Responsibilities• Managed team of five Level One Analysts, scheduling shifts, addressing concerns, and resolving escalated or advanced issues.• Provided hardware, software, and networking support for 1K+ remote locations nationwide, performing maintenance or troubleshooting techniques on multiple proprietary applications within G6 Hospitality.• Supported variety of user needs and resolved technical issues, including configuring email, maintaining operating systems, and providing VPN, intranet, and internet access.• Created and maintained helpdesk training documentation and guidelines; generated reports for management team on support metrics and analyst performances.

• Conducted systematic testing of company proprietary software during developmental phases; created and implemented additional guidelines to improve testing processes.• Coordinated daily meetings with departments involved in development process, gathering requirements and relaying key updates.• Streamlined motel transactions and data gathering by assisting in development of new (POS) system to replace obsolete structure.

• Maintained motel property with team of eleven employees and ensured guests received quality service, resolving complaints or requests in timely manner.• Managed budget, staffing, maintenance, and supplies for motel property, prioritizing efficient operations.

• Supported laptop hardware and Microsoft operating systems; documented support standards and procedures within internal company database.• Exemplified positive communication and customer service skills through daily interactions with range of customers experiencing complex issues.