- Handle Escalation calls from Central Support for many Aloha related hardware/software issues o Terminal and printer issues such as not able to communicate across the network, not getting power, etc.  Handle issuing replacements if hardware cannot be fixed remotely  Handle dispatching techs for onsite to check hardware if requested o Troubleshooting various Aloha related products such as Aloha Transaction Gateway (ATG), Radiant Auto Loader (RAL), Command Center, and Electronic Data Capture (EDC)

• Lead and supervise team of 4 help desk technicians, ensuring 100% resolution through integrated help desk solutions software.• Responsible for all POS related equipment for over 100 restaurant units, over a 6 state region (Back Office computers, POS terminals, thermal printers, and remote printers). • Assist in creating an internal helpdesk to support stores. • Assist in creating training documents for helpdesk employees to use. • Provide technical assistance to all field operations teams.• Directly responsible for overseeing all POS changes, including discounts, promos, menu changes, modifiers, pricing, taxes (city, county, state), layout, user interface, and security.• Assisted in all PCI related research, brainstorming, and implementation• Research new technologies and provide recommendations to leadership, with clear ROI and Cost Analysis.

• Perform necessary troubleshooting and diagnostic tasks for over 100 restaurant units.• Provide direct technical support to all restaurant units via telephone, remote connection, and email. • Performed all programming of necessary POS changes, including new menu rollouts, promos, happy hours, discounts, promos, voids, returns, cash-handling, compliance, and user interface.• Participated with team on new store installs, diagnostics, troubleshooting, and testing.• Maintain open and positive communications with clients, extended team members, direct team members and management team members.

• Work directly with restaurant owners and/or managers on the design user interface on POS systems for new restaurants, including menu, layout, pricing, and system structure.• Design and train owners, management, and team members on POS system usage, layout, end-of-day procedures, cash reconciliation, deposits, employee paperwork, management paperwork, financial records, and report printing.• Provided early operation testing, visibility, impact assessment of operation and technology enabling early learning and decreasing time to market.• Worked with cross functional resources to ensure project tasks are completed based on a set of objectives (scope, delivery and technical approaches, risk, assumptions, staffing plans, other cost, and ongoing operational plans and cost).