Supporting Lighthouse/RPOS, Radiant Systems, PDI Back Office Solutions, CTBO, PriceBook, Sapphire, Verifone, Commander, Tiger pumps, Panther pumps, Gilbarco Veeder-Root, and many others.

Support Technician III (2006-2008) Help Desk Team Lead (2008-2010) Systems Engineer (2010-2013) Technical Account Manager (2013-2014) Escalated technical support for QSR clients and their franchisees and vendorsConsulting and escalated support to Deployment and Installations teamsSubject Matter Expert for RPOS/6E, BlueCube Enterprise, Radiant POS hardware and peripherals, and many other productsDesign and execute training plans for software releasesCreate templates, standards, processes, and knowledge documents for internal departments and external vendorsIdentify software defects and assist Development to resolveCommunicate mitigation plans for critical production issuesTrack and report contracted Service Level AgreementsWork cross-functionally to amend policies and proceduresSingle point-of-contact for corporate escalations for the lifecycle of the client relationshipCorporate client billing supportEnsure delivery of post-implementation support and issue resolution across all functional areasTake responsibility for overall knowledge level of internal and external support desks and initiate training when gaps are identifiedAnalyze hardware warranty programs for efficiency and profitabilityManage and maintain client sales and cost forecastsWork with clients to minimize operational, training, and out-of-scope calls to support desksIdentify issues related to emerging customer and market needs while considering cultural issues and geographic differencesConvey an expertise of the organization's global market position, opportunities, capabilities, and competitive threatsContinually search for ways to improve customer service and remove barriers to service

Fielded incoming technical support calls from restaurant operators and corporate staffSubject Matter Expert on Radiant Systems and PAR platformsProvide incident and support for all restaurant issuesConduct thorough analysis of issues to determine causes and possible workaroundsProvide timely customer and leadership updates while working to resolve support issuesAbility to work with onsite support analyst to solve technical issues and challengesProvide technical leadership and training for new hiresResponsible for creating problem tickets and escalating the problems to the problem teamProvide after-hours coverage on an on-call basisCreate technical articles to help expand the knowledge base for handling support issuesCapable of reproducing and confirming technology issues (software and hardware)Manage “Hot” Operator issues escalated to leadershipTraining SMEs in Foundations training to help with "real world experience"Collaborate with vendors on priority issuesDevelop and update knowledge articles and training materials as neededAct as a KCS coach for newer agentsAttend and participate in professional group meetings; stay abreast of new trends and innovations in the field of technology