As Support Lead, I ensure the stability and growth of support operations for Capstone's Support Department.

Providing managed services to Tory Burch using the Casptone EMS / Advisor monitoring platform. Acting as a Level 3 Lead for Managed Service Operations. Assisting with payment integration solutions through Capstone Trusst while providing Business Analytics, Project Management and support leadership. • Enterprise Monitoring: Assisted in the day to day operations, development and refinement of the Capstone Enterprise Monitoring Solution (EMS) / aka Advisor. This product allows for advanced monitoring, triage and automated issue resolutions. • Quality Assurance (QA): Worked to create, execute and update QA scripts to ensure proper quality of products and services. • Software Design Documentation: Creation of documentation that bridges the gap between a clients feature request and a developer's implementation. • Package Development / Custom Scripting: Utilized knowledge of Aptos Store 6 , Aptos One and legacy Retail Store to plan, develop, execute and verify successful completion of deployed packages and remote scripts. • Root Cause Analysis (RCA): Performed triage and analysis on technical issues. Creating detailed and comprehensive RCA reports. • Internal Lab Maintenance / Upkeep: Ensured that the in-house Retail lab was kept up to date and tidy.

• Defined and documented implementation technical requirements.• Installed and perfomed upgrades to store solutions.• Configured, documented, and tested software (FiPay/Verifone & Trusst).• Install and configure Point of Sales peripherals drivers.• Install, configures and support Handheld wireless mobile devices.• Consult with clients on POS technical best practices.• Managed tickets for clients and internal projects using Atlassian JIRA Project Management Software • Act as primary technical point of contact for clients and other project team members for POS/MPOS payment solutions• Log, troubleshoot, diagnose, and resolve technical issues during project implementations (e.g. application, hardware)• Monitor and report project progress• Train client IT personnel on system monitoring and system management• Support client in initial production stage and prepare project for transition to Client Care Services• Looked through logs to find the source of errors that need to be corrected• Configured Payment Software to meet Clients expectations• Developed/Supported install packages for Client to deploy• Managed client expectations and timeline commitments

• Provided dedicated account support to the VF Corporation for Timberland, Nautica, The North Face and VF Outlet. • Directly managed and supported a call center team of nearly sixty employees. • Provided continuous reporting of metrics to Head Office clients for VF Corporation and Aptos. Inc. • Participated in weekly status meetings with corporate offices to discuss data, challenges, solutions and projects. • Maintained and developed a new knowledge base system that improved efficiency and reduced call time durations. • Performed advanced Hardware, Software and Networking troubleshooting beyond normal scope of duty. • Trained and mentored colleagues.

Associate Product Support Analyst, Store SupportAptos Retail (A spinoff of Epicor)January 2016 – November 2017 (1 Year. Eleven Months)Shortly after Aptos’ initial spinoff from Epicor Retail I was promoted to Associate Product Support Analyst position for the Store Support Department. Under this position I was accountable for providing continued excellent support to our clients. During my time in this position I also moved into providing dedicated team support for two of the highest call volume accounts for Aptos’ New York Office; Aeropostale and Coach. In these positions I excelled in managing open ticket queues, communicating with corporate offices, dispatching 3rd Party Vendors such as IBM, Toshiba, Pomeory/Tolt, Decision One, Onsite Technologies, etc. and creating Hardware depot requests through our in-house redistribution center (RDC). I also performed more advanced Hardware, Software and Network related troubleshooting. Experience in this position involved working with SQL, OSQL and XML. Accomplishments included successful team management, successful project implementation, continuous knowledge base management and improvement, excellent communication both internally with colleagues and externally with clients, daily and weekly reporting of call center data and mentoring of new and seasoned colleagues. I also received many compliments on my continuous excellence in customer service, professionalism, troubleshooting ability and ingenuity. Further, I travelled in a company partnership with RetailROI to help develop and implement a computer lab for orphaned children in Bercy, Haiti.

Associate Technical Support Analyst, Store SupportEpicor Software CorporationOctober 2015 – January 2016 (Four Months. company branched off to become Aptos)I was accountable for providing a high level of professional and reliable customer support to multiple retail clients such as Under Armour, Michael Koors, New Balance, Rue21, Tory Burch, True Religion and more. During my time in the position, I utilized our existing knowledge base to triage and solve several problems that were beyond my positions standard capacity. I regularly monitored tickets of the highest severity to ensure service level agreements were met and opened tickets for company headquarters. Accomplishments included exceeding departmental metrics for all four quarters, having the highest percentage of created tickets during the first month of employment, training/mentoring new colleagues and perfect attendance with voluntary overtime.