- Field calls and E-mails and communicate with the client in accordance to company SLA.- Recommend specific reports that contain data requested by the client.- Via SQL Workbench, determine which data table each report is pulling from, and verify the data to ensure that reports are disseminating data correctly.- Determine source of data being pulled by reports, if being uploaded by mPOS devices, or through file loads initiated by the client.- Work with clients to identify bad data, and determine if data can be corrected by the client or requires escalation to the Development Team.- Pull data files through FileZilla to confirm that file formats match the specifications the client had previously agreed to.- Review outgoing files by confirming that scripts were executed on schedule via Rundeck, and data files were properly archived in the correct folder via FileZilla.- Confirm that Sales data is transferring correctly between the company’s ECOMM Dashboard and Back Office Servers.- Provide Level 1 assistance for any issues regarding the ECOMM front-end.- Any escalations to the Development Team requires thorough Root Cause Analysis and a solution recommendation that is in line with the client’s needs.- Constant requests for updates from the Development Team, and forward any updates to the affected client.- Hold daily team meetings with the intention of offering improvement recommendations to the Application Support Manager for later review by the CIO. - Review Escalated Issues Relating to Point-of-Sale, Reporting, Merchandising, and ECOM.

Application Support Analyst, January 2020 – Present- Field calls and E-mails and communicate with the client in accordance to company SLA.- Recommend specific reports that contain data requested by the client.- Via SQL Workbench, determine which data table each report is pulling from, and verify the data to ensure that reports are disseminating data correctly.- Determine source of data being pulled by reports, if being uploaded by mPOS devices, or through file loads initiated by the client.- Work with clients to identify bad data, and determine if data can be corrected by the client or requires escalation to the Development Team.- Pull data files through FileZilla to confirm that file formats match the specifications the client had previously agreed to.- Review outgoing files by confirming that scripts were executed on schedule via Rundeck, and data files were properly archived in the correct folder via FileZilla.- Confirm that Sales data is transferring correctly between the company’s ECOMM Dashboard and Back Office Servers.- Provide Level 1 assistance for any issues regarding the ECOMM front-end.- Any escalations to the Development Team requires thorough Root Cause Analysis and a solution recommendation that is in line with the client’s needs.- Constant requests for updates from the Development Team, and forward any updates to the affected client.- Hold daily team meetings with the intention of offering improvement recommendations to the Application Support Manager for later review by the CIO.

- Provide quality customer service to clients.- Respond to escalations directly from client, or assigned by management.- Work with Client’s IT departments for complex issues at the store level.- Complete daily status reports for management review.- Build, transfer, and process files for POS systems, and apply scripts/programs to clear outdated data.- Field phone calls and provide detailed documentation for senior review.- Provide Level 1 POS/mPOS troubleshooting to quickly resolve issues for clients. - Follow up with clients to provide additional assistance on unresolved issues.

- Review auto-generated tickets to ensure connectivity to client, and escalate/de-escalate, if necessary.- Work with Application Support to ensure data is properly recorded and processed for the client.