Managed outsourced relationship with IT Helpdesk team that supports over 300 domestic and international corporate and franchisee stores.• Reviewed, analyzed, and modified systems, including configuring, testing, debugging, and installing POS System; as well as performing software updates, configuration changes, and maintaining existing hardware. • Collaborated with Operations and IT, planning, designing, implementing, and managing system solutions.• Communicates with restaurant and operations leaders on planned changes to POS.• Worked with 3rd-party vendors, ensuring data integrity between POS and other applications.• Partnered with internal / external teams, resolving issues, and analyzing and documenting issues for building knowledgebase for future use.

Oversaw Information Technology Operations for corporate and retail locations.• Worked with VP of Technology, internal and external stake holders to determine technology needs, help solve technological roadblocks to productivity.• Developed a technical support staff and provide advanced technical support for mission critical systems. Identified, recruited and trained new talent for business growth.• Designed and implemented best practices, SOPs, KPIs, and other training materials. • Developed and delivered reports on technical support metrics, overall IT metrics, and current projects.• Administered all IT infrastructure and systems, maintained, configured and implemented all network equipment, servers, cloud storage, end user devices, Microsoft 365, Point of Sale, Counterpoint, Google Workspace.

Established and directed a Help Desk and functional support group to serve internal partners.• Established the framework for a tiered support system determining best practices and KPI’s. In addition to building out the organization, managed the day-to-day delivery of technical service-related operations to include all aspects of both software and hardware.• Created best practices and other training guides as well as written standard operating procedures. Provided training and upskill coaching ensuring the highest level of performance and service excellence.• Coordinated day to day technical operations, including scheduling and prioritizing tasks, and works with vendors, contractors and internal customers to enable maximum=m productivity across the enterprise.• Drove continuous improvement to existing systems and develop new applications which drive efficiencies, automation, and consumer benefit. • Worked with the CIO, internal and external stake holders to establish, develop, and maintain a functional support group for all end users and partner users, locations, and brands.

Managed outsourced relationship with IT Helpdesk team that supports over 2600 domestic and international corporate and franchisee stores.• Reviewed, analyzed, and modified systems, including configuring, testing, debugging, and installing POS System; as well as performing software updates, configuration changes, and maintaining existing hardware. • Collaborated with Operations and IT, planning, designing, implementing, and managing system solutions.• Communicates with restaurant and operations leaders on planned changes to POS.• Worked with 3rd-party vendors, ensuring data integrity between POS and other applications.• Partnered with internal / external teams, resolving issues, and analyzing and documenting issues for building knowledgebase for future use.

Planned and facilitated onboarding of Popeye’s quick service restaurant POS Support. Managed operations and IT Helpdesk team, supporting over 2600 domestic and international corporate and franchisee stores. • Created, structured, and organized standard operating procedures (SOPs) to ensuring consistent end user support for Help-Desk team, focusing on streamlined exceptional internal customer experience.• Planned, strategized and allocated team resources to establish core Help-Desk functionality, offering multi-level support structure that capitalizes on building self-sufficiency. • Oversaw and facilitated implementation of all systems and programs. Structured training program and oversee education and training to all departments, acted as a liaison between company and IT System vendors.• Recognized by senior management, staff, engineers, clients, and customers for detail-oriented management skills, ability to prioritize tasks to accomplish maximum results, timely completion of projects, and ability to solve organizational problems through Root Cause Analysis.

Trusted business advisor to premier customers serving as primary point of contact responsible for overall account management understanding each client's unique environment and providing a holistic approach to software, products and services in support of the client's business needs.• Proactively monitored client’s transactions and processes, perform analysis and provided recommendations to necessary parties. • Technology, Customer, Business Leaders) to ensure customer satisfaction with LexisNexis products and services while aligning with LexisNexis strategies and value propositions.• Provided technical and product knowledge expertise to clients, Account Managers, Customer Managers, Product Managers. • Clearly and tactfully articulate problems, resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, WebEx, and in person transactions and processes, perform analysis and provide recommendations to improve service.

Provided support services to over 800 corporate users as well as over 1600, quick-service restaurants. Responsible for leading, motivating and training a team of front line analysts.• Identified need for and worked with organizational team on a formal structure to support end users at all levels of technical understanding. • Planned, strategized and allocated financial and team resources to establish core Help-Desk facility offering multi-level support capabilities.• Designed and implemented a detailed process for resolving defects and enhancing responsiveness & resolution of network operations• Managed Multi-Project environment, exhibited detail oriented management skills by completing projects on time and by overcoming and helping solve for organizational deficiencies