Member of a highly specialized & dedicated program delivery team building a network of industry recognized award winning retail flagship destinations & experiences. Worked closely with Project Managers & Solution Architects to ensure deployment & support of eCommerce applications aligned with in store digital technology solutions. Over 8 years delivered 30+ unique retail projects ranging from 10,000 to 80,000sqft with technology project budgets from $100,000 to $3,000,000Responsibilities –Understand all available industry & consumer technology roadmaps to conceptualize & create innovative interactive (Touch, Gesture, Barcode, RFID) & combined visual experiences (Large/Multi Videowalls, Holograms, Customized LED, OLED, Transparent, Projection)-Initiating & maintaining design, installation & support documentation for all in store digital technology-Work with Project Managers to outline resource/vendor requirements, BOM, SOW & status of various phases of the projects-Liaise with internal & external groups/stakeholders/vendors to build out construction requirements & custom designs to work with the technology placement plan-Attend on-site surveys before, during & after project delivery to ensure smooth installation & transition to store operations & staffKey Achievements-Deploy & administrate scalable enterprise digital signage content management server & network of over 1500+ media players over 30+ retail locations showing both video/IPTV & interactive eCommerce web applications (Brightsign, Cisco StadiumVision, Stratacache)-Successfully deployed a roll out project of mobile devices with SOTI Android MDM 1000+ Samsung tablets & Zebra PDT to all 300+ Sport Chek & Mark’s retail stores across Canada-In 2018 $20 million in store sales were saved using eCommerce applications deployed on approx 5000 in store mobile devices & digital signage displays.This was a 400% sales increase from the previous year & accounted for 4% Q4 total store sales

Responsibilities:-Provided comprehensive support for all operational retail technology (Point of Sale, Audio/Visual systems, Workstation/Server/Printer setups, Phones, Mobile Devices, Networking\Wireless infrastructure)-Acted as the technical point of contact for escalated issues, working closely with OEMs and vendors to resolve complex technical problems efficiently.-Developed and documented standard procedures for issue resolution, ensuring consistency and knowledge sharing within the Technology Support Center team (TSC).-Utilized ServiceNow workflow and ticket management software, following general ITIL procedures, to effectively track and manage incidents and service requests.-Actively trained and worked with the TSC team members, equipping them to handle recurring incidents independently whenever possible.Key Achievement:-Recognized for my exceptional value and skills, I earned a promotion within my first year to assume the role of Technical Specialist. This position allowed me to dedicate my expertise to a new highly visible & critical technical project.

Experience:- Worked closely with developer & integrator partners (INFUSION and TELUS Business Solutions) to support a custom touch display solution for a large Canadian banking institution's new digital retail experience.- Provided tier 3 technical support as a contact point for enterprise customers, third-party call center escalations, resellers/distributors, and AV integrators worldwide for SMART hardware and software.Responsibilities:- Provided OEM hardware support for custom LCD/IR display touch hardware solution.- Conducted onsite technical analysis and repair across North America for customers/partners, specializing in investigative escalation roles for large-scale multi-site issues.- Analyzed and repaired various touch technologies (Analog Resistive, Digital IR/Camera, Capacitive glass) and display technologies ranging from 18 to 100"+ inches. (LCD/LED/Plasma, DLP/LCD Projectors)- Supported specific custom solution products and customers.- Collaborated with OEM manufacturers, partners, and vendors for issue escalation and resolution.Achievements:- Successfully supported a custom touch display solution for one of Canada's largest banking institutions' digital retail experience.- Consistently provided tier 3 technical support to enterprise customers and global stakeholders, ensuring prompt issue resolution.- Conducted onsite technical analysis and repair, effectively addressing complex issues for school districts, enterprise organizations, and governments.- Demonstrated expertise in analyzing and repairing various touch and display technologies, ensuring optimal performance for customers.

-Provided professional technical support for business customers and carriers, managing a diverse range of products including VPLS, Internet gateway, MPLS, and PRI/SIP-Demonstrated expertise in learning to work with high capacity core infrastructure networking equipment, such as Cisco, Nortel, Juniper, and other industry-leading hardware.-Efficiently managed technical records, customer issues, change control notifications, and trouble tickets within multiple CRM systems, including HP Service Desk, IBM Remedy, and Microsoft Visio.

-Collaborated closely with Project Coordinators and service providers to facilitate telephone new bulk number assignment and ports, ensuring seamless transitions from other carriers.-Reviewed intra-team order completion and management to guarantee accuracy and adherence to necessary deadlines.-Cultivated strong relationships with Carriers (CLEC/ILEC), ensuring compliance with proper CRTC telecom procedures for number porting, while maintaining a positive rapport with other providers.-Maintained and administered the Shaw Business Solutions telephone numbers database, ensuring accuracy of E911, 411, and other listing information, while also processing Move, Add, Change, or Delete (MACD) requests.

-Led a team of four individuals with a national scope, diligently investigating and taking decisive actions against issues impacting the Shaw digital phone network, such as telemarketing and national DNCL complaints, harassment, and other illegal or abusive activities.-Served as a trusted triage point for internal and external customers, providing expert guidance on phone security, fraud, telemarketing, and regulatory matters.-Conducted thorough research to resolve irregular billing or miscellaneous issues related to Shaw's phone services, ensuring customer satisfaction and operational efficiency.

-Delivered exceptional technical and sales support to customers, addressing inquiries and concerns related to Shaw internet, digital cable television, and digital phone products.-Expertly handled various technical issues, including TCP/IP, general port forwarding, and networking support for Windows, OSX, and basic Linux platforms.-Collaborated closely with field technicians, facilitating the provisioning and activation of new or replacement hardware for internet, digital phone, and television services and subscriptions.-Demonstrated excellent customer service skills, ensuring a seamless and satisfying experience for customers.