Managed NCR RAL and Aloha software deployments for enterprise-level hospitality clients, ensuring seamless device integration, POS system optimization, and improved operational efficiency.Conducted regular maintenance checks and system updates to optimize POS system performance, leading to an estimated 20% reduction in client system downtime.Consistently received positive client feedback for timely technical issue resolution and POS system integration, enhancing customer satisfaction.Collaborated with sales, product development, and technical support teams to address client concerns and implement effective solutions for POS systems.

Remotely diagnosed and resolved hardware and software issues for franchise and corporate restaurant locations using Aloha POS software, ensuring minimal disruption to daily operations.Analyzed debug log files and conducted thorough troubleshooting to identify root causes of software configuration issues, implementing targeted solutions for prompt resolution.Collaborated with vendors and technicians to facilitate seamless hardware setup, contributing to high levels of operational uptime.Managed password resets for employees across multiple systems, including Active Directory and Configuration Center, maintaining data security and access control.

Responded to customer inquiries and technical issues related to internet and phone services, providing prompt and effective resolution to ensure customer satisfaction.Utilized trouble management software tools to diagnose and resolve subscriber network issues, optimizing network performance and reliability.Handled a high volume of customer calls (average 50 per day) while demonstrating strong multitasking abilities and a commitment to delivering high-quality service.Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring timely resolution and minimizing service disruptions.

Developed and delivered comprehensive training programs for new technical trainers and staff members, ensuring consistent and effective onboarding processes for over 300 employees.Created engaging and interactive training materials (presentations, manuals, e-learning modules) tailored to diverse learning styles and skill levels.Conducted regular assessments and evaluations of staff performance based on KPIs, providing constructive feedback and coaching to support continuous improvement.Recognized with the Blue Diamond Club Quarter 4 Fiscal Year 2016 award for outstanding service and support, demonstrating exceptional dedication and contributions.

Managed the product development lifecycle for various websites, overseeing backlog grooming, sprint planning, and feature prioritization to ensure timely and successful project delivery using Agile methodologies.Conducted user acceptance testing (UAT) for new features and enhancements, ensuring alignment with customer requirements and quality standards prior to release.Developed and maintained support documentation for customer-facing websites (user guides, FAQs, knowledge base articles), improving user experience and reducing support inquiries.Engaged with the community through email, forums, and social media platforms, fostering a strong sense of community and brand loyalty.Participated in community-building initiatives and responded to user inquiries and feedback.