• Coordinated the efforts of cross-functional teams including engineering, marketing, sales, and support to ensure projects were delivered successfully. • Developed and implemented project plans including scope, schedule, budget, and resources to ensure projects were completed on time and within budget. • Coordinated and facilitated communication for product delivery i.e., kick-offs, status reviews, stakeholder meetings, etc. • Ensured timely completion of tasks and assignments. • Worked with clients to gather information and identify needs • Ensured defined deliverables are being met and maintained • Maintain up-to-date knowledge on company products • Engage subject matter experts on needs related to the project • Provided the client with the necessary resources to ensure they are capable of using the product

• Acted as a liaison between customers and technical escalation teams • Coordinated and facilitated the project plans for new store openings • Tracked issues to resolution updating the internal knowledgebase and/or communicating learning's with relevant business units. • Consulted with management and staff to identify and create technical documentation to fit business needs. • Coordinated with other escalation teams and vendors to troubleshoot and resolve a large variety of technical issues. • Communicated all system outages/updates to the business • Facilitated bi-weekly support training sessions for various programs • Provide end user application support

• Assisted in the development of the IT Department’s policies and procedures and recommends to management suggestions for improvement • Responded to requests for technical assistance by phone, email and/or using a help desk management system. • Provided first line of response for users requiring assistance IT-related issues and problems. • Maintained an expert knowledge of all assigned computer applications and a working knowledge of all other applications operating in the same or integrated Environments • Supported store, corporate, and warehouse users with troubleshooting and resolving POS, PC, and other system issues. • Escalated more involved problems to the appropriate Tier 2 support team. • Generated and analyzed data for higher management regarding the Support Desks goals