-Implement, maintain, upgrade & troubleshoot these integrated solutions with a high degree of ownership over critical features and strategic initiatives.-Build cross functional relationships to support product roadmaps and strategic partnerships-Partner with IS&T resources to establish and maintain strong incident management practices across POS enterprise-Work closely with Retail Commerce Architect to coordinate monitoring and run support tools and methodologies to trace Menu Data flowing from enterprise to multiple POS providers-In partnership with the business, manage vendor relations with various POS and other front of office systems-Ensure detailed functional and technical specifications are well documented based on communication with the business.-Leverage existing skills to enforce strong release management discipline with internal resources and POS vendors to ensure high-quality releases throughout the enterprise-Anticipate and resolve risks that may impede success and work with team members to influence partners to achieve project goals-Define and be accountable for product and team goals and metrics-Interface with contracted IT consultant as needed/directed

● Project Management – created steering committee to re-energize static projectso Creation of a Project Dashboard to provide program visibility to C-level stakeholderso Currently deploying Fleet Management and Optimization using native iOS App and RoadNet● Operating Budget – Decrease operating spend by 10% in my first year● M&A – successfully lead technology conversion of 6 newly acquired locations● Converted all company resource computers to Windows 10 within 6 months● Helpdesk – lowered resolved ticket resolution by 10%, average completion of calls by 20%● Partner with business units and key stakeholders to develop and implement technology process to grow company

● Responsible for overall development, integration, deployment and maintenance of menu management systems● After 3 years in stagnant development, successfully launch pilot and proof of concept in 2 Google cafes● Team mentorships - Direct daily operations of menu system support analysts – including prioritization of projects and customer support● Develop system design specifications to ensure security and user operational needs● Successful implementation of Temp Monitoring systems at all Google cafeso Installed and configured Gateways and Sensor while configuring dashboard for alerts

● Direct daily operations of department, analyze workflow, establish priorities, develop standards and set deadlines● Lowered daily open tickets by 10% within the first 6 months● M&A – successfully lead technology conversion of 4 newly acquired locations● Evaluate data processing proposals to assess project feasibility and requirements● Evaluate the organization’s technology use and needs and recommend improvements to hardware/software upgrades

● Lead IT projects to research, select, pilot and implement new technology initiativeso Integral team member in selecting and implementing new HRIS (NetChex) and Restaurant ERP systems (CrunchTime)o Migrated to new Table Management systemo Led selection process for new catering/private events softwareo Led all contract negotiations and vendor management● Designed and implemented various technology solutions to automate cumbersome manual process● Lead requirements gathering and manage vendor selection process including contract negotiations, MSAs and review SOWs/SLAs● Manage and coordinate 4 New Store Opening installations● Manage the POS database management system● Lead team in ensuring all restaurants are PCI compliant going through PCI-DSS questionnaire ● Successfully converted locations from legacy pbx systems to VOiP

● Oversee all Operations based technology projects as they relate to Field and Restaurant Operations● Develop, implement and manage technology-based initiatives at the field and store level.● Monitor operational procedures of new concepts and provide direction. Work with other departments to ensure workflow progression and enhance Global Operations.● Research and maintain operations-based company programs available to franchise owners and field staff. ● Work with Independent Purchasing Cooperative and Vendors to build necessary programs for operational success

● Created and managed project schedules based on country priorities and readiness● Worked with Menu Management team to ensure country menus were identified and programmed into POS● Implemented remediation plans when timeline issues occurred● Facilitated International POS Team meetings● Maintained working relationships with IPC, Business Sponsors and Country/Region Project Managers

● Responsible for successfully deploying new POS software to 8 international countries● Successful implemented new POS software in Sweden and Quebec from inception to rollout to meet government fiscal regulation● Gather business and functional requirements from various country representatives● Manage the relationship with offshore software development teams, hardware vendors and Franchisees● Issue tracking and Project progress status communication to key stakeholders● Coordinate and conduct User Acceptance Testing (UAT) with QA

● Promoted to HD Supervisor within 3 years at Subway● Manages and coach 16 helpdesk resources● Provide proper support coverage through reporting and forecast analysis● Responsible for company-wide Help Desk reporting, leveraging the Data Analytics group, along with using Mitel ACD reporting and Crystal Reports● KB management and review to ensure of proper troubleshooting documentation for team● Developing an escalation process and ensure proper execution of ACD system and CRM, including billing process● Responsible for Annual Performance Evaluation of Helpdesk Technician● Handles escalated customer complaints to ensure satisfaction is met ● Part of rollout team to release new Subway Cash Card Program to 20,000+ stores in North America● Responsible for mid-year evaluations for Helpdesk● Designed and developed a Helpdesk Scorecard to measure technician performance via predetermined KPIs● Monitor the ACD phone system to ensure monthly departmental KPIs were met● Created training courses for staff to learn new software functionality

● Promoted within 9 months to Senior Technician● Provide 2nd level phone support to customers, mentored Level 1 where training was needed● Monitor activities of Level 1 support to meet KPIs● Develop technical knowledge by attending training classes and reading technical documents● Created Core Functionality Tests for QA testing of new software

● Promoted within 7 months to Team Lead● Responsible for 1st level support to Franchisees, Field Consultants, and Development Agents in all aspects of the setup and use of their computerized point of sale system● Diagnose problems over the phone through dialogue or by the use of remote software tools● Solve problems directly when able to do so and ensure customer satisfaction● Exercise proper procedure regarding escalating calls to a second level and setting up follow up calls