This role entails oversight of all personnel, budgets, contracts, planning, and operations for Anime Milwaukee.

Provided support for the Retalix Point of Sale system nationwide and the retail payment network,maintaining an average first call resolution rate of 80%.Acted as a point of escalation for complex, highly visible, and time-sensitive escalations.Provided scripted automation solutions on no less than 3 occasions that resulted in a significantreduction in errors, rework, and at least 60% of projected man hours over the manual process.Established strong relationships with 3rd party vendors for hardware triage and replacement. Led an organization-wide peer recognition program called Star Achiever, which included leading a team of 7 in refining the application submission and scoring process, coordinating a budget for spot awards, trophies, refreshments, and decorations, and scheduling a monthly company-wide award ceremony.

Supported POS software, proprietary EPS software and configuration, and site maintenance issues. Analyzed hybrid network systems that included satellite and terrestrial connections for transmission issues. Assisted in training new agents on best practices for POS and network support.Planned and executed move/add/change requests for intra-departmental personnel moves.Planned team outings and managed associated budgets.