Mark Greiner Email & Phone Number

Dallas, Texas, Us

• Provide customer support (onsite and/or remote) including responding to incoming customer calls regarding product-related issues, service questions and general inquiries.• Perform customer deployment and implementation activities (configurations, network configuration and setup, menu/item maintenance as needed, phone support), and provide best-practice coaching as related to the suite of products Work with the product team and leadership to stay updated on product knowledge and be informed of new functions that can benefit all customers.• Assist with on-boarding new employees and training them based on your expertise and skill set Impact the company's bottom line by monitoring customer satisfaction levels and continuously striving to deliver excellent customer service.• Create and maintain Knowledge Base material. Assisted in created over 100 documents in November and December 2020.• Train customers and partners on Tabit Dine In systems.• Network monitoring using UNIFI systems.• Assisted in creating merchant accounts for credit processing using Roamdata.

• Managed the on-boarding process from installation to going live. • Worked closely with the sales team, Development, and account on transition from sales to on-boarding, and going live.• Set billing dates and enforced billing when contracts were not met.• Managed the installation schedule for POS installations and all support activity.• Trained customers on using their Admin Portal for their systems.• POS configuration for online ordering for Aloha POS, Micros, and Positouch.• Manage and troubleshoot order delivery methods Aloha, Micros 3700, Positouch, Comtrex, and Focus, also to printers, fax, and email.• Worked and managed all aspects of the helpdesk from troubleshooting, escalation, after hour support schedule and documentation. • Endure all team members are using ‘best practices’ when dealing with customers and helpdesk issues.• Scheduled and managed software updates across entire platform. • Work with POS dealers on installations and troubleshooting issues.• Service level tracking and improvement by establishing and enforcing best practices.• Crating and augmenting product and process documentation for all product lines.• Work with development team on new features and enhancements to software.• Interview, hire, and coaching employees to be top performers and be contributors.• Lead operational calls with developers, support, and leaders of those departments.• Managed accounts and their complaints or issues.

• Developed help desk policies and procedures for business hours and after hour support.• Ensured help desk met Service Level Agreements and Vendors met theirs.• Prioritized and solved technical problems, questions, and operational issues accurately and in a timely manner supporting over 200 stores.• Escalate complex tickets to the proper team when needed. Track and monitor all tickets for timely resolution.• Collaborated with Marketing, Operations, and the IT department to ensure issues were being resolved and they understood trends and day-to-day issues.• Worked with mangers to resolve inventory issues and reports.• Rolled out and created all aspects of new helpdesk solution; Zendesk.• Created schedule for after hour support to ensure proper cover.• Help desk liaison for all franchisee partners. Relaying information and assisting in any training and support needs.• Ran Quality Assurance on new software releases and hardware platforms.• Create support documentation for training and future use on troubleshooting issues and processes.• Interviewed potential new hires and collaborated with hiring manager on the process.• Trained and mentored new employees on the team to assist them to be a great team member and contributor to the company’s success.

Arlington, Texas, Us

Arlington, Texas, Us

San Diego, California, Us

Scottsdale, Arizona, Us

• Installed Aloha POS and Back Office system and networks.• Supported and troubleshooting the Aloha POS, hardware (servers, printers, terminals, MSRs.), and back office equipment• Edited Menu database to reflect correct prices and new menu items.• Distribution of hardware replacement for POS terminals and POS printers.

Mcse - Networking Technologies Program

General