Jay Mcnabb Email & Phone Number

Santa Ana, Ca, Us

Irvine, California, United States

Irvine, California

Technical Support Engineer responsible for providing business critical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, has frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. Provide telephone and/or Web based support for Kofax products.Responsibilities:-Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.-Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.-Provide prompt and accurate feedback to customers.-Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.-Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.-Take issues elevated from Associate Technical Support Engineers as needed and directed by management.-Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.-Use approved protocol to communicate with Development engineers on the analysis of software issues.-Elevate hot fix requests to support managers for processing based on approved protocol.-Participate in regular support team meetings.-Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.-Prepare test systems for replication of user issues.

Huntington Beach, Ca

• Oversaw the workflow of all technology changes deployed to restaurants. This included development, testing, QA, deployment and validation of all implementations.• Enforced established Deployment service level agreements for problem resolution.• Analyzed performance of Deployment activities and documented resolutions in order to enhance quality of service and prevention of future problems.• Effectively communicated and partnered with other business units in order to meet all deployment initiatives on time while meeting all operational objectives. This includes active involvement in a formal change management process.• Managed and prioritized incoming restaurant and internally escalated help requests to Deployment team using Deployment tracking tools, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.• Monitore and tested corrective actions to ensure problems have been adequately resolved.• Managed a lab and production test environment in order to facilitate and assure quality control over images of all deployed hardware.• Tracked and analyzed trends in Deployment requests and generated statistical reports.• Assessed need for any system reconfigurations based on request trends and made recommendations.• Oversaw development and dissemination of SOP’s, help sheets, usage guides, and FAQ lists.• Planned and conducted performance appraisals of Deployment staff, administered disciplinary action when necessary.• Oversaw the development, implementation, and administration of Deployment staff training procedures and policies.• Trained, coached, and mentored Deployment Specialists.

• Support and manage all phases of deployment as it relates to equipment processing, documentation and scheduling • Responsible for all phases of Quality Assurance testing and software releases to multiple remote locations• Document new hardware and software changes for restaurant support helpdesk, installation teams and restaurants• Provide support to restaurant support helpdesk for Point of Sales (POS) and Back Office System (BOS)• Nationwide Travel to Train Vendors on installation practices for new hardware• Organize, schedule and communicate changes for over 600 Restaurants • Ensure the timeliness and absolute accuracy of the information provided to the corporate and franchise restaurants • Liaison between various business departments and management for IT requirements and procedures• Perform security measures for credit card configuration to adhere to PCI DSS v1.2 standards• Image update and creation for both Carl’s Jr. and Hardee’s concepts for the back office system and point of sale

Monitor the restaurant polling system to insure accurate and timely sales data is transmitted from each restaurant dailyCoordinate services among restaurant managers, POS technicians, software developers, and repair agenciesAnalyze, diagnose and ressolve issues related to POS and BOS systemsTrack all calls via electronic tracking systems and perform system analysisPerform quality assurance tests on all modifications and software releases Research and develop root cause analysis for solving complex business related issuesEnsure Service Level Agreement(s) (SLA's) are enforced and meant to provide the highest level of quality service possible to customers

1st Level Technical Support Analyst for the Restaurant Technical Support Center.

Certification, Microsoft Certified Systems Engineer

MCSE

Associate Of Science (As), Com\