Manage four specialized Level 2 Support teams including BPO to optimize performance and develop team members to advance to the next level in their careers.Oversee the realignment and reorganization of six teams which included evaluating current processes, creating an operations playbook, hiring team members (15+), evaluating & setting proper KPIs and setting team & individual goals.Collaborate across departments to enhance and update current internal processes including… Show more Manage four specialized Level 2 Support teams including BPO to optimize performance and develop team members to advance to the next level in their careers.Oversee the realignment and reorganization of six teams which included evaluating current processes, creating an operations playbook, hiring team members (15+), evaluating & setting proper KPIs and setting team & individual goals.Collaborate across departments to enhance and update current internal processes including workflows for Post Sale to Go Live and Support.Oversee a quality program utilizing NPS as a driving factor. Show less

• Oversee a team of Tier 2 Analysts, Specialists, Tier 1 Specialists, and Post Install• Developed a Post Install process for new clients after implementation to ensure a smooth transition from Implementation to Support and Account manager. This process reduced support calls for newly installed clients dramatically by having team members focus on regular scheduled calls and training sessions for an extended period of time.• Work with Product stakeholders to review, rank and triage new… Show more • Oversee a team of Tier 2 Analysts, Specialists, Tier 1 Specialists, and Post Install• Developed a Post Install process for new clients after implementation to ensure a smooth transition from Implementation to Support and Account manager. This process reduced support calls for newly installed clients dramatically by having team members focus on regular scheduled calls and training sessions for an extended period of time.• Work with Product stakeholders to review, rank and triage new bugs and features.• Consult with the Implementation team and pre-install clients for best practices for hardware and network configurations Show less

• Oversee a team of Tier 2 Analysts, Specialists, Tier 1 Specialists, and Post Install• Developed a Post Install process for new clients after implementation to ensure a smooth transition from Implementation to Support and Account manager. This process reduced support calls for newly installed clients dramatically by having team members focus on regular scheduled calls and training sessions for an extended period of time.• Work with Product stakeholders to review, rank and triage new… Show more • Oversee a team of Tier 2 Analysts, Specialists, Tier 1 Specialists, and Post Install• Developed a Post Install process for new clients after implementation to ensure a smooth transition from Implementation to Support and Account manager. This process reduced support calls for newly installed clients dramatically by having team members focus on regular scheduled calls and training sessions for an extended period of time.• Work with Product stakeholders to review, rank and triage new bugs and features.• Consult with the Implementation team and pre-install clients for best practices for hardware and network configurations Show less

• Oversee a team of Tier 2 Analysts, Specialists, Tier 1 Specialists, and Post Install• Developed a Post Install process for new clients after implementation to ensure a smooth transition from Implementation to Support and Account manager. This process reduced support calls for newly installed clients dramatically by having team members focus on regular scheduled calls and training sessions for an extended period of time.• Work with Product stakeholders to review, rank and triage new… Show more • Oversee a team of Tier 2 Analysts, Specialists, Tier 1 Specialists, and Post Install• Developed a Post Install process for new clients after implementation to ensure a smooth transition from Implementation to Support and Account manager. This process reduced support calls for newly installed clients dramatically by having team members focus on regular scheduled calls and training sessions for an extended period of time.• Work with Product stakeholders to review, rank and triage new bugs and features.• Consult with the Implementation team and pre-install clients for best practices for hardware and network configurations Show less

• Oversaw a team of Tier 2 Analysts and Specialists in a 24/7 support department• Enhanced Escalation and Tier 2 team metrics reporting in Salesforce• Worked with Product and Engineering to review and rank product defects and feature requests• Managed a multiple ongoing projects (Windows 7 EOL upgrade project for 140+ customers)

• Served as an escalation point for advanced or complex configurations.• Led a team to coordinate/perform credit card environment upgrades (TLS) for 140+ customers• Installation and configuration of EZLinks software products (Hardware/drivers, Servers, workstations, tablets, receipt printers, network printers, touch screen monitors, inventory scanners, etc.)• Experience working with Windows 10 and Windows Server Operating Systems (troubleshooting, upgrading, imaging)• Microsoft… Show more • Served as an escalation point for advanced or complex configurations.• Led a team to coordinate/perform credit card environment upgrades (TLS) for 140+ customers• Installation and configuration of EZLinks software products (Hardware/drivers, Servers, workstations, tablets, receipt printers, network printers, touch screen monitors, inventory scanners, etc.)• Experience working with Windows 10 and Windows Server Operating Systems (troubleshooting, upgrading, imaging)• Microsoft SQL (queries, stored procedures, database troubleshooting, POS application server and SQL database migrations, Data Analysis/Reporting Investigations).• Configuration of Interfaces for Reservation and POS Software • Advanced LAN/WAN connectivity troubleshooting skills (Wireshark).• Documented defect replication steps and feature requests in the product management system. Show less

• Coordinating resources and information across departments including product development, support and IT prior to and during installation. • Training current team members to further their advancement.• Project planning and budgeting, business process consulting and analysis, data imports, documentation, training for custom CRM and Accounting software

• Coordinating resources and information across departments including product development, engineering, and support and IT prior to and during installation. Training current team members to further their advancement.• Helped clients integrate to our software to their accounting software including Quickbooks, Great Plains, Peachtree, and others.• Past 4 years executed 300+ implementations for current and new clients including multiple multi-facility operations.• Manage the… Show more • Coordinating resources and information across departments including product development, engineering, and support and IT prior to and during installation. Training current team members to further their advancement.• Helped clients integrate to our software to their accounting software including Quickbooks, Great Plains, Peachtree, and others.• Past 4 years executed 300+ implementations for current and new clients including multiple multi-facility operations.• Manage the pre-installation process for new clients and existing client renewals, which includes software implementation, systems integration, software conversions, data migrations, hardware and software configurations. Show less

Extensive travel across the country to various golf course to completely set up and test equipment, perform any necessary configuration changes, train the management and staff on the use of EZLinks products, and ensure a smooth transition from any previous software.• Post-Installation, I am the main point of contact for the new client, and work closely with course management to implement advanced products and features until the client is transitioned to their respective account… Show more Extensive travel across the country to various golf course to completely set up and test equipment, perform any necessary configuration changes, train the management and staff on the use of EZLinks products, and ensure a smooth transition from any previous software.• Post-Installation, I am the main point of contact for the new client, and work closely with course management to implement advanced products and features until the client is transitioned to their respective account managers.• Required to work closely with members of several different departments, including Sales, Implementation, and Support in order to get projects completed in a timely and professional manner.• Communicate proactively and re-actively with colleagues and clients in order to ensure that the needs of new and existing clients are being addressed.• Create documentation used by the company's employees both in house, and out in the field as best practice methods to ensure that the golf course's facility will function successfully based on proven procedures used by past clients all across the world. Show less

Tech support specialist assisting golf course employees with EZLinks software applications with technical and user problems including networking, hardware support, system configuration, software setup, and general troubleshooting. Conduct training sessions with clients to better utilize software to the best of its abilities. Assisted in set up of new courses and software applications.

Assisting the Director of Golf/Head Golf Professional with managing, selling and promoting tournaments and outings.Supervise and manage the total golf operations in a professional and efficient manner in the absence of the Director of Golf, Control and manage play; ensure guest check-in and fee collection in coordination with the starter, Assist in managing the total operation of the practice facility, Provide golf instruction and clinics that are consistent with instructional methods… Show more Assisting the Director of Golf/Head Golf Professional with managing, selling and promoting tournaments and outings.Supervise and manage the total golf operations in a professional and efficient manner in the absence of the Director of Golf, Control and manage play; ensure guest check-in and fee collection in coordination with the starter, Assist in managing the total operation of the practice facility, Provide golf instruction and clinics that are consistent with instructional methods, policies and procedures, Assist in supervising, scheduling and training of golf shop personnel as directed by the head professional, Assist in the purchasing, receipt, display, inventory control, promotion and sales of merchandise, Assist in planning and budgeting for the golf operations, Develop and enforce tournament regulations for all events, Assist in developing annual tournament schedule including sites and dates, Responsible for event starting and scoring administration, Compile reports, budgets, and projections and revise procedures as needed, Responsible for coordinating "team" meetings to prepare for the schedule of events and activities related to each specific event, Train, motivate and develop golf staff to ensure effective performance and growth through consistent on-the-job training, Help develop business and long-range marketing plans supporting departmental goals, directions, and priorities. Show less