Jon Loyd Email & Phone Number

• Trained the new level 2 APAC team to take over Senior EPOS Analyst duties.
• Prepared a new procedure for market basket issues that decreased resolution times by up to 50%.
• Attained additional training from Engineering Support that improved SLAs and prevented unnecessary escalations to Level 3
• Established as a subject matter expert on market basket processing, AZ Copy, fuel polling issues, and Wayne pump configuration issues.
• Constructed documentation for a recently discovered encryption issue that prevents debit transactions at the pumps and reduces the resolution time to within 8 hours.

Sanford, North Carolina, United States

• Slashed the number of tickets generated and worked from market basket, blank journals, and discount aggregator reports by 80%.
• Developed PowerShell scripts to automate troubleshooting for common issues, reducing IT support time by 28 hours per week.
• Appointed as the overnight escalation person between Level 2 Helpdesk and Level 3 Retail Systems Engineering Support.
• Executed remote troubleshooting and resolved issues with Circle K PCs and POS equipment for 10-30 incidents per day.
• Produced over twenty documents for Level 1 and Level 2 Knowledgebase.

Sanford, NC

• Accomplished converting 1600 acquisition sites from their previous networks to Circle K’s Tempe network.
• Converted an additional 1200+ Shell sites to EMV credit card processing.
• Employed the Heat ticketing system to document IT issues and assist onsite technicians in troubleshooting Circle K PCs and POS equipment for up to 30 issues per day.

Raleigh-Durham, North Carolina Area

Primarily assisted resellers with technical support, programing, and network issues related to SL1100 and SL2100 PBX systems. Created technical documentation for use by resellers and other technical support personnel. Build, configure, box and ship PBX phone systems to reseller’s specification

Fuquay-Varina, NC

Maintenance: provide excellent customer support, general cleaning, and special projects. Additional Duties: Cashier, cart pusher, layaway, site to store pickup, and paint mixing

Dunn, NC

Daily business paperwork detailing all monetary transactions, stocking, loss prevention, supervise other employees, inventory, and ensure excellent customer service.

Lillington, North Carolina, United States

Lillington, NC

Assist customers in locating automotive parts and accessories, provide excellent customer service, stock inventory, reset shelf merchandising, and supervise other employees.