Dedicated Service Delivery Advocate ensuring successful delivery of CrossCom Services (Service Desk Support, Field Service, Parts Inventory, Account Management) to one of the top 5 largest grocery retailers in the nation, operating more than 2,000 stores and multiple distribution centers across more than 20 states.

Professional Soccer Team in USL League One • Work with setting up Team Store @ Stadium on Gamedays and Team Store in downtown Greenville. • Assist with merchandising and restocking.• Open / Close store and use of Shopify POS system.• Making sure the fans have a great souvenir and ultimate gameday experience.• Subject Matter Expert in minor league sports merchandise.

Proud Affiliate of LA Kings playing in ECHL Hockey League • Work with setting up Team Store on Gamedays @ The Well and special events. • Responsible for merchandising and restocking.• Open / Close store and use of Shopify POS system.• Making sure the fans have a great souvenir and ultimate gameday experience.• Subject Matter Expert in minor league sports merchandise.

• Oversee Service Desk P&L Allocations for 20+ clients generating over $15 million annual revenue with onshore and offshore support delivery• Directly involved with FP&A for Services Division by analyzing all line item cost and making cost reduction recommendations as well as making revenue and gross margin predictions• Create Invoices for 7 clients totaling $7 million in annual revenue • Interface with VPs, Controller, Sales, Account Managers, Service Directors, Service Operations, Desk Managers, and Global Delivery Locations in regards to Financial P&L cost controls, revenue and gross margin improvements• Directly involved with RFP & RFI process for Global Service Desk from pricing, revenue vs cost model review, and presentation with potential client• Write detailed Business Continuity & Disaster Recovery Plans for Service Desk and the various delivery locations, Onsite Security, and Facility Safety Plans• Directly involved with local Facility Management from vendors, asset management, safety, security, property management, and maintenance• Project Management experience with over 6 Facility moves / consolidations as well as assisted projects related to technology upgrades• Event Management experience with hosting Sales Conferences and Manager Summits from assisting with agenda, hotel accommodations, food & beverage, and team building events• Directly involved with recruitment of service desk agents and bilingual agents by visiting & hosting multiple job fairs, building lasting relationships with colleges, creating interview process, and conducting interviews• Assisted in consolidation of 3 onshore service delivery locations into one as well as transitioning an onshore delivery location to offshore

Tolt Soultions was also known as or part of retail division of Agilysys / Kyrus Solutions / Getronics / Pomeroy.• Serve as lead contact for support of POS and IT issues between stores and corporate headquarters for several customer accounts including specialty retail, grocery, drug, and DTC outlet stores.• Team Lead / Level 2 for DTC stores / outlets such as the largest action sports brand, 3rd largest Athletic Brand, largest destination sports retailer in the Midwest, and a premium electronics sound retailer. • Assisted with overall operations of the Retail Global Service Desk in US and assist in managing our Retail Service Desk in Manila, Philippines. • Analyze, diagnose, resolve hardware and software problems via phone, email, and chat.• Resolve problems related to Ingenico, Verifone, Lexmark, and HP hardware• Resolve problems related to Aptos, Micros, Oracle, Toshiba 4690 software• Determine processes and protocols for resolving issues• Write detailed support procedure documentation for internal use• Directly managed Level 1 & 2 Analyst, Process Leads, Trainer, QA Analyst• Conduct meetings with customers to address any concerns and maintain successful relationships • Assist in the Quality Assurance of ticket, service, and call quality for Retail Service Desk

• MGR of 1st Base Greenville Drive Baseball Team Store (Single A Team of Boston Red Sox) on Game Days, as well as NCAA Division 1 Baseball and SOCON Tournament Game Days.• Help out as needed in 1 of the 3 different Greenville Drive Team Stores on Game Days. • Responsible for restocking the stores, opening/closing of the store, counting money.• Sell merchandise to customers using Microsoft Dynamics Retail Management System POS.• Making sure the fans have a great souvenir and ultimate gameday experience.

• Supervisor of a team of 10 people including overseeing marketing/merchandising employees.• Worked with marketing companies such as Acosta, Advantage, Crossmark, P&G, and Kraft.• Directly responsible for merchandise sets in 20 stores. • Semi-Responsible for merchandise resets and store layouts for stores in 4 states.• Ensured plan-o-grams and sets were completed to company standards.• Submitted several several daily, weekly, quarterly reports including payroll.• Semi-Responsible for the merchandise process for opening of new stores and closing of defunct stores.

• Directly responsible for ordering inventory for Grocery and Dairy Categories• Assisted and Maintained target inventory levels & shrink for all departments• Recorded sales and purchasing data each day• Acting Location Sales Manager when he was absence• Managed all aspects of the front end and service desk• Performed all closing duties including balancing & reconciling tills, completingclosing reports, organizing the store, and securing premises