I opted to hire my replacement for Support Manager so I could move to work more directly with the development team to address issues with the QA process and to scope new features thoroughly before release. This role is very dynamic as my knowledge of Abacus and the POS industry is crucial to multiple departments including support, development, sales, and marketing.● Create scope/specification documents for new features.● Review existing features and design enhancements.● Perform… Show more I opted to hire my replacement for Support Manager so I could move to work more directly with the development team to address issues with the QA process and to scope new features thoroughly before release. This role is very dynamic as my knowledge of Abacus and the POS industry is crucial to multiple departments including support, development, sales, and marketing.● Create scope/specification documents for new features.● Review existing features and design enhancements.● Perform company wide training and documentation.● Sales consultation and engineering.● Market research and strategy.● Manage beta and pilot programs.● General knowledge and experience sharing. Show less

I was promoted in October 2018 to manage the CSE and Support team while still working alongside them for installs and support. During this period the CSE and Support teams grew from a total of 5 staff to 15 as the customer base grew to require more install and support staff.● Internal staff training and mentoring.● Creating and reporting on staff KPI and key metrics.● Implementing new processes or updating where required.● Client retention and conflict resolution.● Large… Show more I was promoted in October 2018 to manage the CSE and Support team while still working alongside them for installs and support. During this period the CSE and Support teams grew from a total of 5 staff to 15 as the customer base grew to require more install and support staff.● Internal staff training and mentoring.● Creating and reporting on staff KPI and key metrics.● Implementing new processes or updating where required.● Client retention and conflict resolution.● Large project management.● Sales engineering.● Advanced software and hardware support.● Bug/feature prioritisation. Show less

Initially employed as a Client Success Engineer to perform installations in QLD and remotely, the role also included using my previous POS experience to consult on features and hardware. As we were a small team I also took the bulk of the regular and after hours support.● Onsite installation and support of hardware and Abacus software.● Key staff and stakeholder training.● After-sales support by phone, email, and live chat.● Consultation with stakeholders prior to complex… Show more Initially employed as a Client Success Engineer to perform installations in QLD and remotely, the role also included using my previous POS experience to consult on features and hardware. As we were a small team I also took the bulk of the regular and after hours support.● Onsite installation and support of hardware and Abacus software.● Key staff and stakeholder training.● After-sales support by phone, email, and live chat.● Consultation with stakeholders prior to complex installations.● Network support and installation.● New feature scope and quality assurance.● Bug reporting and testing.● Project management.● Menu building. Show less

Working remotely as a member of the Australian team within a global Point of Sale company I was tasked with welcoming and on-boarding new customers to the Revel platform. This involved reaching out to the new contacts immediately, introducing myself, and giving them the resources and consulting to prepare their site for the installation of the hardware and optimise the customers menu ready for use. When the client opted for installation I would also attend the site and install the… Show more Working remotely as a member of the Australian team within a global Point of Sale company I was tasked with welcoming and on-boarding new customers to the Revel platform. This involved reaching out to the new contacts immediately, introducing myself, and giving them the resources and consulting to prepare their site for the installation of the hardware and optimise the customers menu ready for use. When the client opted for installation I would also attend the site and install the network equipment and POS hardware, test all the equipment, and train the staff in the use of the POS. This is sometimes a challenge when the site has not been prepared to our cabling specifications or due to time constraints the installation needs to happen during the building process. After many years of working in this industry I have the knowledge to implement ad-hoc solutions and manage client expectations in these circumstances. My highlight in this position was being selected to work on the pilot site for Revel’s partnership with Shell due to my experience with forecourt controllers. This involved working in Bangkok doing the testing and preparation to install the first ever iPad fuel integration on a live site. This provided the proof of concept to push the secret project into a massive partnership with plans of a global rollout. My primary tasks in this role: - Project management- Manager and staff training- Networking consulting- Shop fitout consulting- Hardware installation and testing- Onsite support- Integration testing- Bug testing and reporting Show less

In my role with Idealpos I work closely with a diverse range of clients and key stake holders in order to provide customised software and hardware solutions.My responsibilities in this position include:* Tailored software packages - Communicating with customers and tailoring software packages to meet their criteria - Inputting data and customising front end architecture - Implementation of customer loyalty programs including point systems, coupon promotions and customer… Show more In my role with Idealpos I work closely with a diverse range of clients and key stake holders in order to provide customised software and hardware solutions.My responsibilities in this position include:* Tailored software packages - Communicating with customers and tailoring software packages to meet their criteria - Inputting data and customising front end architecture - Implementation of customer loyalty programs including point systems, coupon promotions and customer tiering* Compliance with relevant regulatory obligations - Ensuring personal compliance with OH&S requirements - Ensuring that legal requirements are met including NMI industry standard compliance - Software customisation adheres to relevant national and international legal standards* Installing and supporting Point of Sale hardware and software - Installation of networking hardware such as switches, routers and access points - Installation and networking of Point of Sale equipment including touch screen terminals, embedded PCs, kitchen monitors, laptops and tablets - Installation and networking of peripheral hardware including customer displays, card readers, RFID readers, cash drawers, Eftpos machines and docket printers - Integration of Idealpos software with third party systems such as Eftpos solutions, fuel consoles, gaming systems, mobile applications and accounting packages* Individual and group training - Training in the use of software, hardware and maintenance of database* Customer support - Troubleshooting with customers software, hardware and networking problems - Windows OS support encompassing tasks such as OS installation, upgrades, networking and antivirus - Onsite, phone, email and remote assistance support* Hardware repair - Onsite and workshop repairs - A range of repairs including printers, terminals, screens and other peripherals* Software testing - Testing and compiling reports regarding the functionality of new features, patches and upgrades Show less

Configured, installed and supported cash registers and point of sale systems. These included Casio, Sharp, Samsung, Toshiba Tec and Idealpos products.* Tailored solutions- Communicating with customers and programming cash registers to meet their criteria- Inputting data and customising front end architecture* Customer training- Training in the use of cash registers, scales, software & hardware* Customer support - Troubleshooting with customers software… Show more Configured, installed and supported cash registers and point of sale systems. These included Casio, Sharp, Samsung, Toshiba Tec and Idealpos products.* Tailored solutions- Communicating with customers and programming cash registers to meet their criteria- Inputting data and customising front end architecture* Customer training- Training in the use of cash registers, scales, software & hardware* Customer support - Troubleshooting with customers software, hardware and networking problems- Windows OS support encompassing tasks such as OS installation, upgrades, networking and antivirus- Onsite, phone, email and remote assistance support* Compliance with relevant regulatory obligations- Ensuring personal compliance with OH&S requirements- Calibration and verification of scales within tolerances to Weights and Measures and later NMI industry standards Show less