Michael Whalen Email & Phone Number

Reno, NV, US

Chicago, IL, US

Chicago, IL, US

• Displayed a strategic combination of technical and management abilities to lead the West division with daily information technology (IT) support, effectively overseeing multiple sites within a market that encompassed.
• Traveled throughout the division to assist field service engineers and on-site field technicians with POS installation and troubleshooting.
• Served in a key leadership capacity, managing the interviewing, hiring, onboarding, and training of new personnel to ensure continuity and integrity of standard operating procedures (SOPs).

Chicago, IL, US

• Provided oversight for strategic planning and IT roadmap creation while maintaining strict adherence to leading best practices, ultimately guiding teams to achieve key performance indicators (KPIs).
• Operated as a technical subject matter expert (SME) to operational leadership devising solutions that aligned with business needs while upholding budget and timeline requirements.
• Oversaw a cross-functional field team comprised of IT managers, field systems engineers, and regional IT managers, ultimately creating and tracking project budgets exceeding $3M; developed a range of solutions to meet.

Chicago, IL, US

• Managed IT operations for high-profile locations, including STAPLES Center, T-Mobile Arena, Pepsi Center, and Toyota Center, leading regional IT directors and field service engineers throughout the technical, hands-on.
• Researched and presented IT solutions to location management while also handling and resolving any escalated issues to ensure timely service execution.
• Interfaced directly with vendors to formulate quotes to achieve scalable initiatives that aligned with both venue needs and guest experience targets.

Austin, Texas, US

• Provided key leadership to a remote team of 12 employees and 10 contractors throughout the United States, overseeing technical implementations for large-scale high-traffic venues and arenas.
• Led team building and training as a mentor and coach to improve retention and elevate employee satisfaction; additionally, managed team utilization to maximize productivity, balance quality of life, and minimize.
• Maintained strong communication through bi-weekly meetings to discuss and review projects, processes, and further develop team knowledge and strengths.
• Coordinated schedule and project updates with upper management and created plans that showcased the scope of work to ensure success based on goals and KPIs.
• Liaised directly with major account customers and senior leaders to assist with sales and ensure accurate quoting of project needs and consulting time.

• Oversaw the hospitality POS and technology company that covered a territory across Nevada and Utah, ultimately leading daily operations for employment, sales, service, and accounting.
• Calculated and managed various project P&Ls and budgets while also ensuring the successful planning and implementation of initiatives spanning various sizes.
• Built and upheld vendor relations involving account establishment, terms, pricing, and purchasing.

• Managed the install, service, and support for CountMeIn biometric timekeeping and POS systems.
• Restructured the helpdesk in accordance with business needs to increase productivity and evaluated performance to establish a new schedule, policies, and procedures.
• Created and implemented a support service handbook and established weekly team meetings to elevate department consistency.

• Performed daily operations and supervised both an office staff and technicians, ensuring the execution of projects ranging from four to 64+ cameras with required design, scheduling, and implementation.
• Created a standardized pricing structure that improved sales by 20% and profitability 33%.

Columbia, Maryland, US

• Handled the implementation of the MICROS RES 3700 and e7 point of sale systems.
• Managed each project from sales hand-off to programming to installation to post installation follow-up.

US

• Managed all aspects of their corporate Aloha system which consisted of over 40 locations at the time.
• Evaluated corporate needs and recommended we switch to Micros which offered a better, enterprise level, point of sale system for central management.
• Assisted with the network design of the new system before leaving to work directly for Micros.

US

• Programmed, installed, and supported multiple point-of-sale software systems including Aloha, Squirrel, Digital Dining, and ECR Catapult.
• Installed and supported electronic cash register systems such as Olympia, Sharp, and Panasonic.