Robert Walker Email & Phone Number

Dallas, Texas

Addison, Texas

Reporting to Director of Support Services and VP of IT, assessed business needs and developed a plan to bring POS support services in-house from 3rd party vendor while improving service levels to the 345 Fiesta owned restaurants. Implemented ticketing systems and managed various vendors. Key Accomplishments:  In the first nine months of in-house POS support changes, achieved annualized cost savings of $189K; decreased ASA from 5:28 to 1:28; lowered ATR from 119 hours to 18 hours; and increased from FCR from 28% to 53%.  Decreased case backlog from 185 to 73 average queue count.  Implemented Service Now ticketing system, completed 14 courses, attended all general assemblies of Service Now, and trained 12 staff on the new system.  Managed onsite vendors and oversaw remodels and security camera installations.

Fort Worth, Texas

Global Software Support Sr. Manager, Aloha Support, June 2014-July 2015 February 2009 – August 2015Reporting to VP of Hospitality, managed one manager and six supervisors with direct reports in six states and three countries supporting software and hardware for over 18,000 Aloha sites. Implemented continuous training and development of all staff ensuring steady growth in metrics. Key Accomplishments:  Successfully merged 14 separate local office teams of 84 professionals from eight states into one centralized support team, introduced a single ticketing and phone system, and developed centralized processes and procedures.  In the first nine months, achieved ATR decrease from 30 to 5.5 hours, tech closes increase from 8.5 per day to 10.05, case backlog decrease from 450 to 90, NPS increase from -6% to 40%, ASA decrease from 6+ mins to 1:03 mins, and FCR growth from 52% to 78%.  Saved $672K annualized salary/benefits by gradually reducing staff. Global Software Support Sr. Manager, Hosted Solutions, February 2011-June 2014 Key Accomplishments:  Reporting to VP of Hospitality, oversaw the entire Global Hosted solutions support including 127 technicians in Fort Worth, TX, and Cebu Philippines, two managers, and five supervisors supporting 123,000 software app sites for 23,700 locations. Achieved NPS of 63% and company’s highest first call resolution results. In 2014, directed the team to close 136,540 cases. Assisted in reducing cases per site per product in close cooperation with all teams. Manager, Hosted Solutions, August 2009-February 2011 Key Accomplishments:  Reporting to Director Hospitality Support, oversaw 42 support technicians and global support for nine hosted software products.  Supported app sites totaling 45,500 in 12,500 sites.  Accomplished positive changes in staffing, budget distribution, ATR, NPS, and escalation response.

Dallas Texas

• Managed design of restaurant and oversaw the construction of all new builds.• Hired all employees, including management staff.• Trained management staff.• Worked with NYPD Corporate to develop better labor controls and POS design.• Managed all marketing of restaurant• Obtained contract to supply all pizzas to the Mesquite ISD football stadiums for 2007.• A/P and A/R.• Managed the payroll process.• Selected 3rd party vendors.• Customer relations.

• Managed POS installs for company and franchise Pizza Huts, approximately 100 per year.• Managed 3rd party vendors • Completed POS moves for re-images, approximately 150 per year.• Managed the replacement of 1275 CPUs, 1170 completed in 19 working days. (Star award received from Sr. Director of IT)• Contact for Franchise POS questions/installations/resolutions for 700 franchise units.• Developed training materials for 3rd party vendors.• Provided input to 3rd party contracts.Page 3 Robert Walker• Completed Hardware upgrades as needed in all company units for web-ordering. (Left Turn Award received from CFO and Star award received from Sr. Director of IT)• Created and managed budgets of all projects.• Completed CPU upgrades for franchisees.• Installed hardware needed for web ordering as requested by each franchise operator.• Assisted with sales of SUS/FMS POS system to manual franchise groups.• Implementation management of manual units to full SUS/FMS in domestic Pizza Huts.

POS Operations Specialist, Dallas - 1996 - 1998 Reporting to Sr. Director of IT• Managed NORAND conversions in 173 Pizza Hut sites in 14 states.• Responsibilities included training of management staff, on site management of vendors during install, managing field trainers, maintaining travel budgets and follow up.

Albuquerque, New Mexico Area

Area Coach Designate/Area Training Instructor - 1995 - 1996 Reported to Dallas/Ft. Worth Director of Operations Regional General Manager, Albuquerque - 1992 - 1995 • Managed full service with dining units, delivery/carry out, and full service dine-in.• Highest sales and profit growth in the Market in 1993 having over 50% sales growth and 80% profit growth.• Rookie Manager of the Year New Mexico Market 1993.• Opened 4 New units.• Million Dollar Managers club for 2 of 3 years as an RGM, the third year was spent fixing breakdown units and opening new unit which ran 20% over Performance.• Restaurant General Manager (RGM) of test unit for DASH phone system.• RGM of test units for: Delivery Service Challenge (DSC), Sicilian Pizza, Mama Lorelli’s Pizza (later changed to Stuff Crust), PH chicken meals.• Division Trainer for DSC.• Training manager.• Delivery service was %90 <30 or better for all 3 years as RGM.