Steven Key Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

• Manages multiple properties as client liaison for our utility billing software, Yardi Voyager, to ensure maximum efficiency and satisfaction with the Yardi Energy product• Assist portfolios to increase their key metrics and achieve business goals • Analyze self-performance to ensure key performance indicators, such as on time billing percentages, are being met at an extremely high level• Coordinate with Implementation to allow for seamless transition and maintain high quality and consistency as clients move between teams • Acts as liaison between client and Field Services to ensure timely and thorough completion of all on site work needed

Columbus, Ohio, United States

• Monitors and resolves z/Os mainframe and distributed batch scheduling failures and performance issues • Utilizes tools such as ZEKE, ZENA, SAR, and Service Now• Escalates issues to appropriate application teams and technical specialists as needed • Performs standard and emergency changes as needed to fit the needs of various application teams• Thoroughly documents interactions with all customers for future reference• Monitors various system data points that support batch scheduling, such as CPU usage, system input/out, and Master Console errors, to identify and resolve system errors• Edits and publishes reports for our executive and management teams detailing mainframe status and outstanding failures

Columbus, Ohio Area

• Deploys over 2000 sites with a new credit card processor “Connected Payments” and migrated said sites to Windows 10• Provides escalated support for Level 1 remote technicians assisting on-site technicians through each installation deployment via phone and online chat (WebEx Teams)• Delegate tasks internally on our team to maximize productivity and manage Level 1 resources• Utilize our project management application Trello to provide direction to on-site technicians. • Escalate items needed to Tier 3 support as needed • Mastered product knowledge of Connected Payments and Aloha Point of Sale in resolving issues during deployment• Assist Tier 1 general queue as needed along with Windows 10/Connected Payments related work

Greater Atlanta Area

• Provides support for 150+ cases monthly escalated beyond the scope of Level 1 support for our RTIconnect product line for over 5,000 stores across multiple concepts• Assists direct supervisors in managing the Level 1 team and provides additional support for Level 1 technicians • Takes ownership of menu management administration for multiple concepts, notably Arby’s and Moe’s, creating new menu items, new inventory items, and managing order guide and menu mix maintenance• Collaborates directly with Level 2 and Level 3 external support staffs to resolved escalated issues• Leads quarterly training for Level 1 team to advance product knowledge • Assists clients in implementing new payroll, general ledger exports, and POS (Point of Sale) integrations with RTIconnect• Enters initiative-taking, enhancement tickets with development team via JIRA to tailor the product to fulfill client requests and needs

Greater Atlanta Area

• Resolved 200+ tickets a month, providing quick and effective resolutions for multiple issues in a helpdesk environment via email, chat, and telephone support• Created, modified, and tracked support requests through Salesforce and JIRA • Worked effectively in a high pressure, fast paced environment, maintaining strong time-management and constant internal and external collaboration • Utilized experience in food variance, labor, cash reporting, and restaurant operations to assist clients • Installed RTIconnect software for clients and integrate with multiple different POS and SOS (Speed of Service) systems, 3rd party truck vendors, and 3rd party employee onboarding companies• Created 50+ custom reports across four clients per individualized requests to meet their business needs (i.e. cash sheets, projection reports, labor reports)