Travis Graham Email and Phone Number

Analysis & Consultation.Conducts project initiation activitiesAnalyze existing client systems, interface requirements, business process and operational needsResponsible for development of design documents.Advise clients on best practice of design and mapping on their System of RecordProvides professional consulting services in the areas of product/service customizations, business process, complex custom reports and special projects as related to implementation effortWork with business unit SME's to define requirement for the implementation of new applications.Create business requirements based on detailed analysis of the client needs.Coordinates and consults on development efforts with Corporate IT for customization work.Develops SQL queries for ad hoc analysis to assist in implementation of the application (level 3 &4)Provides demos, training of the SME's and documentation as required for implementation of the application.Configuration / IntegrationWorks and counsels with client on system and service configuration efforts, product adaptation and business best practice solutions.Determines best methodology and oversees the accurate and timely conversion of client's dataCreates interfaces to upload data required to bring the client live (level 4)Validation/SupportBuilds client control information and oversees the pre- and post-implementation testing of products.Oversees formal hand-off of system and operational services to other ADP departments/clients.Performs testing and support during UAT. Works to resolved defects/issues.Support the client onsite or remotely during the Go Live of the new application.Provide Tier 2 support for the application to the Tier 1 support team or directly to the client as neededProject PlanningParticipates in establishing and monitoring of client implementation schedule and report status to Project Team members.Prepares individual work plans in conjunction with established project milestones.

Analysis & ConsultationConducts project initiation activitiesAnalyze existing client systems, interface requirements, business process and operational needsResponsible for development of design documents.Advise clients on best practice of design and mapping on their System of RecordProvides professional consulting services in the areas of product/service customizations, business process, complex custom reports and special projects as related to implementation effortWork with business unit SME's to define requirement for the implementation of new applications.Create business requirements based on detailed analysis of the client needs.Coordinates and consults on development efforts with Corporate IT for customization work.Develops SQL queries for ad hoc analysis to assist in implementation of the application (level 3 &4)Provides demos, training of the SME's and documentation as required for implementation of the application.Configuration / IntegrationWorks and counsels with client on system and service configuration efforts, product adaptation and business best practice solutions.Determines best methodology and oversees the accurate and timely conversion of client's dataCreates interfaces to upload data required to bring the client live (level 4)Validation/SupportBuilds client control information and oversees the pre- and post-implementation testing of products.Oversees formal hand-off of system and operational services to other ADP departments/clients.Performs testing and support during UAT. Works to resolved defects/issues.Support the client onsite or remotely during the Go Live of the new application.Provide Tier 2 support for the application to the Tier 1 support team or directly to the client as neededProject PlanningParticipates in establishing and monitoring of client implementation schedule and report status to Project Team members.Prepares individual work plans in conjunction with established project milestones.

Build location profile from customer contract provided by project management team. Configure services for location deliverables from contract. Create and configure PMS, POS, Mobile Key, ICEIOS, ICE Droid, ICEWEB integrations with information from provider. Setting up API integration for payment systems for debit and credit card processing, online orders, reservations, payment processing via mobile app and ICEWEB. Create an ICS on the webserver for the site in the territory designated for the site. Upload images to the webserver for the ICS using AWS. Create a GEMs site for administrative and user maintenance. Follow up with project team on meetings, special consideration, special need, and testing.

Implemented POS technology at customer locations. I have imaged, registered Microsoft license, configured, provisioned and provided updates, firmware, staged J2 POS terminals, InfoGenesis POS tablets, rGuestBuy Kiosks, KDS, OSD, Hyper-V and Saas. Set-up API integrations for payment systems for debit and credit card processing, online orders, reservations, payment processing via mobile app and ICEWEB. I also tested, documented and evaluated processes for complexity and accuracy. I have utilized systems such as OpenAir (NetSuite), Concur, Quickbase, Remedy, Linux. I am familiar with POS hardware and have changed RAM, added Wireless cards, MSR, changed power sources, licensed.

During my tenure at NCR Corporation, I was responsible for driving NCR Aloha systems (hardware & software) deployment process to meet client needs. Served as main point of contact for clients on a daily basis. Addressed issues, concerns and escalated to internal and external teams. Managed all communications through email, phone and fax-line for the team. Provided Live phone coverage during business hours—the first point of contact for hospitality deployment. Triage client trouble tickets and assigned to team members as necessary. This would also include the following: requests for new sales, status updates for deployment sites including deployment management, technical, logistics, training and installations issues/questions, escalations from various roll-out stakeholders, requests for post-live configurations and live site support issues/escalations. Record all client communications received and sent to client in the Deployment database (includes status changes, dates, contact fields and comments). File client specific electronic attachments (faxes and returned forms) on fileserver or in the Deployment database. Archive mail messages in Microsoft Outlook Deployment Email Box as required. On-board customers into Deployment once the Sales Team has completed the sale Distribute initial communications on Deployment process to customers via email or phone Manage first outbound communication to client to set Target Dates for Deployment activity including: Opening Dates, Install date, Training Dates, Logistics Shipping Dates, Ability to effectively transition from daily, routine tasks to urgent, immediate tasks and back again with ease. Manage the Deployment Training enrollment process with customers from target training dates to requested dates. Participate actively on a dynamic team and look for opportunities to help coworkers. Communicate with clients via phone or e-mail as required for special projects. Identify areas for internal process improvement at NCR.

Responsible for driving NCR Aloha systems (hardware & software) deployment process to meet client needs. Serve as main point of contact for client on a daily basis. Address issues and concerns and escalate to internal teams. Manage all communication through email, phone and fax line for the team. Triage client contact and assign to team members as necessary, which may include request for new sales, status update for deployment sites including deployment management, technical, logistics, training and installations issues/questions, escalations from various rollout stakeholders, and requests for post-live configurations and live site support issues/escalations. Record all client communications received and sent to client in the Deployment database (includes status changes, dates, contact fields and comments). File client specific electronic attachments (faxes and returned forms) on fileserver or in the Deployment database.Archive mail messages in Microsoft Outlook Deployment Email box as required. On-board customer into Deployment once the Sales Team has completed the sale. Distribute initial communications on Deployment process to customers via email or phone. Manage first outbound communication to client to Target Date for Deployment activity including opening dates, install dates, training dates, logistics shipping dates

Serves as a single point of contact for all Franchise/Brand client interactions and is responsible for the following during the life cycle of the client relationship: Ensures all contracted services are followed and delivered. Coordinates and oversees client escalations through resolution. Manages franchisee relationships, while working in conjunction with Account Executives to manage corporate relationships. Updates, publishes, and shares client support material. Manages client expectations about policies and procedures. Enforces client established processes and best practices. Manages compliancy with service level agreements. Manages client inquiries around billing and invoicing. Supports the Client Services Manager to ensure accurate billing and invoicing for recurring services, such as software support, software maintenance, and hardware support. Manages and maintains sales and/or cost forecast details, as they pertain to designated clients. Ensures support and issue resolution, across all functional areas. Serves as the liaison between the client and all internal service groups, such as Help Desks, Service Partners, and Business Center Teams.Prioritizes client needs and transitions from standard-daily to urgent-action-required tasks, and back again, with ease. Proactively communicates with clients. Maintains client communication templates, both verbal and written. Attends regularly scheduled client calls.

Contact field installers, clients or site representatives regarding hardware configuration readiness. Configure and/or Certify that the solution of hardware and software functions as designed, that devices route properly, and that credit/gift are loaded properly for each site. Prepare sites for activation and complete pre-live to live switch including handoff to Help Desk. Proficient in first-level troubleshooting, diagnostics and repair for desktop workstation, Site Controller, terminal, printer and peripheral devices. Troubleshoot issues, and Open cases/requests for OBF or missing hardware as necessary. Install and configure Windows O/S environments (XP, Vista Business) and associated business software. Proficient in basic networking troubleshooting and terminology. Provide updates to clients, vendors and corporate personnel as necessary. Manage escalations and urgent requests into the Deployment functional groups or support groups as required. Record all client communications received and sent to clients or team members in the Deployment database (includes status changes, dates, contact fields and comments). Implement other technical resolutions as business needs dictate.

Managing and implementing service request for technology solutions companies. Providing software and hardware solutions for companies and organizations. Providing project management and technical support at customers sites in the Metropolitan Atlanta area. Major accomplishments include maintaining a service level agreement of 100% for all service requests. Meeting all service level agreements for all projects with a rating of 100%. Providing technical networking installation of HP 5412 switches for a national grocer in the southeast region for 65 store locations in 6 months through a Certified Hewlett Packard dealer. Provide firmware updates, POS upgrades, heat mapping, IOS Upgrades, Installing Lexmark printers for Certified Lexmark dealers, SAP installations through certified dealers, Cisco installs through certified dealers, Dell installs through certified dealers.

Responsible for coordinating the telephony of EaMIS and EaAVPN services.Managed telephony orders from end-to-end, including interface with the Telco organization to manage orders and gather timely status. Managed telephony expedites and escalations within the process. Received AIR requests from any IXC and input into FFLOW tool, validate the address and 8 digit CLLI code, and request CLLI code creation as needed. Telephony point of contact between any IXC and network groups in relation to FFLOW request, and will track and escalate on delays to AIR response: Customer delays; IXC delays; Network delays. Validate telephony AIR response from NSS & Trigger FOC (CSDC role today), and send telephony AIR Response to any IXC Customer.

Legacy Cbeyond point of contact for telephony implementation and disconnect of wireless business customer in assigned markets through regrooming, and rehomes using Neustar, Granite Webxing. Papa workflow telephony systems as the management assignment identifier, Seibel as an additional tracking telephony tool to get FOC and SOC dates. Provided ongoing telephony updates on spreadsheets on a weekly basis to capture the progress of active telephony projects and disconnects. Prepared telephony ASR/LSR orders for wireless products, submitting to ILEC and CLEC’s electronically. Submitting helpdesk tickets when Neustar telephony orders have not flowed to Seibel system. My major accomplishments include completed all disconnect request on time saving customers $750,000. Submitted appropriate trouble tickets to support for system error preventing disconnect falling out the system that allows over billing.

Point of contact for telephony implementation and disconnect of MPLS, Frame Relay, Private Line, NetVPN, Transport, and ISDN Networks. Moving telephony project through implementation and service management. Assisting sales team with telephony migration of BellSouth Long Distance and At&t merger. Developed scope of work and project plans through telephony order management including Life Cycle Management. Provided telephony order guidance to engineers and technicians in the field and at the central office locations from rollout to resolving issues and escalations. Prepared telephony ASR/LSR orders for all products, submitting to ILEC and CLEC’s manually and electronically. Escalating and providing account research and accountability. Completed a 45 day telephony port speed upgrade for Wells Fargo/Wachovia migration for all Georgia banking centers and ATM to include 300 install and disconnect orders. Major accomplishments include completed an audit on fallout for billing overages reflected from service disconnects in a 45 day period and resolved customer billing conflicts that was in arrears over a 6 month period saving the customers $850,000. Recognized by Area Vice President for accomplishment.

Managed the telephony migration processes for Business Markets customers migrating from Bellsouth Long Distance to AT&T Business Systems using Bellsouth – Avalon, Bocris and AT&T’s – P8 CPS, SBCLD Reports, SOTS, and EFMS.Prepared telephony migration orders for switched and dedicated products moving from Bellsouth Long Distance to AT&T Business Systems post merger initiative.Coordinated, tracked and escalated the telephony provisioning and installation of switched and dedicated products from Bellsouth Long Distance to AT&T. Provided telephony status updates to management and customer on excel spreadsheets. Determined telephony project scope and assembled a project plan and deployment.

Managed the telephony switched voice provisioning infrastructure processes ensuring all telephony installation activities involving the customer and carrier technicians are completed successfully. Created analyst report for mid and senior managers. Drove escalations for telephony provisioning and installation of switched voice infrastructure across multiple networks to service turn up. Developed project scope and assembled the design and deployment team. Major accomplishments included prepared legacy BellSouth customers network infrastructure guidance, incentives, contracts, and specialized attention and support during AT&T merger process. Instrumental in resolving billing issues. Recognized by Area Vice Presidents for accomplishments.

Secured and serviced 20 new business clients through social media, industry events and supplier diversity programs. Met with manufacturing vendors and clients to develop scope and maintain client relationship. Forecast with team members to develop and test new marketing and sales approaches for service. Increased sales by $500,000.

Providing customer service to clients at the Red Shield operations center.

Providing customer facing service to consumers, Transaction resolution, escalations, troubleshooting.

Provisioned telephony switched voice and toll free services for small business solutions on Bellsouth OMS, ATF and AT&T’s – I Advantage telephony systems. Provisioned 1+ enhanced telephony calling features including call routing, call forwarding, call blocking, calling codes and most customer calling features on Bellsouth 1+ database and ESM telephony systems. Searched and Reserved toll free numbers for small business in the 800 National SMS telephony database.Built Customer Access files (CAD) in the 800 National SMS telephony database. Managed FCC required telephony LOA for seamless transition from one carrier to the Bellsouth network within a standard interval for RespOrg compliance. Provided coordination, tracking and management during telephony installation of voice services and customer service to Bellsouth customers. Finalized telephony transaction with a test call for completion. High volume telephony customer call center experienced through ACD telephony system.

Providing project support in operations support center.

Provisioned telephony product and services for the Global Implementation Group on the following telephony systems: Netpro, Orderpro, Statuspro, Netcom, Coms, ATTC, Pvon and VDDS. Researched telephony billing and provided feedback for Frame Relays, ATM, Toll free services, Standard and ISDN Switched and Dedicated telephony service, Private Line and Internet Protocol. Verified accuracy of telephony orders. Provided tracking to complete telephony provisioning. Provisioned and ensured timely and efficient telephony installation of VNET, 800, Private LineT45, T1.5, Frame Relay, T1, T3, Sonet OC3 and ATM utilizing MCI legacy telephony systems: NETCOM, COMS, NETPRO AND VDDS Consulted with Field Reps on order submission and related telephony activities. ISO9000 certification in telephony processes.

Designed Refshop, an automated accounts receivable, invoicing and tracking program. Merged Refshop and Qcshop automated systems. Qcshop is a system of approving and releasing quality audited material that has met the requirements to forward to clients.Developed a check writing routine for contractor payroll. Provided technical support to Information Systems. Provided account receivable ledgers for client billing and contractor payroll. Maintained all accounts receivables ledgers. Provided troubleshooting for all billing issues. Maintained database files including but not limited to cleaning, running queries and documenting problems. Designed accounts receivable and revenue close out reports. Responsible for balancing and billing upwards to $800,000 in a monthly billing cycle.Scheduled all close out procedures. Consulted with Account Managers to determine estimates on potential revenue for billing periods, issues and specifications.

Consulted with the Mshop Administrator with the Mshop development and the flow of operations. Mshop is a multiple assigning and follow up of marketing questionnaires, pricing studies and an array of marketing research methods of reporting factual events to perspective clients. Consulted and designed the Mshop contractor payroll form. Consulted and designed the questionnaire log in module. Consulted and designed the receipts log in module and maintained the receipt files.