Troy Underwood Email & Phone Number

Focusing on Loyalty and Merchandising business areas, implement solutions that address business issues and needs.Provide 3rd level support, working with our 2nd level application support teams.Partner and collaborate with external vendors to identify problem areas and implement joint solutions.Improve existing database packages to address business problems.Implement ETL / data transformation solutions (SAP Data Services, Informatics IICS Cloud)Part of Customer Communication project team to implement custom data transformation importsCreate/customize custom unix/windows/sql scripts

Provide leadership/mentorship to application support teamCollaborate with internal development teams and external vendors on prioritizing software solutionsIdentify opportunities to improve existing support processes.

Provide 2nd level support, focusing on retail store environment.Specific responsibilities include:- POS NCR software support (POS registers and back office software), including Microsoft SQL server.- 2nd level support for merchandising and store inventory management systems, including head office software, custom windows and unix scripts, SQL automated jobs, crystal reports, SAP ETL scripts.- Managing new store opening procedure tasks, communicating with multiple teams (internal and external) to ensure successful store openings.- Ecommerce support, working with external vendor to ensure website functionality, ensuring existing systems function properly connecting with Ecommerce platform.

Reporting to Manager, Application Support, provide senior mentorship and guidance to all IT support teams.- Responsible for transitioning application support from multiple development teams to application support team, including training, documentation and mentoring.- Work with development teams on long-term problem solutions for recurring problems.- Design custom reports/SQL on request from business partners.- Part of project team, designing cutom solution implementing Service Now system.- Part of several after-hours support teams including Loyalty, Supply Chain, Merchandising, and Transportation Management teams.- Interviewing potential new hires to the team

Provide application support for over 100 business applications, servicing over 100 stores, 1 office and 3 warehouses.

Develop and support custom built data warehouse scripts. Administrate CRM software solution. Administrate Corporate reporting solution.- Provide support for Corporate Data Warehouse. - Part of project team in converting hundreds of manual scripts to Corporate ETL Application, SAP Data Services- Support and maintain business intelligence software, including Business Objects/Crystal Reports, CRM software.- Experience in web development, including Coldfusion, javascript - Application development and support- Project managementSpecialties: - Business Objects- Crystal Reporting- Data Warehousing- SQL- SAP Data Services

Provide first level support for team member reported issues. Research and deploy new help desk tools. Provide senior leadership to Help Desk team.

Associate Certificate In Part-Time Programming, Programming

General Studies

Activities and Societies: Played on the NIC Baseball Team

General Studies

Education record