Tyrone B. Email & Phone Number

Greater Atlanta Area

Financial Services

Greater Atlanta Area

Greater Atlanta Area

• Skilled in providing First Class and First Level customer and technical support to customers on the latest Android POS technology solutions offered by First Data and varied merchant service alliances.
• Collaborates directly with the business consultant and customer in the demonstration, design and implementation of the best POS solution necessary to meet their processing and business management needs.
• Collaborate with the Project Managers for both First Data and the prospective end user for major account implementation, deployment and training on new POS solutions.
• Provides on-site and phone setup and installation and also demos of the POS system to merchant when requested by our Business Consultants, accompanied by extensive training on the hardware, software and web interface.
• Handles inbound calls, chats and emails and make outbound calls pertaining to pre and post-sale technical support and escalations to both the account team and customers.
• Liaison between Managers and Trainers to provide Subject Matter Expert education and support to both new hires and existing agents to quickly educate them on new and updated procedures and processes.

Greater Atlanta Area

• Collaborate with Client Executives to establish, manage, and nurture customer relationships, successfully increasing sales revenue and maintaining high customer-satisfaction levels.
• Prepare Customer Proposals for review and approval by Client Executive and Software Account Managers.
• Interface directly with customers and leverage technical resources, answer questions pertaining to software purchases, software configuration and pricing, and support issues.
• Educate Regional Software Specialist and Software Account Managers on Mainline’s software systems, processes, procedures and tools to manage the day-to-day operation.
• Managed IBM’s Passport Advantage (PPA), AAS Legacy System/Software Migrations, Business Partner Software Value Incentive (SVI) and Government Value Add Programs (VAP GOV) to maximize Mainline’s up-front and back-end.
• Provide management with weekly SVI and VAP GOV reports to track projected fees.

Greater Atlanta Area

• Analyze customer environment to determine Software needs and solutions.
• Research Distributed and zSeries Tivoli SW and IBM acquisition solutions.
• Provide customer with solution material and resources for software purchases and upgrades.
• Negotiate solution and pricing with technical and senior customer management.
• Leverage resource support to customers, field specialist and Business Partners.
• Prospect for customers and assist internal IBMers and field sellers.

San Bernardino, CA

• Supervised and coached a staff of 12 individuals comprised of mainframe computer operators, data clerks and tape library clerks.
• Primary responsibility was for the third shift operation and management of two IBM Mainframe computers, Windows servers, Unix and other distributed servers that supported the county’s information technology and first.
• Liaison between management, programmers and customers to coordinate and schedule on-lines, system maintenance, staffing, production processing and problem resolution.
• Performed continuous analysis of production jobs, backup processes, system monitors and server availability and provided solutions working with all groups impacted.
• Conducted periodic and annual employee performance reviews and made the appropriate recommendation for merit increases to the Director of Operations.
• Collaborated in the screening, interview and selection of new operations staff with other supervisors and the Director of Operations. Also made recommendations to dismiss and employee as deemed necessary.