Establishes, plans, and administers the overall policies and goals for the information technology department. Analyzes the needs of different departments and determines ways to meet business objectives by modifying existing or developing new information processing systems. Provide overall IT governance for the firm Plan, implement and monitor changes in infrastructure configurations Develop and maintain system standards Communicate regularly with executive management on information technologyManage IT staff, which includes hiring, training, guidance, and discipline Develop best practices and written documentation for all server maintenance  Manage the financial aspect of IT development Manage hardware and software vendor relationships Develops and implements policies and procedures for electronic data processing and computer systems operations and developmentDiscusses system requirements, specifications, costs, and timelines with the leadership teamManages, supervises and develops information technology personnel to design, develop, implement, operate and administer computer and telecommunications software, and POS networks and information systemsMakes recommendations about future technology resourcesMonitors the security off all technology, with primary focus on the MICROS and POS databasesEnsures that all café locations have all current technology hardware and software installed and that they function properly

Plan, coordinate and oversee the rollout and implementation of new Micros POS installationsProgram, administer and monitor POS databases for Micros, Revention, Future Pos and InfogenesisImplement and administer Micros Enterprise Reporting Portal for all new Micros installationsPerform POS database maintenance and system upgrades as necessaryTroubleshoot, hardware, software and networking issues remotely and on-site for over 150 locationsImplementation of a complete PCI compliance solution including system upgrades, firewall installation, network and wi-fi securityDesign, implementation and administration of custom designed loyalty programProvide level 4 Helpdesk support to over 150 locations and corporate officeMonitor network for security breaches, manage user passwords and MS Exchange policiesWork closely with local Micros vendor and Micros Corporate to test and troubleshoot new versions and upgrades of Micros softwareConduct Micros POS hardware and software training to new employees, at new installations and for new franchisees where applicable.

Effectively monitor and track project governance with regards to project plans, milestones, risks, budget, issues, dependencies, meeting minutes and action items for the IT Project Portfolio.Work with and support Project Managers on large projects and run and deliver small project and work stream objectives and milestones.Effective communication with colleagues and stakeholders.Ensure deadlines are achieved and projects are implemented successfullyDocument and monitor project management procedures and processes to LBG quality standards.Understand and escalate risks and issues that impact on project deliverables and agree mitigating actions.Undertake research, analysis, and other ad hoc requests to support projects objectives and milestones.

Lead IT Infrastructure projects.Review project proposal or phases to determine time frame, funding limitations, procedures for accomplishing projects and allotment of available resources.Built major components of the IT department infrastructure, from concept into an efficient centralized model.Lead Aloha and Micros POS upgrade and update projects.Programmed Micros and Aloha POS menu changes and updates.Implemented a new inventory management and enterprise reporting system (CrunchTime!).Created scripts and implemented programs to automate daily polling imports.Programmed and implemented new Micros POS systems.Performed updates and upgrades on Aloha POS systems.Established policies and configurations to provide an actionable framework for developing a comprehensive merchant data security process (PCI Compliance).Migrated merchant data processors from Merchant Link platform to Shift 4.Audit sensitive data via enterprise-wide payment processing solution. Administrator of centralized enterprise accounting solution (Dollars on the Net).Focused efforts on operational needs evaluation, risk analysis and long-term technological value. Trained and developed a team of 5 direct reports, including remote IT technicians, in-house call center reps and operational team.Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration and project management.Participate in the development of IT strategies in collaboration with the executive team.Assist with the planning and deployment of infrastructure security measures.Test server performance and provide network performance statistics and reports; develop strategies for maintaining server infrastructure.

Aided project manager in managing programmers to develop and implement customer information system. Helped develop detailed project plans for multiple simultaneous projects, resulting in improved development efficiency. Supported credit card processing and secure storage of sensitive merchant data.Primary contact for all technical credit card processing issues.Identified project risks. Designed and implemented project status reports and communications.Provided project management support to IT department, including help desk, Call Center, and troubleshooting network (WAN) connections and e-mail. Responsible for technical support for off-site integration projects with various clients.Primary technical contact for critical issuesCreated, trained and managed the in house technical support/customer service departments.Perform site visits for upgrades, routine maintenance, and disaster recovery, on both Micros POS servers and manager workstations.Provide escalated support for the Helpdesk team Supervised the installation of Micros and Aloha POS systems, for new unit openings.Lead Micros POS training classes for incoming staffProvided technical support for home office users, as well as coordinated scheduled backup and maintenance routines.Managed conversion of real time loyalty program from third party host to internal data center. Implemented to sixty-four restaurants with zero down time.

Supported, maintained and programmed Micros application systems in SCO/UNIX and SQL environments.Analyzed, modified and debugged programming systems.Identified and resolved technical problems – software, hardware, credit card processing.Prepared service order documents and logged incident reports.Prepared technical training and process documentation to aid with day-to-day support issues.Assisted with critical system outages, software upgrades and resolving technical failures in a timely manner