Experience

1. Senior Associate IT Service Management Specialist

   Discover January 2025 – Present
   • Assisted in the review, development, and refinement of comprehensive Disaster Recovery (DR) plans to ensure business continuity and minimize operational impact during critical incidents.
   • Collaborated with cross-functional IT teams and business units to identify critical systems and dependencies, integrating DR requirements into broader service management frameworks.
   • Performed thorough analysis of existing DR documentation, identifying gaps and supporting the implementation of improvements to enhance clarity, accuracy, and adherence to industry best practices.
   • Contributed to the strategic enhancement of the Service Continuity program, ensuring alignment with organizational resilience objectives and regulatory requirements.

2. Customer Engineer

   NCR Voyix (formerly NCR) July 2019 – January 2025
   • Managed full lifecycle of NCR RAL and Aloha software deployments for enterprise-level hospitality clients, ensuring seamless device integration, POS system optimization, and improved operational efficiency.
   • Conducted regular maintenance checks and system updates to optimize POS system performance, leading to an estimated 20% reduction in client system downtime.
   • Consistently received positive client feedback for timely technical issue resolution and POS system integration, enhancing customer satisfaction.
   • Collaborated with sales, product development, and technical support teams to address client concerns and implement effective solutions for POS systems.

3. Restaurant Support Analyst

   The Wendy's Company (Contractor) July 2018 – July 2019
   • Remotely diagnosed and resolved hardware and software issues for franchise and corporate restaurant locations using Aloha POS software, ensuring minimal disruption to daily operations.
   • Analyzed debug log files and conducted thorough troubleshooting to identify root causes of software configuration issues, implementing targeted solutions for prompt resolution.
   • Collaborated with vendors and technicians to facilitate seamless hardware setup, contributing to high levels of operational uptime.
   • Managed password resets for employees across multiple systems, including Active Directory and Configuration Center, maintaining data security and access control.

4. Rep 1, Internet/Phone Repair Technician

   Charter Communications January 2018 – July 2018
   • Responded to customer inquiries and technical issues related to internet and phone services, providing prompt and effective resolution to ensure customer satisfaction.
   • Utilized trouble management software tools to diagnose and resolve subscriber network issues, optimizing network performance and reliability.
   • Handled a high volume of customer calls (average 50 per day) while demonstrating strong multitasking abilities and a commitment to delivering high-quality service.
   • Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring timely resolution and minimizing service disruptions.

5. Technical Trainer

   Teleperformance USA July 2015 – January 2018
   • Developed and delivered comprehensive training programs for new technical trainers and staff members, ensuring consistent and effective onboarding processes for over 300 employees.
   • Created engaging and interactive training materials (presentations, manuals, e-learning modules) tailored to diverse learning styles and skill levels.
   • Conducted regular assessments and evaluations of staff performance based on KPIs, providing constructive feedback and coaching to support continuous improvement.
   • Recognized with the Blue Diamond Club Quarter 4 Fiscal Year 2016 award for outstanding service and support, demonstrating exceptional dedication and contributions.

6. Project Manager

   ZAM Network LLC October 2008 – October 2014
   • Managed the product development lifecycle for various websites, overseeing backlog grooming, sprint planning, and feature prioritization to ensure timely and successful project delivery using Agile methodologies.
   • Conducted user acceptance testing (UAT) for new features and enhancements, ensuring alignment with customer requirements and quality standards prior to release.
   • Developed and maintained support documentation for customer-facing websites (user guides, FAQs, knowledge base articles), improving user experience and reducing support inquiries.

7. Community Manager

   ZAM Network LLC October 2008 – October 2014
   • Engaged with the community through email, forums, and social media platforms, fostering a strong sense of community and brand loyalty.
   • Participated in community-building initiatives and responded to user inquiries and feedback.

8. Server Administrator

   Kolmafia.us (Open-Source Project) December 2007 – Present
   • Moderated, configured, and deployed the official website for an open-source project.