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Skills

  • Client relationship management
  • Communications
  • Risk assessment and mitigation
  • MS Office
  • Process improvement
  • Implementation of system audit logs
  • Business operations
  • Regulatory compliance
  • Customer service
  • Metric equipment

Work Experiences

  • Acted as the first line of support for cashiers and sales staff, successfully resolving 19% of inquiries without escalation.
  • Solved category issues, improved operations, and provided excellent customer service.
  • Achieved a 61% reduction in cross-location discrepancies.
  • Answered 4 calls per several months to help customers with their questions and concerns.
  • Evaluated systems using a checklist and made notes on any issues.
  • Looked for industry trends on social media and through online sources.
  • Achieved 83% reduced transaction times.
  • Achieved a President's Club for excellence in technical support.
  • Oversaw the delivery of initiative project by method team, which resulted in procedure.
  • Efficiently troubleshot and repaired standard equipment to reduce company costs and increase productivity.

Summaries

  • Industrious Service Tech with 14 years of experience in maintenance roles who is capable of troubleshooting and diagnosing Power BI equipment.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Dynamic Service Technician seeking a POS Technician position in which to apply preventive maintenance skills and a proven track record of resolving emergency service issues.
  • Consistently improved system uptime.
  • Adept at migrating legacy POS systems into cloud-based structures, delivering cost-effective, scalable solutions that reduce IT overhead for businesses.
  • Committed to preventing data loss, devising comprehensive backup and recovery plans for high-volume retail businesses, safeguarding critical transaction data for 16 clients.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Detail-oriented Service Tech with a track record of thoroughly testing and evaluating Microsoft Excel in order to provide prompt solutions.
  • Conducted monthly system audits.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Resolved product issue through consumer testing.
  • Developed and implemented secure encryption protocols for payment terminals, meeting all EMV compliance standards and reducing fraud risks.
  • Collaborated with team of 11 in the development of framework.
  • Documented all POS configurations and settings for 3 stores to ensure consistency and compliance across franchises, reducing setup time for new stores by 79%.
  • Researched and recommended compatible POS peripherals such as barcode scanners and cash drawers that reduced cashier transaction-related waste by 34%.
  • Provided 24/7 remote support to clients to ensure minimal downtime for critical POS systems, maintaining an average response time of several months during incidents.
  • Performed thorough diagnostics and repair on payment terminals for 15 clients, maintaining EMV certification standards and reducing fraudulent transaction rates by 51%.
  • Completed hardware and software upgrades for 16 POS terminals, leading to a 61% reduction in transaction time and improved customer throughput.
  • Set up end-to-end encryption for POS and payment gateways, ensuring GDPR and industry-standard compliance across 14 client systems.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • International Association of Business Analysts - Joined 2018 to exchange insights on optimizing POS system workflows.
  • Retail Solutions Providers Association (RSPA) - Engaged in industry trend discussions regarding POS technology advancements.
  • Help Desk Institute (HDI) - Practitioner level member contributing to user support excellence via POS system integration.
  • Toastmasters
  • Society of Human Resource Management
  • CompTIA A+ Certification - Successfully acquired in 2018 to solidify hardware and software troubleshooting skills.
  • Project Management Institute
  • Wi-Fi Alliance - Certification in wireless technology security, maintained active membership.
  • National Retail Federation (NRF) - Engaged in sessions exploring consumer purchasing behavior and POS data analysis.
  • Association for Computer Operations Management (AFCOM) - Engaged in industry knowledge-sharing on customer support and infrastructure management.

Certifications

  • ServSafe
  • Certified POS Technician (CPT) from system
  • CompTIA A+ Technician
  • Certified POS Systems Manager (CPSM)
  • Google Certified Professional Cloud Architect
  • CompTIA IT Fundamentals (ITF+)
  • Certified Point of Sale Professional (CPSP)
  • Certified Public Accountant (CPA)
  • Certified Retail Technology Professional (CRTP)
  • ITIL Foundation Certification – 2021

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