Levi Strauss & Co.

Senior Manager, Global Retail Capabilities

Wipro

Client: Ross Department Stores
Providing consulting services as a ‘Senior Techno Functional Lead’ for their ‘Modernization of Point-of-Sale (POS) initiative’ with responsibilities for the overall program management and delivery to 2000 plus locations. This initiative includes but not limited to new POS hardware, peripherals, software, integration, implementation, etc. 

•	Perform detailed analysis of complex business process requirements and provide appropriate system solutions; identify, interpret, validate, and document customer requirements
•	Review software documentation Point-of-Sale (POS) to ensure technical accuracy, compliance, completeness and to mitigate risks
•	Transform client business requirements, processes, and objectives; develop necessary product modifications to satisfy clients’ needs
•	Lead and collaborate with Hardware (POS Registers, Payment devices, Peripherals) vendors
•	Lead vendor evaluation and assessment
•	Act as liaison with client, vendor & IT system integrator for troubleshooting: investigate, analyze, and solve software problems manage program stakeholder.
•	Responsible for the overall Assessment evaluation and produce finding to the management
•	Manage application install activities with partners and other involved IT teams
•	Prepare install plan, execute deployment, and ensure all risks/issues are addressed
•	Responsible for day-to-day coordination between different stakeholders
•	Monitoring and reporting, alignment to program outcomes
•	Prepare/Manage stakeholders’ communication and program documentation

Senior Manager - Retail - Domain & Consulting

Acumera, Inc

Oversaw, coordinated and participated directly in the delivery of payment application services to Reliant’s client base. Worked cross-functionally with both clients and Reliant technical staff to ensure that Reliant’s Managed Payment Systems Solutions are seamlessly integrated with our clients retail systems, SDLC processes and support processes. 

• Managed payment systems issues, updates and upgrades per Client’s SDLC procedures.
• Advised clients on payment integration issues with other systems such as POS, LP, Sales Audit, etc.
• Maintained direct relationships with critical application vendors and maintain preferential avenues to obtain support.
• Ensured expert-level understanding of configurations, critical application files and puppet management of all applications in production.
• Established Payment training program including improvements in configuration/payment application/troubleshooting documentation. Also, in conjunction with Training Coordinator, provide assistance with creation of core training modules for payments systems.
• Built Reliant’s knowledge base of payment systems documentation to include per client configuration & integration details, application management history, support “how to’s” and use of custom reliant tools.
• Cultivated functional expertise of our staff in the core areas of Devops, Linux Systems Administration and Payment Applications.
• Ensured that Application Monitoring/Logging is in place including monitoring of key virtualization components such as containers, key application processes & configuration templates.
• Developed members of the Tier 3 Engineering team to enhance deep knowledge of ACI, Tender Retail and Verifone (AJB/Fipay) payment applications & integrations to POS.
• Developed standard KPI reports for payments per client.
• Developed a Payment Software Lifecycle Review program (payment processing software as well as payment device code versions) & institute a version/patch review process with some periodicity.

Director of Payments

Equinox

Spa Systems Product Manager for product development/management of Equinox’s Spa System technology initiatives and projects for over 100 locations across the U.S., Canada and the UK.

• Partnered with the Spa and Technology stakeholders to ensure smooth operation of the spa system, compliance with appropriate regulations and industry standards (PCI, PII, etc), and appropriate evolution of the Spa system to meet strategic goals.
• Understand, represent, and support all aspects and uses of Equinox’s Spa system, including point of sale, retail hardware and payment systems.
• Managed and executed Spa projects from beginning to end, including scoping, user stories, estimates, feature reviews, communication of goals, milestones and issues.
• Partnered with internal and external teams to manage dependencies and cross-team initiatives to implement system features for new spa services.
• Provided 3rd level internal support for the Spa system and escalating to vendors where appropriate.
• Liaise with IT and software vendors on implementation, upgrade, and support activities.
• Provided training/documentation to users of all different levels.
• Monitored analytics and reported on key performance indicators (KPIs).
• Remained up to date on spa system technologies, industry trends, including roadmap and future releases.
• Managed and communicated spa system product roadmap to Technology Leadership and Spa Management Teams.

Product Manager, Spa Systems

Reliant Solutions - Converged Infrastructure For Retail, Hospitality & C-Store Merchants

Responsible for retail systems project delivery, management of various payment integrations and bank certification efforts. While providing general retail subject matter expertise across a variety of retail related technical systems.

• Interface with cross functional Reliant teams to assist in prioritizing and coordinating technical requirements across multiple customers for third party payment system integration into Reliant’s core product feature set.
• Provide payment systems subject matter expertise and liaison with Reliant Support teams to further advance Reliant’s customer facing support capabilities.
• Lead client engagements for retail, hospitality, and c-store application and payment related implementations.
• Create and manage client facing project plans, open issues lists, analysis and solution design documents.
• Effectively communicate project related tasks and status to stakeholders.
• Identify opportunities for process and technical improvement.
• Assist in developing and documenting business requirements across client cross functional teams.
• Translate client objectives into functional technical requirements with appropriate executive level presentation materials.
• Provide guidance and recommendations for both retail application and vendor selection.
• Develop comprehensive implementation plans focused on quality and on time delivery.
• Develop quality assurance test plans specific to business requirements.

Retail Systems Senior Analyst

INTERMIX

Worked closely with the Director of IT on technology related projects for the retail environment. Using a balance of technology & business skills in order to propel the company in satisfying its technology & business needs while keeping us innovative & cutting edge. 

• Manage day to day support for 43 retail stores in the U.S. & Canada
• Manage vendor relationships primarily with KWI in the following areas: Help Desk, POS projects, connectivity, escalations & project management
• Responsible for the delivery & installation of all new store setups/installations including re-models & re-locations by ensuring all equipment is delivered & tested properly before go-live
• Partner with Store Operations on all documentation & escalated issues while ensuring all retail stores are fully operational
• Successfully rolled out & completed the following projects:
   - POS upgrade from NSB Coalition 5.6 to Epicor Connected Retailer 6.2
   - Deployment of GlobalBay mPOS on iPods/iPads with Epson Network Receipt Printers
   - Multiple hardware upgrades across the board within our retail stores
   - MPLS – Megapath roll-out to all retail stores
   - Reliant Security Redbox roll-out to all retail stores
   - Axper Traffic Counters using 3-D imaging
   - GlobalBay mPOS v4.0 with additional functionality including shared network cash drawers
• Work closely with St. Michael Strategies (SMS) on the installation/configuration of thermal-base traffic counters in all retail stores
• Provide additional support in day-to-day IT operations at the corporate office which includes but not limited to the following:
    - Microsoft Windows Workstations/Servers installation, configuration & troubleshooting
    - Microsoft Exchange 2007 Administration
    - Mobile device setups for corporate e-mail access
    - Work closely with infrastructure team on installations, configurations & troubleshooting
    - Application support including Microsoft Office product suite

IT Field Project Manager

dELiA*s, Inc.

Responsible for all aspects of IT related to the retail sector & managing the business relationship with our technology vendors, while working closely with NSB/Epicor Core Merchandising Systems & Micros-Retail DataVantage Store21 POS.
 
• Managed outsourced POS Help Desk & equipment depot relationship to ensure all service levels agreements are met consistently chain-wide
• Managed project related activities in support of POS software enhancements & new functionality through an SDLC project methodology
• Provided direction to level 1 and 2 Help Desk Analysts to bring closure to open tickets & assist 3rd level in determining defects within the POS
• Coordinated the delivery & installation for all new store setups/installations including re-models & re-locations by ensuring all equipment is delivered & tested properly before go-live
• Performed UAT on all POS modifications in lab environment & managed delivery/roll-out in phases or globally
• Monitored support calls to ensure timely response to stores & minimize downtime
• Verified daily sales loaded properly into Epicor (NSB) Sales Audit, inventory file movement, PLU & price changes between POS & the merchandising system Epicor (NSB) Connected Retailer & troubleshoot anomalies
• Learned & developed skills necessary in completing POS software modifications, updates & changes without adding additional costs to the company
• Completed special projects not related to POS:
    - Microsoft Exchange upgrade from 2003 to 2010
    - Apple iPads used as kiosks
• Assisted in day-to-day IT operations at the corporate office which includes but not limited to the following:
    - Microsoft Windows Workstations/Servers installation, configuration and troubleshooting
    - Juniper VPN installations, configurations and troubleshooting
    - Microsoft Exchange 2010 Administration
    - Mobile device setups for corporate e-mail access
    - Worked closely with infrastructure team on installations, configurations & troubleshooting

Retail Systems Analyst

KligerWeiss Information Systems (KWI), Inc.

Provided 3rd level support to the existing level 1 and 2 support staff. Over the course of time position grew into supervising staff, providing POS development and interacting with various clients in the retail industry. 

• Hardware and Software upgrades, evaluation and testing of register equipment and peripherals running on Microsoft Windows 2000 Professional, XP and 2003 Server.
• Point-of-Sale training for new, existing clients and reviews of configurations.

Provide support in the following areas with SLA’s:
• Day to day support to the Level I & Level II Help Desk.
• Escalated issues from clients regarding their systems and project requests.
• NSB Coalition Point-of-Sale programming versions 5.5, 5.6 and Store 6.2.

Responsible for the following setups:
• New and existing client configuration of Microsoft Windows based Point-of-Sale systems to meet their expectations and requirements.
• Network configuration and implementation at each clients retail location based on specific requirements on a client by client basis.
• New hardware and software roll-outs.
• Acted as the Project Manager for implementations at new retail clients: Tom Ford, Calloway’s Nursery, Intermix, Michael Kors, Kenneth Cole, Dylan’s Candy, Hershey’s, Benetton, Ben Sherman, Elie Tahari, 7 For All Mankind and many others in the specialty retail sector.

POS Project Manager / Senior Technical Support Analyst & Developer

Steve & Barry's University Sportswear

Hired to support a small chain of 12 stores as a Helpdesk analyst, and the position grew with the expansion of the company supervising and supporting a chain 85+ stores overseeing Levels 1, 2 and 3 partially based out of India. Provided support to 85 retail locations, corporate and remote offices. IT Retail Operations Manager of overseas Help Desk department.

Responsible for the following set ups:
• Team leader for new store systems.
• New users and group IDs in Windows 2000/XP/Exchange/Lotus Domino 6.5.4.
• NAT and proxy servers.
• POS (Point-of-Sale) systems on Microsoft Windows based  equipment.
• Symbol Palm Pilots and Unitech scanners for inventory.
• RIM Blackberries with Exchange/Lotus Server.
• Netgear and Linksys routers/switches/gateways.
• Voice over IP using Cisco equipment.
• Cisco firewall and router equipment.

Responsible for the following administrator tasks:
• Local Area Networks, retail, corporate and remote locations.
• Microsoft Windows 2000/2003 Active Directory.
• Lotus Domino Server 6.5.x Users and Groups.
• Mail Administration on Lotus Notes and Blackberry Server

Senior Retail Helpdesk Supervisor

Employing my knowledge, skills and over 20 years of experience in retail and technology industries. Providing guidance, support and technology solutions to corporate employees and retail customers in areas including but not limited to Point of Sale (POS), Payments, Mobile, Hardware, Networking & System Administration. 

Specialists:
● NSB/STS/Epicor/Aptos Coalition Point-of-Sale Software versions 5.5/5.6 and Store 6.1/6.2
● GlobalBay mPOS using iPods/iPads and mPOS technologies
● Micros-Retail DataVantage Store21 and Oracle xStore Point-of-Sale Software
● Fujitsu TeamPOS 2000/3000/XL/XL2/7000/8000, NCR RealPOS 7xxx series, IBM SurePOS 300/700,
   Toshiba SurePOS series hardware and peripherals: Epson receipt printers, Zebra Scanners
● Self-Check-Out technologies, software and hardware including peripherals
● Credit and Gift Card payment processing software: AJB/Verifone Fipay, Adyen, Worldpay/Vantiv TriPOS,
   Tender-Retail MCM, ACI Worldwide, PCCharge, WebAuthorize
● Verifone, Ingenico and Equinox payment terminals/signature capture devices
● Reliant Solutions – Redbox Platform technology
● Book4Time - Cloud-based wellness management software
● Microsoft Windows Operating Systems including Servers
● Microsoft Office product line including Office 365
● Android/Apple devices setup/configuration including AirWatch Management

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