Work Experience
Zucchetti North America, Orlando, FL
Interim Director of Operations, POS Division
2024 – Present
Plan initiatives to improve support processes, client relationships, consulting, billing, and all facets of the POS Division
Handle special relationships with developers, 3rd parties, and both new & current clients
Create job descriptions, conduct interviews, give hiring recommendations, and advice on positions/structure
Ensure mental health of the team, avoid burnout, provide a path of progression for the team to build their skills
Manage multiple teams within the POS Division - Projects, Technical, Support
Liaise with other teams crucial to the operation - Sales, Accounting/Billing, Human Resources, VP-Level Management
Maintain day to day operations, team and travel scheduling, expense reports, hourly employees and payroll submissions
Build productive relationships with the larger international Zucchetti community, identify key experts as required for projects and engage them
All responsibilities from previous role
QA Analyst / Release Manager
2022 – 2024
Conducted testing on latest version releases for the suite of ZNA applications along with their extensions, especially US/NA Country specific idiosyncrasies
Coordinated release plans of software versions, staging and production environments as it pertains to TCPOS and other products offered by ZNA
Build software deployment packages, installers, and other useful scripts/tools for Technical and Support teams
Scheduled and conducted the deployment of new versions to live clients, ensure post-deployment success
Trained client teams on usage of the software, plugins, extensions, reports, API integrations, custom features, etc
Advised on best practices for cloud hosting, database maintenance, and long term scalability
Initiated plan and testing for Azure hosting environment for NA customers
Handled all licensing of software both internally and externally, advise on costs to both customer and internally
Configured hardware for both development, staging, and production environments, including both specific developments and full-scale deployments
Created a fully-formed, but ever evolving, demo system environment organized with multiple software versions to ensure quality, compatibility, reliability, and features
Supported team at the T3+ level, which included advanced technical troubleshooting for live clients as well as relationships with internal and external developers
Intelity Inc, Orlando, FL
Senior Enterprise Implementations Engineer
2020 – 2022
Consulted with clients to determine technical and operational requirements of the project
Configured system parameters based on the client’s business practices and processes, and recommend best practices
Validated new system input, output, and connectivity. Identify, research, and assist in resolving any issues with technical resources
Conducted software feature quality assurance in both staging and production environment
Diagnosed and reported issues, advise on potential solutions, and communicate timeline of those solutions with clients
Assessed and reported risks during the project and participate in the development and implementation of mitigation plans
Provided subject matter expertise to deployments team on Intelity software behaviors and features, as well as external integrations
Acted as Tier 3 support for live customers, escalate and engage with external software vendors
Participated in the development of training content. Conduct software training and/or reinforce prior training to both external clients and internal staff
Assisted DevOps/SysOps team in maintaining server hardware and software
Managed AWS S3 storage buckets, EC2 cloud servers, traffic routing, firewall configuration
Designed devices which facilitate the integration of Intelity software, manage shipment of these devices, and improve them
Configured iOS and Android tablets/mobile devices, handle shipping of these devices, assist in their deployment, and maintain them remotely using MDM (like Esper)
Managed VM Servers, utilize RMM software, familiar with Windows and Linux console commands, scripting, powershell, to maintain and configure each system
Maintained and modified SQL databases and infrastructure
Familiar with Kubernetes workloads and hosting
Optimized deployment processes, improve speed of deployments and reduce blockages
Built experience and knowledge on external systems such as Oracle Opera, Micros Simphony POS, Infor HMS, Agilisys Infogenesis, Control4, Lutron, Inncom, Crestron, HotSOS, ALICE, Knowcross, etc.
Systopia International, Orlando, FL
Network Deployment Engineer
2018 – 2020
Traveled nationwide up to 75% to be present for new system installs, verifying network stability, speed, and security ahead of our deployment teams
Assisted the planning of deployment schedule with project managers, providing insight into technical stipulations
Provided top level technical phone and email support to end users and clients according to a strict, client-specific SLAs
Communicated system functionality with stakeholders and potential clients for the purpose of sales, security, and optimization
Administrated and participated in enterprise-level development and integration of upgraded software, patches, and utility programs
Fulfilled business requirements of large-cap clients while keeping a comfortable, personal working relationship with their teams
Trained local management staff on system administration, troubleshooting, and controls while traveling to various sites
Represented the company on conference calls pertaining to network security, deployment and upgrade schedules, and other necessities
Imaged point-of-sale system computers and configure peripherals
Maintained a repository of system image versions, improve the core images with new software and performance enhancements
Developed and implemented improved processes for equipment preparation and deployment
Completed shipping of configured systems to target locations, both domestic and international, including all required customs paperwork
More Power Tuning, Longwood, FL
Marketing Specialist / Vehicle Calibrator / Technical Support
2017 – 2018
Promoted cohesive strategy of internet marketing platforms to include Facebook, Instagram, Youtube, Adwords, Merchant, and the retail site
Optimized retail site's SEO ranking with proper page metadata, html/css/js code minification, image compression, relevant products, etc.
Created Adwords campaign ad copy, keywords, target demographics and regions, improve impressions and clicks according to brand strategy
Tracked and quantifed marketing strategy to give direction for future improvements and maximize conversion rates
Designed website pages, social media banners and images, photograph and video record various company projects
Shot and edited informative video content for the Youtube channel in an effort to drive traffic and increase sales
Wrote blog posts and manage sponsored accounts on various online discussion forums
Assisted customers both during the order process as well as post-purchase device usage, preference changes, and any vehicle issues
Built customized engine/transmission tune files for customers to increase vehicle performance
Reviewed vehicle data logs to ensure customer satisfaction and vehicle's mechanical health
Offered advice and guidance to customers planning modifications to supported vehicles
Provided phone and email support for tuning devices, tune file performance, and parts/components
Colorvision International, Orlando, FL
Camera/Computer Technician
2016 – 2017
Traveled to locations nationwide to deliver, install, and maintain computer systems
Provided helpdesk support via phone and remote connection to resolve issues in an organized, timely manner based on priority using a support ticket system
Replaced faulty equipment as necessary in large domain environments
Managed computer accounts and naming conventions with active directory
Maintained expert knowledge of proprietary applications and convey this information to both support team and end users to improve team cohesion
Valued advisor on both camera and computer equipment to be deployed on an international scale
Primary technician for repairing cameras, lenses, and dye-sublimnation printers
Communicated effectively between individuals, departments, and client companies to understand their goals and increase both the reliability and efficiency of the software deployed, as well as improve perceived value
Maintained specialty photo hardware such as IR sensors, cabling, and logic controllers installed on various theme park rides
Configured computers and cameras to capture images based on sensor pulses or touch screen input from customers
Installed cameras in weatherproofed housings for specialized applications
Proactively diagnosed potential issues in advance and resolve them to prevent revenue loss
SeaWorld Parks and Entertainment, Orlando, FL
Photo/Video Technician
2014 – 2016
Provided continuous end user support for photo/merchandise computers and applications
Gained knowledge of proprietary sales software and point of sale systems from both a support and user perspective
Enhanced customer satisfaction through personalized service in the park
Certified on the job trainer for computer usage, data entry, and tour photo protocols
Pivotal in the implementation and support of a web based photo product which comprised over 20% of sales at launch and increased revenue by over 5%
Elevated issues as required to the next tier of technical support or external contractors
Acted as a liaison to third parties involved in supporting the merchandise department
Regularly completed specialty tasks for internal customers
Troubleshoot issues and use critical thinking to resolve issues under time constraints
Organized and personalized training of staff in the usage of all software used in the photo sales process
SeaWorld Parks and Entertainment, Orlando, FL
Photographer
2013 – 2014
Provided photographic services to families interacting with dolphins
Contributed to the team in various roles supporting the image capture and printing process
Regularly exceeded product sales goals within deadlines
Krisha Craven Photography, Statesboro, GA
Photographer
2012 – 2013
Managed the photographic process throughout the wedding day events
Completed post processing of photos in a timely manner for delivery to the client
Captured memorable moments before, during, and after wedding ceremonies
Created a highly personalized and comfortable environment with customers to help achieve their desired result
Organized multiple wedding/event photos during busy seasons to improve efficiency and satisfaction
Pediatric Eye Physicians, Savannah, GA
Administrative Assistant
2008 – 2011
Assisted the office administrator with technical support for the internal server system
Adhered strictly to patient record handling procedures, confidentiality, and off-site backup
Participated in team building exercises and performance improving brainstorming sessions
Scheduled appointments for patients while accurately and securely storing important personal information
Education
Georgia Southern University, Statesboro, GA
B.S. of Interdisciplinary Studies (Information Systems / Marketing)
Riverside Military Academy, Gainesville, GA
High School Diploma