Customer Sales
Resume:
KEN KNIGHT
Lawrenceville, GA 30045
*********@***********************.***
Summary of Qualifications:
. Over 10 years of experience providing, requirements gathering,
development, support and end-user training on Product upgrades and
enhancements.
. Over 8 years experience on Micros POS software and hardware (3700, 8700,
and 9700), training and installation, and support.
. Experience with Retail POS systems (Retail Pro)
. Over 3 years experience on Squirrel POS software and hardware training,
and installation, and support.
. Detailed understanding of how Products are integrated to the workflows,
business processes, and decision- making processes of customers.
. Analyzed and tracked the performance of Products and features throughout
their lifecycles, including ROI and customer satisfaction.
. Ability to convey technical information to business groups, and convey
business requirements to technical groups in a format that both parties
understand.
. Strong negotiating, and relationship building skills dealing with 'C'
level executives.
. Knowledge of Windows N\T, 2000, 2000 server, 2003, 2003 server, XP, MS
SQL, .NET, MS Project, Excel, PowerPoint, Visio and a working knowledge
of UNIX.
. Hands on knowledge of back office reporting, Credit Card interfaces, F&B
Inventory, Web-based reporting, and F&B packages including but not
limited to Micros, Squirrel, and Remanco
. Proven ability to establish liaison relationships with executive
management, staff and clientele in order to execute management decisions.
. 10 years Experience in credit card midware
. Middleware, POS, and credit card processors (e.g., Visa Net, GCS, SDC,
First Data, Paymentech, First Horizon Merchant Services, Planet Payment,
Shift4, and Nova).
. 8 years experience with TCP/IP, configuration of Routers and firewall
security
Professional Experience:
Shift4 - (Las Vegas, NV. / April 2009 - Present)
. POS Analysis- Payment processing Gateways and Implementations - Create,
develop, test, and lead implementations of new\ existing gateways, and
drivers for POS systems in the hospitality industry. Provide project
management expertise in the development lifecycle for products in the
payment industry. Evaluate, recommend, and support, new products, and
work with developers in enhancing existing ones.
INCOMM - (Atlanta GA / April 2007 - May 2008)
. PRODUCT MANAGER- FINANCIAL SERVICES (SVC, GIFTCARDS, PREPAID NETWORK -
Developed and maintained reloadable financial cards and reload network
products. Created BRD's and LOE's for Financial Services products. (Gift
cards, reloadable cards, IVR's, and WebPages). Promoted the product
internally working with Sales to educate them on the product features,
expanding distribution and overcoming competitive opportunities. Maximize
product in sales in many locations and channels. Supported Account
Mangers in their requests for product support from merchant partners.
Routinely worked with a variety of providers (in product operations and
enhancements). Experience interacting with IT, QA, and stakeholders in
regards to managing a product through the complete lifecycle. Evaluated,
recommended, and supported new reloadable and reload network product
offerings. Identified, documents, and managed the implementation of
projects to enhance and update the product line. Worked with Customer
Service to provide support as the product expert and ensure good customer
experience with product line. Provided regular reporting to management on
product metrics sales, customer behavior at retail, benchmarks, etc.
Manage midware products that Credit Card processes through to the
appropriate Credit Card vendor.
KNIGHTVISIONS CONSULTING SERVICES, INC. - (Atlanta GA / May 2006- April
2007)
. POS CONSULTING - Advised large properties in the implementation and
deployment of POS/PMS systems in a hospitality and retail environment,
including third party interfaces. Hands on participation in the
installation (e.g., TCP/IP, configuration of Routers and firewall
security) Prepare training, and end user documentation. Provided
training and development of documentation specific to customer's
requirements. Perform IP and wireless implementations
GLOBAL CARD SERVICES - (Orlando, FL /Sept 2005-May 2006)
. Manager Product Development and Deployment - Responsible for Product
development and lifecycle management for all products pertaining to
credit card processing in the hospitality industry. Identified
opportunities for new Products, enhancements, and interfaces that will
drive increased sales and customer retention for GCS Products. Worked
closely with Development and QA to develop an intimate understanding
of customer needs and competitive threats within the market for Travel
and Entertainment credit card midware Products and services. Ensured
the Product features and packaging were bundled in a way to maximize
customer satisfaction. Developed a detailed understanding of how GCS
Products are integrated to the Workflows, business processes, and
decision- making processes of GCS customers. Worked across
departments, and management to develop long- term strategies for
Integration Products. Wrote and maintained Product requirements
documents for changes to GCS Products including: concept summaries,
business requirements, use cases, functional requirements, design and
interface requirements, and post-launch assessments. Served as the
operating/business owner for all integration-related projects. Drove
projects and ensured all projects were completed to specification, on
time, and within budget. Analyzed and tracked the performance of
Products and features throughout their lifecycles, including ROI and
customer satisfaction. Manage E-Commerce products from business
requirements to deliverables. (E.g. SVC, mid-ware products (credit
card processes), and hospitality interests. Conducted competitive
intelligence reviews. Provided strategic insight on the development of
related market trends assisted with development of Product roadmaps
KNIGHTVISIONS CONSULTING SERVICES, INC. - (Atlanta GA / April 2005- Sept
2005)
. POS CONSULTING - Advised large properties in the implementation and
deployment of POS/PMS systems in a hospitality and retail environment,
including third party interfaces. Hands on participation in the
installation (e.g., TCP/IP, configuration of Routers, and firewall
security) Prepared training, and end user documentation. Provided
training and development of documentation specific to customer's
requirements. IP and wireless implementations
MICROS SYSTEMS, INC. - (Atlanta GA / Dec 1999 - Feb
2005)
. SENIOR IMPLEMENTATION SPECIALIST - Designed database and report
structures, Identified and source custom application requirements,
develop customer specific databases and report packages, Configured
applications and operating systems, and configured/test complete
systems according to design specifications. Modified computer
database, and related reports and documentation, as required to
further prepare and ready the Customer's system for installation.
Consulted with Customers to determine and review hardware, software,
or system functional specifications and obtain initial Customer sign-
offs prior to project completion when specified by Scope of Work. Lead
in large/complex system installations as required and other field/in-
house activities to maintain a high-level of knowledge on assigned
products. Stage/prepare Customer equipment for installation.
Prepare/setup equipment for End-User training. Conduct End-User staff
and/or management training to ensure a smooth installation process and
minimize post-installation support requirements. Provided live support
coverage at Customer sites on and after the system live date as
budgeted and required by the Customer to ensure a smooth transition to
their new system and minimize post-installation support requirements.
Addressed Customer issues list and obtain final Customer sign-offs to
validate their satisfaction with the new system, when directed by
project coordinator. Train and mentor Associate Implementation
Specialists and Implementation Specialists..
SQUIRREL COMPANIES - (Atlanta GA / Jan 1996- Nov1999)
. CONSULTANT / QA - Coordinated projects from start to finish. Designed
database and report structures, modify computer databases and related
reports and documentation as required to further prepare and ready the
customer's system for installation. Consulted with customers to
determine and review hardware, software, or system functional
specifications and obtain initial lead in large/complex system
installations as required and other field/in-house activities to
maintain a high level of knowledge on assigned Products. Staged
/prepared customer equipment for installation. Prepared /set up
equipment for end-user training. Conducted end-user staff and/or
management training to ensure a smooth installation process and
minimize post-installation support requirements.
TRAINING:
Completed workshop in "Train the Trainer."
Windows 2000, 2003
Windows N\T, XP, MSSQL, Outlook, Project, Visio, PowerPoint
Clarify, Heat
REFERENCES:
Mark Silverman - Former President - Global Card Services 407-***-****
Nick Notarnicola - Senior Product Manager- Global Payment Systems 407-329-
4618
Dan Shook- Sales Executive- Micros Systems 415-***-****
Dato Gooding- Business Intelligence InComm 770-***-****
Education
Kent State Univ. - Kent, .Ohio
Contact this candidate