Sales Customer Service

JORGE HERRERA

***** ** ** *******, *****, FL ****5 ( Home 305-***-**** 786-***-****

Email: ***************@*******.***

Objective:

I am seeking to engage in an Information Systems department on developing

and implementing strategic systems for a company to improve business

performance and increase growth.

Professional Summary:

. Innovative and self-motivated Business Analyst with experience in

gathering, defining, and documenting project requirements that reflect

customers needs within projected deadlines.

. Recommend and implement new data handling processes and resolve

systems deficiencies based on knowledge of overall system capability

and management goals

. Provide system support to multiple areas and a liaison between

Administration departments and Information Technology.

. Tested and resolved post implementation issues involving client

systems through analysis and troubleshooting of hardware and software

programming.

. Innovative and self-motivated Network Technician with seven years of

experience in establishing connectivity for voice and data

communications.

. Background includes expertise in planning, installing, testing, and

resolving post implementation issues involving network and telephone

cabling.

. Consistently providing excellent customer service skills to

departments, managers, and clients. Provided technical support for

two companies each having over 2600 employees.

Work Experience:

December 2007 - Present

Burger King Corporation

Miami, FL

Consultant - Systems Analyst

. Provide technical support to all U.S. restaurants including conducting

quality and productive analysis for the purpose of setting operational

standards, streamlining procedures, and improving restaurant system

support and quality service for customers.

. Assist in transitioning of existing NCR Point of Sale system to the

Micros Point of Sale system.

. Perform remote system backup and restore for restaurant having Windows

2000 or Windows 2003 Servers, and Point of Sale registers.

. Assist in transfer of knowledge for the Tier 1 and 2 support team on

system upgrades and/or changes. This includes the gathering of

requirements for systems modifications and documenting new procedures.

. Work alongside the development group on resolving system issues by

documenting the initial cause, identifying solution, and testing the

solution to migrate the modifications to production.

. Provide 3rd Tier system support for the Burger King corporately owned

restaurants by coordinating efforts between restaurant managers, Tier

1 and 2, as well as with technicians dispatched onsite to assist in

further hardware troubleshooting.

. Run SQL queries to find errors in the database impacting restaurant

sales, labor, and inventory data.

. Troubleshoot issues using scripts to identify potential problems such

as the database not being archived or running out of space.

. Run SQL queries to find errors such as duplicate records causing

issues in payroll, inventory, and credit card settlements.

. Run queries to identify issues related to sales. This includes

identifying issues related to missing sales by finding total registers

used to process the transactions, and also determine if the registers

were opened for the correct date of business.

. Analyze EFT/ATM credit card transaction batches to prevent loss of

funds from the overall restaurant profits by analyzing transaction

reports, and reviewing database tables to find bad transactions that

could prevent the settlement.

. Troubleshoot kitchen peripherals for both the NCR Compris and Micros

Point of Sale systems These peripherals include Accuview Autoswitch

used for the drive thru display, Edgeport used to communicate with

Kitchen Minder device, Credit Cards Machines, OAsys KDS Kit containing

video components for the Kitchen Monitors and bump bars.

. Troubleshoot cashier equipment and peripherals for both the NCR

Compris and Micros Point of Sale systems such as the NCR Point of Sale

registers model 7454 and 7402, Micros Workstation 5 registers

including the backup terminal model 2010.

. Perform system analysis for sales reports such as daily, monthly

sales, day part sales, daily cash and sales (543 report), daily item

inventory Over/Short, and usage analysis reports to provide assistance

to restaurant managers.

. Conduct analyses of the Kitchen Minder device, which includes Kitchen

Minder and Quality Evaluation Software used by the restaurants to

review statistical data related to the making and selling of Burger

King Foods.

. Conduct analysis of the Order Confirmation Unit, which displays orders

for customers in the drive thru lane, involving the troubleshooting of

peripherals and networking connectivity.

. Analyze network connectivity issues involving the troubleshooting of

server network configuration, terminal network configuration, port

configuration on the switch, router configuration, and provide post

implementation support of the ViaSat Satellite system.

. Perform system performance validations on newly acquired restaurant

locations involving system diagnostics to identify and prevent system

failure.

April 2003 - January 2005

Baptist Health

Miami, FL

Consultant - Business Analyst

. Primary function was to maintain a functional working environment for

the client by assisting in computer, printer, software, hardware, and

networking issues. Used terminal services to remotely access store

locations to work on system issues.

. Conducted quality and productive analysis for the purpose of setting

operational standards, streamlining procedures, and improving customer

service quality for the departments I supported.

. Developed complete and precise descriptions of all requirements for

processing systems modifications/enhancements.

. Conducted post implementation quality audits and assisted system users

with production support issues.

. Part of project teams for system and application conversions involving

the testing, documenting procedures, and the implementation and

deployments of the new systems/applications.

. Coordinated efforts to update departmental equipment inventory and to

purchase new devices. Scheduled the installations the new equipments

for the users by coordinating with the corresponding IT departments.

. Coordinated the assigning of application and network access request,

new computer system orders, and system security procedures to insure a

cohesive environment. Arranged computer system maintenance to prevent

or minimize down time, troubleshot issues via the network or in person

in order to determine the escalation procedures to the appropriate IT

support groups.

. Coordinated efforts to ensure that networking systems are brought back

online and status notices are sent to departments affected by the down

time.

. Created area floor plan to map devices. Floor plans included staff

information, equipment location, and contact personnel. Identified

mission critical devices and applications to maintain an updated and

up to date knowledge of the departmental environment.

March 2001 - April 2003

BECKMAN COULTER

Miami, Florida

Desktop Support Analyst

. Received and responded to Help Desk calls to maintain system

availability to users.

. Identified, resolved and directed resolution or escalated problems to

appropriate IT support area.

. Worked with other Information System departments such as the

networking analyst, and application developers on resolving issues.

. Configured computers for users and installed any requested software.

. Supported and implemented new software and hardware releases.

June 1993 - March 2001

ASSURANT GROUP

Miami, Florida

Network Technician

. Maintained communications network environment by installing,

configuring, and maintaining network devices, cabling, and

connectivity. Network devices include routers, switches, hubs,

application and print servers, workstations, and CSU/DSU modems.

. Identified and resolved outages and equipment failures.

. Managed video conferencing systems over eleven domestic and

international offices.

. Administrated ROLM PBX phone and voice mail system.

Education:

Florida International University, 2005 - Present

. Bachelor of Science in Biology

MIAMI DADE COLLEGE, 2004

. Associate in Arts Degree in Pre Bachelor of Arts

BARRY UNIVERSITY, 1999-2000

. Seeking Bachelor of Science in Information Technology with a

specialization in Network and Systems Engineering

MIAMI TECHNICAL COLLEGE, 1996

. Computer Administrations Technical Degree

Training:

. Cisco Certified Networking Academy: CCNA II

. Microsoft NT Server and Workstation

. Voice and Data Communications

. LAN Cabling - Fiber Optic and Cat 5/5E and 6

. Microsoft Access - Rapid Application Development

Certifications:

. Microsoft Certified Systems Engineer (MCSE) - ID #2062614

. Microsoft Certified Professional + Internet (MCP + I) - ID #2062614

. Microsoft Certified Professional (MCP) -ID #2062614

. NACC Certified Installer - ID #01-102503 Certified in Fiber Optics,

Category 5 Design & Installation.

Contact this candidate