Support Technical

Thomas T. Grimes

***** ********* ***** **********, **. 92596

949-***-**** cell

*********@*****.***

QUALIFICATIONS SUMMARY

Project management

Advanced testing and solutions

Technical writing and training

20 years of retail management experience

POS systems integration

17 years of increasing IT experience

PCI compliance

RELATED EXPERIENCE

Nov 2016 – Present The Avatar Websites

Winchester, California 92596

Position Held: Director of Operations

Website design, implementation, support and maintenance at all levels

B2B consultant for website sales, design and implementation

Search Engine Optimization

Online social media marketing liaison

E-commerce implementation and maintenance

Integration for e-commerce site with Amazon stores, Shopify & E-bay

All aspects of customer service for e-commerce site including questions, sales, refunds and complaints

Profit and Loss accountability

Governmental regulatory compliance

Sep 2008 – Nov 2016 TILLSTER, Inc.

San Diego, California 92121

Position Held: Release & Deployment Manager / Supervisor Technical Support

Insured PCI compliance of kiosk and online menu ordering systems

Provided advanced support and disaster recovery for TILLSTER customers with emphasis on sensitivity for their diverse cultural and ethnic backgrounds in countries such as India, Thailand, Australia, Mexico, Canada, Austria, Germany, France and Great Britain

Windows OS support for integration of TILLSTER software for multiple POS interfaces, including Micros, Radiant/Aloha, Xpient, Sicom and PAR

Manage software release and deployment process for TILLSTER systems including menu changes, OrderM8 hot fixes and OS/AV updates for PCI compliance.

Configuration Management of Managesoft Active Directory structure and software library to support TILLSTER kiosk maintenance and scheduling per customer requirements.

Customer QA liaison for support of lab environments to insure updates follow designated customer priorities, security and policies.

Project Management of customer initiated roll-outs, security changes, tools and POS upgrades relating to kiosk maintenance and functionality.

Generate new store configuration files for kiosk installation through affiliation with TILLSTER engineering and customer requirements

Provide Tier 3 Remote Support for Network, OS, POS adapter integration and TILLSTER kiosk changes for Pilot and production customers and customer 3rd party service providers.

Developed and implement tools for diagnostics, troubleshooting, system health checks and maintenance services.

Maintained support documentation and knowledgebase procedures for Technical Support, Field Support and Tier 1 Support partners.

Windows PE, Windows XP, 7, 8.1 Embedded integration for pc imaging

Master image maintenance for several hardware platforms, including Intel, Lenovo, Dell, Intel NUC and HP all-in-one.

Developed a support GUI to enable one hardware image which could be converted to other hardware platforms.

Technical coaching of support personnel in product and support disciplines.

Mar 2005 – Sep 2008 Delphi Display Systems

Costa Mesa, California 92626

Position Held: Customer POS Integration Manager

Customer and POS vendor liaison.

Provide advanced support for Delphi customers with emphasis on sensitivity for their diverse cultural and ethnic backgrounds in countries such as China, Philippines, Australia, New Zealand, Mexico, Canada, and Germany,

Remote dial in support and systems upgrades for Delphi customers.

Support documentation for installers and field technicians.

MAS 2000 implementation and Sales Team Support.

Windows OS / Photoshop support regarding Delphi software integration for multiple POS interfaces, including Micros, Radiant/Aloha, Xpient, Sicom, PAR, PC-POS, PixelPoint, Compris

Trained several customer help desks including Carl’s Jr. and Taco Bell on 1st level support troubleshooting of the Delphi Order Confirmation System and related network devices including the Tibbo serial to network converter.

Mar 2003 – Mar 2005 CKE Restaurants, Inc.

Anaheim, California 92801

Position Held: Store Systems Analyst III

Day to day third level and LAN/WAN support for retail chain of over 3000 stores.

Testing and certification of electronic payment systems and related software before release to stores.

Project management for various hardware rollouts, including upgrades to the Verifone 490 payment devices and Xpient and Compris software running on PAR registers with Dell servers.

Support documentation for installers and field technicians.

Implemented training classes for support staff and vendor technicians.

After hours support and on site “last resort” solution provider.

Advanced testing and solution recommendation for hardware and POS software implementation.

Server and store site backup implementation and disaster recovery using Drive Image and Excellnet

Mar 2002 – Mar 2003 The Kroger Companies

Compton, California 90220

Position Held: Store Systems Analyst III

Day to day third level and LAN/WAN support for retail chain of over 2000 stores.

Rotating after hours support via phone.

Testing and certification of electronic payment systems and related software before release to stores.

Advanced testing and solution recommendation for self-checkout, hardware and software implementation.

Software testing for the IBM ACE and Supermarket environment.

Responsible for Vericash and Brix accounting systems and automatic coin dispensers for nation-wide enterprise.

Maintained local lab network for numerous third level users and training staff.

Server and store site backup implementation and disaster recovery

Jul 2001 – Mar 2002 Intelisource Technical, Inc.

Upland, California 91786

Position Held: Network Administrator / Assistant Instructor

Responsible for student instruction and lab work pertaining to A+ and Windows 2000 certification curriculum which included personal computer history, hardware identification, troubleshooting, operating system installation from DOS to Windows 2000.

Set up and installed campus-wide network for the Upland location including backup and recovery solutions.

Maintained multi-campus LAN/WAN for 500+ employees and students

Implemented network security policies for remote access, virus protection, and 24/7 availability for staff.

Created an all course encompassing lab to complement the Microsoft curriculum and ensure student understanding of the technologies taught at the campus.

EDUCATION & TECHNICAL CERTIFICATIONS

Maryville University – Masters of Business, Cyber Security (in progress, expected 2018)

Capella University – Bachelor of Computer Science, web development

Coleman University – Application Development

Chaffey Community College – Cisco Academy, web programming and General Education (AA, AS)

Microsoft Certified Systems Engineer (MCSE 2000)

Microsoft Certified DataBase Administrator (MCDBA 2000)

Cisco Certified Network Associate (CCNA 2004-7)

TECHNICAL TRAINING HIGHLIGHTS

HTML, CSS, JavaScript

PHP, MySQL

Jira, Agile, Git

Java, C++

Eclipse, Netbeans

Salesforce, Sharepoint

Zendesk

Five9 Soft Phones

Windows 7, 8.1 Embedded

ICE, SIM, DISM, WAIK, ADK

DNS, DHCP, TCP/IP

OSI model

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