Customer Service Project Manager

Victor Lohndorf

*** ***** ****** ****** **** Denver, CO 80246

614-***-**** *********@*******.***

ALOHA Systems Analyst / ALOHA Implementation Specialist

Senior experience with Aloha Quickservice and Tableservice.

Able to create, configure, and troubleshoot objects in Configuration Center. These objects would be, but not limited to, corporate entities, sites, system settings, hardware, items, events, categories, hierarchies, pricing, promos, comps, item routing, EDC credit cards/gift cards.

Experience with Configuration Center use of hierarchies and versions.

Advanced CFC knowledge in the areas of Store Settings and system configuration.

Advanced knowledge of CFC to be able to effectively determine if issues are related to configuration, store environment, or software code issues.

Understanding of hierarchy management in CFC and how to apply that in a large, multi-unit environment.

Significant experience analyzing POS DEBOUTs, including the ability to diagnose issues based off of DEBOUTs data, help desk notes, and knowledge of the specific site configurations.

Assess potential solutions in terms of global impact, implementation, and long term maintenance.

Understanding of the relationship between Aloha POS, ATG, ATO, and EDC, to efficiently troubleshoot issues related with different systems.

Advanced understanding of EDC and Auto Spooling.

Understanding of POS Grind files and their relationship to the Insight Polling Process.

Microsoft Technology Associate Certified (MSA).

PROFESSIONAL EXPERIENCE

Einstein Noah Corporate, Lakewood, CO 12/14 – Present

Sr. Aloha Administrator

Technical Project Manager for the Einstein Brothers brand.

Maintain Aloha database for 580+ Einstein Restaurant locations.

Collaborate with multiple teams to ensure product promotions and POS design.

Train VPO’s, DO’s and Staff on manipulation of POS interaction.

Enterprise Administrator for users and polling process.

Lead Analyst for troubleshooting and mentoring.

Manager POS support process to Einstein Helpdesk.

Create Documentation and Training material for Ops and Marketing team.

Sbarro, LLC Corporate, Columbus, OH 05/14 – 12/14

Aloha Store Systems Analyst

Complete Database construction, planning and maintenance of multiple Sbarro Brand Restaurants.

Advanced knowledge of Aloha Point of Sale, including Configuration Center, Command Center, QS POS, EDC, and troubleshooting.

Review, analyzes, and modifies systems including configuring, testing, debugging, and installing to

support the organizations Point of Sale System.

Maintains POS configuration. Changes pricing, menus, POS navigation, and Reporting.

Troubleshoots technical issues escalated from vendor helpdesk.

Stage and install equipment for new stores. Coordinate and work in conjunction with other

tradesman on new construction.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Menu Link database Administrator for new items and existing PLU’s to match CFC.

Victor Lohndorf Professional Experience - Page 2

Wendy’s Corporate / Strategic Systems, Dublin, Ohio 03/13-05/14

ALOHA Systems Analyst

Implementation Specialist all Canadian Aloha locations.

Transition team for Aloha Wendy’s POS locations.

Daily program and configuration of Canadian Wendy’s Aloha QS locations.

Trained new company employees on software.

Met and/or exceeded client expectations by providing status on assigned incidents, product change requests, and enhancements.

Resolved escalated level 3 client software issues.

Initiated and facilitated department meetings to ensure quality technical service.

Worked independently on weekends for Canadian Markets.

NCR Corporation (Aloha), Concord, NH,/ Boston, MA 04/02-01/13

Project Manager / Programmer – POS Implementation Leader

Program data for Aloha software restaurant P.O.S systems.

Set-up and install/network P.O.S systems.

Train management and staff on the operation P.O.S. software.

Technical phone support & after hours on call support.

Coordinate and work in conjunction with other tradesman on new construction.

Aloha/Radiant technician certified.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to

helpdesk staff.

Escalated issues as needed and maintained communication with customer and Technical teams.

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