RAFAEL ESTEPE

**** ** *** ***., *****, FL *****

305-***-**** ad3eu5@r.postjobfree.com

PROFESSIONAL SUMMARY

I have a strong background in technology management, and I have successfully implemented innovative solutions that have streamlined operations and improved productivity. I have a proven track record of effectively communicating complex technical concepts to non-technical stakeholders, ensuring a clear understanding of the benefits and impact of technology initiatives. Additionally, my ability to adapt to rapidly changing technology landscapes allows me to stay ahead of industry trends and drive continuous improvement within the organization. CORE COMPETENCIES

AT&T SCO UNIX/VPIX, AS400, Windows 7, 8, 10, 11,

Embedded Windows 7, 10 and 2000/2003/2008 Server OS Visual Basic 6.0, BBx Basic and VB.Net 2022

MS SQL 2008-2019, Informix Relational Database

Crystal Report Writer and Flex Report.

MSI, Telxon, MSD, Kronos and Stromberg Time and

Attendance systems.

Aloha, DTS, Casio, SASI, Focus, Micros and IT Retail P.O.S systems and others.

POS (Apple OS/Android) Mobile Payment systems

VeriFone, Pax, WorldPay and other payment systems and gateways.

Division Technical Support Manager

POS Support Manager

Commit CRM Manager

Jira Ticketing system

Asset management Software

Project Manager (over $5M)

Project Deployment Manager

Technical liaison between Sale & Tech Dept.

User liaison between Sales and Technology Dept

Cruise line technology implementation

rPIM, DataDog, Google Console, AWS CTG &

Amplitude Software

Bilingual (English & Spanish)

PROFESSIONAL EXPERIENCE

RESTAURANT BRANDS INTERNATIONAL

Senior Systems Analyst Miami, FL August 2021 – June 2023

• Troubleshooting incidents reported by end-users, to schedule system changes and identify permanent solutions.

• Managed and tracked store technical issues via the Jira ticketing system.

• Worked in conjunction with deployment teams to successfully deliver solutions and installations to stores in a timely manner.

• Menu Management: Pricing, maintenance, configuration, and deployment.

• QA new application upgrades for both the rPOS system and rPIM (POS enterprise system).

• Perform root cause analysis using tools within GCP (Google Cloud Platform) and rPIM to determine the underlying issue(s).

• Conducted order injection meetings to analyze and troubleshoot client ordering issues using Postman and Amplitude software.

• Collaborated with the software development team, providing ideas and suggestions to better enhance the rPOS software.

E-MICRO SOLUTIONS

Systems & Data Consultant Miami, FL October 2016 – August 2021

• Custom programming using MS Visual Basic 6.0, Crystal Report Writer, Flex Report and Visual Studio Basic 2019; SQL Server 2005, 2008; and SQL Express 2008, 2014 and 2019.

• Manage projects for client installations and the implementation of both hardware and software.

• Implementation and support of hardware and custom third-party software.

• Project deployment, installation, and support of POS and Retail Management systems.

• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.

• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

• General network support, system integration, and system design; deployment, installation, and support of LAN, WAN and peer-to-peer desktop networks.

• Provide daily local and remote client support.

• I worked on and supported Marriot’s Micros POS systems with Symphony. ADVANCED POS SOLUTIONS

Technical Support & Product Manager Miami, FL November 2015 - October 2016

• Managed the Technical Support Department for all support tier levels.

• Developed and implemented the Service Level Agreements for tier 1 and tier 2 support calls.

• Successfully developed client support and client training policies and procedures.

• Oversee the development and communication of help documentation, scripts, usage guides, and FAQs for end users on the CRM system.

• Developed biweekly KPI reports for meetings with the company president.

• Plan and conduct performance appraisals of service support staff, administer disciplinary action, raises, bonuses, and promotions when necessary.

• Ensure appropriate training initiatives for new and existing staff.

• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

• Oversee all deployment, installation, and support issues related to clients and the support of their hardware and software systems, including VeriFone, Merchant One, WorldPay payment and gateway systems.

• Implemented, setup, trained, and maintained the Commit CRM system for both in-house and client use (via web portal).

• Successfully installed, setup and maintained the JIVE VoIP phone system; used the user interface to analyze the performance of the service desk activities.

• Managed programmers for client and in-house custom applications.

• Oversee the implementation and setup of Apple OS and Android mobile systems.

• I managed a team of seven support associates for the Technical Support department. E-SYNTHESIS

Systems Consultant Miami, FL November 2001 - November 2015

• Custom programming using MS Visual Basic 6.0, Crystal Report Writer 8.5/XI and some Visual Studio Basic 2013, SQL Server 2005, 2008 and SQL Express 2008, and 2012.

• Project manager for client installation and implementation.

• Installation and support of custom third-party software.

• Implementation and support of POS and Retail Management systems.

• Successfully developed policies and procedures that outline how problems are identified, documented, assigned, and corrected.

• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

• General network support, system integration and system design.

• Implemented, support for LAN, WAN and peer-to-peer desktop networks and POS systems consulting.

• Provided daily local and remote client support.

• Oversee the development of custom websites for clients and in-house use. ADP TOTALSOURCE

Client Technology Services Division Manager South Miami, FL July 1998 - November 2001

• Client Technology Services Manager and Project Manager oversee all software development and implementation of all Payroll and T&A technologies for the CTS departments across all ADP TotalSource divisions in the US.

• Administration of service desk and support staff, training procedures, and policies for all ADP TotalSource divisions.

• Track and analyze trends in Help Desk requests and generate statistical reports.

• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues.

• Develop and enforce request handling and escalation policies and procedures.

• Analyze the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service and prevent future problems.

• Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary.

• Product, implementation, and project deployment manager (hardware and software).

• Project Manager for In-house Projects (managed major projects over $5,000,000.00).

• Oversee and control client software lifecycles, reports, and client internet portal technologies.

• Managed the testing, training, and enhancements of new payroll systems and client applications.

• Attend training seminars, conferences, and trade shows to broaden my knowledge of current and future service desk issues and technologies.

• Supervised the daily planning, coordination, and administration for division operations.

• I managed a team of thirty implementation and support associates across all divisions of ADP/TotalSource. INTRADECO APPAREL INC.

BBx System Programmer Miami, FL October 1996 - July 1998

• UNIX (BASIS BBx) Business Basic and Informix relational database programmer for international textile company.

• Maintain the Open Systems accounting and invoicing system.

• I wrote the front and back-office applications for in-house users.

• Maintained the BBx inventory system on the server in the San Salvador warehouse.

• Worked on the BBx and Telxon unit interfaces; installed and maintained the EDI and Kronos time clock systems. EXPERT SOFTWARE SYSTEMS

Computer Specialist Coral Gables, FL October 1995 - October 1996

• Setup both software and hardware and troubleshoot PC issues for company end-users.

• Hardware and software implementation.

• Set up and maintain Windows, Novell, and Apple server networks.

• Setup new email clients and test new applications for in-house end-users.

• EDI setup and support.

• Support and train new employees on the company software and PC hardware. STORE AUTOMATED SYSTEMS, INC.

Regional Support Specialist Miami, FL March 1993 - October 1995

• Sales technical liaison between the technical and sales departments.

• Software, hardware installer, trainer, and system support for both POS and back-office computer systems

• Project Manager for clients POS system installation, implementation, and training.

• I also wrote interfaces and custom programs between third-party software and hardware and the SASI POS systems.

• Installed and serviced clients in Mexico, South America, and Caribbean Islands.

• Installed supermarkets, hospitality, and convenience stores with gas pump interface POS systems and back-office systems.

FLEMING, INC.

Technical Implementation and Support Supervisor Miami, FL September 1990 - March 1993

• Technical support supervisor for system installers and support technicians.

• Managed the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of user issues.

• Managed client installation and implementation of the POS system, back-office PC, and DSD software.

• Project manager for international projects, which includes software and hardware implementation and installation.

• I wrote applications and interface programs for customers and for in-house users.

• Service domestic and international POS clients.

• I supervised a team of four implementation and support associates for the Retail Automation Department. KRONOS INCORPORATED

Technician / Programmer Miami Lakes, FL June 1989 - September 1990

• Open the first Kronos office in Miami-Dade County.

• System programmer, installer, and customer service representative for computerized time and attendance systems and software.

• Project and implementation manager for major client installation and implementation.

• Installed and supported major hotels, hospitals, and international clients. ACCURATE CASH REGISTER, INC.

Programmer/Installer North Miami, FL December 1982 - June 1989

• System programmer, installer, and trainer for POS systems and computer systems.

• Project manager for client installation and implementation.

• Overseed the development and communication of help documents, usage guides, and FAQs for clients and end users.

• System software and hardware support.

• Project Manager for major national and international clients.

• Service domestic, international, supermarket, hospitality, and cruise line clients.

• I wrote interface programs between third-party hardware, software, and POS systems.

• I wrote custom macro programming for POS systems. EDUCATION

ASSOCIATE OF ARTS - Computer Science

Miami Dade College

Miami, FL.

TECHNICAL DIPLOMA - Computer Programming

Graces Commercial College

Miami, FL.

MICROSOFT

Microsoft RMS Certified

Miami, FL

Other certifications on request.

CONTINUING EDUCATION

LinkedIn Learning: Online Technical Courses

The Academy (Cyber Security & Azure Administrator Courses)

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