Software Support

Eric B. Cotton

**** *********** *** ● ***********@*****.*** ● 678-***-****

Apply experience in network, desktop, and application problem solving acquired in seven years of secondary education and over ten years on the job experience. I have supported POS business software application for the past 12 years in a global enterprise environment.

SUMMARY

Over 15 years of experience in the IT Industry with extensive experience providing technical support to end users of all levels

Hands on experience with the installation and support of corporate-level software on servers and clients in Windows base platform environment.

Proven ability to contribute to the security, reliability, and performance of a successful network, using knowledge of designing, configuring, and maintaining an enterprise network

Experience maintaining software located on LAN servers, administration of user accounts as well as backup of servers, monitoring server performance, creating and maintaining printing environment, and troubleshooting connectivity problems included installation and support of Windows platform operating systems, Microsoft Office software, Lotus Notes, Internet Explorer, device drivers, printer and network connectivity.

Excellent organizational and project management skills with the ability to hit deadlines, timelines and resource allocation.

Experience with ITSM ticketing systems such as ServiceNow, Remedy, and Lotus Notes

SOFT SKILLS: Extremely organized and motivated, very effective in a team environment. ability to focus and work remotely with little to no supervision, Strong verbal and written communication skills, resourceful in conflict resolution to maintain a strong view and vision of the company product

EXPERIENCE

Being the main contact person to customers in terms of support of the Project/Program (incl. financial aspects)

Working knowledge of CRMs (customer relationship management) and Knowledge systems - any major CRM or

Provides assistance in resolving technology support issues

Providing timely technical support to all of our customers

Performs installations, repairs, upgrades, backups and other maintenance tasks

May participate in development of information technology and infrastructure projects

May handle phone and email assistance as well

Planning, developing and creating technical support policy and procedures

Scheduling and providing all technical training; Responsible for keeping all technical documents up to date and current

Create user documentation for a variety of support services, including how-to guides and instruction manuals

September 2016 NCR- Atlanta, GA

To January 2020 RPOS SOFTWARE ANALYST

Managed client expectations on all project deliverables and requirements, while working with cross-functional teams.

Responsible for responding to complex inquiries of a technical or functional nature which are predominantly routine.

Typically supports both (technical/functional) platform and product issues.

Participated in various testing related review meetings to analyze the issues.

Participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future.

Consistently reported the status of projects to appropriate levels of management

Reduced inefficiencies by carefully reviewing all software post development stages.

Conducted analysis to address performance deficiencies which led to an increased profit outcome.

May assess needs and suggest alternative configurations or services.

Acted as a liaison between business users and development team

August 2014 NCR- Atlanta, GA

To September2016 QA Team Lead

Responsible for development, execution, tracking and results reporting of manual test cases for assigned projects/features. Ability to setup required hardware for test environments including Windows PC, Point-of-Sale terminals, printers, pin pads, networking (LAN, WAN, connections to electronic payment networks)

Business savvy & technical expertise to follow complex instructions and achieve desired results

Write & review use case documentation, participate in the test installation cycle and define work plans for multiple projects

Define the time estimates and work plan necessary to achieve the goals for the entire test effort for multiple projects running in parallel

Identify, communicate & manage escalations regarding project timetables & milestones risks

Complete status reports and lead departmental and project team meetings

Responsible for leading multiple large projects having one or more contributors assigned

Ensure quality metrics are met at all milestones, act as the quality owner of the entire project team for assigned projects

Ability to work as the QA project lead on projects that utilize either Waterfall or Agile SDLC models

December 2007 Radiant Systems- Alpharetta, GA

To August 2014 RPOS SOFTWARE ANALYST

Created, organized and installed relational databases used for inventory control, recipe costing, menu analysis, and accounting reporting. Worked onsite with clients to develop and customize databases. Adhered to corporate naming and organizational conventions.

Trained end-users (including executives, accountants, chefs, managers and hourly-wage employees) to understand and effectively use their company's software.

Served as project manager for numerous client projects. Managed timelines and created operational manuals for software rollouts. Allocated resources and acted as liaison between clients and coders.

Configured client/server networks using Windows platform for SQL Server Version databases. Participated in internal version testing and releases.

Acted as key technical support contact for corporate clients.

Experience/Knowledge of Windows 10/2000/XP/Vista, ODBC, Visual Basic, Visual Studio, .Net

Installation of corporate-level software on servers and clients in Windows 10/NT/2000/XP/Vista, environment.

Performed technical troubleshooting for RPOS, servers and client PCs.

Excellent organizational and project management skills: deadlines, timelines and resource allocation.

Experience with large-scale testing situations and software rollouts.

Expert in all areas of Food Service and Restaurant management due to the nature of the software.

Experience in the entire application development process, including the definition of business requirements, functional design, and user acceptance testing

September 2004 NCR Atlanta, GA

To December 2007 Software Implementation Analyst\Consultant

Worked closely with project managers, business analysts, business clients and other RPOS team members to define requirements, design, estimate, code, test, certify, pilot and rollout request changes.

Installed software and hardware for customers new sites in the hospitality industry.

Build database for new customers, also maintained and updated existing customers database utilizing SQL and proprietary database tools

Performed consultation, discovery and business requirements for new and existing customers

Maintained development test environment.

Worked with deployment team to build and test software deployment packages for certification environment and live stores

Worked with IT teams to identify system/code bugs and work towards their resolution by interacting & coordinating with business users and Application vendors.

Worked on Root Cause Analysis of repetitive and new problems and finding their permanent solutions.

Worked on Automation of IT Application monitoring using monitoring tools.

Provided “project management support” to clients through initial data gathering for business requirement up to the installation and go live support

Performed build testing to include script, regression, stress, functional, integration, performance and usability testing

Experienced in all Windows suites up to the current Windows version to support application running on even smaller version such as WinPos.

Trained newly installed and existing client’s staff and helpdesk

Subject Matter Expert (SME)

New and existing customers discovery and validation of SOW

Coordinated all necessary assets across NCR organizations to successfully implement new and existing customers

New customer setup in all helpdesk tools, including call tracking, information database, and knowledge management.

Maintained and updated knowledge base information on all clients

Education

Devry University

Bachelor of Science, Networking and Data Communications Management

Decatur, GA

June 2005

University of Maryland

Associates of Science, Information Technology

A-burg, Germany

January 2000

U.S. Health Science Academy

Diploma of Health Occupation and Administration

SA, Texas

NCO Academy

Diploma in Management Theory, Total Quality Management, Management by Objective, Motivation, Counseling & Communication

A-burg, Germany

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