Manager Front Desk
Resume:
EDUARDO MARTINEZ
adii5f@r.postjobfree.com
PROFILE:
Proactive, performance-driven professional with 15+ years’ progressive expertise in leadership and problem solving in the field of IT, Telecomm, Voice, Business, Commercial, Retail and Project Management
Understanding of business priorities, team player committed to managing operations and projects flawlessly while contributing to revenue-producing activities
Cross-functional communicator easily interfaces with the staff, vendors and the customer
Knowledge of most hardware and software
Experience in providing training, coaching and mentoring to staff
Ability to follow operational, problem management and escalation procedures
Excellent organizational and follow-up skills with strong attention to detail
Experience establishing procedures, operation manuals and service levels for support environments
Client Relations
Client/Staff Training
Project Management Agile Methodology “in Progress”
Change Management
Quality Control
Quality Assurance
Resource Management
Strategic Planning
Systems Development
Workflow Process Analysis
Microsoft Windows and servers
Microsoft Office Suite 365
Ticketing System Remedy, Expedio, ConnectWise, NetSuite, Service Now
Work in progress CompTIA A+, Network+ Security+ Certification
Work in progress Agile PM Methodologies
PROFESSIONAL EXPERIENCE:
Barnes & Noble/CBTS [Aug 2019 – Present]
Project Support Consultant, VoIP
Managed, planning and execution of daily store VoIP Phone implementation, worked as a direct support role of the Project Management team and operating independently
Work with Technician to setup, install, configure, and troubleshoot VoIP Store Migration, hardware and software equipment problems, Install Mitel Telephone 6865I Sip Phone, Access Point and connect Paging System
Shiji Group USA [Dec 2018 – July 2019]
POS Project Implementation Specialist
Middle level implementation professional to implement & support Food & Beverage Point of Sale (POS) implementation projects in hotel and restaurant environment at customer site or remotely.
Work with customer’s need and operation workflow; then to install, setup and configure the solution at the customer site.
POS implementations included: Customer requirement / install and setup equipment such as the server, workstations, printers and other relevant devices / system configuration / restaurant menu items configuration / site survey and testing for the system equipment / user training / on-site system testing / simple documentation / moving hardware equipment on-site / go-live standby support / after go-live support / etc.
Connecting and testing network cable connection for multiple hardware devices is required.
Ensure the solution meets specifications and functions per customer specific operational workflow.
Report the additional functional request from customers to our internal Product and Development team.
Answer operational and application questions and consult the customer.
After "go-live", provide technical support to the customer when necessary.
International Micro System (IMS) [Dec 2015 - Oct 2018]
Technology Specialist
Managed customer request for their retail system “Retail Pro© point-of-sale (POS)”, Foundry Logic eMobile POS.
Managed planning and execution of the implementation of the Retail system for Major Sports Team on the MLB and NFL venue such as the Nationals installation of 49 POS, Colorado Rockies installation of 49 POS, Detroit Lions installation of 62 POS including 4 eMobile, Citizen Bank Park - Phillies, Citi Fields installation of 49 POS and 12 foundry logic Inventory Scanners. configure and train their Team Stores and Multiple Kiosk stores. Provide helpdesk support…
Managed eMobile for the Super Bowl 2017 project generated 4M of the total 12M merchandizes sales. USTA Tennis US Open 2017 and 2018 for Polo, Wilson and Adidas Point of sales generated average of 30M in Sales every year. Continue eMobile support thru all the venues.
SME first point of contact for eMobile support for all our account, training, and support.
IBM [Jan 2015 - Dec 2015]
Lead Field Technician
Provided field service support for multiple companies such as
oMorgan Stanley IMAC installing and configuring PC, Printer, Router and Switches
oHilton Hotel Chain Lead project implementation technician, managing contractor and employee to upgrade and install new PC while I configured and installed new Server, Switches and Router.
oFFIC, Best Buy, ACE Insurance, Gap Inc., and others. IMAC and lead project implementation technician managing, installing new PC, Printers, Switches and Routers.
Performed computer support for new PC, Servers, Network switches and routers installation, upgrades, and refresh. NetSuite Support
Project stage Lead Implementation from start to finish managing time and resources accordingly with time frame provided.
ASSA ABLOY Hospitality [Apr 2014 – Jan 2015]
Remote Field Technician, Northeast
Worked as a direct support role of the Project Management team and operating independently, setup, install, configure, maintain and troubleshoot network, hardware and software equipment problems, relocate and/or repair/replace equipment.
Identified key success factors and prioritize work packages to achieve corporate and client goals ensuring that service levels are appropriately aligned to corporate policy and strategic direction. Monitored, investigated, reported and corrected breaches in field performance and quality. Responsible for onsite services and sales of VingCard, TIMELOX, ORION and ElSafe products and will be dispatched to various job assignments based on their product and system experience level.
Details of some of the projects:
PGA National Resort, Palm Beach, FL – Responsible for managing the installation of 1300 locks going online in Phase II, configure VisiOnline Server and 6 Front Desk workstation, Provided Admin, Front Desk, Security and Engineering Training to personnel.
Gaylord National Harbor, National Harbor, MD –TIMELOX Server upgrade to new Software Version, configured 38 workstations total compile of 26 Front Desk and 12 Back office. Provide Training to IT on new Software.
Four Season, Orlando, FL –Responsible for managing the interfacing of 1700 locks online with INCOMM to go Online, Provided Admin, Front Desk, Security and Engineering Training to Personnel.
Soaring Eagle Casino, Mount Pleasant, MI –Responsible for managing the installation of 1500 locks going online in Phase II, configure VisiOnline Server and 12 Front Desk workstation, Provided Admin, Front Desk, Security and Engineering Training to personnel.
Managed the installation of other Hotels/Property such as inn on Biltmore State, Royal Park, Lemon Tree, Hyatt Regency Coconut Point, Etc.
Provide a single view to the organization for field related network, information technology, product and technical problems. Utilize this data to support Best in Class training.
Track issues to resolution updating the internal knowledge base and/or communicating learning’s with relevant business stake holders.
Deliver professional level reports and document all aspects of site level task, solutions & activity synopsis as assigned
IBM [May 2009 - Apr 2014]
Field Technician
Provided field service support for multiple companies such as Morgan Stanley, Hilton Hotel Chain, FFIC, Best Buy, ACE Insurance, Gap Inc., and others.
Performed computer support for new PC/SERVER installation, upgrades refresh.
Project stage Lead Implementation from start to finish managing time and resources accordingly with time frame provided.
Responsible for IMACD (Installation, Move, adds, changes and decommission) all computer and network connectivity, Hardware configuration/installation, Computer imaging for a variety of IBM Customers.
BT Americas [May 2005 – Mar 2012]
Business Commercial Project Manager
Operated with the BT Account Team to discuss and gather their requirements for a new Service Request (SR) process and procedures
Coordinated between Tech Mahindra and BT Account Team to map the new end-to-end process of Service Requests for the client account – high-level and low-level process maps. Lead on commercial due diligence and transition for back-office/off-shore opportunities.
Project managed the transition of back office/offs-shore opportunities for BMS, Unilever, PepsiCo, First Group America (FGA), Heinz and other major contracts. Pricing, Service Request Management (SRM) and billing processes into India. Produced and create process flow document to help expedite all the transition mentioned above.
Collaborated with the BT Commercial Manager to discuss and improve the process of SR Pricing and assisted Tech Mahindra with creating a SOP for SR Pricing
Assisted Tech Mahindra with creating a Knowledge Transfer (KT) document and a Standard Operating Procedure (SOP) for the SR process associated to the client to comply and meet 100% SLA with pricing, SRM Request and Billing.
Performed as an administrator of the Global Services Portal and Genesis MACS systems
Business Manager 2010-2011
Lead on commercial due diligence and transition for back-office/off-shore opportunities. Project managed the transition of back office/offs-shore opportunities from BMS, Unilever, PepsiCo, First Group America (FGA), Heinz contracts. Pricing, Service Request Management (SRM) and billing processes to India.
Produced and create process flow document to help expedite all the transition mentioned above.
Commercial Contract Support Manager 2006 – 2010
Supported the BT Account Team, Finance Team and Billing Team by creating and executing non-contractual pricing terms for out-of- scope projects, providing their respective monthly reports and responding to any queries with the overall SR pricing process
Responsible for the financial performance, Data Collection, Pricing Risk, Service delivery, Billing, and efficiency of Change controls and general support activities such Ad-Hoc reporting affecting commercial and service performance of the contract, managing revenue of $74Milions a year.
managed the Equipment Acquisition Plan (EAP) report for the BT Contract Team and the Client Account team
Worked on broadens of scopes creating processes for any contract, to increase opportunities for incremental revenue/profit to BT.
Provided input into, and manage implementation of, pricing strategies, processes, models and tools.
Responsible to Coordinate/Lead the negotiation with external & internal clients and provided ongoing evaluation of potential projects opportunities.
SRM Project Manager Latin America and Puerto Rico 2005-2006
Project Managed large scale projects from start to finish that included:
Implementation of Data center and large Voice refresh in Sao Paulo Brazil. Requirement to upgrade existing Avaya S8300 and install an Avaya 8700, Audix System to handle 3000 employee and a Data Center with a budget of $700K, manage in country Custom and at 78% of project completion handed project over to a colleague after taking commercial contract Support Management offer within BT.
Project Managed the installation of Avaya S8300 System to support 3000 employees for BMS Mexico, Venezuela, Colombia, Ecuador, Argentina, Peru, Uruguay and other South America and the Caribbean Countries. Projects with budget ranging from $200K - $500K using standard PM methodologies, managing in country custom and vendors, execute and finalize projects within time constrains of delivering on time, within budget and scope objective, including acquiring resources and coordinating efforts of team members in order to deliver projects according to plan.
Demonstrated innovative team building and cross-functional project management techniques to expedite workflow, simplify processes and reduce operating costs.
Developed risk mitigation plans. Effectively communicate project status to project stakeholders. Coach, mentor and motivate team members, influencing them to take positive action and accountability for assigned work.
Bristol-Myers Squibb [Oct 2003 – May 2005]
Voice Project Coordinator
Responsible for all Voice IMAC Coordination for the BMS Puerto Rico Sites, such as adding bridge appearances, changing call paths, adding call forwarding, changing name displays, etc. 5 sites about 5000 employee each. using Avaya G3/8700
Managed all the necessary moves, adds and changes in the Field Sales group using, ProComm and/or Intuity/Audix
Supported Blackberry devices configuration and troubleshooting for manager and Sales Force using NetSuite.
Responsible to create all standard procedure, work instructions and process documentations for the transition of the Voice Helpdesk moved to the BMS Global Helpdesk.
Trained new staff and achieved the completion of the project.
Managed all the necessary moves, adds and changes in the Field Sales group using, ProComm and/or Intuity/Audix
Nortel Networks [Aug 2000 – Oct 2003]
Field Technician
Project managed the installation and commissioning/testing procedure Nortel Networks DMS 250, 300, 500, Spectrum Super Node family for Nortel clients such as VERIZON, IDT, TYCOM, SWISSFONE, TRICOM and other Telecom companies.
Managed contractors to focus on standardized methods and procedure for project installation and customer management interfacing.
Managed project deployment as indicated in the revised Method of Procedure.
Sabre [Nov 1995 – May 2000]
Field Engineer / Project Manager (Dom. Rep. Communication Manager)
Responsible for establishing standardized methods, practices processes, and procedures throughout all Dominican Republic regions.
Responsible for the introduction of remote software, which allow technician focus on customer billable projects and management interfacing.
Exercise leadership in the selection and deployment of technology needed to meet our customer's goals.
Project managed all communication projects that impact the operation of American Airlines and American eagle such as installation and configuration of all Data Circuit, PBX Nortel Op 11C/61C with ACD/Norstar, Frame Relay and Cisco Routers project.
Abbot Laboratory [Nov 1990 – Nov 1995]
MIS Technician
Responsible for the maintenance and administration of all network’s services including hardware and software upgrade, configurations of DOS applications and Microsoft Windows 95/98/NT, client service to remote access AS/400 mainframe.
Maintained fault tolerance and minimum system down time. Configured and maintained the telephone system (PBX) software/hardware and telephone connectivity.
Responsible for the support and training of the users.
EDUCATION: APEC University (Santo Domingo, Dominican Republic) 1992 – Bachelor Computer Science
Contact this candidate