Help Desk Support

JENNIFER BELL

*****, *** ***** *** 973-***-**** ************@*****.*** LINKEDIN

PERSONAL SUMMARY

Experienced store systems professional with a strong background in retail IT operations, POS system implementation, and infrastructure management. Skilled in leading cross-functional teams, optimizing store technologies, and ensuring seamless payment processing. Proven ability to enhance operational efficiency, drive process improvements, and implement cost-effective IT solutions. Experienced in network and hardware deployment, software testing, and vendor negotiations to support business growth. Strong background in PCI compliance, system integration, and IT budgeting to maximize security and cost control. Adept at troubleshooting technical issues, managing Help Desk support, and overseeing large-scale store rollouts. Strategic thinker with a track record of improving transaction speed, customer experience, and overall system performance. Proficient in retail analytics, system upgrades, and compliance management to align IT initiatives with business goals. Passionate about leveraging emerging technologies to enhance retail operations and scalability. Dedicated to leading digital transformation efforts and ensuring seamless system functionality.

SKILLS

EXPERIENCE

AD POPULUM

Remote, Contract

POS Specialist 3/2025 to Present

Assist franchise owners with configuring POS in increasing revenue.

Coordinate, document and train remote store Help Desk.

Spearhead issue resolution for global issues.

Manage testing of POS changes.

Coordinate field hardware needs with franchise liaison.

PARTY CITY

Rockaway, NJ, United States

Senior Director of Store Systems 01/2010 to 03/2025

Led IT operations for 750+ retail locations, optimizing store systems to support $2.5B in annual revenue. Spearheaded system enhances store operations and improves efficiency. Developed and implemented strategic IT initiatives to align with business goals.

Implemented Verifone M400 devices across all stores, reducing PCI audit scope and ensuring seamless payment integration. Upgraded transaction security and compliance standards, minimizing risks. Provided end-to-end support to ensure smooth deployment and operational efficiency.

Managed a $400K store systems budget, overseeing software development, Help Desk support, and IT infrastructure. Ensured cost-effective technology solutions to enhance store performance. Led strategic planning to drive continuous improvements in system reliability and scalability.

Directed the planning and deployment of 250+ Halloween City stores annually, ensuring network and register setups completed on time. Coordinated cross-functional teams to execute store openings efficiently. Established standardized processes to improve seasonal store launch timelines.

Led cross-functional teams in IT contract negotiations and POS system rollouts, enhancing transaction speed and

customer experience. Developed vendor partnerships to optimize service quality and cost management. Ensured seamless integration of new technologies with existing retail systems.

PARTY CITY

Rockaway, NJ, United States

Quality Assurance Manager – POS/ ERP Software 01/2004 to 01/2010

Managed a team of five QA analysts, overseeing testing, debugging, and implementation of financial, merchandising, and retail store applications. Developed structured QA timelines and provided detailed project status updates. Established standardized testing processes to enhance software quality and compliance.

Designed and implemented a formal QA methodology, including test plan development, root cause analysis, and continuous improvement. Created approval workflows to ensure software integrity and compliance. Standardized documentation and testing procedures to enhance efficiency.

Led the development of a structured software migration process, ensuring smooth transitions from development to production. Coordinated project change request meetings to align IT updates with business needs. Maintained Sarbanes- Oxley compliance by integrating approval and documentation processes.

Hired, trained, and mentored QA staff, improving team efficiency and software testing capabilities. Developed knowledge-sharing initiatives to standardize testing practices across teams. Strengthened collaboration between QA, development, and business units to resolve defects effectively.

Created a centralized documentation process for software changes and project approvals, improving transparency and

accountability. Implemented process flow diagrams to streamline approvals and track modifications. Strengthened regulatory compliance by ensuring thorough documentation of all test cases.

THE GREAT ATLANTIC AND PACIFIC TEA COMPANY

Montvale, NJ, United States

Quality Assurance Manager/Analyst 01/1999 to 01/2004

Managed end-to-end software testing for retail and financial applications, ensuring seamless functionality and compliance. Designed test plans, executed automation scripts, and conducted root cause analysis to resolve defects. Improved software quality by implementing structured testing methodologies.

Led cross-functional teams in developing and implementing QA frameworks for POS systems and store applications. Collaborated with developers, business analysts, and stakeholders to align testing processes with business objectives. Reduced system failures through proactive testing strategies.

Conducted functional, regression, and performance testing for new software releases, identifying and resolving critical.

issues before deployment. Standardized test documentation and approval processes to enhance efficiency. Maintained compliance with industry standards and security protocols.

Oversaw system migrations, upgrades, and integrations, ensuring minimal downtime and optimal performance.

Managed QA timelines coordinated user acceptance testing (UAT) and facilitated defect tracking. Improved system stability through continuous process improvements and risk mitigation.

Trained and mentored QA analysts, enhancing team efficiency and software testing capabilities. Established knowledge-

sharing initiatives to standardize best practices across teams. Strengthened collaboration between QA, development, and business units to resolve defects effectively.

VOLUNTEER EXPERIENCE

Junior Woman's Club of Jefferson Member (3 years)

Led the Snowflakes for Peace project, promoting community engagement.

Organized the Bunny Brunch, achieving the largest turnout in recent years.

Directed the Thanksgiving Art initiative, fostering creative expression.

Junior Woman's Club of Jefferson President (2 years)

Implemented a cloud repository for meeting minutes and agendas, enhancing accessibility.

Created a digital documentation process, replacing physical binders for efficiency.

Revised the purchasing process, incorporating credit card use to improve fiscal management.

Jefferson Township Recreational Cheerleading Member (5 years)

Coached and motivated a squad of fourteen athletes to perfect sideline and halftime cheers and stunts.

Developed team-building strategies, fostering discipline, collaboration, and confidence.

Organized and led training sessions, improving performance and coordination for competitions.

EDUCATION

BACHELOR: BUSINESS ADMINISTRATION PROFESSIONAL STUDIES IN TECHNICAL MANAGEMENT

05/1993

Fairleigh Dickinson University/DeVry, Madison, NJ campus

REFERENCES

References available upon request.

IT Project Management

Budgeting & Cost Control

SDLC

Cloud Computing

Cybersecurity Compliance

System Integration

ITSM

Data Analytics

Vendor Management

ERP

Leadership

Strategic Planning

Problem-Solving

Stakeholder Communication

Risk Management

Agile Methodologies

Time Management

Negotiation

Decision-Making

Process Improvement

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