Information Technology Store Operations
Resume:
William R. Courtney
Puyallup, WA 98375
williamrcourtney@gmail,cim
SAMMARY OF QUALIFICATIONS:
Experienced and knowledgeable information technology and store operations professional. Seeking to contribute training and management of acquired skills within a technology and/or store operations support role. Works well independently, or within a group setting providing all facets of computer hardware, infrastructure, installation, application, and operational process support such as troubleshooting, installation, customization, maintenance, and end user support. In-depth knowledge and understanding of numerous off the shelf software packages and operating systems. Easily identify, escalate, track, and resolve procedural and technical concerns. Excellent communication, documentation, training, and presentation capabilities.
EXPERIENCE:
May 2019 – November 2023
Costco, Issaquah Washington
Point of Sale Development Quality Assurance II
Manage and Support POS Development Lab
Test and Report Software Quality for POS and Cash Recyclers
Maintain Equipment in the POS Lab
Read and Translate requirements and use cases from company documentation.
Asset Management of all ordered equipment for the Warehouse and Fuel
Maintain High Quality Standards
Train and Motivate New Hires
Assist Development team in tracking and resolving hardware and software trends coming from the warehouses.
Assist Development team with test Hardware Images and resolving issues.
On-Call 24/7 as an hourly employee to assist in critical situations at HDQ or the warehouse and provide information to Senior Management as required while the conference bridge is active.
March 2018 – May 2019
Costco, Issaquah Washington
Point of Sale Analyst I
•Manage support for 750+ Warehouse Point of Sale Systems in a 24/7 operation.
•Maintain store system equipment images.
•Resetting, Unlocking, Password resets
•Troubleshooting store infrastructures such as servers, registers, controllers, Mimo, and Electronic Payment systems
•Taking escalations from both Support Managers and Level 1 call center to resolve various issues in the field such as vendor questions, store down situations, installations, reloads, and repairs to both system hardware and software in warehouses.
•Assist Development team in tracking and resolving hardware and software trends coming from the warehouses.
•Assist Development team with test Hardware Images and resolving issues.
•On-Call 24/7 as an hourly employee to assist in critical situations at HDQ or the warehouse and provide information to Senior Management as required while the conference bridge is active.
May 2009 – February 2017
Southeastern Grocers LLC, Jacksonville Florida
Sr. IT Store Support Technician III
•Manage support for 800+ retail stores, pharmacies, test scans, QA Lab, and Warehouse IT Systems in a 24/7/365 operation.
•Maintain store system equipment images.
•Resetting, Unlocking, Password resets in Active Directory.
•Supported both legacy, off the shelf applications such as Linux, UNIX, Toshiba TCxSky, Toshiba ACE, Invatron ePlum Scale Management, and Bizerba Retail Control.
•Troubleshooting all store infrastructures such as servers, thin client workstations, registers, and all network-connected hardware.
•Taking escalations from both Support Managers and Level 1 call center to resolve various issues in the field such as vendor questions, store down situations, installations, reloads, and repairs to both system hardware and software in Retail Locations
•Integration of the Greenville Helpdesk to the Jacksonville Helpdesk for hardware and software of the acquired BI-LO banner, traveling weekly from Jacksonville to Greenville for 7 weeks to document support requirements.
•Rapid Integration of the acquisition of BI-LO, Sweetbay, Reids, and Harveys banners to the Southeastern Grocers IT Infrastructure Platform resulting in adding 400+ stores with new hardware and software in less than 5 months.
•Assist System Engineers in tracking and resolving hardware and software trends coming from the retail locations.
•Assist Production Developers with test Hardware Images and resolving issues.
•Teamed with Business Analysts and Store Operations to combine both business and support software requirements and training materials on new and existing software projects.
•Track and Report the status of all software sent by developers to store locations.
•Member of the Disaster Recovery Team.
•On-Call 24/7/365 as an hourly employee to assist in critical situations at HDQ or the stores and provide information to Senior Management as required while the conference bridge is active.
•Serve as a Team Lead for Retail Systems Software Distribution when working with other departments completing software, store openings, and store closing changes in the company’s footprint.
February 2006 – April 2009
Spartan Computer Services, Greer South Carolina
Senior Installation Lead
•Install and repair all computer and network infrastructure in several restaurant concepts, such as Hardees, Olive Garden, Red Lobster, Bahama Breeze, Season 52, Longhorns, and Capital Grill traveling across the US being the onsite Senior Lead
•Provided project deliverables such as pictures of installed hardware, reports on cable connectivity and length, and in house wireless signal strength report sending data to the company prior to leaving the site.
•During Non-Install Blackouts technicians performed service calls to restaurants in their home area when needed for concepts such as Steak N Shake, Arby’s, Bob Evans, Olive Garden, Red Lobster, Longhorns, and Bonefish Grill.
•Assisted the Project Managers and Support Staff with project plans, site surveys, and documentation of required deliverables to the contracted company.
January 2002 – February 2006
Winn-Dixie Stores Inc., Jacksonville Florida
Agent – Vendor Management – EPS Technician - RSSD
•Inbound call center representative for all 1500+ stores while resolving issues to meet department requirements.
•Escalated calls where RSSC had not received closing notes to vendors and reported any out of SLA calls to management.
•Performed register, electronic payment system, and ATM troubleshooting to meet department SLA and dispatch vendors to resolve hardware issues when needed.
•Sent software packages to all retail systems requested by programmers. Tracked all packages and reported failures to IT Teams for resolution. Performed software audits for retail systems to ensure that all locations received software packages.
•Closed 400+ stores when the company reduced its footprint. Ensured all reports were faxed to HDQ for backup to electronic transfers.
•Worked with vendors and programming when a store closed with a pharmacy to ensure that all customer data was either sent to the purchasing company or other retail location.
PROFESSIONAL SUMMARY:
•Expertise in highly automated process transformations
•Well versed in Requirement Gathering through end user interviews, Software Comparison Analysis and Reviews.
•Expertise in documenting business requirements
•Knowledgeable in use case Specifications and complete System requirements.
•Involved in meetings for new projects and training department on new software.
•Documented Training Manuals for new software
•Excellent analytical and problem-solving skills and a team player with strong interpersonal skills and communication proficiency.
Contact this candidate