Help Desk Project Management

Alejandro Robles

**********@*****.*** San Antonio, TX 830-***-****

Highly motivated and detail oriented I.T. support manager with excellent communication skills. Efficient team player with prov- en experience in training, project management and system implementation. 5+ years of experience in general management including hiring and developing employees, meeting company objectives, and establishing new policies. SKILLS/ SOFTWARE

Project Management

Team Management

Collaborative Problem Solving

IT Operations

Employee Training

Coaching

Sales Operations

Retail Operations

Sales Process

Process Improvement

Troubleshooting

Customer Service

Sales Management

Logistics Management

Network Administration

Inventory Management

Microsoft Windows OS

Catapult POS System

Verifone POS System

MS Office Suite

MNSP Collaboration

PDI

Acumera

PROFESSIONAL EXPERIENCE

Marketing Systems Analyst /Marathon Petroleum/ November 2022 - PRESENT

Attained VASC certification to efficiently serve as a technical resource for retail POS operations, IT services and marketing field operations.

Communicate with vendors for project development work; for projects involving network, software and hardware updates affecting different aspects of site business.

Conduct software user acceptance testing on Lab POS System in support of various pilot programs

Develop end user reference guides and assist in updating instructions for installation companies.

Oversee vendor performance analysis to identify trends and improvement opportunities.

Collaborate with payment processing, credit card network, and loyalty program vendors to conduct technical integration projects.

Develop and refine POS system specifications, security procedures, and training materials for internal and external customers.

Support internal system improvements, procedural enhancements, and continuous integration initiatives.

Developed and presented a company improvement initiative for our commercial division that was selected for Implementation.

I.T. Support Manager /Star Beverage Company/ June 2018 – November 2022

Promoted from Help Desk Associate

Assist in the development of the help desk team including monitoring and providing logistical support and motivation to each team member to ensure the efficient resolution of help desk tickets and installation projects.

Monitor and perform routine maintenance on computer and POS systems.

Participate in staff meetings to assist in project planning and implementation of new retail locations and hardware upgrades at existing locations.

Maintain an awareness of new applications and help to provide training to other departments.

Assist management with analysis and conversions of new software and hardware systems.

Review vendor contracts to ensure they meet department and company goals which has resulted in a savings to the company of more than $20k.

Work collaboratively through the project life cycle by managing project initiation, scope, documentation and budget. Help Desk Associate/Star Beverage Company June 2015 – June 2018

Provided software/hardware support to retail and office staff by efficiently handling help desk tickets.

Assisted in completing regular maintenance of computer systems.

Assisted in the transition of the Point-of-Sale system for over 60 retail locations.

Installed hardware and software systems for over 25 purchased and new store locations. International Sales Support/PerfectVision Manufacturing/ December 2013—May 2015 Managed sales orders by handling international shipping documents including Proforma and final shipping invoices. Acted as main point of contact for international sales team and clients by providing information on sales orders and products. Coordinated product sample and documentation requests. Managed Caribbean sales territory including customer acquisition and handling sales orders through completion of delivery. Maintained product knowledge by attending trainings with engineers and international sales team. Assisted marketing team in creating sales media in Spanish. Coordinated with lab personnel to complete customer- specific tests and documentation. EDUCATION

American Public University

Completed in 2013

Certification in Computer Information Systems

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