IT Solutions Specialist with POS & Logistics Expertise

HECTOR CONTRERAS

** ***** ***** ***, ******* PA *8969 908-***-**** **************@*****.***

https://www.linkedin.com/in/hector-contreras-05a48873/ Experienced IT Professional BA POS Leadership Accomplished IT professional with extensive experience in system support, team guidance, and customer engagement. Skilled in maintaining and optimizing Point of Sale (POS) platforms and logistics technologies across a wide range of operational settings. Known for clear communication, effective collaboration with cross- functional groups, and delivering reliable technical solutions that improve day-to-day performance. Strong ability to pinpoint and address complex system issues while upholding a customer-focused approach. SKILLS

SQL Server Management Studio (SSMS) Salesforce, ServiceNow, Jira,DevOps Microsoft Excel, Power BI, Spectrum PowerShell, DOS Windows, Linux Customer Relation Mgmt (CRM) Cyberark, CrowdStrike, ThreatLocker Technical Support Postman (API) Active Directory Domain Services Microsoft 365 Tableau Monday.com Azure

EXPERIENCE

Celestica, Alburtis, PA March 2023 - October 2025

Information Technology Solutions Specialist, March 2023 - October 2025 IT Solutions Specialist who designs, implements, maintains complex software solutions & provides expert support.

Developed and implemented software solutions by defining requirements, creating technical specifications, collaborating with developers, and testing code, including a Spectrum Pro feature enabling bulk unit receiving. Enhanced system efficiency.

Performed on-premises Active Directory Domain Services (AD DS) administration, including creating and managing user accounts, computers, security groups, and adding test systems to the domain.Enhanced security group administration.

Deployed Windows Server including configuring the network, creating a domain, adding roles and features, DHCP, DNS, and group policy. Improved network infrastructure.

Developed an API integration where a fault was discovered and corrected through evaluation of payloads across all stages—Verizon (source), Ryder (intermediary), and Celestica (destination). Resolved data transmission faults.

Performed data analysis using MS SQL Server Management Studio, MS Excel, and Power BI to deliver critical insights and support informed decision making. Delivered critical insights.

Drove IT performance by facilitating cross-team and partner meetings focused on progress updates and rapid issue resolution.

Provided onsite assistance to customers by diagnosing and addressing software and hardware issues, including Zebra label printers and Spectrum Pro functions.

Engaged cross-functional teams to support and enhance customer satisfaction.

Increased revenue to the site by successfully moving software solutions to production. Promoted 30 developments in 2025 alone.

Global Payments, Lansdale, PA January 2021 - February 2023 Customer Care Advocate Technical Support Department, January 2021 - February 2023 Customer Care Advocate acting as primary contact for customers, resolving issues, and enhancing satisfaction.

Handled customer escalations and fixed a Mobile App UAT issue where incorrect XML headers prevented orders from reaching the register. Resolved customer escalations.

Coordinated with various teams to implement lasting solutions, demonstrating effective project management and technical support.

Enhanced customer satisfaction by 95% by establishing trust and maintaining close relationships with franchisees.

Managed projects by coordinating internal and external meetings to gather requirements, test, and implement software solutions that automated processes and reduced support tickets.

Conducted audits of customer account information to identify recurring issues and provided education to minimize future contacts. Reduced customer contacts.

Increased customer satisfaction by 95% and increased customer retention. Global Payments, Lansdale, PA January 2011 - December 2021 Technical Support Supervisor, January 2011 - December 2021 Support Supervisor managed support team providing guidance and training and also overseeing the resolution of customer issues to ensure timely and effective support.

Reviewed support cases assigned to tier-1 and tier-2 technicians. Enhanced quality of support case reviews.

Collaborated with technical staff to establish goals and objectives for system improvements and upgrades. Improved system performance.

Monitored support activity trends to create problem resolution and solution reports. Improved problem resolution effectiveness.

Trained technicians to build a stronger Support team and to ensure customer satisfaction on-call resolution. Enhanced team performance.

Documented training sessions and created knowledgebase articles accessible to the support team for troubleshooting purposes. Enhanced accessibility to training material.

Provided focused coaching that increased employee skills and elevated performance standards.

Increased first call resolution by 98% and reduced the call backs by 20%. SICOM Systems, Doylestown, PA January 2010 - December 2010 SUPPORT TEAM LEAD, January 2010 - December 2010

Support Team Lead managed support team by providing technical guidance and ensuring customer satisfaction.

Collaborated closely with management and technicians to ensure SLA and key performance metrics were consistently met.

Handled support tickets and Tier-1/Tier-2 escalations by analyzing system logs to uncover the cause of daily close failures and applying configuration updates to prevent them from recurring.Reduced system failures.

Provided one-on-one guidance to technicians to strengthen their expertise and improve their ability to handle support tickets. Improved technician expertise.

Applied deep product expertise to analyze and address complex software issues. Resolved 20 complex tickets a day.

Strengthened the technical proficiency of the technician group by roughly 80% through structured training sessions, hands-on coaching, and ongoing development support.

Improved service-level agreement (SLA) performance by approximately 80% through enhanced processes, faster response times, and more consistent issue resolution. SICOM Systems, Doylestown, PA January 2004 - December 2009 POS Technician, January 2004 - December 2009

Point Of Sale technician installs, configures, and maintains POS systems including hardware and software.

Assisted customers in a call center environment by resolving a wide range of technical issues through email, live chat, and phone support. Resolved 25 tickets per day.

Supported Bus and Star LAN environments, resolving issues by inspecting T-connectors on 1700 Bus systems and troubleshooting switches on Star-topology networks. Reduced network downtime.

Troubleshooting and maintaining multi-site restaurant management platforms, providing technical support and configuration assistance to franchisees through a centralized portal.Improved system uptime.

Diagnosed and resolved software issues across restaurant operations, including database management for Sales, Labor, and Inventory data. Improved software reliability.

Achieved a substantial improvement in customer satisfaction, increasing overall satisfaction levels by approximately 90% through targeted service enhancements and consistent support efforts. EDUCATION

Bachelor of Science Computer Science

Kean University, Union NJ 07083

LANGUAGES

English: Native/Bilingual

Spanish: Native/Bilingual

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