Remote Customer Support & POS Implementation Specialist
Resume:
KEN KNIGHT
Atlanta, Ga. 30308
***.*********@*****.***
Summary of Qualifications:
• 20 years’ POS Implementation experience in the payment, retail, and Hospitality industry
• 10 years’ POS experience on Oracle MICORS. (Synchrony, 3700, 4700, 9700
• 15 years’ experience with onboarding Retail, and Hospitality POS, as well as various third-party payments
• Extensive experience in Site walks, training, installations, go-live, and database building,
• 20 years’ experience with credit cards, gift cards, PLCC, as well as card processing (authorizations, and settlements)
• 7 years Product Management experience within the Retail and Financial Services Industry (credit – debit – prepaid cards)
• Have Onboarding experience with BAMS, Fiserv, TSYS, Synchrony, Bread Financial, Tempus Technologies, Shift4, Oracle Micros, Squirrel, and Elevon.
• International Project management experience within the money transfer and debit card industry (Mexico, and Canada)
• Extensive knowledge of DSS-PCI compliance.
• The ability to convey technical information to business groups and convey business requirements to technical groups in a format that both parties understand.
• Strong negotiating, and relationship building skills dealing with 'C' level executives.
• Knowledge of Windows 20x server, MS SQL.NET, MS Project, Excel, PowerPoint, Visio, and a working knowledge of UNIX.
• Hands on knowledge of back-office reporting, Credit Card interfaces, APIs, and Web-based reporting
• Proven ability to establish relationships with executive management, staff and clientele.
• Experience working with JIRA, Service Now, and CyberArk. Professional Experience:
. Oracle Micros (Contractor) (May 2025- Present)
• POS \ Implementation Specialists -
Prepare/setup equipment, configure payment systems (Ingenico), and go live support Action Items 1. Prepare and Set Up POS Equipment
o Configure payment systems (e.g., Ingenico) and provide go-live support for new installations. 2. Manage Credit Card and Payment Processing
o Oversee all credit card processing, POS, back-office, and front-office implementations and upgrades. o Administer IT payment processes for both hardware and software. 3. Train and Support Staff
o Update and train support teams on new POS and payment gateway enhancements. o Create SOPs for front and back-office operations. 4. Lead Implementation Teams
o Lead teams for new implementations of gift cards, PLCC, pin pads, and contactless payments. o Manage QA lab and oversee testing of new systems. 5. Provide Technical Support
o Deliver 1st and 2nd level customer support for POS and payment gateway issues. Page 2 of 4
o Administer production databases and manage custom implementations. 6. Project and Product Management
o Manage product lifecycles, including development, deployment, and enhancement of financial services products.
o Write and maintain product requirements documents (BRDs, LOEs, use cases, etc.). 7. Conduct Site Walks and Installations
o Perform site walks, installations, and go-live support for POS systems. o Ensure smooth transitions and minimize post-installation support needs. 8. Build and Maintain Databases
o Design and configure databases and report structures for POS systems. o Modify and prepare customer systems for installation and training. 9. Ensure Compliance and Security
o Maintain extensive knowledge of DSS-PCI compliance and implement necessary security measures. 10. Relationship Building
o Establish and maintain relationships with executive management, staff, and clientele. o Negotiate and communicate technical/business requirements between groups. 11. Continuous Improvement
o Evaluate, recommend, and support new products and enhancements.
• Conduct competitive intelligence reviews and provide strategic insights.
. Floor and Decor (Nov 2012 to April 2024)
• POS \ Payments Implementation Specialists - Manage all Credit Card processing, POS, BOH, and FOH implementations and upgrades. Manage QA lab. Administrator for all IT payment processes, both hardware and software. Update and train support on new enhancements and upgrades of our POS and Payment Gateway systems. Create SOPs for front and back-office operations. Involve in “All things POS\ Payments.” Lead teams on the new implementation of Gift cards, PLCC, and the training and installation of Pin pads, and Contactless payments. Experience with both Open \ Close loop systems.
. Snapfinger.com (Nov 2010 to April 2012)
• Technical Support Engineer- POS Implementation and Payment Gateway - Provide technical support for 1st and 2nd level customer support. Administrator of production database. Manage custom implementations of new payment gateways, and POS systems Evaluate, and support, new products. Shift4 – (Las Vegas, NV. / April 2009 – Jan 2010)
• POS Manager- Payment processing Gateways and Implementations -
• Managed testing, and implementations of new\ existing payment gateways, and drivers for POS systems in the hospitality industry.
• Provide project management expertise in the development of lifecycle for products in the credit card and prepaid \ debit card payment industry.
• Evaluate, recommend, and support new products, and work with developers in enhancing existing ones. Constant interaction with customers. Received Manager of the Quarter within the first year of employment. Page 3 of 4
INCOMM – (Atlanta GA / April 2007 – May 2008)
• PRODUCT MANAGER- FINANCIAL SERVICES (SVC, GIFTCARDS, PREPAID NETWORK –
• Developed and maintained reloadable financial cards and reload network products for North America, Mexico, and Canada.
• Created BRD’s and LOE’s for Financial Services products
• Experience interacting with IT, QA, and stakeholders in regard to managing a product through the complete lifecycle.
• Evaluated, recommended, and supported new reloadable and reload network product offerings. Identified, documents, and managed the implementation of projects to enhance and update the product line.
• Managed middleware products
GLOBAL CARD SERVICES - (Orlando, FL /Sept 2005-May 2006)
• Manager Product Development and Deployment –
• Responsible for Product development and lifecycle management for all products pertaining to credit card processing in the hospitality industry.
• Identified opportunities for new Products, enhancements, and interfaces that will drive increased sales and customer retention for GCS Products.
• Wrote and maintained Product requirements documents for changes to GCS Products including: concept summaries, business requirements, use cases, functional requirements, design and interface requirements, and post-launch assessments.
• Analyzed and tracked the performance of Products and features throughout their lifecycles, including ROI and customer satisfaction.
• Conducted competitive intelligence reviews. Provided strategic insight on the development of related market trends assisted with development of Product roadmaps
• MICROS SYSTEMS, INC. - (Atlanta GA / Dec 1999 - Feb 2005)
• SENIOR IMPLEMENTATION SPECIALIST
• Designed database and report structures, Identified and source custom application requirements, develop customer specific databases and report packages,
• Configured applications and operating systems and configured/test complete systems according to design specifications. Modified computer database, and related reports and documentation, as required to further prepare and ready the Customer's system for installation.
• Lead in large/complex system installations as required and other field/in-house activities to maintain a high-level of knowledge on assigned products. Stage/prepare Customer equipment for installation.
• Prepare/setup equipment for End-User training. Conduct End-User staff and/or management training to ensure a smooth installation process and minimize post-installation support requirements.
• Provided live support coverage at Customer sites on and after the system live date as budgeted and required by the Customer to ensure a smooth transition to their new system and minimize post-installation support requirements.
• Train and mentor Implementation Specialists.
SQUIRREL COMPANIES - (Atlanta GA / Jan 1996- Nov1999)
• SENIOR SYSTEM CONSULTANT / QA -
• Coordinated projects from start to finish.
Page 4 of 4
• Consulted with customers to determine and review hardware, software, or system functional specifications and obtain initial lead in large/complex system installations as required and other field/in-house activities to maintain a high level of knowledge on assigned Products.
• Staged /prepared customer equipment for installation. Prepared /set up equipment for end-user training.
• Conducted end-user staff and/or management training to ensure a smooth installation process and minimize post- installation support requirements.
TRAINING:
Completed workshop in "Train the Trainer."
Windows
MSSQL, Outlook, Project, Teams, PowerPoint, JIRA, WorkDay. REFERENCES:
Ceary Lloyd – Senior Manager – Kimberly Clark 678-***-**** Dan Shook- Insurance Executive- 415-***-****
Adrienne Holman Floor and Decor 770-***-****
Education:
Northwood University, Midland, Mi.
Kent State Univ. - Kent, Ohio
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