Technology Support Specialist

Enrique Diaz

Woodbridge, New Jersey 848-***-**** ********@*****.*** LinkedIn.com/in/enriquediaz8830 Professional Summary

Highly skilled and innovative Technology Support Specialist with over 15 years of experience in the retail industry, delivering expert support for point-of-sales (POS) systems, electronic data interchange (EDI), merchandising applications, and financial systems. Very similar to SAP systems. Proven expertise in ensuring seamless technology operations in high-demand retail environments, system integration, troubleshooting, and end-user support. Adept at collaborating across departments to implement technology solutions that align with business goals.

Work Experience

Authentic Brands Group - Deel New York City, NY & San Francisco, CA IT Support November 2025 – January 2026

● Helped in organizing and moving IT equipment because of the remodeling in the company

● Stated to back up personal devices in the cloud, in preparation for migration to different updated software

● The temporary position was initially to run for November to part of December 2025. But I was rehired for all of January 2026.

Bareweb LLC Edison & Secaucus, NJ

Technology Support Specialist July 2009 – October 2024

● Manage the full lifecycle of workstation setup, including purchasing, imaging, software installation, and customization to align with departmental standards

● Facilitate complete IT onboarding for over 100 new hires, provisioning hardware and creating user accounts to ensure 100% operational readiness on the first day

● Run critical POS, EDI, and merchandising applications, achieving 99% system uptime through proactive monitoring and seamless cross-platform integration in retail environments

● Provide expert, full-spectrum (Tier 1-3) technical support, achieving a 98% first-contact resolution (FCR) rate by diagnosing and resolving complex hardware and software issues remotely and onsite

● Spearhead remote hardware deployments across 50 retail locations, creating standardized procedures that cut installation time and errors by 35% through effective cross-functional coordination

● Reduce issue resolution time by 30% by architecting and creating a centralized knowledge base of searchable IT fixes, significantly boosting team productivity and streamlining training

● Accelerate average ticket response time by 40% by re-engineering the IT service workflow with automated routing and strategic prioritization, improving SLA compliance and user confidence

● The SME for merchandizing, inventory, and financial applications. Very similar to SAP systems. Additional Experience

Bareweb LLC Retail IT Support Specialist

● Cut recurring incident volume by 25% through proactive issue management, which involved analyzing ticket data for trends and partnering with development to expedite root cause analysis

● Maintained a 95%+ user satisfaction rate while ensuring 100% SLA compliance by streamlining the ticket resolution lifecycle for high-quality, customer-focused service

● Ensured seamless IT service continuity across multiple retail sites by leading remote system installations and resolving emergent network/hardware issues with minimal business disruption

● Drove creation of unified knowledge base and standardized resolution procedures, which improved accuracy, strengthened knowledge retention, and shortened learning curve for new team members

● Designed and delivered targeted virtual training on POS and in-store technology, enhancing user confidence and leading to increased efficiency and a significant reduction in routine support tickets Bareweb LLC Retail Systems Specialist

● Directed transition of POS systems across member stores, involving close vendor partnership and personalized staff training to achieve minimal operational impact and high satisfaction ratings

● Distinguished as the go-to expert for complex POS issues, leveraging comprehensive hardware and software troubleshooting to ensure rapid resolution for all high-stakes system escalations

● Functioned as the key liaison for all major initiatives, bridging communication gaps between members, vendors, and internal teams to improve support efficiency and service delivery

● Architected targeted training initiatives by continuously analyzing member feedback to identify knowledge gaps, a strategy that enhanced user confidence and accelerated system adoption

● Reduced dependency on live support and drove higher system utilization by developing a library of clear, accessible POS documentation tailored for technical and non-technical users VM Industries Accountant

● Managed full-cycle accounting, including A/P, A/R, and general ledger maintenance, ensuring the accurate and timely closing of monthly and yearly financial records

● Prepared and analyzed financial statements, variance reports, and budget forecasts, delivering key insights that directly supported executive decision-making and strategic planning

● Reconciled over 50 bank accounts monthly and prepared all necessary documentation for annual audits, resulting in a seamless process with no significant findings Skills

POS System Configuration, EDI Integration, Software Installation, System Upgrades, Database Management, Hardware Support, User Account Administration, Network Troubleshooting, Remote Desktop Support, Prepare, setup, troubleshoot POS application, Full cycle from installation to disposal of POS and computers hardware Education

Bachelor of Arts in Industrial Psychology InterAmerican University

Contact this candidate