Resume

Alex Novelo
(323) 418-2261
Novelo.Alex@gmail.com (Alex NULL.Novelo null@null gmail NULL.com)

Professional Summary

I’m a Bilingual (English / Spanish) Professional with 17 Years of solid Technology experience including Implementation, Systems Support, Training and Systems Management in a variety of industries. Proven project management skills with a passion for customer service and the ability to get things done.

Experience

POSabilities LLC, Panama City Beach, FL                                                          2013 – present 

Operations Manager

Responsible for operations related to Aloha and Retail Pro systems implementations, integration, and support, both on site and remote.  Managing a staff of 10.

  • Track and monitor daily workload to ensure client and operations expectations are met.
  • Provide staff direction in analyzing and resolving client issues at all levels.
  • Responsible for client meeting and addressing any client concerns.
  • Developed standards, technical documentation and best practice rules.
  • Perform 1st, 2nd, and 3rd level client tech support (as needed).
  • Responsible for managing the internal office network, and computers.

Retail Information Systems, Houston, TX                                                            2012 – 2013

Tech Support

  • Performed both 1st and 2nd level end-user support
  • Responsible for remote implementations, integration and support, of the Retail Pro systems.

Bypass, LLC, Austin, TX                                                                                                   2012

Tech Services Manager

  • Responsible for all Bypass related implementations, integration, and support, both on site and remote.
  • Assisted in developing scalable business solutions using Bypass technology, for the benefit of Bypass customers.  Solutions included Software, Hardware, Networking, and Point of Sale Technology.
  • Performed both On-site and Remote training of Bypass customers, on back of house and end-user functionality and usage of Bypass technology.
  • Assisted customer sites with live day procedures.
  • Performed hardware installation and network configuration.
  • Performed both 1st and 2nd level end-user support
  • Developed technical documentation and best practice rules
  • Worked with the Bypass development team on new features and functions to improve Bypass software.
  • Managed the internal office network, and  computers

International Micro Systems, Aston, PA                                                             2007 – 2012

Implementation Specialist / Trainer 

Responsible for both on site and remote IMS related implementations, integration and support, of the Retail Pro and Volante point of sale systems.

  • Handled Project Management for new customer installs and sites upgrades
  • Performed On-site site surveys, evaluating needs and requirements, prior to doing custom programming based on the sites configuration, requests, budget, and needs.
  • Performed Property Expert, Manager and End user training on the Retail Pro and Volante hardware, software, processes, tools, procedures and reports.
  • Assisted customer sites with live day procedures.
  • Performed hardware installation and network configuration.
  • Worked with IMS Management and implementation/customer support team members to find ways to better deliver the projects to the customers with less lost time and more controls.
  • Responsible for managing / supporting the internal IMS network, including Windows 2003 Servers, Exchange Server, Wireless, Internal PC support and upgrades.
  • Developed and implemented cleanup procedures for customers who were affected by Viruses and Malware.

ARAMARK, Sports and Entertainment (Tuner Field), Atlanta, GA                      2005 – 2007

Manager, Information Technology 

Managed network, computers, and POS systems at Turner Field, home of Major League Baseball’s Atlanta Braves.

    • Developed and presented to management budgets and cost analysis reports for all stadium I.T. needs.
    • Implemented stadium-wide upgrade of Micros 9700 system, including addition of 200 new terminals.
    • Implemented replacement of the Pacer retail system with Retail Pro in main retail locations.
    • Rolled out a high-speed credit card and gift card solution for all POS systems.
    • Developed and implemented a replacement schedule for infrastructure (wiring / network / equipment)
    • Performed property expert, manager and end-user training on the Micros Point of Sales and Retail Pro POS.
    • Performed daily system maintenance procedures to keep systems in line with corporate ARAMARK/Turner Field standards.
Skills
  • Customer/Client Care Experience
  • Microsoft Software Experience
  • Mac OSX Software Experience
  • Systems Administration Experience
  • Systems Implementations Experience
  • Best Practices Development
  • Onsite and Remote Troubleshooting Experience
  • Data Backup – Recovery Experience
  • Hardware / Software Installation Experience
  • Software Virtualization Experience
  • Budgeting Experience
  • Tablet and Smart Phone Management and Support
  • Point of Sale System Management
  • Software Trainer
  • Networking, VPN, Routers, Firewalls Experience

References available up on request

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