Caleb Green
Marietta,GA
Summary
Self-motivated Enterprise Support Manager brings proven leadership, organizational and customer relations skills. Independently solves technical problems and keeps teams on task to handle diverse business requirements. History managing stakeholders, retaining clients and talented staff.
Overview
7
7
years of professional experience
Work History
Enterprise Support Manager
Shift4 (formally SpotOn)
05.2021 - Current
- Supervise and manage a 24/7 Point of Sale Support Team consisting of 30 Support Analysts via email, phone, and chat
- Iterate on and implement new strategies to decrease time to customer issue resolution
- Collaborate with Product and Engineering to improve efficiency and reliability of feature deployments via metrics and client feedback
- Create training materials and processes to ensure new features are
common knowledge for the team - Maintain and build upon internal and external Knowledge Base
- Coordinate with Vendors & Stakeholders to ensure client projects
are completed smoothly - Work directly with Client Success Teams to ensure the highest
levels of customer satisfaction and retention - Act as an escalation point and POS product SME for the Support Team
Systems Analyst
RaceTrac Petroleum, Inc.
02.2021 - 05.2021
- Analyze incoming issues as a Tier 4 help desk escalation
point of contact - Assist in new hardware staging and maintenance
- Work in a fast-paced high call volume environment to resolve
various problems - Responsible for dispatching appropriate service technicians
depending on situation - Collaborate with team to delegate tickets and calls
- Mentor other Support Analysts
- Develop knowledge base content to be used internally and externally
Business Systems Analyst
Homegrown Industries D.B.A. Mellow Mushroom Pizza
06.2017 - 02.2021
- Installed and managed the online ordering platform and Aloha POS for 200 locations
- Developed/managed online ordering menu, promotions, LTOs, and items
- Worked in tandem with vendors and stakeholders to coordinate
details and ensure timeliness of deliverables within budget - Created documentation to assist in troubleshooting internally and externally
- Assisted web developers in integrating the online ordering
platform with a custom front-end - Supported franchisees technology solutions, integrations, and Aloha POS
Education
Bachelor of Science - Information Technology
Kennesaw State University
Kennesaw, GA01.2016
Skills
- Work Planning and Prioritization
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Stakeholder Management
- Team Development
- Document Management
- Training and mentoring
- Support Services
- Technical Support
Timeline
Enterprise Support Manager
Shift4 (formally SpotOn)
05.2021 - Current
Systems Analyst
RaceTrac Petroleum, Inc.
02.2021 - 05.2021
Business Systems Analyst
Homegrown Industries D.B.A. Mellow Mushroom Pizza
06.2017 - 02.2021
Bachelor of Science - Information Technology
Kennesaw State University
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