Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
TARGET ROLES
SELECTED IMPACT
CORE STRENGTHS
Generic
Ernesto Perez

Ernesto Perez

Pensacola,FL

Summary

Dynamic technical and implementation professional with over a decade of experience delivering comprehensive solutions for restaurant POS, payments, merchant onboarding, and post-launch support in the restaurant and retail sectors. Recognized as a trusted liaison among clients, partners, processors, support teams, and software developers, with a strong ability to transform field challenges into structured requirements while expertly leading implementations from initial scoping to successful go-live. Proficient in auditing transaction data using SQL and developing AI-assisted onboarding and support workflows that significantly enhance operational efficiency. Well-prepared for roles in technical project management, implementation management, business systems analysis, product operations, and technical business analysis, with an honorable mention in RSPA NextGen Rising Stars 50 under 40.

Overview

1
1
Language
1
1
Certification
11
11
years of professional experience

Work History

Lead Deployment Technician, Merchant Onboarding & Payments Support

OrderCounter Hybrid Point of Sale Solutions
08.2023 - 08.2026
  • Lead end-to-end POS and payments implementations from scoping through go-live, coordinating client timelines, hardware suppliers, payment processors, partners, and internal stakeholders.
  • Manage deployment quality, go-live readiness, and post-launch health across a live portfolio of 150+ restaurant and retail merchant accounts, including single-site and multi-location operators.
  • Investigate settlement and funding discrepancies by reconciling POS transaction records against processor end-of-day batch settlement reports and tracing delayed funding, CNP timing gaps, and duplicate-batch complaints.
  • Audit transaction-level payment data in SQL, including authorizations, captures, voids, refunds, gratuities, and tip shares, to build evidence trails for processor escalations and missing-money investigations.
  • Configure and troubleshoot Datacap NETePay, TSYS payment integrations, and PAX EMV terminals; validate dual pricing and service-fee math across card, cash, and online ordering workflows.
  • Serve as primary escalation and enablement contact for a 25+ partner/reseller network, acting as liaison between partners, clients, support, sales, processors, and internal teams.
  • Translate recurring merchant feedback, partner pain points, and support patterns into structured feature requests and business cases for the development team.
  • Built AI-powered onboarding tooling, including automated checklists, AI-assisted training content, self-serve support, and practice/simulation workflows, reducing deployment setup time by roughly 50%.

Project Technician

Claborate
03.2022 - 06.2023
  • Owned local and remote installations of POS equipment, network devices, and structured cabling for restaurant clients, ensuring sites were ready for operational launch.
  • Delivered white-glove training and consultation to restaurant owners on using POS software to support revenue, operational workflows, and day-to-day management.
  • Served as primary escalation point for post-install issues, working directly with owners and managers to resolve live-site problems after deployment.

Partner Support Specialist

OrderCounter Hybrid Point of Sale Solutions
11.2018 - 03.2022
  • Owned remote and onsite implementations for new restaurant deployments, including software configuration, credit card processing setup, transaction testing, and pre-opening readiness.
  • Set up ecommerce and online ordering websites for partners and new restaurants, helping operators launch digital ordering as an additional revenue stream.
  • Advised partner resellers on POS configurations for downstream customers and provided technical consulting and escalation support across deployment and support issues.
  • Partnered with developer support on issue resolution and release coordination while maintaining ticketing and project tracking across parallel deployments in CRM.

Project Coordinator

Claborate
03.2017 - 11.2018
  • Coordinated implementations of new restaurant POS technology across credit card processors, sales representatives, restaurant owners, and internal support resources.
  • Provided Level 3 support on escalated tickets, engaging developer support to close complex technical issues and maintain client momentum.
  • Trained restaurant owners and managers on new POS deployments to support adoption and operational readiness.

Relationship Manager

POS Partners Inc. / ServingIntel
08.2015 - 03.2017
  • Managed POS support relationships with restaurants and bars across the Denver and Kansas City markets.
  • Planned and programmed menus for new restaurants and bars during the sales and implementation process, translating operator requirements into working POS configurations.
  • Installed POS technology onsite, trained owners and managers on daily operational workflows, and trained new hires as the territory expanded.

Education

Communication and Media Studies

Aurora University
Aurora, IL

Skills

  • Fintech solutions experience
  • Software product management
  • Partner enablement strategies
  • AI and automation deployment
  • Agile project management
  • Data-driven insights

Accomplishments

  • Achieved 50% decrease in deployment time by introducing AI in deployment steps for menu builds for POS and other tasks.
  • Resolved product issue through consumer testing.
  • Documented and resolved numerous bugs which led to increased customer satisfaction with agile development.

Certification

PMP (Project Management Professional): In Progress

Languages

Bilingual English/Spanish

Timeline

Lead Deployment Technician, Merchant Onboarding & Payments Support

OrderCounter Hybrid Point of Sale Solutions
08.2023 - 08.2026

Project Technician

Claborate
03.2022 - 06.2023

Partner Support Specialist

OrderCounter Hybrid Point of Sale Solutions
11.2018 - 03.2022

Project Coordinator

Claborate
03.2017 - 11.2018

Relationship Manager

POS Partners Inc. / ServingIntel
08.2015 - 03.2017

Communication and Media Studies

Aurora University

TARGET ROLES

Technical Project Manager | Implementation Manager | Implementation Specialist | Business Systems Analyst | Product Operations Specialist | Technical Business Analyst

SELECTED IMPACT

  • Owned implementation quality, go-live readiness, and post-launch health across a live portfolio of 150+ restaurant and retail merchant accounts.
  • Reduced deployment setup time by roughly 50% by building AI-assisted onboarding workflows, automated checklists, training content, and self-serve support tools.
  • Served as primary escalation and enablement contact for a 25+ partner/reseller network, coordinating between clients, partners, sales, support, processors, and internal teams.
  • Converted recurring merchant and partner feedback into structured feature requests and business cases for the development team.

CORE STRENGTHS

  • Technical leadership: deployment planning, scoping, milestone tracking, go-live readiness, client training, and post-launch health.
  • Payments and POS systems: merchant onboarding, Datacap NETePay, TSYS, PAX EMV, payment gateway troubleshooting, dual pricing, service fees, and online ordering flows.
  • Business systems analysis: SQL transaction audits, settlement/funding discrepancy research, evidence trails, processor escalation, and operational root-cause analysis.
  • Product and development collaboration: feature request shaping, business-case framing, field issue triage, testing context, and release coordination with developer support.
  • Stakeholder management: primary escalation and enablement contact for merchant accounts, partner/reseller networks, owners, managers, processors, hardware suppliers, and internal teams.
  • AI-assisted operations: automated checklists, AI-assisted training content, self-serve support, practice/simulation workflows, Claude Code, and API integration exposure.

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(New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited

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Ernesto Perez