Jean M Little
Holiday,FL
Summary
Well-traveled and highly skilled Implementation Consultant with 20+ years helping clients enhance businesses through careful introduction of advanced Point of Sale Products. Satisfied only when customers successfully integrate new Simphony, Infrasys or Digital Dining and improve operations. Dedicated to remaining present and available through full implementation cycle and providing excellent, professional customer service skills. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.
Overview
19
19
years of professional experience
Work History
Implementation Consultant
Shiji Group, Digital Dine
07.2021 - Current
- Configured implementation parameters for 50+ Digital Dine mobile ordering solution deliveries based on customer requests and customized needs.
- Evaluated implementation personnel training procedures, taking customer feedback and overall utilization performance metrics into account when designing future training guidelines.
- Reduced process lags and improved productivity by supervising implementation personnel.
- Collaborated with internal departments to ensure success of timely and accurate product delivery.
- Coached, mentored and developed implementation team by teaching best practices and protocols to reduce discrepancies.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Suggested solutions to developing problems during project so that correct modifications could be made.
Implementation Consultant
LittleSystems, Inc
05.2005 - 07.2021
- Worked with various venders implementing over 100 Oracle/MICROS Simphony and Shiji Infrasys POS Systems
- Traveled to customer facilities to inspect initial implementation of Simphony and Infrasys, directing apparent issues to appropriate engineering staff for correction.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
Help Desk Manager
Catalina Marketing
05.2004 - 05.2005
- Documented support interactions for future reference.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to escalated technical support needs.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Managed help desk consisting of 10 employees and conducted performance evaluations.
Education
Accounting
Business/Accounting
Skills
- Oracle MICROS products, Simphony, RES, Reporting & Analytics, multiple interfaces including OPERA, Gift Cards, Credit Cards, Mobile Ordering
- Skilled trainer and instructor
- Leadership skills
- Strong ability to lead large teams and large projects, management experience and excellent customer service
- Complex Issue Resolution
- Training Material Development
- Excellent Communication Skills
- Customer Support
- Configuring Interfaces
- Microsoft Windows and Office
- Technical Implementation
- Customer Implementation Support
- Beyond Trust Remote Support
- Smartsheet
Accomplishments
- Successfully completed large project implementations such as stadiums, arenas, casinos and hotels with multiple outlets and 100+ workstations which included leading entire project and managing an implementation team through the entire process
- Have worked with various interfaces including PMS, Gift Cards, Credit Cards and Inventory solutions.
Timeline
Implementation Consultant - Shiji Group, Digital Dine
07.2021 - Current
Implementation Consultant - LittleSystems, Inc
05.2005 - 07.2021
Help Desk Manager - Catalina Marketing
05.2004 - 05.2005
Atlantic Community College - , Accounting
St. Petersburg College - , Business/Accounting
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