Lisa A. Godsell
Twinsburg,OH
Summary
Dynamic individual with hands-on experience in IT Technical Support and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
32
32
years of professional experience
Work History
POS System Administrator
TravelCenters of America
Westlake, OH
01.2024 - Current
- Manage and resolve high-volume production incidents in ServiceNow, ensuring minimal downtime across enterprise POS environments
- Analyze Splunk logs and Oracle SQL datasets to diagnose and resolve complex cross-system issues
- Lead POS change requests and enhancements via Atlassian Jira, partnering with development teams on requirements and scope
- Troubleshoot Linux-based POS systems using command-line tools (grep, journalctl, systemctl)
- Maintain PCI compliance across payment systems, ensuring adherence to regulatory standards
- Support deployment and integration of Verifone Fipay on Truck Service pin-pad devices
- Develop SQL queries for data validation, reconciliation, and production issue analysis
- Managed system updates and patches to ensure optimal performance and security compliance.
- Implemented backup and disaster recovery solutions to safeguard critical data integrity.
- Automated routine maintenance tasks to enhance operational efficiency across systems.
- Led troubleshooting initiatives for network issues, improving response times and minimizing downtime.
- Developed documentation for system processes, facilitating knowledge sharing among team members.
- Coordinated with cross-functional teams to integrate new technologies into existing infrastructure.
- Mentored junior staff on system administration best practices, fostering professional development.
- Analyzed system performance metrics to identify areas for improvement and implement strategic enhancements.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
POS Technical Support Manager
CITGO Petroleum
Houston, TX
01.2021 - 01.2024
- Managed installation of loyalty and mobile payment programs across 3,000+ locations
- Led configuration and deployment of Verifone and Gilbarco Passport POS systems
- Aggregated and analyzed deployment data using Excel (VLOOKUP, Pivot Tables)
- Troubleshot firewall and network connectivity issues with vendors and store personnel
- Maintained PCI compliance for POS and payment infrastructure
- Managed incident resolution workflows using Smartsheet, Outlook, and vendor coordination
Supervisor
TravelCenters of America
Westlake, OH
01.2015 - 01.2021
- Progressively promoted from technical support to supervisor, leading enterprise POS systems, deployments, and operations across 400+ locations.
- Supervisor (2020–2021)
- Team Lead System Administrator (2016–2020)
- Level II POS Technical Support (2015–2016)
- Level I POS Technical Support (2014–2015)
- Supervisor (Promotion)
- Led a team of three supporting Verifone POS systems and Gilbarco dispensers across 246+ C-store locations
- Managed Jira-based change requests, gathering requirements and defining scope for development teams
- Oversaw implementation of system enhancements and deployment changes across production environments
- Directed rollout of VeriFone Commander (Ruby2) to 400+ locations, ensuring consistent configurations
- Led VHQ remediation for 350+ MX915 pin pads, improving system uptime and compliance
- Coordinated testing and deployment across 247 locations, ensuring seamless integration
- Developed automation solutions using PowerShell and Visual Basic APIs
- Managed incidents via ServiceNow, ensuring timely and effective resolution
- Team Lead System Administrator (Promotion)
- Promoted to lead support operations for enterprise POS infrastructure and field hardware
- Managed change requests, testing, and deployment lifecycle using Jira
- Built and maintained technical documentation in Confluence for support teams and end-users
POS Programmer/Technical Support
Dots, LLC
Glenwillow, OH
01.2008 - 01.2014
- Oversaw the management and troubleshooting of over 800 POS terminals, ensuring polling, PCI compliance, and hardware/software functionality.
- Programmed weekly promotions and special transactions for 400 stores, maintaining up-to-date and effective marketing strategies.
- Developed updates from SAP configurator for IBM and NCR RealPOS 7459 hardware platforms, ensuring seamless integration and performance.
- Managed POS hardware inventory using Numara Track-It, conducting regular audits for 800+ remote POS terminals.
- Maintained customer information in Microsoft SQL Management Studio databases for 400 store locations, ensuring data accuracy and accessibility.
- Created and maintained a problem and solution database in Numara Track-It, providing a valuable resource for troubleshooting and support.
- Led the staging and installation of 400 stores/800 terminals within six months, managing the staging of 40+ stores per week.
- Configured Cisco 880 routers for 400+ stores, ensuring timely establishment of VPN tunnels for new register installations.
- Ensured Symantec and WSUS updates were current on 800 remote POS terminals, maintaining system security and performance.
- I travelled to 50+ locations to install new POS systems onsite, providing firsthand support and expertise.
- Maintained monthly PCI compliance reporting for management, ensuring adherence to security standards.
- Developed a customer satisfaction survey, significantly reducing potential problems and improving service quality.
- Consistently exceeded management expectations at annual reviews, receiving the highest performance ratings each year.
Rollout Coordinator
DataVantage / MICROS Retail
Solon, OH
01.1995 - 01.2008
- Progressively promoted from call center technical support to rollout coordination, managing large-scale POS deployments and client operations across multi-site retail environments.
- Rollout Coordinator (2001–2008)
- Call Center Account Manager / Rollout Manager (1997–2001)
- Level I Technical Support (1995–1997)
- Rollout Coordinator (Promotion)
- Managed large-scale POS rollout projects for new customers, coordinating deployment of 100–400 terminals per engagement
- Oversaw inventory, staging, and logistics for POS hardware, including shipment coordination with third-party carriers (FedEx, UPS)
- Coordinated build schedules and equipment preparation for customer environments
- Maintained customer and deployment data to support efficient staging and installation processes
- Developed improved filing and tracking systems, increasing operational efficiency and data accessibility
- Produced monthly rollout forecasts and reports for upper management
- Resolved staging and deployment issues, ensuring project timelines were met
- Call Center Account Manager / Rollout Manager (Promotion)
- Promoted to manage 4 retail clients, each supporting 100–200 store locations
- Provided Tier 1 and Tier 2 support for POS systems across 400+ locations
- Acted as liaison between deployment teams and call center operations during new installations
- Tracked and prioritized technical issues, ensuring timely escalation and resolution
- Coordinated communication for store upgrades, replacements, and rollout activities
- Level I Technical Support
- Provided first-line technical support for POS systems supporting 100–200 remote locations
- Troubleshot hardware and software issues on Windows-based POS systems using internal knowledge base tools
- Supported polling systems and remote connectivity using tools such as PCAnywhere, Remoteware, and Xcellenet
- Averaged 40–50 support calls daily, maintaining high service levels
- Built foundational experience with SQL databases and remote system diagnostics
Education
Bachelor of Science - Business Administration
Ashworth College
Online07.2026
Continuing education: C#, Linux, Azure, Power BI
Udemy
Online01.2026
Microcomputer Specialist Classes
Cuyahoga Community College
Cleveland, OH01.1997
Skills
- System upgrades
- System monitoring
- Technical support
- System updates
- Remote Access
- User management
- Network troubleshooting
- Hardware and software installation
- IT documentation
- Disaster recovery
- File system administration
- Device configuration
- Helpdesk operations
- Hardware troubleshooting
- Help desk software
- Program installations
- Incident management
- Patch management
- End point configurations
- Project management
- Network administration
- Mobile device management
- Technical specifications
- Technical writing
- Technical education
- Software change management
- Diagnosing issues
- Technical troubleshooting
- Application support
- Quick learner
- IP addressing and subnetting
- LAN and WAN control
- Vendor relationship management
- Team collaboration
- New technology integration
- Self motivation
- Firewall management
Accomplishments
- Achieved excellent results by completing several projects Outdoor EMV Installations, End to End encryption deployment to Verifone PIN Pads with accuracy and efficiency.
- Used Microsoft Excel to develop rollout schedule tracking spreadsheets.
- Supervised team of 3 staff members.
- Collaborated with team of 4 in the development of Troubleshooting Knowledgebase.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Languages
English
Native or Bilingual
Timeline
POS System Administrator
TravelCenters of America
01.2024 - Current
POS Technical Support Manager
CITGO Petroleum
01.2021 - 01.2024
Supervisor
TravelCenters of America
01.2015 - 01.2021
POS Programmer/Technical Support
Dots, LLC
01.2008 - 01.2014
Rollout Coordinator
DataVantage / MICROS Retail
01.1995 - 01.2008
Continuing education: C#, Linux, Azure, Power BI
Udemy
Microcomputer Specialist Classes
Cuyahoga Community College
Bachelor of Science - Business Administration
Ashworth College