Michael Coogan
Berkeley Springs,WV
Summary
Competent Point of Sale Analyst well-versed in assisting users with diverse computer systems, and peripheral equipment problems. Reliable, offering excellent communication, customer service, multitasking and proficiency in the POS application used by the organization. Always maintaining excellence and striving to meet the company's objective. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in point of sale systems and working in 24/7 uptime environment.
Overview
18
18
years of professional experience
Work History
Point of Sale Support Analyst II
Costco Wholesale Corp
04.2020 - Current
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Supported users with software, hardware and network issues.
- Provided root cause analysis
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Reduced downtime with proactive monitoring and troubleshooting of critical systems.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Contributed towards a culture of continuous improvement within the organization by actively participating in quality assurance activities.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
Information Systems Technician
Procter & Gamble Co
03.2019 - 04.2020
- Ensured optimal hardware performance by performing routine maintenance, diagnostics, and repairs.
- Increased employee productivity with thorough training on new software tools and processes.
- Reduced downtime during system upgrades by successfully planning and executing seamless migrations.
- Led troubleshooting efforts for complex technical issues, resulting in faster resolution times for endusers.
- Streamlined helpdesk processes, enhancing end-user satisfaction rates while reducing response times for support requests.
District Manager
GameStop
04.2006 - 03.2019
- Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
- Implemented risk-management protocols for loss prevention, leading to a consistent decrease in shrinkage rates across the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Championed a culture of continuous improvement by regularly soliciting feedback from employees and implementing changes based on their suggestions.
- Supervised up to 22 locations to enforce high-quality standards of operation.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Education
High School Diploma -
Jefferson High School
Shenandoah Junction, United StatesBachelor of Arts - Criminal Justice
Walden University
Minneapolis, MN06.2019
Skills
- Organized
- Proactive
- POS Configuration
- High level of professionalism
- Ability to work independently
- Excellent problem solving skills
- Network Troubleshooting
- Support ticketing systems
- Remote Support
- Application support
- A Certification
Timeline
Point of Sale Support Analyst II
Costco Wholesale Corp
04.2020 - Current
Information Systems Technician
Procter & Gamble Co
03.2019 - 04.2020
District Manager
GameStop
04.2006 - 03.2019
High School Diploma -
Jefferson High School
Bachelor of Arts - Criminal Justice
Walden University