Phillip Lavallet
Nashville,TN
Summary
Experienced professional with 18 years of success in technical roles. Skilled in navigating complex environments, adapting to new technologies, delivering innovative solutions, and driving business growth. Collaborative team player with a track record of exceeding expectations.
Overview
26
26
years of professional experience
Work History
Senior Support Specialist
Logan’s Roadhouse
Nashville, TN
01.2018 - 01.2020
- I was brought back to Logan’s to improve and implement new solutions for the Nashville support center. The help desk software and store systems software were outdated and needed necessary updating. Being chosen to be the project manager for all the enhancements was a huge task. I was able to improve overall guest satisfaction by administering implementations to our POS system and KDS system. I was also able to reduce call volume by 50% with new helpdesk procedures, documentation, and new and updated procedures.
- Monitored hardware and software performance, track the trends, and implement best management practices for the internal technical support center. Provided advanced technical training to management and leadership team on a monthly basis. Supervised technical support staff, installed and configured new hardware and software, providing remote technical assistance, as well as new store opening POS and back office technical training.
- Key Achievements:
- Successfully tested and trained new procedures for the POS and KDS systems.
- Maximized ROI for IT initiatives and software upgrades by carefully documenting and teaching best practices.
- Rolled out new help desk software which reduced call volume.
- Recognized on multiple occasions for excellent problem solving and analytical skills by peers and supervisors.
Business Application Analyst
Kirkland’s
Brentwood, TN
01.2016 - 01.2018
- Provided level 3 support for all POS, inventory, labor, and scheduling software. Have the ability to configure multiple software applications, to better suite business needs. Liaison between the operations team, and the technical team, by making custom enhances to the Oracle software, Kronos, Elavon, FirstData, and many others. My responsibility was also to create all the documentation for all procedures, for team member interpretation at the store level. Weekly and monthly webinars were set up to better train and update management of any changes to our processes.
- Key Achievements:
- Worked with Kronos to better utilize performance measure to improve all aspects of the company’s labor and performance measures.
- Provided training and documentation for all new back office software and new EMV credit processing procedures.
- Converted the company to EMV credit card processing. The project took one year and I was given 15 months. I came in way under budget and ahead of scheduled rollout. Worked with all the vendors, POS, credit card vendors, and many others to complete the certification. I created all the test cases and working with all departments to ensure the project was successful.
Senior Support Specialist
Logan’s Roadhouse
Nashville, TN
01.2005 - 11.2016
- Monitored hardware and software performance measuring software, track trends, and implemented best management practices for the internal technical support center. Provide advanced technical training to management and leadership team on a monthly basis. Supervised technical support staff. Installed, configured, and implemented hardware and software, also provided remote technical assistance. Conducted system upgrades and resolved level 3 issues throughout the organization.
- Key Achievements:
- Successfully tested and rolled out multiple new applications and system updates.
- Maximized ROI for IT initiatives by carefully documenting issue resolution.
- Consistently adhered to tight project timelines, often completing projects ahead of schedule.
- Recognized on multiple occasions for excellent problem solving and analytical skills by peers and supervisors.
Technical Support Trainer
O’Charley’s Inc.
Nashville, TN
01.2001 - 01.2005
- Trained hundreds of technical and non-technical personnel, on back office and desktop operations, networking, and telecommunication systems.
- Key Achievements:
- Skillfully managed several multi-million dollar software launches, overseeing the work of project teams.
- Enhanced productivity and operational efficiency through technical training.
New Restaurant Opening Technical Support Analyst
Ruby Tuesday’s
Mobile, AL
01.1998 - 01.2001
- Resolved hardware and software issues reported to the help desk. Installed and set up POS systems and telecommunications software for new restaurant openings provided webinars as well of off-site and onsite training of home office staff and team members at all of the New Restaurant Openings.
Owner Operator
The Lighthouse Grill
Birmingham, AL
01.1996 - 01.1998
- Converted a restaurant that went out of business into a successful seafood and steak restaurant that I ended up selling to my lead Chef. As an owner operator, I was directly involved with marketing, payroll, menu updates, inventory, ordering, and HR hiring and releasing of employees. I opened the business in 1996 and sold it in 1998.
Owner Operator
The Last Nacho Restaurant
Fairhope, AL
01.1994 - 01.1998
- I opened my first restaurant in Fairhope AL. I was able to establish a large base of local customers and many return tourists to the area. I bought all my equipment at an auction in Atlanta, was owner operator, marketing manager, concept designer, FOH manager, kitchen manager and sold the business in 1998 for 375,000.
Restaurant Manager
Jason’s Deli, Chili’s
- I held positions at Jason’s Deli, Chili’s as a FOH manager at different times during my long life in the industry that I never stopped doing in one capacity or another.
Education
Bachelor - Environmental Studies
University of Oklahoma
01.1991
High School - undefined
Plano East Senior High School
Plano, TX01.1987
Skills
- Troubleshooting & Issue Resolution
- Project Management
- System Diagnostics
- Quality Control
- Hardware/Software Implementation
- System Administration
- Technical Training
- Technical issues analysis
- Ticketing system experience
- Network troubleshooting
- Remote support
- Client relationship building
Timeline
Senior Support Specialist
Logan’s Roadhouse
01.2018 - 01.2020
Business Application Analyst
Kirkland’s
01.2016 - 01.2018
Senior Support Specialist
Logan’s Roadhouse
01.2005 - 11.2016
Technical Support Trainer
O’Charley’s Inc.
01.2001 - 01.2005
New Restaurant Opening Technical Support Analyst
Ruby Tuesday’s
01.1998 - 01.2001
Owner Operator
The Lighthouse Grill
01.1996 - 01.1998
Owner Operator
The Last Nacho Restaurant
01.1994 - 01.1998
Restaurant Manager
Jason’s Deli, Chili’s
Bachelor - Environmental Studies
University of Oklahoma
High School - undefined
Plano East Senior High School