Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Russell Newsom

Waxahachie,Tx

Summary

Driven Systems Administrator with 20 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Manager Support Services

Retail Technology Group
01.2023 - 12.2023
  • Manage help desk team 25 team members to maintain SLA.
  • Work with existing Clients to maintain stable Point of Sale Database environment to be able to support their business needs.
  • Manage and maintain department budget
  • Maintaining cost effectiveness and department profitability
  • Manage team for Payroll and HR needs using ADP HR system.
  • Monitor and Coach team members on proper procedures and customer service.
  • Responsible for ticket and client management and keeping up with Service Level Agreement.
  • Supported sales efforts by providing technical expertise during pre-sales consultations and product demonstrations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.

Sr. POS Specialist

Retail Technology Group
07.2021 - 01.2023
  • Sr. POS Specialist for RTG Environment.
  • Work with existing Clients to maintain a stable Point of Sale Database environment to be able to support their
    business needs.
  • Manage and maintain Point of Sale Server systems and database environments for above mentioned systems through full
    product life cycles (Windows and Point of Sale Administration)
  • Monitor and maintain Point of Sale systems for 30+ clients across 2000 systems.
  • Responsible for ticket and client management and keeping up with service levels.

Data Center Engineer

NCR
01.2015 - 01.2021
  • For, SaaS Environment.
  • Work with existing Vendor Partners to maintain a viable stable environment to be able to support their business needs.
  • Manage and maintain server systems and database environments for above mentioned systems through full product life cycles (Windows and Linux Administration)
  • Salt Administrator for system automation
  • Manage Antivirus software across data center
  • VMware tool management including managing server builds and migrations
  • Active Directory management of all systems in the data center.
  • Monitor and maintain server systems for all client locations.
  • Responsible for F5 configuration for Firewall and Certificate configuration for client customers.
  • Implemented patch automation via Salt across 2 US datacenters.
  • This saved company over 600 man- hours per month
  • Scheduled standard monthly patching for over 3200 Windows and Linux VMs across 5 data centers including 3 internationals for PCI and non-PCI environments in 60+ domains.
  • Streamlined processes for hardware installations, upgrades, and decommissioning to minimize service disruptions.
  • Developed and maintained disaster recovery plans to ensure business continuity in event of system failures or natural disasters.

Sr. Application Solution Engineer

Brinker International
01.2008 - 01.2015
  • Sr
  • Engineer for NCR Product Suite in a Self-Hosted Environment
  • This includes the following systems o NCR Configuration Center o NCR Command Center o NCR Aloha Enterprise Suite (Insight, Loyalty) o Aloha Point of Sale / Aloha Take Out / Aloha Kitchen o NCR EDC (Payment Services)
  • Work with existing Vendor Partners to maintain a viable stable environment to be able to support the business needs.

Application Support Analyst

CompUSA Inc
01.2006 - 01.2008
  • Manage and maintain the server systems and database environments for above mentioned systems through full product life cycles.
  • Authority on PCI and SOX compliance for restaurant systems
  • Including change management and system management.
  • Serve as highest level of support for all Restaurant Applications: Including but not exclusive to NCR Product Suite, but also all other Front of House Restaurant applications / system
  • Including Ziosk, QSR Kitchen Display Systems
  • Restaurant File Server systems (Windows Administration of Restaurant file servers Windows 2003 and Windows.
  • Write and Implement Deployment Scripts and Tools.
  • Monitor and maintain Point of Sale transactions for all retail locations.
  • Responsible for R&D of new products and services, including but not limited to o Working with Business Analyst to gather Business Requirements and working to translate those to real time needs
  • O Initial Vender evaluation o Discovery and evaluation along with writing documentation outlining pros and cons of vendors and solutions with cost analysis and ROI suggestions to business partners
  • System Administrator for IBM 4690 Point of Sale Network.
  • Monitor and maintain daily pricing updates to all POS servers in all retail locations.
  • Serve as second level support for UNIX / AIX based Inventory Management System: Including but not exclusive to
  • Operation /Functionality and File Structure.
  • Write and Implement UNIX Shell Scripts.
  • Monitor and maintain Point of Sale transactions for all retail locations.
  • Responsible for walking store personnel through imaging process of windows based point of sale cash registers.
  • Maintain network security for Point of Sale network.

Partner Support TSR, Third Tier

CompUSA Inc
01.2004 - 01.2006
  • Monitoring call-center matrix and maintaining agent schedule to achieve contractual service level agreement.
  • Monitor and train level 1 and level 2 agents to maintain the highest standards of customer service, technical abilities and group policy.
  • Train level 1 agents and level 2 agents to perform their daily functions of the department.
  • Act as Supervisor in Training and generate group and agent reports to maintain contractual service level.

Odyssey Information Services, Inc
01.2003 - 01.2004
  • Shell Oil - Network Operations Center
  • Primary function: network migration from old dspad and xpad protocols to a more reliable TCP/IP protocol.
  • Responsible for monitoring Shell/Texaco stations on the VSAT network.

Partner Support TSR

CompUSA Inc
01.2001 - 01.2003
  • First Tier
  • Diagnosing and administration of migrated network of Windows, UNIX and AS/400.
  • Handling escalations and advanced trouble shooting of corporate I.T
  • Equipment and repairing the issue if it is in my scope of allowed rights, escalating the trouble ticket to the proper group if not.
  • Involved in special projects to Q&A application roll out of Siebel and train end users and other first agents on the flow of the application and its use and impact to the company.
  • Q&A of the new applications and upgrades for the implementation and migration to Siebel from UNIX based database MXP.
  • Aid end users in the use of IBM POS and trouble shoot issue’s that arose within that application.
  • Administration of AS/400 application.
  • Administration and aid end users in the use of UNIX/AIX (inventory management system) and trouble shoot the
  • UNIX side of the network for connectivity issue’s
  • User administration inside SAP.
  • Light user administration of BindView on an Active Directory domain.
  • Extensive Lotus Notes diagnosis including setup of new users to the Domino server and application usability.
  • Participated in Active Directory roll out corporate wide
  • Network diagnosis using command line commands and basic network functionality.
  • Aid end users with MS Office applications and other Proprietary applications to CompUSA Inc.

Education

Associate of Applied Science - Automotive Technology

Brookhaven College
Dallas, TX
05.1995

Skills

  • Social Perceptiveness
  • Supervision and leadership
  • Organizational Skills
  • Team building
  • Flexible and Adaptable
  • Analytical and Critical Thinking
  • Time Management
  • Asset Management
  • Quick Learner
  • Product Development
  • Server maintenance
  • Disaster Recovery

Certification

AAS, Brookhaven Community College (1995) CERTIFICATIONS NCR Aloha Certified

References

REFERENCES Available upon request.

Timeline

Manager Support Services

Retail Technology Group
01.2023 - 12.2023

Sr. POS Specialist

Retail Technology Group
07.2021 - 01.2023

Data Center Engineer

NCR
01.2015 - 01.2021

Sr. Application Solution Engineer

Brinker International
01.2008 - 01.2015

Application Support Analyst

CompUSA Inc
01.2006 - 01.2008

Partner Support TSR, Third Tier

CompUSA Inc
01.2004 - 01.2006

Odyssey Information Services, Inc
01.2003 - 01.2004

Partner Support TSR

CompUSA Inc
01.2001 - 01.2003

Associate of Applied Science - Automotive Technology

Brookhaven College

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Russell Newsom