VICTOR Small
Technical Support & Implementation Engineer / Product Owner Scrum Master
Azle,TX
Overview
17
17
years of professional experience
4
4
Certifications
Work History
HS Teacher Math - Science
Kokua
09.2023 - Current
- Designed comprehensive curriculum structures tailored to high school students, integrating both mathematics and science subjects to provide a holistic learning experience.
- Innovated lesson plans, incorporating hands-on activities, multimedia resources, and real-world applications to enhance student engagement and deepen understanding.
- Cultivated a supportive and inclusive classroom environment where students felt empowered to explore concepts, ask questions, and collaborate with peers in problem-solving activities.
- Implemented differentiated instruction strategies to accommodate diverse learning needs, ensuring every student had the opportunity to succeed and reach their full potential.
- Fostered open communication channels with parents and colleagues, regularly providing progress updates, soliciting feedback, and collaborating on strategies to support student growth and development.
POS Solutions Engineer
Chipotle’s
03.2023 - 09.2023
- Spearheaded the design and implementation of point-of-sale (POS) solutions, leveraging technical expertise to tailor systems to meet client requirements and optimize business operations.
- Collaborated closely with sales teams and clients to understand their needs, providing consultative support and offering customized POS solutions to enhance efficiency and drive revenue growth.
- Conducted thorough assessments of client infrastructure and business processes, identifying opportunities for improvement and recommending appropriate POS technologies and configurations.
- Led product demonstrations and training sessions for clients and internal teams, ensuring a seamless transition to new POS systems and empowering users to maximize their capabilities.
- Acted as a subject matter expert on POS technologies, staying abreast of industry trends and emerging technologies to provide strategic guidance and recommendations for future enhancements and innovations.
POS Solutions Engineer
Pony System
12.2022 - 03.2023
- Developed and maintained a robust system solution engine, utilizing advanced algorithms and data processing techniques to optimize performance and efficiency.
- Collaborated with cross-functional teams to gather requirements, design specifications, and implement customized solutions tailored to meet specific client needs.
- Conducted thorough testing and quality assurance measures to ensure the reliability, scalability, and security of the system solution engine.
- Provided ongoing technical support and troubleshooting assistance to users, resolving issues promptly and effectively to minimize downtime and maximize productivity.
- Continuously researched and evaluated emerging technologies and industry trends to enhance the functionality and capabilities of the system solution engine, driving innovation and competitive advantage.
- Contract work
Presales Engineer II
NCR Corporation (formerly Radiant System)
01.2021 - 01.2022
- Conducted in-depth technical presentations and demonstrations to potential clients, showcasing product features and benefits to address their specific needs and requirements.
- Collaborated with the sales team to assess client needs and develop customized solutions, leveraging expertise in product functionality and industry trends.
- Provided technical expertise during the sales process, addressing client inquiries, concerns, and objections to ensure a thorough understanding of the proposed solution.
- Acted as a liaison between clients and internal technical teams, facilitating smooth transitions from presales to implementation phases and ensuring alignment between client expectations and deliverables.
SME, area of expertise in Aloha Mobile
NCR Corporation (formerly Radiant System)
01.2018 - 01.2022
- Deep expertise in Aloha Mobile, Orderman, and OrderPay platforms, serving as a subject matter expert (SME) to provide comprehensive guidance and support to teams and clients.
- Demonstrated proficiency in troubleshooting and resolving technical issues related to Aloha Mobile, Orderman, and OrderPay systems, ensuring seamless operation and customer satisfaction.
- Played a key role in the implementation and integration of Aloha Mobile, Orderman, and OrderPay solutions, collaborating with cross-functional teams to customize solutions and meet client specifications.
- Conducted training sessions and workshops for internal staff and external clients on the functionality and best practices of Aloha Mobile, Orderman, and OrderPay platforms, empowering users to maximize efficiency and optimize utilization.
Aloha Mobile Product Analyst II/Software Quality Engineer II
NCR Corporation (formerly Radiant System)
01.2013 - 01.2022
- Conducted thorough analysis of mobile product features and functionalities, leveraging data-driven insights to identify areas for improvement and inform product roadmap decisions.
- Collaborated with cross-functional teams to define and prioritize software quality requirements, ensuring adherence to industry standards and best practices throughout the development lifecycle.
- Executed comprehensive testing protocols and procedures, utilizing both manual and automated testing methodologies to validate software functionality, performance, and user experience.
- Played a key role in the identification and resolution of software defects and issues, employing rigorous testing methodologies and diagnostic tools to maintain product integrity and reliability.
Business Customer Service Technical Support Supervisor
Sprint - Naxtel
08.2015 - 03.2016
- Proficiently diagnosed and resolved issues with electro/mechanical equipment, leveraging keen analytical skills to swiftly identify root causes and implement effective solutions.
- Demonstrated expertise in database management and maintenance, ensuring data integrity and optimal performance through meticulous attention to detail and proactive maintenance strategies.
- Provided adept troubleshooting support for software applications and computer hardware, employing a methodical approach to problem-solving to minimize downtime and enhance operational efficiency.
- Actively engaged in continuous improvement initiatives, collaborating with cross-functional teams to implement best practices and streamline processes for enhanced productivity and customer satisfaction.
Senior Field Service Engineer
Coinstar, Inc
02.2014 - 08.2015
- Orchestrated the strategic advancement of the Field Service Engineers team to provide comprehensive support for self-serve coin counting and pre-paid kiosks, pivotal to sustaining a revenue operation exceeding $457M annually.
- Directed operations spanning over 10,000 grocery stores, ensuring seamless functionality and optimal performance of coin counting and pre-paid kiosk systems, fostering customer satisfaction and loyalty.
- Spearheaded initiatives to enhance team efficiency and effectiveness, implementing training programs and resource allocation strategies to optimize service delivery and minimize downtime.
- Collaborated cross-functionally with stakeholders to identify and address operational challenges, leveraging insights to drive continuous improvement and elevate service standards across the organization.
Software Support Analyst II
Radiant Systems Inc
01.2009 - 01.2013
- Provided expert technical assistance and troubleshooting support to clients, resolving complex software issues promptly and effectively.
- Conducted thorough analysis of customer inquiries and reported software bugs, collaborating with development teams to implement solutions and enhancements.
- Developed and delivered training materials and documentation for end-users, ensuring comprehensive understanding and efficient utilization of software products.
- Acted as a liaison between customers and internal teams, advocating for customer needs and feedback to drive continuous improvement and product refinement.
Education
Masters of Science - Management, Information System Technology | Emphasis in Project Management
Colorado Technical University
Colorado SpringsBachelor of Art - Religion
Southwestern Christian University
Bethany, OKSkills
Technical troubleshooting
Software implementation
Project management
Agile methodologies
Scrum framework
Product ownership
Team leadership
Communication skills
Problem-solving
Client relationship management
Training and development
Requirement gathering
Continuous improvement
Cross-functional collaboration
Customer support
Wide Area Network (WAN)
IT Management
Information Technology
Database Administration
Certification
Certified Scrum Master (CSM)
Timeline
HS Teacher Math - Science
Kokua
09.2023 - Current
POS Solutions Engineer
Chipotle’s
03.2023 - 09.2023
POS Solutions Engineer
Pony System
12.2022 - 03.2023
Presales Engineer II
NCR Corporation (formerly Radiant System)
01.2021 - 01.2022
SME, area of expertise in Aloha Mobile
NCR Corporation (formerly Radiant System)
01.2018 - 01.2022
Business Customer Service Technical Support Supervisor
Sprint - Naxtel
08.2015 - 03.2016
Senior Field Service Engineer
Coinstar, Inc
02.2014 - 08.2015
Aloha Mobile Product Analyst II/Software Quality Engineer II
NCR Corporation (formerly Radiant System)
01.2013 - 01.2022
Software Support Analyst II
Radiant Systems Inc
01.2009 - 01.2013
Masters of Science - Management, Information System Technology | Emphasis in Project Management
Colorado Technical University
Bachelor of Art - Religion
Southwestern Christian University