Technical Support Help Desk
Resume:
Joseph A. Puglin
Caldwell, NJ *7006-5110
Cell: 973-***-****
Email: ady9i8@r.postjobfree.com
OBJECTIVE:
To further my career with a growth-oriented organization that will allow me to utilize my management and technical experience to help an organization grow by creating and maintaining a solid and effective IT support infrastructure. SUMMARY:
• Over 30 years of experience in the Theatrical Exhibition Industry and Retail POS Systems.
• 5 Years’ experience in Fast Casual Restaurant POS Systems.
• Well rounded, diverse background with strong operational, analytical and technical skills.
• Strong communication and interpersonal skills with excellent problem-solving abilities.
• Extensive experience in technical management and support in multi-unit retail environments.
• Experienced and strong leader of technical support teams.
• Planned and managed various technical infrastructure transition projects.
• Comprehensive knowledge of various computer hardware and software systems including installation, configuration, management, troubleshooting, and support.
• Extensive experience in QA testing and compliance.
• Proven track record of successfully meeting various project deadlines.
• Pragmatic and methodical technical support professional.
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EXPERIENCE:
10/2020-01/2023 Sammons Industrial / Briggs Equipment Dallas, TX Enterprise VoIP Telephony Manager
Enterprise Endpoint Manager
• Responsible for the daily operations of 3 Corporate offices and 32 Branch locations in the Dallas, Atlanta, Florida and Gulf Coast Region supporting Momentum Telecom VoIP Unified Phone System and RingCentral Phone System.
• Responsible for the installation and success of all telecommunication projects.
• Coordinated projects between customer and 3rd party vendors.
• Successfully implemented WebEx Mobile Clients to over 400 users.
• Implemented Auto Attendant Trees, Hunt-Groups and Call Flows.
• Responsible for all employee onboarding / offboarding / changes and moves.
• Worked with the infrastructure team to ensure the VoIP system worked seamlessly with the Network.
• Ability to work with all levels of management and employees providing outstanding service recognition.
• Developed illustrative training documentation.
• Trained piers on supporting the Momentum Telecom Phone System. 04/2013-10/2020 Bow Tie Cinemas Fairfield, CT
Enterprise Technology Consultant
• Responsible for all point of sale hardware implementation to 40 locations.
• Responsible for all point of sale hardware and software service and preventative maintenance.
• Organized Electronic Payment Systems with Pin Pad Compliance Implementation.
• Organized the testing, and evaluation of Point of Sale software and hardware.
• Housekeeping and other activities as assigned.
• Act as a liaison between system users and software providers. 11/2015-12/2019 Zoes Kitchen Plano, TX
Enterprise Technology and Infrastructure Consultant
• Provided support in all areas of Enterprise Information Technology.
• Assisted with planning and organizing infrastructure upgrades to > 300 stores.
• Assisted with developing a Method of Procedure (M.O.P.).
• Developed technical manuals for infrastructure implementation.
• Supervised infrastructure implementation and provided support as needed.
• Responsible for maintaining quarterly and annually PCI and FACTA compliances for the field systems.
• Manage on-going vendor relationships with equipment, and software 09/2006-04/2013 Rave Cinemas Dallas, TX
Sr. Director Retail Technology
• Support, develop, and delegate to a team of IT professionals to ensure department objectives are met.
• Ensure that field systems were up to date on all software releases, security patches and firmware update in line with the Corporate IT strategies.
• Successfully managed hardware and software platform transition for 65 retail locations.
• Oversee and manage quick and accurate problem resolution and follow-up to end users of PC, point of sale, networked connected devices and applications.
• Provide explanations in user friendly terminology and ensure others understanding of hardware or software issues problems or concerns.
• Maintained quarterly and annually PCI and FACTA compliances for the field systems.
• Work with cross IT partners to meet goals of the business.
• Manages support and working relationships for 400 field management personnel.
• Manage on-going vendor relationships with equipment, and software. 09/94- 06/06 Loews Cineplex Entertainment New York, NY Director Theater Help Desk
• Increasing responsibilities; promoted seven times in 12 years.
• Responsible for managing a $2 million-dollar annual operating budget.
• Managed the LCE Help Desk Call Center supporting over 150 theater locations, 6 offices, 1,000 + users, and 12,000 support incidents annually.
• Supervised a technical support team of 12 employees consisting of local and remote employees.
• Responsible for staff scheduling, and annual performance evaluations.
• Responsible for all field Project Management, which included hardware platform and software upgrades.
• Developed knowledge base and training materials extensively practiced by field technicians.
• Established and managed vendor relationships.
SKILLS & CERTIFICATIONS:
Operating Systems: Proficient in Windows Operating Systems Networking: WAN, LAN, WLAN, VLAN Ethernet, TCP/IP, UDP, QoS, DHCP, DNS, FTP, VPN, RDP, and VNC.
Certifications:
A+, Network +, MS Windows Certification
EDUCATION:
Queens Community College Bayside, NY
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