Software Development Support Engineer

Jeffrey V. Moore

Plano, TX ***** 469-***-****

***********@*****.*** linkedin.com/in/jeffrey-moore206

Systems Analysts (L2)

Elevate Operations, Deliver Exceptional Service and Innovative Solutions

Experience in technical testing and deployment across various market sectors. Adept to build trust with teams, provide exceptional service restorations, and optimize client activities while minimizing downtime. Demonstrated expertise in facilitating seamless communication between vendors, developers, and relevant teams, ensuring timely project delivery and minimizing escalations.

Customer Relationship Management (CRM) SLA Performance Review Troubleshooting Software as a Service (SaaS)

Internet Protocol Suite (TCP / IP) Microsoft Office Suite 365 and PowerPoint Software Development Life Cycle (SDLC)

BOS Data Analysis Server Administration (SQL) Service Configuration Production Support (Credit, Fuel, BOS, and POINT OF SALE Notepad++ Credit Card Analysis AI Chat GBT SLACK JIRA Workday NEOS

Professional Experience

NCR VOYIX CORPORATION 2014 - 2024

Software Support Engineer, Convenience-Store Industry - HYBRID, Plano, TX

Handled incoming tickets from IT customers and assisted developers with production ticket LIVE TEAMS CHAT, E-MAIL, ZOOM, NETOPS, BOMBGAR, Authy 2-fatcor, BeyondTrust.

Created Return to Service Plan (RTS), decreasing downtime 40% and saving customer thousands of dollars for each occurrence.

Troubleshoot and resolve technical issues related to point-of-sale (POS) systems, Fuel Management System (FCC), payment gateways, and merchant accounts.

Assist merchants in configuring and optimizing their payment processing solutions, including EMV, contactless payments (TAP), PIN pads (Verifone, Ingenico, Equinox), and mobile payment systems.

Perform system diagnostics, resolve network and connectivity issues, and ensure that all hardware/software is functioning properly.

Provide guidance on transaction errors, system configuration, and integration with other business systems (e.g., inventory, CRM).

Successfully adapted to the new AGILE system and implemented JIRA to manage customer cases using CRM tools, Agile methodologies, and JIRA, effectively integrating the new internal team software.

NCR-CORPORATION, Plano Tx 2014 - 2017

Tier III Support Analyst, Convenience-Store Industry - HYBRID, Plano, TX

Serviced and managed retail and commercial gas stations with 30K+ sites and 20K touchpoints in 2 countries. Oversaw production support and ongoing trouble tickets for 17 vendors in US and Canadian marketplace. Onboarded and taught employees in current job responsibilities.

Deliver efficient and premium quality support to NCR POS customer end-users and help desks, meeting all established service level agreements (SLA)

Meet all critical deadlines and continue to improve the department process and critical thinking skills.

Successfully trained to independently manage weekend tasks without developer assistance for over 7 years, resulting in significant cost savings for the company and achieving a key performance indicator (KPI).

Act as a liaison between the merchant and developers to escalate unresolved issues and ensure timely resolutions.

Offer training to merchants on best practices for payment processing and troubleshooting common technical problems.

Educate customers on available features and updates, ensuring they maximize the value of their merchant services.

Resolve merchant inquiries regarding transaction disputes, billing issues, and service enhancements.

Provide excellent customer service by maintaining positive relationships, understanding the unique needs of each merchant, and offering tailored solutions.

Monitor customer reported problems to identify red flags potential areas requiring further intervention, and communicate to appropriate personnel.

Additional Experience

VOLT TECHNICAL RESOURCES, Richardson, TX

Software Installation Tech, Fujitsu, Staples Contract (Onsite)

ARTECH INTERNATIONAL, Richardson, TX

Tier 2 Technical Support Analyst, AT&T U-VERSE (Onsite)

Para Systems (Minuteman UPS) Carrollton, TX

Technical Support Manager

ADECCO INCORPORATED, Richardson, TX

EDI Analyst

Education

Bachelor of Science (BS), Business Management, Minor: Computer Science, University of Phoenix, Dallas, TX

Business Certificate in Business Management, Brookhaven Junior College, Farmers Branch, TX

Professional Development

Computer Network + Certified, Tech Skills, Addison, TX

Technical Skills

Database Software:

SQL, AGILE, JIRA, Clarify, Remedy, and NEOS AI Chat GBT, Slack, NEOS CRM tools

Certifications:

Network + Certified

Operating Systems:

Windows 7, 10, and 11

Tools:

Microsoft Office 365 Suite (Outlook, Excel, and PowerPoint), Teams, and Slack

Hardware:

Regulations:

Verifone PIN Pads, Equinox Pin pad, Fuel Servers, POINT OF SALE systems, BOS Servers, Ethereal, Network Management Software (NMS), NGREP, Snoop, SNMP V1, 2, 3, RS-232 Protocol Analyzer, Packet Tracer, Microsoft Outlook 2003 and 2007 integration, Windows 98, XP, NT, and Server 2007

PCI and GDRP rules and understanding of UL processes

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