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Skills
Technical Writing Experience
Complex System Documentation
Defining Business Requirement
Defining Process and Workflows
Confluence and Atlassian Products
SharePoint and Microsoft 365
Product Lifecycle Analysis
Familiar with AWS & Google Cloud
Continual Process Improvement
QA Testing & Production Support
Software Release Management
Soft skills: great communication skills, team player, root cause analysis, detail-oriented leader
IT Experience
Agile payment software frameworks
Release analysis and process improvements
Development life cycle tracking with Jira
Technical documentation in Confluence
Familiar with VMs on AWS & Google Cloud
Network understanding: switches, LAN, VPN
Endpoints, POS, gateways, processors, PMS
QA testing & production support
Implementation of middleware on POS systems
Soft skills: iterative process improvement, root cause analysis, detail-oriented leader
Understanding: TCP/IP logs for QA and support
Industry: POS, Payments, Software, Middleware, Microservices, Food & Beverage, Manufacturing OS: Windows, Android, Mac Cloud: Familiar with VMs on AWS & Google Cloud Applications: Confluence, Jira, SharePoint & Office 365 Suite Communication: TCP/IP logging, XML, HTTP Departments: Development, QA, Implementations, Support
Project history
01/2019
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Present
Lead Technical Writer
Shiji Payment Solutions
(Internet and Information Technology, 1000-5000 employees)
Manage the transfer of knowledge between Sales, Development, DevOps, QA, Certification, and Operations.
Own Confluence knowledge base and Release Notes for each solution released into production.
Create knowledge base, release notes, handoffs, templates, process workflows, system swimlanes, onboarding docs, troubleshooting guides, and so forth from scratch.
Collaborate with NCR to discover needs, fulfill requests, and consolidated docs into 1 MS Teams channel including: Version Compatibility Matrix, Troubleshooting Guide, Integration & Upgrades, Support Process, and so forth.
Develop new solution release structure by bridging gaps in the handover of info between Dev, QA, and Ops.
09/2017
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12/2018
Operations Analyst & Technical Writer
Touchpeak Software
Led implementation of default MID structure at Braves (SunTrust Park) for 2018 season. This grouping method captured up to $20k of previously unaccounted for transactions per game. Root cause: moving POS and pin pads.
Installed Android APK Framework at Falcons (Mercedes Benz Stadium) with Product Owner in 2018/19.
Led QA migration from HipTest to Adaptavist (Jira Plugin) and produced test cases for NCR Quest POS runs.
Performed QA runs, installs, and updates each sprint on Quest POS from 2017-2018 for Retail and Arenas.
Led support inbox statistically in 2018 - 677 answers out of 1454 (47% of total team) and 432 out of 1375 (31%).
Supported Over 10,000+ POS terminals across the US, Canada, & Europe (NCR Quest POS & Microsoft MPOS)
09/2016
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08/2017
Data Analyst for various projects
The Coca-Cola Company
(Consumer goods and retail, >10.000 employees)
Documented and demoed key Tableau and Google Cloud Platform functions to internal KO team as Tableau SME.
Handled highly secure global sales information, global initiatives, strategic business plans, and calculations.
Created 390 test cases by parsing the business requirements and testing strategy while adhering to strict data polices.
Supported global digital product offerings with more than 90k assets, 40k users, and 13 platform languages.
01/2016
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09/2016
Co-founder / Lead Industrial Engineer
BioMedical Startup
(Pharmaceuticals and medical technology, < 10 employees)
Led Customer Discovery following Lean startup model, securing and conducting over 110 industry interviews.
05/2015
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12/2015
Engineer Intern
The Home Depot
(Consumer goods and retail, >10.000 employees)
Developed a MHE Optimization Tool which had a project valuation of $2.4 million over the network.
Assessed under-utilized MHEs, collected 18 time studies, and gathered demand forecasts to create Excel tool.
Built dashboard within Excel to input data, modify with linear optimization methodology, and output on graphs.
Reduced inbound and MHE cost by $200k by finding an appropriate number of MHEs to lease and rent for SDC
Local Availability
Only available in these countries:
USA
Atlanta proper, available to work remote.
Other
Kyle is an accomplished technical analyst with quality assurance testing, defect management experience, and big data validation. Supported global digital product offerings with more than 90k assets, 40k users, and 13 platform languages. Worked with international vendors to communicate user stories, defects, and enhancements between Business and IT. Provided technical data and information collection, analysis and reporting across key digital applications and platforms.
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After graduating from Georgia Tech, Kyle started his career supporting Coca-Cola's global digital marketing team by coordinating projects surrounding their digital asset management system. He spent a 2016-2017 UAT testing international vender's software, performing data transformation, and supporting 90k assets, 40k users, and 13 platform languages. Then he moved up to Coke's innovation team in 2017 using his analysis skills to validate the migration of all highly secure sales data to Coke's first cloud data lake. He created test cases by parsing business requirements and pulled data from the cloud using Tableau.
Next, Kyle enabled NCR to run its financial services in some of the largest sporting arenas in the world through Touchpeak Software, a middleware startup. He wore many hats while spending a year with Operations, then a year with QA, before landing on the product team. Some highlights include:
- Contributed to the delivery of SP-Framework and Android products to market: US, Asia-Pacific, Middle East, Eur.
- Led effort to create solution handover process by gathering and defining requirements from subject matter experts.
- Facilitated global releases customized for POS (Simphony, Quest, Infrasys) and PMS (Opera, StayNTouch, AC).
- Led implementation of default MID structure at Braves (SunTrust Park) for 2018 season. This grouping method captured up to $20k of previously unaccounted for transactions per game. Root cause: moving POS and pin pads.
- Installed Android APK Framework at Falcons (Mercedes Benz Stadium) with Product Owner in 2018/19.
- Performed QA runs, installs, and updates each sprint on Quest POS from 2017-2018 for Retail and Arenas
- Led support inbox of over 10,000+ POS terminals across the US, Canada, & Europe (NCR Quest POS & Microsoft MPOS).
After Shiji Group acquired Touchpeak, Kyle joined Shiji Payment Solutions' effort to dominate the payments sector by providing solution packages to global hotel groups and venues.
Technical Writer with Analyst experience in Product Releases, Operations, Data, and Startups.
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