Jay Husen

Background

About Jay Husen

IT professional with over 25 years' experience in IT management in the retail industry. My experience encompasses IT operation management, Incident and problem management, software and hardware testing, deployment and implementation, Retail POS, Retail Applications Support, Product Management, and Solution Delivery-Directed technical support teams responsible for hardware and software applications across a network of over 1300 retail stores nationwide-Supervised the operations of a third-party Help Desk team, including the creation, tracking, and review of productivity metrics to identify achievements and areas for improvement-Spearheaded efforts to compile, validate, and communicate production incident details, utilizing effective incident and problem management techniques to minimize the risk of recurrence-Possess comprehensive expertise in incident management processes, addressing global outages, conducting root cause analyses, and resolving recurring issues-Managed the implementation, training, and ongoing support for all technology-related aspects within retail sites, encompassing point-of-sale systems, electronic payment systems, back-office systems, and specialized retail applications-Implemented, monitored, and upheld Service Level Agreements, while also monitoring customer satisfaction surveys and formulating recommendations to ensure optimal service levels-Administered support service functions, including personnel management, expense approval, and departmental budgeting-Cultivated strong relationships with internal stakeholders such as business teams, external customers, franchisees, and third-party vendors-Demonstrated extensive knowledge of IT project management, including familiarity with Agile Methodology and proficiency in end-to-end applications testing in lab environments-Exhibited strong leadership, planning, execution, and communication skills, with a proven ability to foster collaborative relationships across various business units-Acted as a subject matter expert on POS software and hardware, as well as technology product implementation and support within retail environments-Recruited, trained, and mentored team members, conducting regular performance development reviews and implementing improvement plans as necessary-Proficient in incident and problem management, change management processes, telemetry alerts, Tableau and Power BI dashboard metrics, Helpdesk operations, ServiceNow, Kronos, POS systems, NCR connected payment and services, POS patching, and IVR systems.