JON BURKE
Photography · Art · Web Design

ABOUT
PORTFOLIO
RESUMÉ

Resumé

Not really my resume.

I am a detail-oriented IT professional seeking to challenge myself while strengthening my foundations.

Expertise

  • IT Product Deployment
  • Retail POS Configuration and Support
  • Team Leadership, Training and Onboarding
  • Project Management
  • Process Development Analytics
  • Technical and Process Documentation
  • Remote/ WFH

Professional Tools

  • Collaboration and Documentation
    • Microsoft 365 Suite
    • Google Suite
    • Smartsheets
    • Cisco Webex, Jabber
    • Slack
  • CMS, MDM, and Asset Management
    • ServiceNow
    • Workspace One
    • BigFix
    • SAP

Work Experience

Store Technology Analyst II - January 2020 to Present
Burlington Stores, Inc - Burlington, NJ
Core Skills: Process and Data Analysis, Project Management, Asset Management

Project Lead and Analyst for Store Technology department. I oversee deployment and configuration of new hardware and software in retail locations, both to refresh existing platforms and install new systems.

Responsibilities

  • Working with vendors and contractors to schedule delivery and installation of new equipment.
  • Coordinating and facilitating installation of new equipment.
  • Working with business partners and third party vendors to coordinate return of old equipment for refurbishing and/or recycling.
  • Writing and curating documentation for procedure and technology usage.
  • Training new hires on installation procedures.
  • Supporting the installation process.
  • Troubleshooting escalated hardware issues.
  • Analyzing data for the purpose of selecting target store lists for future equipment refresh projects.
  • Scheduling installations and assessing resource requirements for various deployment projects.
  • Project Lead for Store Hardware Refresh in 2022 and 2023.
    • 2022 - replaced POS equipment at 275 stores (average 10 registers per store).
    • 2023 - replaced POS equipment at 90 stores (average 10 registers per store) and Back Office PC equipment at 320 stores (average 7 PCs per store).
  • Command Center Lead for Xstore Point of Sale Software Upgrade.
    • Upgrading POS software from legacy Oracle POS (OrPOS) to new Oracle Xstore platform.
    • Completed Pilot deployment, installing new software on all registers in 35 stores (average 10 per store).
    • Currently implementing Full Rollout, targeting conversion of 20 stores per day over the next 4 months.

Equipment Administrator III - June 2018 to December 2019
Burlington Stores, Inc - Burlington, NJ
Core Skills: Asset Management, Project Facilitation, Business Analysis, Technical Writing

Asset Management and Project Facilitation Administrator for Equipment Supply department.

Responsibilities

  • Creation and maintenance of entries in Configuration Maintenance Database (CMDB).
  • Input and tracking of data related to shipping and receiving of Technology Assets.
  • Implementation of minor deployment projects.
    • Coordinated inbound and outbound shipment tracking for chain-wide Barcode Scanner Refresh project.
    • Oversaw planning and implementation of Equipment Recovery project for POS Hardware Refresh program in 2018.
    • Coordinated planning and implementation of Mobile Computer battery replacement project in 2019.
    • Wrote technical documentation for IT Equipment Database.

Senior Team Leader - April 2013 to April 2017
Sykes Enterprises, Inc - Langhorne, PA
Core Skills: Team Leadership, Management, Technical Writing

Manager of Senior Escalations Team in high-volume technical support call center handling Nikon Cameras.

Responsibilities

  • Oversight of Escalations Team
    • Onboarding, Training, and Coaching of Senior Agents.
    • Development and enforcement of best practices for responding to escalated customer support issues.
    • Focus on Servant Leadership practices.
    • Monitoring KPIs and Service Levels, making adjustments to schedules and practices to respond to demand.
    • Maintained 65% Customer Satisfaction score on Escalated issues (customers that were engaged after asking to speak with a manager).
  • Development and Maintenance of Knowledgebase Articles for entire call floor.
    • Researched and developed working knowledge of Photography practices and techniques.
    • Wrote articles on Photography and Photographic Equipment for use as reference material.
    • Created supplementary technical documentation to accompany user manuals for entire line of Nikon equipment.

Education

Burlington County Community College - Newtown, PA
Computer Science Major (Associates) - September 2002 to May 2003 - Incomplete
Areas of Study: Web Design, Graphic Design, Marketing, Writing

Harry S Truman High School - Levittown, PA
High School Diploma - September 1997 to June 2001