Wade Nila

As the manager of a growing team of specialist technicians, I oversee the planning, implementation, and delivery of the TASK solution stack for our large enterprise customers. I have been directly responsible for and involved in the technical aspects and resourcing requirements of several major large-scale projects over the years.

The following highlights the key aspects of this role:

• Managed the day-to-day operations of a team of professionals Implementing the following software solutions:

o POS Software

o Kitchen monitoring screen solutions

o Back-office systems managing reporting, inventory, loyalty and much more

o API Integration support

o Web based POS management systems

o Digital menu boards

o Mobile Order and Pay apps

o Reporting Mobile Apps

o Web based Online Ordering solutions

• Developed and implemented strategies to improve customer satisfaction levels.
• Provided guidance, training and mentoring to team members in order to maximize their potential.
• Generated reports on service delivery metrics for senior management review.
• Created policies and procedures governing professional service activities within the organization.
• Identified opportunities for cost savings through improved resource utilization or process optimization.
• Coordinated efforts between different teams involved in delivering services to customers.
• Assisted in resolving conflicts between customers and service providers when necessary.
• Drafted proposals outlining scope of work, timelines, costs associated with requested services.
• Scheduled resources according to project requirements while ensuring maximum efficiency.
• Built relationships with key stakeholders both internally and externally in order to facilitate successful completion of projects.
• Managed implementation of diverse products and projects.
• Planned and coordinated resources to support project deliverables.
• Led client updates, installations and repairs using hands-on style.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Organized team activities to build camaraderie and foster pleasant workplace culture.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Assigned work and monitored performance of project personnel.
• Collaborated closely with other departments such as product, developers, marketing, sales, finance, on initiatives related to improving customer experience.

Similar to attributes mentioned above, with an emphasis on managing the professional team in the US that leads projects based in the US.

• Contributed to special projects focused on establishing the operational aspects of the TASK business in the US.
• Managed the POS implementation for the initial US customers.
• Collaborated with team members on special projects as needed.
• Participated in team meetings, trainings, and special projects as required.
• Prepared detailed status reports on ongoing special projects.
• Applied key insights from special projects to establish the Professional Services team in the US.

• Provided technical support services to customers over the phone, email and using our Support system(currently Jira, Atlassian)
• Ensured customer satisfaction by resolving technical issues in a timely manner.
• Tested software and hardware for compatibility with systems.
• Identified and documented system problems, using relevant tools.
• Resolved network connectivity issues for users onsite and remotely.
• Updated software applications and operating systems as needed.
• Installed new hardware components such as printers, scanners.
• Performed troubleshooting tasks to diagnose system errors or malfunctions.
• Monitored server performance to ensure optimal operations of networks and systems.
• Maintained log of all service requests with detailed information about each case.
• Coordinated with vendors for repairs or maintenance of computer equipment.
• Developed training materials for end-users regarding use of IT systems.
• Assisted other departments in resolving their IT related queries.
• Resolved record-breaking backlog of support tickets following major system malfunction.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Served as first point of contact for incoming technical service calls and emails.
• Used remote login tools to assist clients with technical and product questions.
• Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
• Trained new support representatives on troubleshooting techniques and company support protocols.
• Assisted in the development and updating of technical documentation and support guides.
• Participated in after-hours on-call rotation for critical support needs.
• Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
• Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Assisted in the installation of new hardware and software components.
• Performed troubleshooting to diagnose and resolve technical issues.
• Supported remote desktop connections for users requiring assistance offsite.
• Resolved network connectivity issues.
• Ran diagnostic programs to resolve problems with applications or hardware devices.
• Installed operating system updates as required by company policy.
• Updated antivirus protection on all computers on a regular basis.