Neil Williams

Experience

• 

  CompuServe

  Jan 2000 - Jun 2000

  Help Desk Specialist
• 

  Stream Design Solutions

  Nov 2003 - Jun 2005

  Web Designer
• 

  Taco Bell

  Feb 2007 - now

  Responsible for collaborating with multiple development teams to deliver iOS, Android, web, Hybris and serverless builds to QA and Production environments.Identify and communicate high priority defects found in regression testing, document and communicate contents of builds, working with Change Advisory Board (CAB) for production release approvals, scheduling production rollouts, deploying app updates in App Store and Google Play Store, overseeing web, Hybris and serverless deployments.Monitoring production environment for success/issues. Show less - Managing production issues for Taco Bell's digital initiatives - mobile ordering app (iOS and Android), tacobell.com, ordering kiosks, and digital menu boards; between internal departments and multiple external vendors. Planning proof of concept and support throughout beta testing to launch and ongoing in national production phases.- Supporting portlet and theme deployments. Performing server maintenance on IBM WebSphere Portal.- Provide root cause analysis and third level support to Service Desk for Xpient POS, Altametrics e*Restaurant, Enterprise Data Management servers and Linux desktop issues. Show less - Received Achieving Breakthrough Results award from the CIO for my work on the project migrating back of house PCs from Linux to Windows 7, including documenting processes, training analysts, performing root cause analysis on issues and providing on-site support to system migrations.- Managing and developing intranet resources for the Service Desk using Wordpress CMS, CSS and hand coded HTML.- Technical writing of support documents used by analysts in the knowledge base; publishing managed using BMC Remedy Knowledge Management.- Project management - Representing Service Desk’s interests as SME on numerous projects working between multiple departments to create support documentation and feedback to the company on issues in the field.- Graphical design in Photoshop and coding updates in JavaScript and .net for digital wallboard displays. Show less - Implemented WordPress based site to promote the use of and consolidate communications amongst analysts, including planning, designing and managing the migration of 10,000+ page website to WordPress content management system.- Received an Achieving Breakthrough Results award from the Service Desk Manager for this project.- Managed content on restaurant facing support website. Provided telephone based support on the IT help desk to over 6,000 restaurants with back of house Linux based PC and Xpient POS software and hardware technical issues. Show less

  • Senior Technical Project Manager

    Aug 2021 - now

  • Software Release Manager, Ecommerce Platform

    Sept 2018 - Jul 2022

  • Scrum Master

    Oct 2018 - Nov 2020

  • Manager, Ecommerce Production Services

    Feb 2017 - Sept 2018

  • Production Services Engineer

    Feb 2014 - Feb 2017

  • Information Analyst

    Oct 2010 - Feb 2014

  • Knowledge Management Specialist

    Apr 2007 - Oct 2010

  • Help Desk Analyst

    Feb 2007 - Apr 2007