Fred Schilling
Columbia
Summary
Experienced IT manager/analyst with a proven track record in successful implementation and project management. Demonstrated expertise in overseeing daily milestones with a high level of organization and a methodical approach. Skilled in POS planning and deployment, ensuring seamless operations and an optimal customer experience.
Overview
23
23
years of professional experience
Work History
Tech Support Engineer
Kaseya
12.2024 - Current
- Diagnose and resolve technical problems, including configuration issues, integration issues, and best practices related to the products. Escalate complex issues to the appropriate teams when necessary.
- Gather customer feedback and insights to help improve the product's functionality and user experience. Collaborate with the development team to relay customer needs and suggestions.
- Collaborate closely with cross-functional teams, including Development and DevOps, to escalate and resolve complex technical challenges efficiently.
- Develop an in depth understanding or product architecture, and create and maintain a comprehensive knowledge base containing solutions to frequently encountered issues, best practices, and troubleshooting guides for both internal and client reference.
Freelancer
Zentech
01.2024 - 01.2025
- Optimize small businesses with projects including networking, web design, website maintenance, and desktop support
- Support home consumers with networking issues, desktop support, and Home AV systems
Head of IT
CentraArchy Restaurant Management Co.
11.2015 - 05.2023
- Ran a small IT Department of 2-4 techs for a restaurant management company with 14 restaurants and near 9 figure revenue (2022), hundreds of end users across the Southeast as well as a corporate office in Charleston, SC with ~10 accountants and a human resources department, as well as admins and Management
- Directed Support using remote management while spearheading upgrades and new hardware/software rollouts
- Led numerous projects to fruition including but not limited to: ISP/Circuit upgrades, VoIP/UCaaS, accounting software, HR/Payroll integration, and a new BackOffice software designed to simplify accounting, run the restaurants more efficiently, manage labor costs, and give real time access to the financial health of the organization with KPIs and simplified reporting for Decision Makers
- Solely responsible for PA-DSS and PCI DSS compliance for the organization, including network integrity, risk management, and threat mitigation as well as responsible for the SAQ for a Level 2 merchant
- Led company through a payment card breach that began prior to being hired in 2015 and liaised with American Express, Visa, and the SS to perform a forensic audit and develop policies to curb the problems and implement improved techniques for mitigating threats
- Managed POS systems and menu development for 14 total restaurants across 7 brands with 2 decades of experience turning complex issues into efficient and effective solutions
- Web Maintenance: monitored Gift Card integration, SEO, updated DNS records, updates to Wordpress
- Trained colleagues/staff on useful info to help them develop team autonomy
- Reported directly to the CFO initially and later to COO/CEO
- Remote work 90% with some travel
Project Manager/Application Specialist/Senior Help Desk Technician
Retail Systems Inc.
08.2002 - 11.2015
- Helped develop, install, and support the Point Of Sale system for Augusta National Golf Club's Masters Golf Tournament from 2007-2016, working as part of a 4 person team that seamlessly integrated a number of different solutions into their network infrastructure for year round usage as well and providing ongoing maintenance and support
- Leader of PA-DSS (Payment Application Data Security Standard) software rollout, guiding the team in developing a plan to educate the customer base of over 600 about their responsibility to protect cardholder data and ensuring data integrity and security, and offering them cost-effective options to meet these standards in a timely fashion
- Sole E-Payment Processing Specialist in the Hospitality Dept., guiding customers through integrated POS processor changes including credit, gift, and loyalty program upgrades and migrations, explaining and leading the customer through the process from beginning to end while ensuring responsibilities as a reseller regarding PCI regulations were met/exceeded
- Coordinated and established project timelines for multiple projects and parties, allocating internal and external resources within each project's goals and budget, executing the plan and ensuring the overall success of the customer's POS solution
- Responsible for effective communication between IT Departments, Restaurant Management, Accountants, General Contractors, and Electricians during installations
- Helped lead software training and coaching by mentoring junior help desk technicians, and responsible for on-site customer support and training during the final stage of the project rollout
- Delivered effective end user support to over 600 clients on a software platforms (POSitouch, Skytab, Dinerware, and Toast) as part of a small, team-oriented help desk of 10 technicians providing 24 hour, 7 day support
- Responsible for incident triage on help desk and advanced troubleshooting including event correlation using information gathered from a variety of sources, managing escalated incidents to provide efficient and tactful conflict resolution
- Implemented new policies/system to ensure more efficient and accurate billing, including assisting in rolling out a total management solution for the company, in turn improving service times, establishing a software knowledge base with best practices, and generally optimizing overall business operations
Education
Microsoft Windows 2000 Systems Administration Track - undefined
Microstaff IT
Columbia, SC12.2001
CompTIA A+ Certification - undefined
Microstaff IT
Columbia, SC12.2000
B.A. - Anthropology
University of Georgia
Athens, Georgia06.1999
Skills
- Strong acumen in Hospitality Tech
- Excellent communication
- Windows/MacOS/Android/Ubuntu
- Security/Risk Mitigation
- Project Management
- Microsoft365 (Office365)
- Networking (LAN/WAN/VPN/SAN)
- Desktop Support
- POS installation/integration/support
- Payroll/HR software support
- Mobile Device Management
- Developed and implemented standardized policies and procedures
Timeline
Tech Support Engineer
Kaseya
12.2024 - Current
Freelancer
Zentech
01.2024 - 01.2025
Head of IT
CentraArchy Restaurant Management Co.
11.2015 - 05.2023
Project Manager/Application Specialist/Senior Help Desk Technician
Retail Systems Inc.
08.2002 - 11.2015
Microsoft Windows 2000 Systems Administration Track - undefined
Microstaff IT
CompTIA A+ Certification - undefined
Microstaff IT
B.A. - Anthropology
University of Georgia
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