Christopher Marder

• ICF has a contract with the CDC in their Syndromic Surveillance Program called BioSense.
• Within BioSense, there are a multitude of applications that are used from AMC (Access and Management Center), ESSENCE, Posit Workbench, SAS Studio, and Dashboards.
• One of my main focuses is managing and processing support actions and requests via the ticketing system.
• Currently using Jira Service Management to monitor the help desk tickets and based on the severity of the tickets, I will work to either resolve their issues or assign their ticket and work with the assignee to resolve the open tickets.
• Helping to support our Access and Management Center and assisting new and existing users with a multitude of different issues and functions which also includes setting up users for DQ Dashboard, Posit Workbench, and SAS Studio.
• Running and updating reports for the program management.
• Assisting with Note/Record taking for our daily meetings.
• QA Support for AMC, ESSENCE and Dashboard Enhancements.

• Supporting NCR Silver, NCR Aloha, CBS and Treatware Point of Sales systems.
• With NCR Console the customer's can integrate their POS
  systems and get detailed reporting and easy-to-use management tools in one time-saving dashboard.
• The main aspects of my role is to help support customers through email or phone.
• Support topics range from basic employee and
  Inventory questions, to more profound cases.
• Provisioning new customer's site information and sending out their Login Credentials.
• We also help walk new customer's through the system
  in adding employee's and how to create their inventory.
• Able to run API Calls on both NCR Silver and NCR Console to troubleshoot and narrow down any issues that are occurring.
• When issues do arise,I am able to write up tickets in SalesForce and create Jira Tickets, to send to our Dev team.
• New updates are made to the system every two weeks and during the week of the update, I help assist in QA
  Tests on the new versions of our Console Back Office.

• Working with NCR Small Business on a Point of Sale system called NCR Silver.
• I am part of the incident management, alternative Support and Credit team which handles escalated incidents, support through Chat & Texts and the setup of Credit and Gift Cards for our customers.
• Throughout my shift chats will come in for support on Card Readers, Credit Issues, Printers, Scales, Point of Sale (iPad or Android) and our Back Office, which includes Inventory Setup, Reports, Kitchen Printing, and Tax Setup.
• I am also part of the Level II support for NCR Console. which is an enhanced back office feature which expands Inventory, Employee Management and Advanced Reporting.
• Through the chats I also deal with Billing and Sales questions as well as troubleshooting escalated incidents and record updating for our Tier II team.

• Responsible for managing the restaurant including the front of the house and back of the house and ensuring customer satisfaction with every guest's dining experience.
• I was responsible for tracking daily sales, as well as labor costs and handled cash outs from the servers.
• Worked with other management team members to promote specials in the restaurant and to manage the inventory of food, liquor and other essentials needed to increase the profitability of the restaurant.
• Mentored and trained staff members to ensure exceptional customer service standards.

• Responsible for assembly work of packaging machinery including bottle capping machines and machine elevators.
• Work with standard mechanic hand tools.

• Responsible for the inventory of both the warehouse and the technician vans.
• Completed physical inventory counts.
• Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.

• Responsible for managing the restaurant including the front of the house and back of the house and ensuring customer satisfaction with every guest's dining experience.
• Responsible for tracking the sales daily, as well as labor costs and handled cash outs from the servers.
• Worked with other management team members to promote specials in the restaurant and to manage the inventory of food, liquor and other essentials needed to increase the profitability of the restaurant.