Experience

Table Needs
• United States
• Software Development
• 1 - 100 Employee
• Support Manager

  • Nov 2022 - Present


Clubspeed

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Specialist

  • May 2021 - Nov 2022

  - Being one of the fastest learning and friendliest team members, I quickly became the first point of contact for the team I work for when any other technician has questions about anything procedural or conduct related issues in the office. - Kept in communication with management on what can be done with the team to improve quality of work-life balance while maintaining a good work environment to get all work done that is needed to be done to maintain daily operations in a fast paced manner to give our team a rating of one of the best support teams in America. - Given projects of figuring out whether new hardware or software is capable of doing the job to assist with operations to our customers so we can provide more quantities of available hardware and software to work with our system. - Take note of issues that are consistent and re-occurring enough to create documentation so that if the situation arises again, documentation is available for newer members to learn from to free up time for other more senior members of the team. - Consistently found ways of de-escalating trouble customers to the point of them becoming pleasant to talk to and them requesting to return to me because I am capable of fixing their problem and talking to them in a polite that conveys, I have strong knowledge of the situation and will be able to fix any issues they may have. - Spearheaded projects that are ambiguous with instructions on how to get the job done and can see the project through to completion. - Comfortable being the first to dig into a project, regardless of lack of instructions on how to get it done and being able to complete it with minimal to no supervision of the project, depending on complexity. - Assisted the sales teams in a considerable number of sales because I was able to suggest products to our customers that were meaningful and made operations quicker and more streamlined while generating more monetary flow for Clubspeed.



Del Taco Restaurants Inc.

• United States
• Restaurants
• 400 - 500 Employee

• Tier 1 Support Technician

  • Jan 2020 - Apr 2021

  - Respond to assigned cases at a rapid pace, closing out or working on at least 20+ cases a day. - Troubleshoot problems with different stores across the United States, over the phone, to fix problems to include entire system downs, credit card issues, employee issues, report issues. - Create new ways of handling a diverse array of problems, using critical thinking, that might not always be outlined or have instructions on how to proceed with fixing a store. - Wrote down and helped maintain a catalogue of knowledge base to help ease the future troubleshooting of sites to increase productivity. - Maintained friendly relationships with managers while being able to effectively communicate what is needed to correct issues at sites. - Handled troubled customers in nothing more than a professional manner to assist with putting the customers mind at ease so they are calm and relaxed while correcting issues at site. - Met and exceeded expectations of Managers over the first 6 months of working at Del Taco and set new expectations of future onboard hires.



Bridge SMS Retail Solutions

• Project Manager

  • Mar 2018 - Jan 2020

  - Answered calls from customers on a 24 hour a day 7 day a week basis to make sure customers had a satisfactory experience. - Set up the entire infrastructure for the restaurant’s internet and Point of Sales systems. - Learned 5 entire Point of Sale systems within a 1-year duration and continued growth on these subjects to become a subject matter expert on anything I was given. - Got promoted from tier 1 support to program manager in 8 months. - Supported a team of 5 guys to keep them on track and working productively. - Maintained a very professional relationship with all my subordinates while still being very friendly and approachable. -Produced long-term solutions to assist customers when they were having problems with their system. - Documented new and improved ways to come to solutions with customers and created professional and easy to follow documentation for it. - Setup POS Systems entirely from software to hardware installations, sometimes in a timeframe of a single day from start to finish for an entire store’s POS terminals and server. - Troubleshooting of POS Systems when customers have issues. - Built and simplified the entire network infrastructure for customers in a way that streamlined their business and assisted them with day-to-day operations that were seen in a meaningful way. - Ran ethernet cable for 8 months on top of normal support duties to include mom and pop shops and corporate buildings that were up to and/or surpassed California specifications. - Worked with Urgent Care medical facilities to maintain their network and technology infrastructure to include hardware and software needed to operate medical equipment.


CBS Northstar
• Support Analyst

  • Aug 2017 - Dec 2017

skatedogs
• United Kingdom
• Musicians
• Instructor

  • Aug 2016 - Aug 2017

Blaze Pizza, LLC
• United States
• Restaurants
• 700 & Above Employee
• Employee

  • Aug 2015 - Aug 2016

United States Marine Corps
• United States
• Armed Forces
• 700 & Above Employee
• GCSS maintenance instructor

  • Aug 2011 - Jun 2015