Adrian Franco Email and Phone Number

• Resolved complex AI software architecture issues efficiently by developing a deep understanding of the technology.• Implemented new AI initiatives and functionality for customers to enhance user experience.• Collaborated with cross-functional teams to drive innovation and problem-solving.

• Develop and implement ITIL and ITSM processes and systems to improve service delivery and customer satisfaction.• Executed POS menu strategies for deploying market-specific online ordering and delivery menus across multiple locations, ensuring consistency in pricing, promotions, and menu offerings using the Olo platform.• Developed and implemented standardized processes and workflows for BOH operations for the rollout of Crunchtime software across back-of-house (BOH) operations, ensuring seamless integration and adoption.• Established key performance indicators (KPIs) to measure the effectiveness of Crunchtime software implementation, regularly monitoring and analyzing data to identify areas for improvement and optimize BOH operations.

• Initiative-taking client-facing enterprise software support on a fast-paced cloud SaaS platform, assisting technical and non-technical customers by providing recommendations on complex systems, API, JSON, scripting, Web Developer Tools, and webhook workflows to meet or exceed requirements in production and pre-production environments.• Conducted multiple projects in parallel, from complex live troubleshooting video conference calls and escalations across Glady’s portfolio, interpersonal skills handling issues by communicating with a wide variety of customers from C-suite, consulting, and individual agents, sharing feedback on features and trends. • Exceptional oral and written communication skills, which I have honed through extensive experience in troubleshooting and identifying root cause analysis (RCA). I can work closely with cross-functional teams to identify and resolve issues, utilizing my ability to communicate technical information clearly and effectively and collaborate on solutions.Projects Managed:• Automated team Slack notifications for critical P1/P2 JIRA escalations for CSM/Team awareness.

• Established a culture of trust through weekly 1-on-1 relationships-building meetings and creating a safe and growth-oriented environment amount the team.• Supported the domestic US and International users, consisting of over 200k active users by troubleshooting issues, deploying software enhancements, and providing recommendations for new projects to optimize the customer experience (CX).• Provide extensive root-cause analysis and recommendations for issues identified during proactive monitoring in the field and all phases of the Software Development Life Cycle.• Leveraged a developmental approach to managing a team of 4, collaboratively identifying and implementing training and growth opportunities to help further their career.Projects Managed:• On-prem to Azure migration • Software migration from web services to AWS for customer-facing restaurant technology

• Strategically directed a team of 5 to execute critical team objectives.• Worked closely with HR, Engineering, Development, QA, and Product Marketing teams on resolving complex problems, product enhancements, and assigning team member assignments in ServiceNow & JIRA.Projects managed:• Deploy new CMS (SABA)/LMS (Inkling) SaaS deployment for training and certification acceptance.• talentReef ATS employee onboarding data flow feed failures• Proactively identify network issues with split-brain DNS, resolving issues with employees unable to train in-store.• Identify the root cause from Point-of-Sales Windows BSOD EOD.

• Strategically directed a team of 5 to execute critical team objectives.• Lead point person for the nationwide PC upgrade rollout for all Corporate and Franchise systems of Altametrics eRestaurant.• Technical lead for Linux to Windows OS migrationProjects Managed:• HDD Failure Audit – Decreased annualized back-office hard disk failures by 27% during OS Migration• Reduced conversion time of Linux to Windows migration by 5 hours by identifying improvements in process design. • HP/Dell PC upgrade – Technical lead for the corporate and franchise rollout of new computers • Hughes VSAT installation – Technical lead for deploying satellite connection and troubleshooting issues.

• Emphasized employee engagement and recognition to inspire a team of support level I, II, and III professionals to collaborate and perform at a high level effectively.• Create Service Desk matrix reports to identify trends and reduce call volume and escalations by offering solutions.Projects Managed:• Developed a Service Desk modem bank with real-time availability in PHP/RSYNC. • Created JS script Putty SSH shell wrapper for remote access, and BASH scripts for automatically identifying and remediating common issues.• Lead for Back-office OS migration from SCO Unix to Linux (NLD & SLED10)

• Lead point person for the nationwide PC upgrade rollout for all Corporate and Franchise systems.• Subject Matter Expert (SME) for all restaurant technology: Back-Office, Point of Sale (POS), Order Confirmation Board (OCB), Credit/Debit terminals, Broadband, Price confirmation board (PCP), and Kiosks.

• Created and implemented best practices for technical support documentation.• Support DSL and dial-up connections: TCP, IP, and Routing tables.