Andre Hicks Email and Phone Number

• Technical support for 7000+ restaurants nationwide. Scope includes POS (Point Of Service) computers,Windows PC (windows XP, 7, 8 &10), Laptops, Printers, Tablets, Payment Processing Devices, CiscoRouters, Cisco Switches, Cisco AP’s and a variety of other in-restaurant technologies and applications.• Experience maintaining and resolving issues surrounding Windows PC Break/fix, BSOD, Disasterrecoveries, general Windows OS support for Windows 7 & 10 PC’s. •• Hands on experience maintaining and resolving issues with LAN/WAN, TCP/IP, DHCP, Subnet for Multipledevices on Cisco network. Identify issues with Cisco Networking equipment utilizing Meraki Dashboardand other tools and resolve for minimal downtime to store networks.• Research, document and escalate cases to higher levels of support when exhausting all availableresources.• Provide first line analysis and resolution of escalated issues, and Code RED situations• Use advanced SQL queries to manipulate databases to identify, correct and resolve issues. (OracleMySQL Database)• Expertise in providing E-Restaurant application support including inventory management and variance,operations, Profit and loss reports etc.• Expertise in providing 3rd party HR software support (Tivoli) for stores and employees includingonboarding/transfers/terminations, training coursework etc.• Contribute articles to the corporate knowledge base, flag and update outdated information.• Apply de-escalation techniques and positive support while on confrontational calls.• Train/Mentor new employees and cross trainees with their troubleshooting steps.• Support customers over Cisco VOIP primarily, and via ServiceNow Chat and Email platforms.• Manage and prioritize work activities with minimal supervision to meet continuous deadlines whichdirectly impact field operations.

- Full time customer support for all Metagenics clients and patients- Processed patient orders, monitored incoming patient and practitioner requests through MI9 and Outlook- Answered incoming calls through RingCentral and ZCOM- Handled escalations and processed over 200 requests per week- Managed warehouse tracking information for each week - Taught 1-hour courses to practitioners on how to run / create their online Metagenics store- Handled patient AROS

- Created 60+ tickets daily to assist customers with online chat, email, or calling in- Processed batch registration for k-12 and higher education through MS Excel- Responsible for knowing site content for all levels of education and able to answer any question customers may have.-Responsible for showing parents/instructors how to use their learning portals-Created classes and curriculum-Created instructor and administrator portals under the institutional account-Created Teacher Assistant profiles with limited or full privileges

Created 100+ tickets daily to document each request that came through “Contact Us”Exported daily Excel reports from ZenDesk ticketing software for 10 AirlinesResponsible for incoming customer refund requests and complaints for 10 Airlines Processed over 100 refunds daily through the FirstData system applicationManaged additional refunds and customer disputes with PayPal Attended Weekly Team Meetings to discuss upcoming priorities and review Best Practice

Provide excellent customer service to all incoming guests and employeesResponsible for managing inventoryResolve conflicts/issues with customer ordersManaging inbound calls from customers and employeesResponsible for managing cash register duties and large volumes of cash

Provided customer service to all incoming guests and helpResolved any conflicts/issues with ordersHandled inbound calls from customersHandled cash register duties and large volumes of cashResponsible for unloading trucks to push new products onto the sales floor

Was responsible for running the store during night shift and employees would report to me.Managed 10 Employees Provided excellent customer service to incoming guests Maintained cleanliness in working areas  Managed daily sales database (Input daily sales goals and numbers)

Greeted incoming guests and provided detailed information about different vehicles of interestEntered customer’s personal info into database for preliminary steps when buying a new carProvided different services and answers to any questions about current car deals/packages  Maintained and successfully met weekly sales goals

Responsible for directing traffic at all parking structuresProvided customer service to incoming guestsTram Driver (Drove the tram carrying thousands of people each day into the park) Worked Security for the theme park