Sonic Retail Problem AnalystOklahoma City, OK2019 to Present Retail Problem Analyst 2019- Present• Worked with JIRA, ServiceNow, Splunk Enterprise, Splunk Cloud, Bitbucket, SQL• Troubleshoot and update Digital Menu Boards.• Investigated and diagnosed problems using relevant subject matter experts to assess and analyze root causes.• Analyze and repair of Oracle and INFOR POS and PAYS.• Identified and classified problems and their root causes while also providing a timely resolution to preventrecurring incidents in accordance with the Enterprise Problem Management Plan• Helped create and maintain Standard operating procedures.Sonic Retail Support Analyst IIOklahoma City, OK2017 to March 2019Retail Support II 2017- 2019• Support for Level 1 technicians via email and phone.• Worked with JIRA, ServiceNow, Splunk Enterprise, Splunk Cloud, Bitbucket, SQL• Troubleshoot and update Digital Menu Boards.• Analyze and repair of Oracle and INFOR POS and PAYS.• Support for Health Assessments.• Helped create and maintain Standard operating procedures.• Troubleshoot hardware failures for Audio.Sonic POS SupportAddison ContractorOklahoma City, OK2016 to October 2017 POS Support 2016- 2017• Support for Level 1 technicians via email and phone.• Troubleshoot and update Digital Menu Boards.• Analyze and repair of Micros POS and PAYS.• Support for Health Assessments.• Helped create and maintain Standard operating procedures.• Troubleshoot hardware failures for Audio.

Gsa IT helpdesk• Recommends systems modifications to reduce user problems• Responds to customer technical problems/issues related to software and applications via e-mail and phone• PC software and application support• Help train new hires on process of day• Create or update Knowledge Base articles• Basic network troubleshooting• High-volume, fast paced call center environment• Supports iPads, Androids and iPhonesHelpdesk III Coach/Team Lead • Support for Level 1 and Level 2 for Federated Service Desk.• Supported inbound, outbound phone and email queues.• Troubleshoot and repaired of various software and applications.• Monitor and coach 6-10 agents.• Helped create and maintain Standard operating procedures.• Run reports to explain service level for shift.

• Responsible for front line support in an effort to improve their quality and PSU conversion.• Influence front line agents to obtain an average of 3.5 or 85% through role play and coaching• Conducted monthly meetings to go over team metrics.• Coached front line support toward reaching smart goals and provided feedback to supervisors• Developing cross-functional relationships to improve FCR through M&P improvements.• Skilled in Kana, Remedy and Test Desk functions.• Assisted billing and technical support representatives in all three products.• Help with difficult customer and situations for front line representatives.• Cross skilled in service to sales.• Conducted team meetings and sales huddles.

• Used motivation techniques to improve sales from 2% to 10%.• Worked with other leaders to improve staffing through wiring processes and procedures.• Handled payroll, team meetings and evaluations for a team of 12

• Influenced staff to do suggestive selling.• Processed beginning and end of day paperwork.