Dave Pedrick Email & Phone Number

Langhorne, Pa, Us

Fort Washington, Pennsylvania, United States

Edgewater Park, New Jersey, United States

• Administered user accounts and permissions via Active Directory and Microsoft 365, managing access control and ensuring security compliance.• Assisted with security audits and patch management, maintaining system security and preventing vulnerabilities through regular updates.• Monitored and addressed potential security threats by analyzing suspicious login activity, coordinating with cybersecurity teams, and implementing access controls.• Led a project to repair and replace equipment at 300+ locations, collaborating with store representatives, district managers, operations directors, and third-party technicians to meet deadlines and minimize operational disruption.• Imaged and set up new registers during the transition from Oracle POS to Oracle Xstore, ensuring proper hardware and software configuration across locations.• Proactively performed preventative troubleshooting, reducing future incidents by identifying potential issues while resolving current ones.• Supported 1,000+ retail locations, corporate offices, and distribution centers, providing technical assistance to ensure continuous operations.• Resolved tickets per Service Level Agreement (SLA) standards, maintaining a 95%+ adherence rate, and fully documented incidents in ServiceNow for future reference.• Fielded 30-50 daily calls in a fast-paced environment, resolving 80-90% of issues on first contact through ticket archives and knowledge bases.• Trained and mentored 5+ new hires, integrating them into the team and familiarizing them with company processes and support systems.• Supported server, network, and equipment maintenance across multiple sites, ensuring minimal downtime and consistent system performance.