Lead support team members on prioritization of calls and ticket flow. Receive and prioritize client escalations. Coordinate internal escalations from Support to Infrastructure, NOC, Security, Sales, and Projects teams. Responsible for weekend leadership and team direction. Priority 1/highest level client facing issues triage and prioritization with normal call flow. Praised by VP Support & Delivery and client CTO’s for increasing weekend productivity and normalizing average answer times (ASA) and abandonment percentages.• ASA reduced from 15-20 minutes down to 2.5-3.5 minutes in 2 months• Abandonment reduced from 18% down to 5% in 2 months• Moved weekend team from positive net ticket flow to negative net ticket flow for all clients in 2 months

Responsible for providing white glove end user support. Diagnose associates’ issues and work diligently to resolution in a timely manner. Resolve issues ranging from printer connectivity, application functionality, and cabling, to hard network down situations, ISP cutovers, interface restarts, card reader configurations and mapping, and DHCP reservation and leasing issues. Builds relations with associates on site through all situations. Communicate regularly with site vendors to push for issue resolution and escalate when they are not meeting expectations. Check TA escalation chat for tickets that can be closed through previous experience. Served as Supervisor for Highgate Select as the main point of contact from Edge for Select Service sites and Highgate Corporate staff in absence of the Select Supervisor by managing Bright Gauge, prioritizing P1 tickets, pushing for ticket updates on aging/stale tickets, and leading the weekly calls for Highgate Select with Edge and Highgate senior leadership. Regularly assist fellow techs as a point of escalation for Highgate issues.• Selected as SME for new client onboarding 5/23• Trainer for new technicians• Connectwise ticketing system

Responsible for developing leads for new construction projects, planning and implementation of new construction. Utilized mobile tools and worked with IT to troubleshoot system issues and helped teach the DFW team fixes/new resources.

Serve as Store Director in absence. Directed and developed a team of Department Managers, prepared store for quarterly inventory, point of contact for IT. Worked through basic troubleshooting before contacting IT in order to streamline the process when contacting specialists.

Served as Director in absence. Responsible for perishable operations, merchandising, and HR functions. Responsible for monthly testing on backup internet connections. Requested by COO to do a deep dive in to Tortilla Factory operational and accounting numbers and tasked with creating a new system to maximize efficiency and accuracy. Created new sales and reporting tools utilized company wide. DFW area coverage manager. On site point of contact for IT responsible for trouble shooting hardware issues (cables/printers/connections).

Served as HR ASM and Merchandising ASM. Invited to Great People Review Day, recognizing top 10% of talent in the company. Selected as the implementation store for Click List, online ordering, and worked with dev team to better enhance interface on the company and client ends. Served as District HR in his absence. Learned about thin client systems and its advantages at an enterprise level.

Niel Brown, Chick-fil-A   Assistant Store Director/                        Allen, TexasEnsure daily vision focus. Create and maintain positive, safe work environment, train leaders, building leader depth. Build strong relationships with team members, investing in TMs while working to develop life skills, job skills, and social skills. Assist with routine equipment and facilities maintenance. Partner with marketing team ensuring strong relationships between operations and marketing teams, including communication, planning, staffing, and catering. Develop plans and direct resources, including people and product for high volume outside events, and recurring concessions at local sporting events.  Builds strong community relationships and serves as a positive reflection of the company and brand with a positive impact on team members, guests and community partners. Responsible for personnel files, data entry for HR/Payroll systems, assigning team member user admin for access to online tools based on security access needs of  team member (TM). Responsible for designing and updating training templates and assigning to TM based on area of responsibility and needs. Commended by IT on ability to troubleshoot common issues. Responsible for invoice data entry and vendor check writing. Maintain vendor, TM, Training, and payroll databases. Serve as GM in absence. Manage online tools and systems: HR Payroll, Vendor Management, AR/AP, Collected Sales, Training and templates; design and development, training tracking, System access tools and systems. · Complimented by Chief Executive Officer for effectively modeling Create Raving Fans Strategy through RFS, 2MS, and Making Emotional Connections and requesting leadership team "Sync up" the area Market through training.  · Commended by Business Consultant for Operational Readiness for Grand Opening.· Complimented for efforts and leadership on multiple implementations and tests.

ACG Texas IHOP LP IHOP   Assistant Store Manager                  Frisco, TexasResposible for personnel files and data entry for HR/Payroll systems. Store was chosen as one of five regional pilot locations for adoption of new online based business platform, ROSnet. After initial pilot phase, chosen as area contact for systems based on knowledge level and ability to train others on new systems.  Commended by IT for ability to troubleshoot common issues. Served as GM in absence. Responsible for personnel onboarding to exit, daily restaurant operations: Quality of food, customer experience, speed of service, store cleanliness, financial accountability and team morale. Assisted with end of week inventories, reports, invoicing, P&L reconciliation, and preparation for following week. Resposible for personnel strength: recruiting, interviewing, and hiring of team members. Oversee incoming Voice of the Guest recognition, or areas of growth. Supported the opening of new location. Assisted the General Training Manager with development of new managers for area and initial restaurant training for regional and franchisee support center staff.· Developed cash accountability spreadsheet used by many of Dallas Area locations.· First Manager in Training to pass exit SOP exam with 100%

Niel Brown, Chick-fil-A   Manager/Unit Training Manager               Allen, TexasMaintained training files and developed training programs for TM's and leaders based on the needs of store. Served as GM in absence. Ensured vision focus daily. Created and maintained positive, safe work environment engaging head, heart, and hands of team members, held team members accountable to policies and procedures. built strong relationships with team members, invested personally and professionally while working to develop life skills, job skills, and social skills. Maintained healthy bottom line by putting systems in place. Maintained successful retention of valued guests coaching on LAST model and overseeing incoming CAREs. Responsible for identifying opportunities and directing efforts using Plan, Do, Check, Act model. Assisted with succession planning continually working with current and future leaders growing others ensuring business had depth. Developed, fine tuned, and implemented necessary processes and systems assisting leaders and team members in daily efforts. Assisted with routine equipment and facilities maintenance..

Kohl's Department Store Department Supervisor                                Plano, TexasDepartment Supervisor (shoes)/Point of Sales SupervisorResponsible for keeping department up-to-date with corporate planograms.  Managed merchandising and accurate pricing of department. Responsible for minimizing retail shortages. Closed and counted down all registers at close of business. Performed midday pulls for safety and security of team. Served following roles during tenure: Freight, Point of Sales (POS), Back-Wall, Shoe, and Customer Service.