·Managed and resolved intricate technical issues as a trusted point of contact for Level 3 support escalations.·Engineered automated solutions for software updates and rollouts using PowerShell scripts through CMC and Ivanti Management Console, resulting in streamlined operations and reduced manual intervention.·Designed and implemented server, terminal, and handheld images to enhance system performance and user experience.·Collaborated with cross-functional teams to coordinate and successfully roll out software updates and new applications.

· Remote and onsite Support Engineer for New Restaurant Openings (NROs) and 60+ Franchise Conversions.· Built, tested, and implemented automated software installs using PowerShell and Microsoft System Center (SCCM) for over 1200 restaurant servers.· Provided a 2nd Level support for projects in Alpha and beta phase.· Automated over 10 resolutions from our knowledge base for known issues via PowerShell to bring down ETR or eliminate issue completely.· Created technical documentation to support new software and hardware technologies to the 1st and 2nd level support teams.

· Trained and provided professional devolvement for over 6 new analysts· Point of contact for IT 911 escalations from above restaurant leadership including Directors and VPs· Automated the Kitchen Display System installation by developing a script via PowerShell which resulted in bringing down ETR from 2 hours to 8 minutes.· Reviewed and advised escalations before engaging Level 2 Support· Led URE project to correct RMAs and update inventory on POS and KDS devices across the entire brand.

• Provide technical assistance to restaurant and corporate customers, vendors, service providers with the following: critical system failure, hardware or software issues, general questions and clarification on operational procedures.• Schedule and follow-up of service with vendors; provide hardware, network, and peripheral device installation and troubleshooting.• Provide one-on-one training for specific functions with their personal computer including support for in-house developed and third party applications. · Handle 30-40 inbound and outbound calls per shift and provided resolutions to a minimum of 40 incidents a day.• Documented solutions in the company’s knowledge base

• Aided other sales advocates in meeting their goals, while staying on top of my personal goals• Trained and advised new or current sales advocates

• Had the responsibility of making sure customers’ needs were always understood and provided with a personalized solution.• Assigned with the task of meeting company sales goals month over month