Resolved 1,800+ technical service tickets, specializing in troubleshooting proprietary software and hardware systems for diverse clients, including leading fast-food franchises.Collaborated with external vendors, such as firewall providers and payment processors, to resolve complex network and payment system issues efficiently.Maintained top contributor status in internal documentation, authoring and updating procedural guides aligned with Knowledge-Centered Service (KCS) standards.Provided expert-level support to team members through internal communication tools, fostering quick problem resolution and knowledge sharing.Excelled in Windows troubleshooting, addressing software, system, and desktop support issues to ensure seamless operations.Delivered superior customer service through prompt, professional resolution of technical inquiries via phone and email, achieving high customer satisfaction rates.Led training sessions for over 30 new hires, equipping them with the technical knowledge and skills necessary for success.Acted as an escalation point for resolving complex technical issues, ensuring timely and accurate solutions.Demonstrated expertise in customer service, networking, regulatory compliance, analytical troubleshooting, technical documentation, and point-of-sale system management.

Conducted comprehensive security audits on firewalls, Microsoft 365 tenants, and password databases, leading to the formulation and implementation of improved security policies.Executed quality assurance tests on the Mobile Device Management (MDM) platform, successfully deploying 30 laptops under tight deadlines, inspecting devices for misconfigurations, and providing actionable feedback to the development team.Configured and administered FortiGate and Checkpoint firewalls, enhancing network security and operational efficiency.Delivered Level 1 Desktop Support, resolving issues related to network connectivity, Microsoft products, security awareness training, specialized applications, and user onboarding/offboarding. Escalated cases promptly to meet SLA requirements.Revamped and authored extensive internal playbooks and technical documentation, streamlining team workflows and enhancing knowledge sharing.Performed on-site tasks including desktop configurations, network troubleshooting, data recovery, VOIP system integration, and hardware repairs.Acted as a first responder for security incidents, performing event detection, analysis, and response to mitigate risks.Trained users to recognize phishing emails and promoted security awareness.Advised clients on security best practices, ensuring compliance with HIPAA and other regulatory standards.Automated routine service tasks using PowerShell and batch scripts for automating tasks such as network share mapping and software deployment.Analyzed and responded to threat alerts from network traffic, Endpoint Detection and Response (EDR) systems, and cloud applications, contributing to a secure IT environment.

Distinguished track record as a General Manager, leading comprehensive store operations with a focus on excellence:- Held overall responsibility for store management, successfully overseeing all facets including stock maintenance and meticulous FIFO rotation to optimize inventory efficiency.- Exemplified an unwavering commitment to upholding stringent food safety procedures, guaranteeing a secure and hygienic environment for both customers and staff.- Played a pivotal role as the primary point of escalation for customer service matters, ensuring seamless conflict resolution and consistently enhancing customer satisfaction levels.- Undertook a dual role as the key kitchen chef, skillfully managing culinary operations to deliver top-tier dishes and maintain the culinary reputation of the establishment.- Demonstrated exceptional adaptability and versatility by fulfilling various roles within the restaurant, exemplifying a hands-on approach to leadership.- Successfully managed employee scheduling, prioritizing the provision of well-deserved breaks while ensuring operational continuity.- Assumed a comprehensive range of responsibilities, effortlessly transitioning between diverse restaurant roles as necessitated by the dynamic operational demands.- Displayed exceptional commitment to employee development by providing comprehensive training to all team members, most of whom joined with little to no prior experience.- Effectively bridged the experience gap, equipping team members with the necessary skills to excel in their respective roles and contribute to the overall success of the restaurant.

Provided expert freelance IT consulting services to both residential and commercial clients, specializing in the following areas:Facilitated seamless transitions by conducting new PC and laptop setups, including efficient data migration.Delivered comprehensive assistance with Microsoft products and offered general software support to optimize user experiences.Extended adept Home and Business Desktop Support services, catering to both Windows and MacOS environments.Demonstrated proficiency in diagnosing hardware issues and executing necessary replacements, ensuring optimal system functionality.Successfully executed the implementation of ethernet cabling and switches, enhancing network performance and connectivity for clients.

Highlights of my role as a dedicated food service employee:Proficiently managed customer orders using a Point of Sale (POS) system, ensuring accuracy and timely processing.Skillfully dispensed beverages to patrons, contributing to a positive dining experience.Maintained precise record-keeping of food orders and efficiently delivered them to customers, enhancing service efficiency.Prioritized the cleanliness and hygiene of the work environment, including meticulous sanitization of all surfaces in the restaurant's kitchen and dining area.Consistently adhered to rigorous food safety protocols, promoting a safe dining environment for all patrons.Demonstrated a strong commitment to exceptional customer service, promptly addressing inquiries and concerns, and escalating matters to management when necessary.Prepared numerous food orders with efficiency, accuracy, and unwavering attention to safety guidelines.Thrived in a fast-paced setting through effective teamwork, fostering open communication and collaboration among colleagues.