➤L3 Technical support lead➤Supported HW, SW, LAN and limited WAN for Chick-Fil-A, Dunkin' Donuts, Firehouse Subs, Five Guys, Church's Chicken and Popeyes.➤ Received numerous accolades from clients, commending exceptional professionalism in addressing their concerns and delivering effective issue resolutions.➤ Diagnosed and resolved intricate network infrastructure issues, minimizing service disruptions for key clients.➤ Oversaw and executed incident response plans, reducing downtime and enhancing customer satisfaction.➤ Authored technical documentation to empower staff and clients in issue resolution.➤ Payments SME(credit,debit, gift, loyalty)➤Collaborated with internal departments on continuous customer experience improvements.➤Trained internal co-workers and external client helpdesks on best troubleshooting practices.➤ Regulated restaurant POS issues for QSR remotely from escalation to development/dispatched technicians, documented solutions, and facilitated online ordering, curbside pickup, and menu modifications.➤ Received 3 Client Service Team awards, while leading a team of 8 technicians in the replacement of 1500 Windows XP back-office servers for Dunkin' Donuts, ensuring the project's timely completion.➤ Crafted interactive hands-on labs, resulting in a 50% reduction in new hire training ramp-up time, and bolstering self-assuredness while promoting independent issue resolution.➤ Ensured Payment Card Industry (PCI) compliance with Point of Sale (POS) software to safeguard credit card information during transactions, and orchestrated the transition from local server (LAN) data storage to a SaaS/Cloud-based system, improving data security and accessibility.➤ Conducted quality assurance (QA) testing for new software releases, collaborated on data loss mitigation and ensured alignment with Payment Card Industry (PCI) standards through scrutiny of report submissions and active participation in industry-standard meetings.

➤L1 and L2 support for PCS(petroleum/Convenient Stores) and QSR clients➤ Received numerous accolades from clients, commending exceptional professionalism in addressing their concerns and delivering effective issue resolutions.➤ Diagnosed and resolved intricate network infrastructure issues, minimizing service disruptions for key clients.➤ Oversaw and executed incident response plans, reducing downtime and enhancing customer satisfaction.➤ Authored technical documentation to empower staff and clients in issue resolution.