• Manage a remote Help Desk support team of 4 members, servicing 95 locations, 7 remote Area Directors, and 60+ users from our corporate office.• Conduct continuous operational analysis, implementing procedural adjustments and optimizing equipment to ensure the highest availability of IT resources across the organization.• Project-manage the timely and budget-conscious installation of all new store locations.• Manage IT vendors in the delivery of support, services, and hardware throughout the ITinfrastructure.• Lead the successful migration to a new POS system for all store locations, overseeing installations, testing, training, and deployment.• Spearheaded the migration to a new Help Desk ticketing system, including regression testing, data migration, training, and deployment.• Drove a Data/VoIP phone conversion project across all locations in collaboration with multipleteams and service providers.• Lead the conversion to a new payment system for all store locations, including managing,staging, testing and facilitating deployment and training to the field.• Directed the development of a customer-facing Knowledgebase and internal SOP database, streamlining support procedures and significantly reducing ticket times.• Successfully lead the restoration of a Corporate Point of Sale lab environment, collaborating across departments to establish testing and rollout procedures for new retail items.

• Successfully project-managed the design and installation of 5 new store locations, ensuring on-time delivery and staying within budget.• Implemented crucial project management guidelines within the department to enhance efficiency in meeting timelines, budgets, and objectives.• Led the development of a customer-facing Knowledgebase and internal SOP database, optimizing support methods and procedures, resulting in a significant reduction in ticket times.• Achieved a 60% decrease in recurring issues by revitalizing Help Desk operations, enforcing ITIL standards, and implementing effective escalation models to improve responsiveness and adherence to SLA terms.• Spearheaded the restoration of a Corporate Point of Sale lab environment, collaborating across departments to establish testing and rollout procedures for new menu and retail items.• Managed a Help Desk support team servicing 18 locations, 3 remote Area Directors, and 40+ users from our corporate office.• Oversaw the support operation of POS systems, including Servers, Kitchen Display Systems, and other restaurant technical equipment.

• Managed a team providing direct support to 400+ users in the field, 10 remote Area Directors, and 40+ users in the corporate office.• Successfully led the migration of 300 users from Microsoft Exchange 2008 to the Microsoft Exchange 2012 platform, ensuring data integrity, software installation, configuration, and comprehensive training.• Authored and designed a user-friendly Help Desk FAQ and Knowledgebase for field-facing support, resulting in a 50% reduction in Help Desk ticket requests.• Managed WSUS, overseeing the distribution of updates, patches, and hotfixes for Windows products across the business, ensuring system integrity and security.• Project-managed the conversion of Windows XP to Windows 7 for all POS Servers and Manager PCs at 67 locations. This included meticulous documentation, machine preparation, data migration, decommissioning existing equipment, and on-site implementation of the conversion.

• Established all Information Technology systems for the company's start-up, implementing a Help Desk trouble ticket system, configuring domain users and their permissions, handling equipment procurement, and setting up vendor accounts.• Initiated IT systems for the company's launch, including service contracts, vendor agreements, and the acquisition of office equipment and capital assets.• Managed and supervised all facility contractors and maintenance department staff.