Melody P Email & Phone Number

Atlanta, Georgia, Us

• Manage IT assets for a workforce of 1,400 employees, ensuring non-stop user support via service manager tickets, walk-ins, and phonecalls.• Implemented inventory system which yielded $100k+ in hardwaresavings company-wide.• Reduced ticket resolution time by 30%, resulting in higher customersatisfaction scores.• Handle a workload of over 500 IT support tickets per month withoutbacklog.• Microsoft 365 experience installing applications, and troubleshooting issues.• Utilize Active Directory, executing password resets,onboarding/off-boarding, moving laptops to proper OU's.• Experience with Okta SSO authentication troubleshooting andpassword resetting.• Utilize Microsoft Azure for onboarding, off-boarding, and NetSuiteaccess.• Printer experience connecting users, adding to the network, andtroubleshooting printer related issues.• Mac and JAMF experience for executives.• Imaging Windows and Mac laptops• Jira for onboarding, off-boarding, and access to Confluence andother tools.

Atlanta, Georgia, Us

• Resolved client and/or merchant technical support issues relating topoint of service (POS) products, such as but not limited to, dial-upcard swipe terminals and standard software-based systems.• Remoted into client and server computers using Log Me In totroubleshoot Windows and software/hardware.• Entered required and additional relevant information into Salesforce,and enter tickets in Jira for the development team, while resolvingcustomer issues.• Improved the internal knowledge base, Confluence, to include newlyimplemented or revised policies, procedures, and regulationsthrough participation in ongoing training.

• Managed staff of 40, including scheduling and overseeing day-to-day operations• Achieved top customer satisfaction ratings (~90%) by motivating employees to create an entertaining environment• Hired, onboarded and trained new employees, including instructing on food safety, customer service standards and operations• Instituted monthly performance reviews to identify issues and increased customer satisfaction ratings from 75% to 85%

Los Angeles, California, Us

• Conducted four new menu rollouts and retrained employees on effective marketing strategies• Managed total restaurant budget averaging $1,000,000• Facilitated intervention in employee conflict resolution, increasing retention by two points• Trained five shift leaders on cost-effective techniques of customer service, resulting in a 2% increase in sales• Performed 25 restaurant audits in compliance with safety and sanitation regulations to ensure the most quick and effective modes of service