Anthony The

• Assist technicians with hardware installations of registers, DMBs, TKDS's and Next Generation servers.
• Accurately logged each customer encounter in the ServiceNow ticketing software and followed up on existing open tickets.
• Addressed customer concerns via phone, chat and email, and determined when to escalate issues to specialist teams/team members.
• Performed CRUD operations in MSSQL and SQLite Studio to resolve issues within databases.
• Resolved performance-related issues using CLI, performing replications/recoveries, and replacing corrupt files.
• Troubleshot LAN/WAN setup for all restaurant devices and dispatched new equipment as needed.

In addition to the responsibilities of a help desk analyst:

• Researched and identified solutions to escalated issues/tickets, or further escalated the issue to the appropriate team.
• Routinely floor monitored the help desk, in which the main responsibility was to assist other analysts with their on-call issues and tickets to effectively and efficiently assist customers.
• Worked with supervisors to resolve email escalations from franchise level customers on higher priority issues.
• Coached analysts on proper procedure and provided constructive feedback when it was appropriate.
• Identified trends in calls/issues, created PRB tickets to track the impact and resolution steps, and coordinated with the appropriate teams to implement fixes.
• Used Docker, and PuTTY/MobaXTerm to troubleshoot and resolve a range of issues with containers and the servers they run on.
• Identified new issues, performed root cause analysis, and created knowledge base articles for the entire help desk.