Brianna nogueras
Davenport,FL
Summary
Dynamic Service Desk Specialist with Darden Corporation, adept at Hardware troubleshooting and delivering exceptional customer service. Enhanced first-call resolution rates through effective problem-solving and collaboration. Proven track record in incident management and vendor coordination, consistently exceeding SLA targets while fostering team development and supporting restaurant's
Overview
9
9
years of professional experience
Work History
Service Desk Specialist
Darden Corporation
08.2023 - Current
- Providing technical support for hardware and software issues, ensuring efficient resolution for restaurants.
- Managing ticketing system to track user requests, enhancing response times and service delivery.
- Collaborated with cross-functional teams to streamline troubleshooting processes and improve restaurant satisfaction.
- Conducted training sessions for new staff on service desk protocols and best practices, fostering team development.
- Established strong rapport with restaurants by consistently providing timely updates on ticket status and expected timeframes for issue resolution.
- Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.
- Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guide for Managers.
- Emphasized continuous improvement by providing constructive feedback to team members and encouraging ongoing learning opportunities.
- Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities.
- Engaged in restaurant support interactions via telephone, chat and email platforms.
- Identified system hardware, network infrastructure, and connectivity issues.
- Coordinated procurement and timely delivery of iPads for multiple restaurant locations, ensuring accuracy in equipment specifications and order fulfillment.
Bar Supervisor
Drury Inn & Suites
12.2021 - 08.2023
- Supervised daily bar operations, ensuring compliance with health and safety regulations.
- Managed scheduling to optimize staff coverage during peak hours and special events.
- Worked with distributors to add new products to bar menu.
- Conducted regular staff performance evaluations, providing feedback for continuous improvement.
- Resolved customer complaints effectively, maintaining high satisfaction levels in service delivery.
- Managed nightly closing duties including reconciling cash registers and preparing deposits while maintaining strict security measures.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Improved team morale by providing ongoing support, training, and opportunities for professional growth.
Food Service Professional
Darden Restaurants Inc
06.2018 - 06.2020
- Delivered exceptional customer service, resolving issues and enhancing client satisfaction.
- Mentored junior staff, fostering a culture of continuous improvement and knowledge sharing
- Led team meetings focused on performance improvement initiatives and staff engagement strategies.
- Assisted management with inventory tracking and ordering processes, minimizing stock shortages or overages.
- Trained new hires in proper food handling techniques and company policies, fostering a culture of excellence within the team.
- Handled customer complaints with professionalism and empathy, resolving issues quickly to ensure satisfaction and maintain the establishment''s reputation.
- Coordinated catering orders effectively, working closely with clients to accommodate their specific needs and desires while adhering to budget constraints.
- Handled cash transactions and point-of-sale operations to assist dining room staff during busy service periods.
Bar Supervisor
On The Border
02.2017 - 05.2018
- Trained and mentored junior staff on beverage preparation and customer service standards.
- Increased staff productivity through effective scheduling, task delegation, and performance monitoring.
- Ensured compliance with local health and safety regulations by conducting regular inspections and addressing issues promptly.
- Coordinated private events within budget constraints while delivering exceptional service tailored to client needs.
- Scheduled bands, singers and musicians for live music nights.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Created new recipes, outlined steps, and training staff on correct preparation.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
Education
No Degree - Networking & CyberSecurity
Valencia College
Orlando, FL12-2025
Skills
- Network troubleshooting
- Incident management
- Vendor coordination
- Hardware support
- Remote support
- Guest communication
- Coaching and mentoring
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Service Desk Specialist
Darden Corporation
08.2023 - Current
Bar Supervisor
Drury Inn & Suites
12.2021 - 08.2023
Food Service Professional
Darden Restaurants Inc
06.2018 - 06.2020
Bar Supervisor
On The Border
02.2017 - 05.2018
No Degree - Networking & CyberSecurity
Valencia College
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