Denisse Esparza Chavez

• Provide first-line and on-site technical support across campuses and offices for desktops, laptops, tablets, printers, and classroom technologies.
• Troubleshoot and resolve software, hardware, and connectivity issues including imaging, deployments, system updates, and device reconfiguration.
• Support networking and wireless connectivity.
• Participate in refresh cycles, equipment deployments, and decommissioning of outdated devices; document work in the ticketing and inventory systems.
• Collaborate with Tier 2/3 teams to escalate complex issues, gather diagnostic information, and streamline troubleshooting for quicker restoration.
• Deployed to campuses to re-image student laptops at scale to ensure 1:1 readiness and minimize instructional downtime; validated post‑image functionality with end users and campus leads.
• Created numerous step‑by‑step 'How‑To' guides and knowledge‑base documentation to improve end‑user self‑service and reduce repeat tickets.
• Demonstrated natural leadership by guiding peers on troubleshooting approaches, sharing best practices, and assisting supervisors with team coordination.

Key Achievements:

• Maintained a 90%+ customer service rating based on post‑ticket surveys and user feedback.
• Achieved the highest ticket closure volume on the team while consistently meeting or exceeding SLA timelines.
• Imaged and deployed 1,000+ laptops districtwide for staff and students within project timelines.
• Sustained a consistent ticket closure rate over time through proactive follow‑ups and knowledge‑base contributions.
• Recognized for professionalism and ability to explain technical issues in user‑friendly terms to non‑technical staff.

• Supported branch operations and provided first‑line assistance for teller workstation issues (sign‑on problems, application errors, cash recycler connectivity) with timely vendor escalation when needed.
• Assisted teammates with navigation of banking applications and Microsoft Office; coached on basic troubleshooting (reboots, peripheral checks, user permission resets).
• Executed cash handling, dual‑control procedures, and end‑of‑day balancing with audit‑ready documentation and exception reporting.
• Monitored operational KPIs such as wait times and balancing accuracy during peak hours; adjusted queueing and task assignments to maintain service levels.
• Participated in fraud‑prevention practices (ID verification, transaction flags) and followed information security guidelines for customer data privacy.

• Led structured new-hire onboarding and shift-based coaching covering front-of-house SOPs, sequence of service, food safety, and guest experience standards.
• Trained staff on POS system operations (order entry, modifiers, split checks, discounts/voids, payment processing, cash drawers), reducing transaction errors and table turn time.
• Conducted live floor training on order taking and accuracy, upselling, timing and coursing, and escalation protocols; facilitated mock scenarios to ensure readiness before solo shifts.
• Created quick-reference guides and checklists for opening/closing, side work, and daily prep; reinforced adherence through spot checks and feedback.
• Collaborated with shift leads on labor control and daily reporting (sales, comps/voids, tip compliance), aligning staffing with forecast and service levels.
• Monitored trainee KPIs (order accuracy, guest satisfaction, ticket time) and provided targeted coaching plans that improved consistency and service quality.
• Served as the go-to resource for POS troubleshooting (printer pairing, menu updates, reboots), coordinating timely vendor/manager escalation when needed.
• Used slow periods to restock supplies, ice, trays, and delivery bags.
• Resolved customer complaints promptly and professionally to maintain positive reputation.
• Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
• Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.

• Led day-to-day operations for a high-volume location; supervised 50+ team members across multiple shifts (hiring, onboarding, training, coaching, and scheduling).
• Owned labor planning, timekeeping approvals, and shift coverage; balanced staffing against sales forecasts to meet labor % targets without sacrificing service quality.
• Managed cash handling, deposits, and variance investigations; maintained audit-ready documentation and adherence to company policies.
• Monitored and improved key performance indicators (speed of service, order accuracy, customer satisfaction, and food safety compliance).
• Implemented training plans and performance improvement coaching; reduced turnover by building a positive, accountable team culture.
• Coordinated vendor deliveries, inventory counts, and waste reduction; tracked costs (COGS) and shrink, and adjusted ordering to meet demand.
• Enforced health, safety, and sanitation standards; conducted incident response and root-cause analysis for safety/compliance events.
• Authored and enforced shift SOPs, opening/closing checklists, and incident logs; ensured clean handoffs and continuity between shifts.
• Provided first‑level technical support for POS terminals, receipt/label printers, networked back‑office PCs, and CCTV; performed basic troubleshooting and vendor escalation.
• Used Microsoft Excel/Office to track schedules, inventory, KPIs, and training completion; produced weekly reports for leadership.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Accomplished multiple tasks within established timeframes.
• Maximized performance by monitoring daily activities and mentoring team members.
• Developed and maintained relationships with customers and suppliers through account development.
• Cross-trained existing employees to maximize team agility and performance.
• Controlled costs to keep business operating within budget and increase profits.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Provided customer service, floor assistance, and inventory support during peak business periods.