Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Gabriel Freeman

Statham,GA

Summary

Experienced IT Support Specialist with a strong background in system administration, user support, and Active Directory management. Skilled at resolving technical issues, improving IT workflows, and supporting tools such as Windows 365, FreshService, and Office 365. Known for producing clear documentation, collaborating cross functionally, and streamlining access management processes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Support Specialist

Franchise Fuel
08.2023 - Current
  • Managed Windows 365 and Active Directory for 100+ users, enhancing security and streamlining access control.
  • Developed training documentation for system processes across FreshService, QuickBooks Online, and Sage Intacct.
  • Conducted the company’s first comprehensive internal software audit, reducing costs by eliminating redundant licenses and platforms.
  • Collaborated cross-functionally to define system integration requirements and design accurate data solutions.
  • Acted as the primary escalation point for technical issues beyond Level 1 support.
  • Supported the design and maintenance of the company’s first SQL database, managing data for clients, service locations, automation endpoints, and ownership metrics.

RESTAURANT SYSTEMS ADMINISTRATOR II

ZAX LLC
02.2022 - 07.2023
  • Administered and supported restaurant systems including QSR Automations, PAR Brink, Micros3700, OLO, and CrunchTime across 900+ locations.
  • Managed user accounts, roles, and access controls, ensuring secure application use and regulatory compliance.
  • Collaborated with vendors, operations teams, and the help desk to troubleshoot and resolve critical system issues.
  • Acted as the escalation point beyond Levels 1–3 support, escalating unresolved technical issues to internal developers or external vendors as needed.
  • Coordinated with project stakeholders to support the deployment, testing, and maintenance of both hardware and software systems.

SYSTEMS ANALYST III

ZAX LLC
10.2019 - 02.2022
  • Investigated and resolved escalated technical issues beyond Tier 1 and Tier 2 support, ensuring minimal downtime and improved end-user satisfaction.
  • Created and maintained detailed documentation of recurring issues and resolutions, contributing to an internal knowledge base for IT technicians.
  • Delivered one-on-one and group training sessions to end users, improving adoption of new systems and reducing support tickets.
  • Collaborated cross-functionally to identify issues and implement long-term solutions.

Skills

  • Active Directory, Windows 365, Office 365, Group Policy
  • FreshService, RDP, VPN, RMM
  • SQL Database Support, QuickBooks Online, Sage Intacct
  • Power Automate, C# (Basic)
  • Support, Documentation & End-User Training

Certification

PAR Certified Professional - Par/Brink - August 2023


Foundational C# - Microsoft Learning - In progress

Timeline

Support Specialist

Franchise Fuel
08.2023 - Current

RESTAURANT SYSTEMS ADMINISTRATOR II

ZAX LLC
02.2022 - 07.2023

SYSTEMS ANALYST III

ZAX LLC
10.2019 - 02.2022

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Gabriel Freeman