Joel Loach
Fairfax,VA
Summary
Customer-focused professional transitioning into IT support, leveraging over 5 years of service experience and a newly earned CompTIA A+ certification. Currently pursuing an associate degree in Cybersecurity, with hands-on training in troubleshooting, networking, and system administration.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Server Shift Leader
First Watch Daytime Cafe
Fairfax, USA
03.2020 - Current
- Delivered quality customer service to approximately 700 customers daily, resolving 90% of complaints.
- Oversaw full shifts and completed end-of-day procedures as backup manager, ensuring smooth operations.
- Trained Managers In-Training and staff on front of house procedures to enhance operational efficiency.
- Coordinated team schedules to optimize staffing levels and enhance service efficiency.
- Fostered teamwork among 32 employees, facilitating positive interactions between servers and customers to enhance service quality.
- Assisted new Assistant Managers and Managers In-Training with point of sale procedures and system operations.
- Processed payments accurately using point-of-sale system for efficient transactions.
- Performed opening and closing duties such as counting money, cleaning equipment, stocking shelves.
- Resolved conflicts between customers and employees promptly, adhering to company guidelines for effective dispute resolution.
Server
First Watch Daytime Cafe
Fairfax, Virginia
06.2018 - 03.2020
- Delivered exceptional customer service in high-pressure dining environment, enhancing guest experience.
- Provided exceptional service to high volume of daily customers.
- Addressed customer complaints swiftly, promoting satisfaction and loyalty during dining experiences.
- Collaborated with kitchen staff to accommodate special dietary requests.
- Assisted in training new servers on restaurant procedures and customer interaction.
- Maintained cleanliness and organization of dining area throughout shifts.
- Executed accurate payment processing using point-of-sale system, ensuring smooth and efficient transactions.
- Processed cash and card payments accurately at register. accurately while following company procedures for handling cash payments.
- Operated POS terminals to input orders, split bills, and calculate totals.
Education
A.A.S. - Cybersecurity
Northern Virginia Community College
Annandale, VA01.2026
Skills
- Windows 10 and 11
- MacOS
- Hardware troubleshooting
- Networking protocols
- Microsoft Office Suite
Certification
- CompTIA A+, 09/25
- CompTIA Network+, 12/25
Timeline
Server Shift Leader
First Watch Daytime Cafe
03.2020 - Current
Server
First Watch Daytime Cafe
06.2018 - 03.2020
A.A.S. - Cybersecurity
Northern Virginia Community College