John-Ross Custodio

• Providing remote hardware installation and troubleshooting support to associates and technicians for over 2,000 Five Below stores nationwide, reducing on-site escalations and downtime.
• Managing progress tracking, and maintaining detailed status reports and checkpoints for new store openings and remodel projects, ensuring on-schedule completions.
• Analyzing recurring hardware and process issues, identifying root causes, and implementing corrective actions to prevent repeat incidents.

• Oversaw access management in Active Directory and JIRA, directing role-based provisioning for external clients, and enhancing onboarding efficiency through strategic access control.
• Assisted with server monitoring and issue resolution efforts to ensure high availability, applying strategic troubleshooting to minimize downtime.
• Partnered with cross-functional teams to optimize application performance and user experience, driving a measurable reduction in support incidents.

• Delivered attentive technical support to internal, external, and offshore employees across multiple applications, using Active Directory and Okta to manage user accounts and access with professionalism and empathy, ensuring a seamless support experience.
• Installed, troubleshot, and maintained hardware and software systems while clearly communicating solutions to non-technical users, building trust, and reducing downtime across departments.
• Created, organized, and documented detailed support tickets with a focus on responsiveness and follow-through, promoting timely resolutions, and maintaining high user satisfaction.

Server

• Built rapport with guests, and delivered exceptional hospitality, ensuring a positive dining experience.
• Collaborated with teammates to manage and execute high-maintenance, or high-volume, situations efficiently.

Food Runner / Food Runner Trainer

• Communicated food orders accurately with chefs, paying close attention to food allergies and dietary restrictions, to guarantee timely and precise service.
• Trained and mentored new or current team members, streamlining the onboarding process and upholding service standards during peak operations.

Busser / Busser Trainer

• Ensured the restaurant was clean, properly set, and meticulously detailed before service to maintain a professional dining atmosphere.
• Upheld sanitation and safety standards, contributing to a safe and compliant work environment.
• Supported training initiatives for new bussers to ensure consistency in service quality and operational readiness.