Julio C Hidalgo Duque

• Team Management: Efficiently manage and lead helpdesk staff and field technicians, ensuring optimal performance and adherence to organizational goals.
  
• Scheduling and Rotations: Develop and maintain intricate schedules and rotations to guarantee round-the-clock coverage for prompt issue resolution and support.
  
• Escalation Management: Implement strategic escalation procedures internally and for vendors to swiftly address and resolve complex technical issues, build a relation between vendors, maintaining high levels of customer satisfaction.
  
• Reports and SLA Compliance: Generate and analyze reports to assess team performance, while closely monitoring Service Level Agreements (SLAs) to ensure timely issue resolution.
  
• Project Management: Spearhead projects for new restaurant installations, coordinating with cross-functional teams to seamlessly integrate technology solutions into Popeyes, Burger King, and Taco Bell restaurants.
  
• POS Systems Expertise: Demonstrate extensive experience in managing and optimizing POS systems, ensuring their reliability and functionality, particularly within unique operational environments of Popeyes, Burger King, and Taco Bell.
  
• Networking Oversight: Supervise restaurant networking infrastructure to guarantee robust connectivity and data integrity.
  
• Order Management: Effectively manage new orders, overseeing entire process from initiation to completion, ensuring timely delivery and implementation of POS systems and networking equipment.
  
• Asset and Inventory Control: Implement robust asset control processes, meticulously managing and tracking IT assets and inventory, including POS systems and networking equipment, to optimize resource utilization.

In summary, my role encompasses comprehensive oversight of the IT support infrastructure, with specialized expertise in POS systems and networking, particularly within Popeyes, Burger King, and Taco Bell restaurants in the fast-paced and demanding restaurant industry.

• Oversaw IT Support Department operations and training.
• Manage L1/L2/L3 tickets, ensuring proper escalation handling and prioritization using established processes and tools.
• Coordinate dispatches and schedules of technicians, ensuring efficient assignment of tasks and prioritization based on urgency and resource availability, utilizing standardized processes and tools.
• Updated customers and senior leaders on progress and roadblocks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Evaluated employee performance and coached and trained to improve weak areas.
• Monitored workflow to improve employee time management and increase productivity.
• Handled customer complaints, resolved issues, and adjusted procedures to meet changing needs.
• Achieved results by working with staff to meet established targets.
• Generated reports detailing findings and recommendations.

• Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
• Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, laptops, tablets, etc.
• Reduced support tickets through proactive maintenance of hardware, software, and systems.
• Installed and configured operating systems and applications.
• Diagnosed and troubleshot hardware, software, and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Researched and identified solutions to technical problems.
• Configured and tested new software and hardware.
• Tested new software and hardware prior to deployment.
• Consistently met or exceeded performance metrics for response times, problem resolution, and customer satisfaction ratings.
• Contributed towards achieving company-wide goals, such as increased efficiency and improved customer experience.
• Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
• Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
• Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.
• Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
• Kept critical systems functional during peak business hours by performing scheduled maintenance tasks outside regular working hours.

Programs and Services (PHP Storm, Dreamweaver, Photoshop, Apache, Git, FileZilla, G Suite and Apps, Slack, Hangouts, Webex, Assembla, Bitbucket)

• Ecommerce (Magento 1 & 2)
• HTML, HTML5, CSS, CSS3
• Search Engine Optimization (SEO)
• Debugging Programs (PHP Storm, Dreamweaver)
• Virtualization (VM Ware)
• Linux Server Commands
• Secure Infrastructure
• Data Base
• Domain Configure
• Secure Backups for Secure Restore
• Making Decision
• Problem Solving
• Project Management Skills (Task management, prioritization, delegation, task separation, scheduling, risk management, scrum)
• UX and Performance Testing
• Researched and implemented site management platforms such as Product or Service, choosing solutions best suited to unique client needs.
• Developed optimal full-stack content for sites during code review meetings.
• Incorporated SEO techniques to verify maximal site exposure to search engine robots and crawlers.
• Tested and debugged site updates and prevented functional flaws from impacting public visitors.

Programs and Services (PHP Storm, Dreamweaver, Photoshop, Apache, Git, FileZilla, G Suite and Apps, Slack, Hangouts, Webex, Assembla, Bitbucket).

• Ecommerce (Magento 1 & 2, Wordpress)
• HTML, HTML5, CSS, CSS3
• Search Engine Optimization (SEO)
• Virtualization (VM Ware)
• Linux Server Commands
• Secure Infrastructure
• Data Base
• Domain Configure
• Secure Backups for Secure Restore
• Making Decision
• Problem Solving
• Project Management Skills (Task management, prioritization, delegation, task separation, scheduling, risk management, scrum)
• UX and Performance Testing
• Led team of Number developers in analysis and rebuild of software from conception through implementation.
• Monitored resource allocation, budget development and personnel recruitment for multiple Type projects.
• Worked with internal and external businesses and led cross-functional teams to develop intricate business plans.
• Managed new employee orientation training process for more than Number employees each year.
• Partnered with business teams and IT personnel to align project goals with business strategy and define project milestones.

• Wordpress
• HTML, HTML5, CSS, CSS3
• Search Engine Optimization (SEO)
• Debugging Programs (PHP Storm, Dreamweaver)
• Data Base
• Domain Configuration
• Secure Backups for Secure Restore
• UX and Performance Testing
• Provided front-end website development using WordPress, Hubspot and other editing software.
• Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX and JSON coding.
• Generated web hosting presence to accommodate specified needs and maintain files on account.
• Coded websites using HTML, CSS, JavaScript and jQuery languages.

Hardware Update(Hard drive, CPU, Network Card, Video Card, Motherboard, Memory Ram)

• Operating Systems. Microsoft Windows, macOS, Linux.
• Router and Network Configuration
• TCI/IP
• DNS
• DHCP
• WAN/LAN
• Software Update
• Printer Installations
• Troubleshooting
• Google Drive
• Slack
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Researched product and issue resolution tactics to address customer concerns.
• Provided documentation on troubleshooting of technical processes to support desk staff.

Hardware Update (Hard drive, CPU, Network Card, Video Card, Motherboard, Memory Ram)

• Operating Systems
• Router and Network Configuration
• TCI/IP
• DNS
• DHCP
• WAN/LAN
• Software Update
• Printer Installations
• Troubleshooting
• Google Drive
• Slack