Lolita C. Polk
Portillo's Hot Dogs
Joliet,Illinois
4
Certifications
32
years of professional experience
NRO Implementation and Technical Support Specialist bringing 22 years of experience deploying and providing tier 1 to tier 3 technical support. This includes hardware setup, software installation, workstation troubleshooting and troubleshooting network issues in both office and restaurant environments. Experience managing the full project lifecycle for NRO deployments, working with internal and external teams and vendors.
Work History
Lead NRO Implementation Specialist
10 Years 5 Months- Configured point of sale and kitchen display systems to support restaurant openings and system transitions.
- Resolved Windows and network connectivity issues across store locations during implementation activities.
- Supported remote troubleshooting for hardware, printer, and access issues during active rollouts.
- Maintained clear incident documentation and escalation notes for unresolved store technology problems.
- Coordinated restaurant technology deployment tasks with store teams and internal support staff.
- Created knowledge base documentation to support consistent troubleshooting and handoff procedures.
- Verified asset inventory and site readiness before equipment shipment and store activation.
- Assisted store teams with user support during new system rollouts and issue resolution.
- Followed SOP requirements to support consistent setup, testing, and transition activities.
- Tested hardware connections and peripheral performance before final deployment to locations.
- Trained local staff on basic system use and common troubleshooting steps during transitions.
- Tracked open support requests and followed up with stakeholders until issues reached resolution.
- Provided escalation triage for recurring technical problems and routed cases to the appropriate support path.
- Updated menu programming and system settings to match store launch requirements and operational changes.
IT Support and Operations Technician
3 Years 11 Months- Maintain 100% uptime for POS and kitchen systems by monitoring alerts and restarting stalled KDS services.
- Resolve 15-20 support tickets per shift and keep users updated through ticketing systems and established SOPs.
- Respond to email and phone support requests promptly, following established procedures and documenting every issue clearly.
- Follow up on open tickets and unresolved projects, coordinating with the help desk lead on advanced troubleshooting and escalations.
- Configure and reroute kitchen controllers, FOH terminals, and Epson receipt printers to restore store operations quickly.
- Troubleshoot network connectivity issues and coordinate with the phone and internet provider during outages affecting business operations.
- Program menus and maintain Aloha configuration on terminals and registers to support daily restaurant changes.
Technical Support Representative
2 Years- Troubleshot Windows support, VPN login, and network connectivity issues for clients using remote assistance and direct client communication.
- Configured and supported local and network printers while resolving related hardware and printing errors.
- Documented troubleshooting steps and issue details in the ticketing system to support consistent follow-up and escalation triage.
- Referenced Tech Tool articles, documented new procedures, and flagged unclear or missing knowledge base content for updates.
- Educated clients on preventive maintenance, basic troubleshooting, and software upgrades while monitoring Unix and Windows Batch Jobs for failures.
Service Desk Engineer Level II
4 Years- Troubleshot Outlook 2000/2003 email issues in an Exchange environment and resolved related software and hardware problems.
- Logged support calls and documented troubleshooting steps in Service Center tickets with clear incident details.
- Troubleshot LAN/WAN connectivity issues across wired and wireless environments for internal customers.
- Maintained knowledge base articles, corrected unclear reference materials, and documented new procedures for the service desk.
- Supported asset inventory work, trained new phone analysts, and configured DELL workstations and Kronos time clocks at Chicago Public School locations.
Front-end Supervisor
5 Years- Trained, coached, and developed cashiers to strengthen checkout accuracy and day-to-day service performance.
- Managed front-end checkout operations to keep registers running efficiently and support quick customer service.
- Expedited price checks and flagged high-shrink items to support accuracy and reduce loss at the front end.
- Performed front-end and bookkeeping audits at district stores to verify process compliance and spot errors.
- Supported cashier development with reporting tools and quarterly performance reviews to reinforce accountability.
Desk Supervisor
5 Years- Supervised runners supporting trade floor operations and coordinated timely handoffs during active market hours.
- Provided manual phone support for futures trades, clarified customer requests, and cancelled open trades when markets changed.
- Documented cleared trades in a database to support accurate records and end-of-day reconciliation.
- Verified unfilled trades with customers at market close and routed remaining items for next-day trading.
- Supported trade accuracy and customer credit handling by confirming fills and returning completed orders properly.
Education
Applied Network Planning, Administration, and Maintenance Certificate of Completion
Secondary School Certificate
Skills
Windows support
Network connectivity troubleshooting
Printer support
Remote support tools
Ticketing systems
Incident documentation
Escalation triage
Knowledge base documentation
User support
SOP adherence
Remote desktop support
Asset inventory management
Staff training
Point of sale support
Aloha configuration
Kitchen display systems
Menu programming
Hardware troubleshooting
Restaurant technology deployment
Certification
Microsoft Certified Application Specialist for Office Outlook 2007
Timeline
Lead NRO Implementation Specialist
Portillo's Hot Dogs
03.2016 - 08.2026Read More
IT Support and Operations Technician
ERJ Dining
08.2012 - 07.2016Read More
Technical Support Representative
PepsiCo
01.2009 - 01.2011Read More
Service Desk Engineer Level II
SM@RT Technology Services Inc.
01.2005 - 01.2009Read More
Front-end Supervisor
The Home Depot
01.1999 - 01.2004Read More
Desk Supervisor
Lind-Waldock & Company
01.1995 - 01.2000Read More
Curie Metropolitan High School
Secondary School Certificate
Read More
Coyne American Institute
Applied Network Planning, Administration, and Maintenance Certificate of Completion
Read More