MARGARITA URRELY

Parent Company of Burger King, Popeyes, and Tim Hortons

• Perform all phases of troubleshooting including, analysis, research,escalation, and resolution of technical issues on all the Burger King and Popeyes digital platforms
• Identify technical failures and reports on trends to drive process improvements
• Create, maintain, and continually improve escalation process workflow, and best practices
• Incident tracking initial problem screening/resolution of issues escalated to the appropriate teams
• Collaborate on various projects as needed and required by management
• Analyze potential fraud/abuse cases and implement controls to mitigate financial risk
• Train new hires on the technical escalation process and best practices

Human Capital Software

• Problem solved and triaged approximately 50 complex incidents submitted daily
• Recognized patterns for recurring issues and disseminated results to development teams
• Streamlined on-boarding process for newly hired employees
• Developed a secure method of communication that increased new hire process efficiency by 50%
• Established new users and groups in the company’s Active Directory, intandem with mapping network workstations
• Measured and reported service request progress and statistics to upper management

Internet Marketing

• Responsible for providing technical troubleshooting related to computer systems, hardware, and software using diagnostic techniques
• Successfully configured and deployed Share Point Server to company employees improving file accessibility in the company network
• Presented clear solutions to both technical and non-technical users Tracked, prioritized and solved support tickets using Zendesk
• Established and maintained positive relationships with all customers and team members

Audio/Video Retail Store

• In 2009, I ranked as the #2 retail salesperson in the entire retail division,with overall sales exceeding $5 million dollars
• Resolved customer issues regarding warranties, exchanges with a refund rate of 0.2%
• Designed customers a full audio sound solution for their home or business based on their needs and additional recommendations
• Trained new hires on customer engagement and company best practices