Maria Romero

• Provided first-line support for hardware, software, and network issues via phone, remote, and in-person service. Logged and tracked incidents in a ticketing system, ensuring timely resolution and follow-up.
• Installed, configured, tested, and maintained operating systems, application software, and hardware. Managed IT inventory and standardized configurations to optimize performance and scalability.
• Delivered consistent IT support during regular business hours (9 AM - 5 PM), resolving incidents and supporting day-to-day IT operations.
• Worked closely with internal teams (HR, finance, etc.) to support IT operations across multiple departments and regional offices. Provided Tier 1 support to both technical and non-technical users, ensuring effective issue resolution and improved user satisfaction.
• Developed and implemented preventive maintenance procedures to minimize downtime and enhance system reliability. Created knowledge base articles to improve team efficiency and empower end-users with self-service tools.
• Assisted in the creation of IT policies, procedures, and best practices to maintain a secure, scalable, and efficient IT environment.
• Generated performance reports and analyzed system trends to identify opportunities for improvement, ensuring optimal IT operations across facilities.

• Provided first-line support for POS systems, hardware, software, and network issues across Taco Bell locations. Ensured prompt troubleshooting and resolution of technical problems to minimize disruption and downtime at stores.
• Logged detailed incident reports and gathered necessary information for escalation to higher-level support. Worked with external partners, such as utility companies (e.g., Sempra IT), when required.
• Coordinated with Sempra IT and other electric or utility companies to resolve outages affecting store operations, ensuring timely restoration of service to get stores back online and minimize operational downtime.
• Effectively communicated with non-technical staff (cooks, cashiers, etc.), providing clear and simple guidance to troubleshoot basic technical issues and ensure they follow proper troubleshooting steps. Helped staff understand and adapt to new technology as Taco Bell stores upgraded their systems, offering step-by-step support during transitions.
• Assisted in the training of team members on new POS systems, software, and other technology as stores upgraded their tech infrastructure. Provided hands-on guidance to ensure all staff were confident and capable in using new tools.
• Documented all customer interactions, technical issues, and resolutions quickly and accurately to ensure clear, actionable records for follow-up and future troubleshooting. Prioritized efficient documentation to minimize downtime and ensure readiness for the next customer rush. Updated internal systems and communicated key solutions to the team, enabling quick troubleshooting and minimizing disruption during peak hours.

• Maintained 102 Apple desktop computers in a lab environment, ensuring they were up to date and ready for student use.
• Collaborated with the technical team to set up iPads and Chromebooks for distribution to student families, ensuring devices were pre-configured for easy access.
• Installed and updated application software, virus protection, and drivers on Apple desktops and other devices to ensure they were secure and functional.
• Resolved Internet, wireless, and wired network access issues to ensure seamless connectivity for both staff and students in the lab and throughout the school.
• Assisted school staff and student families with troubleshooting technical issues, providing clear guidance and prompt resolutions.
• Maintained inventory records and documentation for equipment in the database. Replaced defective components and upgraded office equipment as part of the school's technology plan.
• Worked extensively with the Apple ecosystem, troubleshooting and configuring Apple devices to ensure compatibility and functionality in the school's IT environment.

Project RAISE, Dr. Soto Research Group – California State University, Fullerton | Fullerton, CA
Summer 2021

• Collected and analyzed data from various sources, enhancing research accuracy and ensuring the reliability of findings. Resolved compiler errors to maintain the integrity and functionality of project software tools.
• Applied Natural Language Processing (NLP) techniques using spaCy to improve text analysis, particularly for processing research data in novel formats.
• Collaborated with experts across English , Computer Science , and Mathematics , integrating insights from various disciplines to advance the research methodology.
• Developed an automated solution to extract and analyze character names from novel chapters, reducing data processing time from 2 hours to mere seconds, thereby accelerating data collection and analysis.

• Responded promptly to customer requests for products, services, and company information, helping them find items throughout the store. Increased daily sales by suggesting additional products and ensuring merchandise was uncluttered and visually appealing.
• Trained new associates on register functions, including processing transactions, requesting cash increases, securely storing money, and following store policies. Audited and troubleshot self-checkout registers alongside head cashiers to resolve any machine errors.
• Promoted store credit card applications, accurately completing forms to meet store credit quotas and drive sales growth.
• Managed high-stress situations with professionalism, resolving disputes and handling escalated customer concerns with empathy. Successfully turned customer complaints into positive experiences, enhancing loyalty and repeat business.

• Delivered remote instruction through Google Meet and Zoom, guiding students in programming and website development. Assisted with complex mathematical concepts, including Algebra and Calculus, providing personalized support to ensure understanding.
• Fostered a positive and encouraging online learning environment, helping students build confidence in STEM subjects. Provided tailored homework help and guided students in developing effective study habits and exam strategies for remote learning.
• Collaborated with parents and students to troubleshoot technical issues, including connection problems and laptop malfunctions, ensuring seamless participation in virtual lessons. Provided clear instructions and solutions for navigating technology challenges during online learning sessions.
• Addressed parents' concerns and provided support on how to assist their children with remote learning. Offered guidance on using digital tools and ensured they were equipped to help their children succeed in a virtual environment.