Summary
Overview
Work History
Education
Skills
Accomplishments
Work Preference
Timeline
Work Availability
Software
Languages
Interests
Generic

VERNON MCDONALD

Stockton,CA

Summary

Technologically-savvy IT professional providing remote user support, managing system operations, and updating documentation. . Organized planner and relationship-builder with many years' experience in the field. Experienced in fast-paced environments and adaptable to last-minute changes.

Overview

18
18
years of professional experience

Work History

RESTAURANT SYSTEMS MANAGER

THE VEGGIE GRILL
CULVER CITY, CA
03.2018 - 02.2023
  • Demonstrated expertise in providing first, second, and third tier technical assistance Veggie Grill restaurant chain with nationwide presence.
  • Provided effective troubleshooting for hardware, software, and connectivity problems within a Windows environment.
  • Worked closely with stakeholders and external partners to address critical technology-driven issues faced by the organization
  • Lead and participated on project teams for multiple IT system improvement and refinement initiatives
  • Maintained high standards of service, integration, and implementation through effective management of third-party vendors
  • Managed the administration, maintenance and updates of ALOHA and PAR/Brink and Square Point-of-Sale (POS) database configuration for both In-store and Online POS menus
  • Managed 'tier three' ALOHA POS technical support calls
  • Performed upkeep on Aloha and PAR/Brink POS Lab environment to support seamless testing and QA processes.
  • Successfully integrated new technology into operations
  • Oversaw the process of opening/installing new restaurants, advising on technology-related possibilities and difficulties
  • Provided field support by visiting stores to address immediate issues, anticipate potential challenges, and facilitate the integration of new technologies.
  • Served as an effective liaison, enhancing coordination among different teams
  • Collaborated with support team members to diagnose, review and resolve customer issues.
  • I independently handle 'tier two' to 'tier three' technical support calls from start to finish, both during regular business hours and outside of them.
  • Documented and refined process to resolve technical support issues
  • Documented all IT systems and processes, both existing and new
  • Logged and tracked all issues
  • Ensured smooth operation of IT systems in corporate offices
  • Managed and performed upkeep on internal financial and analytical servers.
  • Conducted training sessions for end users on how to use certain software programs effectively.
  • Managed user accounts, permissions, storage allocations, file transfers and backups.
  • Managed the setup of workstations, printers, scanners .
  • Ensured compliance with industry standards such as PCI DSS.
  • Ensured all systems were compliant with corporate policies regarding usage of company resources.

RESTAURANT SYSTEMS INNOVATIONS AND IMPLEMENTATION MANAGER

CALIFORNIA PIZZA KITCHEN
PLAYA DEL REY, CA
07.2016 - 03.2018
  • Delivered first-level technical support for the IT infrastructure of a restaurant chain with 200+ locations across the United States
  • Troubleshot hardware, software and connectivity issues in a Windows environment.
  • Collaborated with business users, internal IT resources, and 3rd parties to resolve major technology-related business issues
  • Led and participated in project teams to enhance and refine multiple IT systems.
  • Managed third-party vendors for ensuring optimal service, integration, and implementation
  • Optimized the efficiency of ALOHA and Clover Point-of-Sale (POS) database configuration by regularly updating and validating information for In-store and Online POS menus
  • Managed 'tier three' ALOHA POS technical support calls
  • Maintained a well-functioning Aloha POS Lab environment to support effective testing and quality assurance processes
  • Managed the implementation of new hardware and software technologies
  • Created and implemented comprehensive testing strategies
  • Supervised new restaurant openings/installations while providing advice on technological opportunities and challenges
  • Performed field support and store visits to resolve urgent issues, address preventative issues, and implement new technologies.
  • Enhanced cross-functional relationships for improved efficiency
  • Aided in supporting team members with customer issue diagnosis, review, and resolution
  • Managed 'tier two' to 'tier three' technical support calls from initiation to resolution during business hours and on a rotation outside business hours, ensuring prompt issue resolution
  • Owned, documented and continually refined the process for resolving technical support issues.
  • Maintained updated documentation for IT Systems and processes.
  • Logged and tracked all issues.
  • Conducted training sessions for end users on how to use certain software programs effectively.
  • Developed automated scripts to streamline processes to deploy applications across multiple machines simultaneously.
  • Led and supervised a team of individuals

Restaurant Systems Support Supervisor

CALIFORNIA PIZZA KITCHEN
PLAYA DEL REY, CA
09.2010 - 07.2016
  • Catalyzed improvement initiatives for multiple IT systems through proactive engagement and collaboration within project teams.
  • Successfully managed and resolved technical support calls at the tier two to tier three level.
  • Worked alongside colleagues to swiftly address and solve customer concerns
  • Spearheaded the successful installation process for new restaurants, leveraging strategic thinking to identify technological possibilities and barriers.
  • Developed and executed extensive testing strategies
  • Continuously optimized processes for addressing technical support concerns with maximum efficiency.
  • Built a strong track record by successfully handling challenging issues and consistently delivering exceptional customer support
  • Facilitated communication between customers and Technical teams for timely resolution of escalated issues
  • Documented all problems accurately and monitored their prompt resolution
  • Implemented innovative staffing schedule to enhance after hours coverage and decrease overtime expenses
  • Provided comprehensive training to Help-Desk personnel for efficient troubleshooting.

HELP DESK ANALYST

CALIFORNIA PIZZA KITCHEN
PLAYA DEL REY, CA
10.2004 - 09.2010
  • Established and led California Pizza Kitchen's inaugural helpdesk support team, catering to both corporate and restaurant needs.
  • Implemented the installation of new or upgraded hardware/software in accordance with service requests
  • Successfully handled complex inquiries received through phone calls and escalated cases
  • Delivered accurate and timely logging of customer incidents ensuring adherence to agreed upon service levels.
  • Engaged in being an active member of the rotating IT on-call team, providing continuous support to internal customers
  • Maintained help files and user documentation
  • Maintained high customer satisfaction by promptly resolving issues and conducting necessary follow-ups.
  • Conducted training sessions for end users on how to use certain software programs effectively.
  • Managed user accounts, permissions, storage allocations, file transfers and backups.
  • Troubleshot hardware and software issues in a timely manner to prevent disruption of service.

Education

High School Diploma -

Crenshaw Gifted Magnet
Los Angeles, CA
06-1996

Some College (No Degree) - Computer Science

California State Polytechnic University, Pomona
Pomona, CA

Skills

  • Accomplished Restaurant Systems Support professional
  • Computer Operations
  • Technical and Help Desk upport Tier 1-3
  • NCR Configuration Center
  • NCR Connected Payment
  • NCR Configuration Center Implementation
  • POS terminal hardware upgrades
  • Chip and Pin hardware installations
  • Proactive self-starter
  • Great communication skills
  • Excellent diagnostic and trouble shooting skills
  • Active Directory
  • Office 365
  • Macromatix Food Cos Systyem
  • Clover Mobile Client Credit Card Processing
  • ALOHA POS Table Service 672 -153
  • Aloha Quick Service 67 - 153
  • HOT Schedules employee scheduling system
  • Windows XP, 7, 8, 10, 11
  • OLO Online Ordering
  • PAYTRONIX Loyalty Program
  • Punchh Loyalty Program
  • Givex Gift Card System
  • MS Office
  • Off-Site POS Event Support
  • Training documentation
  • Hardware and Software troubleshooting
  • Remote Support
  • Systems Analysis
  • Configuration Management

Accomplishments

  • 2018 Office Employee of the Year Veggie Grill
  • 2008 Quarterly Employee award California Pizza Kitchen

Work Preference

Work Type

Full Time

Work Location

Hybrid

Important To Me

Work-life balancePaid sick leaveHealthcare benefitsPaid time off401k match

Timeline

RESTAURANT SYSTEMS MANAGER

THE VEGGIE GRILL
03.2018 - 02.2023

RESTAURANT SYSTEMS INNOVATIONS AND IMPLEMENTATION MANAGER

CALIFORNIA PIZZA KITCHEN
07.2016 - 03.2018

Restaurant Systems Support Supervisor

CALIFORNIA PIZZA KITCHEN
09.2010 - 07.2016

HELP DESK ANALYST

CALIFORNIA PIZZA KITCHEN
10.2004 - 09.2010

High School Diploma -

Crenshaw Gifted Magnet

Some College (No Degree) - Computer Science

California State Polytechnic University, Pomona

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Windows Enviroment

ALOHA Point of Sales Table Service and Quick Service

Par/Brink Point of Sales

OLO online ordering platform

Punchh Loyalty Program

Givex Gift Card System

Paytronix Loyalty and Gift Card system

Office 365

Microsoft Office

Apple OS

IOS and Android

Languages

English
Native language
Spanish
Elementary (A2)
A2

Interests

Travel

Golf

Boating

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VERNON MCDONALD