Zachary McCollough

**** ********* ** * ***. A Columbus, OH 43220 513-***-**** adc2uw@r.postjobfree.com

EDUCATION

Western Governors University/Straighter Line Salt Lake City, UT

Bachelors in Information Technology Management May 2020

Cumulative GPA: 3.6/4.00

Miami University (Oxford) Oxford, OH

Associates in Computer Software Engineering May 2015

Cumulative GPA: 3.24/4.00

RELATED EXPERIENCE

Chipotle Mexican Grill Corporate Office Columbus, OH

IT Restaurant Support and Deployment Tier 2 Professional – SCCM Admin November 2018-Current

Promoted from Tier 1 Restaurant Support to Tier 2 Restaurant Support during training for Tier 1.

Shifted positions within the team to manage the Restaurant SCCM environment.

Packaged programs sent to me by the Restaurant Systems and NCR through SCCM.

Wrote Powershell scripts to run packaged programs/applications efficiently.

Created reports based off data collected in SCCM providing updates to project managers on how the deployment went.

Spot checked and investigated errors with deployments, investigating and fixing any issues with the packaging script found via CCM logs or scripted output logs.

Provided feedback during testing of applications and advised teams in charge of the program/application of any issues I found within test Restaurant environments.

Tested new hardware for Restaurants in labs to see how they would be compatible with the current software environment.

Provided escalation support to the Tier 1 Restaurant Support team – any issue they could not resolve was fixed by our team, sent to the proper channel (networking, security, field services, etc.), or sent back to Tier 1 with information on how to properly resolve the issue and where to find that information in our knowledge base.

Wrote/updated/retired knowledge base articles for the Restaurant Support staff.

Created new documentation for new fixes when hardware or software changes were in testing for production.

Assisted in creating and testing the process to upgrade the company’s restaurants to Windows 10 and P2P Payment processing - manually testing installs, training techs, and successfully completing the entire upgrade for US and Canadian locations.

Used Rally to track projects I was assigned to and their current status (used for deployments, testing, upgrades, etc.).

Participated in and represented deployment needs during CAB meetings to advise upper management of the function and impact the deployment I represented would have on the restaurant environment.

Participated in votes to approve deployments or provide details on what changes needed to happen before it could go out.

State of Ohio Department of Administrative Services Columbus, OH

Department of Rehabilitation and Corrections Video Teleconferencing (CSC) Team Lead July 2018-November 2018

Promoted within two weeks of working on the Ohio Business Gateway Team to the eLicense team and then to DRC VCO (CSC) Team Lead.

Managed projects for CSC and DRC team ranging from installing new hardware to resolving escalated incidents.

Held meetings using ITIL fundamental strategies to make sure teams were doing everything necessary to implement the best level of service possible.

Performed troubleshooting on Cisco and Polycom hardware for state agencies to re-establish connection.

Set-up, established, and maintained teleconference connections for all Ohio state agencies.

Created Excel spreadsheets, pivot tables, and knowledge base processes to track all backlog incidents still used today.

Migrated the Cisco Network from London, OH to Dublin, OH, advising on what equipment to purchase and software to license.

Oversaw and managed installation of server equipment.

Wendy’s Corporation Dublin, OH

Escalation Management Technician May 2017-July 2018

Supported all corporate and partnered Franchise Restaurants in the US and Canada.

Resolved escalated incidents that could not be resolved by level 1 or 2 technicians or needed immediate resolution.

Maintained concise documentation to allow others to pick up where I had left off and prevent duplicate tickets.

Created third party tickets for various vendors to resolve all hardware issues we could not fix remotely.

Gathered information from multiple teams to write over 50 knowledge bases the helpdesk team still uses today.

Created SharePoint Excel spreadsheets/pivot tables that the escalation team used to track escalations for 6 months.

Worked directly with Cherwell development team to create roadmap and process for how the escalation team currently tracks incidents through Cherwell.

Provided on-site and hands-on support to corporate users when additional assistance from the corporate helpdesk was needed and restaurant locations were close to the corporate office.

Assisted in maintaining and updating the test lab (dummy restaurant with working equipment on private network).

Nationwide Dublin, OH

Computer Shared Technologies Technician January 2017-May 2017

Supported all Nationwide users, including employees, contractors, exclusive agents, allied independent agents, and offshore employees and contractors.

Provided quick and efficient resolutions to Windows, Mac, iPhone, Android, Microsoft Office, Oracle, AS400, Printer (Network and Local), Server, Network, Business Application, Virus/Malware/Phishing/(etc.), Landlines, and all other technical issues experienced by users.

Escalated tickets to proper teams when hands-on fixes or higher access levels were required for resolution.

Provided hands-on support when immediate resolution was needed or PCM team needed assistance.

Staples Florence, KY

Remote Matrix Computer Technician August 2013-January 2017

Remotely worked on 15-30 jobs at a time, including virus removals, diagnostics, data transfers, and new PC set-ups.

Called stores having issues to troubleshoot and resolve all network connectivity problems with on-site technicians.

Answered calls from stores to provide information and walkthrough support for all hardware troubleshooting.

Stayed up to date with all new proprietary software and processes provided by the development team.

SOFTWARE PROFICIENCIES

Service Now

Worked with the ticketing system in multiple job environments to track, look-up, organize, and create service tickets.

Created templates for more efficient documentation to be tracked in reports showing volume of incidents broken down by type.

Worked with both ServiceNow admin team and upper management to create better data sources and more applicable conditions to output more relevant results based on current incident data.

Worked with ServiceNow admin team to create flow and the procedure used to track escalated incidents by various teams.

Cisco Agent Desktop (Cisco IP Communicator)

Used Softphone to work remotely or when no hard-phone is available.

Microsoft Office Products

Regularly created presentations to pitch ITSM tasks to upper management through PowerPoint.

Created multiple spreadsheets and pivot tables used to track escalated and backlog incidents.

Managed user access level in Outlook email groups.

Created, scheduled, and changed meetings within Outlook and synced them with Skype.

SalesForce

Used as database to quickly retrieve user information, verify user information, and make changes to user’s accounts.

Office Tracker

Used to schedule and keep track of all teleconferencing appointments set up throughout the State of Ohio and manage what slots are available for us to bridge meetings.

Telepresence Management System

Used to bridge calls across all State of Ohio agencies with access to the secure government network.

Used with the Cisco Bridge set up in the Department of Rehabilitation and Corrections building.

LDAP (Lightweight Directory Access Protocol)

Administrative tool used to manage access level of employees through the company’s Active Directory.

Completed password resets, unlocks, freezes, and other administrative level processes for employee accounts.

Created/modified/added account functions for current, previous, and new employees.

Aloha Admin UI

Configured BOH (Back-office-computer), register, and kitchen controller network settings, environment variables, and payment settings.

Reloaded devices to push new content and updated settings.

CMC (NCR Command Center)

Used to remotely access all production, pre-production, and EMEA (European) sites for Wendy’s and Chipotle.

Navigated file systems, uploaded/downloaded files, sent commands, updated site keys, and performed other remote troubleshooting.

Used DEBOUTs on registers to track and identify the root cause of software issues ranging from reboots, missing functions, random shut-downs, to other issues not always fixable through hardware troubleshooting.

CFC (NCR Configuration Center)

Managed production, pre-production, and EMEA (European) hierarchies for ATO (Aloha Takeout), price tiers, register panels, and any other configurations set by the Restaurant Systems team.

Performed data refresh to push data from BOH (Back-office-computer) to the registers and kitchen controllers.

Created custom panels for sites with custom menus.

NBO (NCR Back-Office Manager and Switchboard)

Managed employee, field-service-tech, and manager account access to store sales and food inventory systems.

Created new accounts and setup access levels based on user’s position.

Windows Registry

Performed registry key deletes, adjustments, and additions to fix virus, malware, and Windows functionality issues experienced by the end user.

Command Prompt

Used to quickly navigate Windows, perform Robocopy, conduct System File-Checker scans and Check Disk Scans, and various other Windows OS troubleshooting.

Windows XP/Vista/7/8/10

Navigated File Explorer/Windows Registry/System Properties, diagnosed issues, and reformatted systems using all listed operating systems.

Created Windows 10 image to upgrade Chipotle from Windows 7.

Passport (AS400 Mainframe Access)

Used to access and navigate older AS400 databases used for LDAP level functionality (create/modify/delete/reset/lock/unlock).

Active Directory

Managed users, computers, and policies within company. (Including level of access, adding, creating, modifying, locking, and unlocking accounts.)

Tableau

Used to track schedules, on-call statistics (speed of answer, average call-time, etc.) and compare on-call statistics with graphical charts over chosen period of time.

TeamViewer & GoToAssist

Used to remotely access client computers and troubleshoot software from my desk without the end user needing to do anything on their end.

Powershell

Used for scripting install packages for SCCM, pulling data from machines in a baseline configuration, generating logs to troubleshoot deployments, and automating tedious tasks for other teams.

SCCM (System Center Configuration Manager)

Used to deploy Programs and Applications to multiple systems company-wide on a set schedule.

Created Baselines to pull data regularly for hardware monitoring.

Created Maintenance Windows to prevent deployments from affecting normal business hours.

Soti Mobile Control

Used to manage traceability scanners similar to managing computers in SCCM.

Created labels to organize profile types to deploy to restaurants with specific needs and test labs.

Managed offline devices and monitored duplicate profile issues.

Mobile Iron

Used to manage iPads similar to managing computers in SCCM.

Created imaging process for new iPad devices.

Packaged and deployed applications, files, and profile setting changes to devices per needs of the business.

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