Melissa D Ryding

972-***-****

ad35so@r.postjobfree.com

TGI Fridays 2018 – 2023

Platform Administrator Above Store Systems

Service Now

oMaintain users and locations.

oUpdated forms as needed for new products.

oResponsible for Service Now upgrades.

Knowledge Administrator

oMaintain our knowledge base. This includes creating new solutions as products are introduced, updating current articles as products and\or processes change and retiring outdated solutions. The knowledge base is within Service Now.

oCommunicated the changes with the Help Desk.

Active Directory Administration

oAssisted the Desk Side Services manager with adding, updating or deleting those users who have access to the corporate systems.

oAssisted with high level password resets.

Provided technical assistance to corporate employees as needed, both hardware and software.

Restaurant acquisitions assistance

oProvided onsite technical assistance, both hardware and software assistance, for recently acquired franchises.

Assisted with the closing of restaurants and the de-commissioning of IT equipment onsite.

Corner Bakery Café 2016-2018

Help Desk Analyst

oLevel 1 Analyst – Primary point of contact for all customer applications, providing a link for restaurants to IT. Provide Level 1 problem determination and support specific to Corner Bakery business applications using documented procedures and available tools. Participated as a technical resource for IT projects as needed.

oNominated for DFW HDI Analyst of the Year – 2016

TGI Fridays 1984 – 2016

1984 – 1995 Restaurant Operations Rhode Island, Washington, DC market

During my tenure in restaurant operations, I was a head server, which involved training of new staff, keeping staff current on new menu items and writing the schedule.

One of the first users of new technology in all facets of operations:

oLatest POS Systems,

oVideo Display System

oFirst back-office accounting software

Trained several restaurant accountants for new TGI Fridays locations.

1995 – 1996 Back-office accounting quality assurance testing Dallas Texas

Temporary assignment at the corporate office assisting with development of SAILOR (back-office accounting software).

oWrote and tested scripts for this product and validated the results.

1996 – 2016 IT Business Support Dallas\ Carrollton, Texas

During my tenure in IT Business Support, I have served in the following roles:

oLevel 1 Analyst – Primary point of contact for all customer applications, providing a link for restaurants to IT. Provide Level 1 problem determination and support specific to Fridays business applications using documented procedures and available tools. Participated as a technical resource for IT projects as needed.

oLevel 2 Analyst – Provided technical assistance and customer service to restaurant managers, vendors and service providers. Primary escalation point for Level 1 analysts. Worked with other IT Departments in problem resolution. Involved in trend analysis in identifying and understanding the top call generators. Participated as a technical resource for IT Projects as needed.

oLevel 1 Supervisor - Supervised the Level 1’s. Wrote schedules, trained new analysts and performed call log audits. Participated as a technical resource for IT Projects as needed.

oKnowledge Base Administrator - Maintain our knowledge base. This includes creating new solutions as products are introduced, updating current articles as products and\or processes change and retiring outdated solutions.

oTraining Coordinator – Trained new Level 1 analysts. Created an L2 Certification requirements outline to help identify Level 1 analysts who may be ready for the next step. Documented and communicated new or updated products and processes.

oNew Restaurant Openings -Was the “face” of IT during a new restaurant opening. Assisted mangers and NSO trainers with all facets of technology during the staff training period prior to the opening.

Recognition and Certifications

Service and sales awards while in restaurant operations. Recognized for accounting accuracy.

Awards for assisting in software migration, reduction in incident resolution time and process improvement.

Nominated for DFW HDI Analyst of the Year – 2011, 2012, 2013, 2014.

Recipient of the 2012 TGI Fridays “True Believer” award

HDI Support Center Analyst Certification

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