Customer Service Desk
Resume:
Billy Titus
Mesquite, TX *****
ad5d5o@r.postjobfree.com
Work Experience
Helpdesk Analyst
Yesway IT - Fort Worth, TX
September 2023 to Present
· Triage, own and resolve Tier 1 Service Desk incidents and requests via Service Now ticketing system, MS Teams, and following the documented process
· Provide operational support of Yesway retail systems infrastructure including point of sale, back office, credit card transactions support, fuel, maintenance and repair issues
· Provision applications according to documented processes to ensure compliance and fiscal responsibility
· Provision and retrieve hardware, ensure asset record accuracy, and track logistics as part of documented onboarding/off boarding processes
· May include hardware shipping to stores and end users
· Perform hands on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications per defined procedures Senior Implentation Engineer
Ziosk( Tabletop Media) - Dallas, TX
February 2020 to July 2023
· Assist in configuring and supporting a variety of point of sale systems that are used by our customers.
· Assist customers with Point of Sales integration with Ziosk systems
· Assist customers with Point of Sale of Ziosk software upgrades
· Configure POS and Ziosk for gateway payments
· Manage and support customer implementations
· Be an escalation point for the Support / IT team for any implementation or POS issues
· Manage the third party vendor that is used by Ziosk to do the physical install of the Ziosk platform.
· Work with customers and Project Managers to collect all required information for any assigned implementation
· Travel to restaurant locations to support implementations as needed
· Assist 3rd party vendor as needed with physical cabling, access point installation, server installation, network switch installation and the configuration of devices.
· Handles QA checks for all assigned installations
· Train restaurant staff and internal Ziosk employees on the Ziosk systems and implementation process and systems
· Communicate issues and/or project status for assigned implementations
· Contribute to the creation of implementation guides and training materials for internal Ziosk employees and customers
· When not on implementations, support Ziosk lab engineer with various POS lab maintenance and setup Systems Software Specialist
Del Frisco's Restaurant Group
January 2019 to February 2020
· Design, maintain and implement database management systems, computer applications and Micros operating systems.
· Also analyze organizational software needs, devise solutions and maintain PC software and hardware systems.
· Daily polling, Daily usage of both Compeat Advantage and Compeat Workforce.
· Also use Interactive SQL for check queries and other administration functions.
· Currently troubleshooting issues with Workday, and new emerging brands like Barteca. Troubleshoot W5a workstations
· Assist with identifying and pulling data from the SQL Server database
· Run and document ad-hoc queries against Micros 3700 POS database to retrieve information for past transactions.
· Installs, configures, tests and supports a variety of restaurant related systems, applications and infrastructure
· Strong knowledge of hardware Operating systems and OS imaging concepts
· Daily management of all Store Systems tickets in the queue using Samanage Restaurant Technology Systems Analyst
Peiwei Asian Eatery
July 2018 to January 2019
· Configure, test, and deploy requested marketing menu items and promotions in the POS System
· Perform remote support activity to solve POS functionality and/or operational issues
· Provide excellent customer service and thorough follow-up with restaurant locations
· Ensure that POS security procedures are implemented and enforced
· Assist with the installation and maintenance of POS servers, terminals, and printers
· Define new ways to continually improve POS operations
· Ensure IT issues are escalated, tracked, and resolved with the appropriate vendors when necessary
· Support of technology during new store openings and new store system implementation initiatives. Ensures all components are installed to company specifications and working properly.
· Proficient with NBO, Aloha quick service, CFC, OLO and Hot Schedules POS Support
Brinker International
June 2012 to July 2018
· Provide assistance with the upgrade and installation of POS systems at new stores and upgrading single register stores to a multiple register system
· Answer and resolve calls from managers and technicians in a professional and timely manner including calls routed from the queue and voice mail messages.
· Ensure accurate cataloguing of all calls handled within ticket record database.
· Perform diagnostics and troubleshooting of customers’ application, hardware, network and procedural issues.
· Provide first-level support to customers’ requests by phone, email, and voice mail.
· Experience with supporting Aloha Point of Sale, EDC, Aloha Takeout, KDS, Online Ordering, Aloha Command Center, Aloha Table Service Skills
• Help desk
• Software troubleshooting
• Customer service
• IT
• Communication skills
• Master data management
• Active Directory
• Microsoft Office
• SQL
• Windows
• Operating systems
• VPN
• Technical support
• IT support
• Desktop support
• Citrix
• SCCM
• Microsoft Exchange
• TCP/IP
• PowerShell
• ServiceNow
• IT service management
Certifications and Licenses
CompTIA A+
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