Senior IT Support Analyst (B2B) at HCLTech Mckinley (2025-06 – 2026-01)
U.S. Bank and IHG account
- B2B Client Technical Support: Deliver Tier 1 technical consultancy for institutional clients, ensuring high availability for proprietary platforms including SinglePoint and Elavon gateways.
- Privileged Access & Identity: Administer user lifecycles and secure access via Active Directory, Azure AD, and CyberArk; resolved complex MFA/PKI authentication failures using Entrust and Okta.
- Secure Remote Administration: Execute encrypted remote troubleshooting sessions for corporate partners using BeyondTrust (PRA), maintaining strict audit trails for regulatory compliance.
- Cloud Communications: Manage cloud-based voice operations and softphone connectivity via Amazon Connect (AWS), optimizing the CCP (Contact Control Panel) for global B2B support desks.
- Endpoint & Security Management: Deploy critical patches and software across the enterprise fleet using MECM (SCCM) and Microsoft Intune, while monitoring security posture via CrowdStrike, BitLocker, and DLP tools.
- Infrastructure & Networking: Troubleshoot complex B2B connectivity issues involving Cisco AnyConnect VPN, DNS/DHCP, and WebRTC to ensure stable data transmission for financial transactions.
- ITSM Leadership: Lead incident triage and root-cause analysis (RCA) within ServiceNow, consistently exceeding SLAs for high-value business stakeholders.
Senior Technical Process Executive, IT Helpdesk (B2B) at Infosys Philippines (2024-06 – 2025-05)
Chipotle USA Account
- B2B Retail Technical Support: Deliver Tier 1 and Tier 2 remote technical support for over 3,000 Chipotle restaurant locations across the US, ensuring zero downtime for critical store operations.
- POS & Payment Infrastructure: Troubleshoot and configure enterprise Point-of-Sale (POS) systems (Aloha/NCR) and integrated payment terminals (Verifone/Ingenico), resolving gateway errors to protect transaction revenue.
- Kitchen & Operations Hardware: Diagnose and resolve hardware failures for Kitchen Display Systems (KDS), back-of-house (BOH) inventory PCs, label printers (Zebra), and receipt printers.
- Identity & Identity Management: Administer store manager and crew lifecycles, resetting credentials and managing secure role-based access via Active Directory and Azure AD.
- Network & Connectivity Troubleshooting: Resolve restaurant-level network outages involving Cisco Meraki routers, SD-WAN failovers, Wi-Fi access points, and VoIP phone systems to restore store-to-corporate connectivity.
- SaaS & Delivery Integration: Support digital ordering channels by diagnosing synchronization failures between the Chipotle Mobile App, third-party delivery aggregators (DoorDash, UberEats), and the store POS.
- ITSM & Ticket Lifecycles: Document, triage, and escalate store incidents within ServiceNow, ensuring high-priority ticket resolution within strict SLAs to minimize restaurant operational disruptions.
Senior Technical Support at Foundever (formerly Sitel) (2022-06 – 2024-04)
Google Nest, Lock & Secure Account (US, UK)
- Delivered expert troubleshooting and setup for a diverse portfolio of Google Nest smart home devices, such as Nest Yale Lock, Security Camera's, ensuring optimal performance and customer satisfaction.
- Served as the primary escalation point, diagnosing complex technical issues and collaborating with Tier 3 support to drive swift, effective resolutions.
- Optimized product replacement processes, reducing downtime and elevating the overall service experience through efficient defect management.
Technical Support Engineer at CSS Corp ICT Services (2021-01 – 2021-05)
Navico Account (US, UK)
- Delivered expert troubleshooting and maintenance of Navico marine electronics, including Fish finders, Radar, NMEA networks, and Radio systems, ensuring peak performance and seamless integration.
- Provided comprehensive technical support for complex systems, guiding clients through advanced setup, configuration, and operational procedures to optimize marine navigation and communication.
- Managed support for both current and legacy marine devices, demonstrating adaptability and a commitment to maintaining system longevity and reliability.
Customer Support Representative at Teleperformance (2018-11 – 2020-12)
Belong Telco Account (Australia)
- Delivered expert troubleshooting and resolution of internet connectivity issues for Belong Australian Telco clients, ensuring seamless and reliable service.
- Provided proactive technical support for internet subscriptions, optimizing customer satisfaction through efficient inquiry management, plan customization, and swift service activations.
- Managed complex escalations by diagnosing intricate network and device issues, implementing strategic solutions to reduce downtime and enhance service continuity.
Service Crew Trainer (Manager in training) at Secret Recipe; Red Lobster & Longhorn Steakhouse (2014-09 – 2017-09)
- Designed and implemented dynamic training programs to elevate service excellence and operational efficiency.
- Delivered engaging, hands-on coaching and performance assessments to optimize team productivity and guest satisfaction.
- Identified skill gaps across multiple locations, proactively updating training materials to ensure consistent, high-quality service.
- Empowered teams with best practices in guest relations, conflict resolution, and upselling, driving increased sales and loyalty.
