• Customer Assistance: POC between different multiple and large chains of restaurants, assisting with any need they might have for any POS configuration, new store opening and setup new menus. • Technical Troubleshooting: Diagnosed and resolved user issues related to analytics, scheduling, and reporting tools. • Collaboration: Partnered with product and engineering teams to escalate bugs, suggest improvements, and relay customer feedback. • Post Go Live analysis: After creating, setting up all different POS configurations, provided a post go live of sales to the brands about the last NSO created.

• SaaS & Account Management o Ensured employees had access to necessary tools/SaaS apps and meticulously managed access levels based on employee roles o Managed user accounts across multiple SaaS apps (Google Workspace, Microsoft Office, Zoom, Slack, HubSpot, Insightful, Helpwise, GoToConnect, FreshTeams, etc.) o Met with clients to provide solutions on various domains: VoIP, SaaS, Productivity Apps, etc. • Procurement & Equipment Management o Initiated procurement processes for hardware and new software acquisitions o Collaborated with clients and new hires in the procurement process of new equipment o Accurate inventory management: recording device shipments and retrievals o Dispatching inventory to employees’ residences o Equipment retrieval • Technical Support o Provided technical support through Zoom, Google Chat, Email, and Phone o Assisted employees and clients in troubleshooting hardware and software issues • Logistics & Travel o Delivery logistics (gifts, electronics, laptops, and more) o Hotel and travel arrangements

• Managed and administered SaaS applications across multiple platforms. • Provided chat support using Jira to assist end users with various tasks. • Handled user creation, access management, and permission modifications for SaaS applications such as Google Workspace, Microsoft Office 365, Okta, Greenhouse, Jira, among other apps. • Assisted with software issues, including installation and troubleshooting. • Managed the enrollment process for devices in MDM (Kaseya for Microsoft and Jamf Pro for Apple devices). • Supported email routing, spam management, and mail client configuration, including SMTP relay setups (Outlook, Apple Mail, Spark, Thunderbird, etc.). • Streamlined the onboarding process for new employees and facilitated inventory management and provisioning. • Jira Master Administrator, creating projects, workflows, Screens and permission schemes at an advanced level.

• Tech Support: Chat and email support with customers, assisting them with the initial configuration of Google Workspace through DNS Access, user creation, and domain verification. Helped also with billing queries and payment processing. • QA Analyst: Provided assistance to the company to evaluate interactions, encounter different gaps in processes and procedure and ensure correct guidelines were applied in a timely manner following our metrics and KPIs. • PKIs Metric Analyst: Oriented to analyze the data, analyze different fractures on the process and ensure they have the correct guides and follow the correct path to troubleshoot, and that can be reflected properly over the daily and weekly metrics.