Experience

• 

  Steak n shake

  Oct 1996 - Jun 2013

  General manager/ i.t. techician

  Established vendor relationship and contracts. Devised systems for executives to monitor locations. Worked with corporate for new system rollouts and implementation projects.Controlled day-to-day operations of restaurant operations. Established hiring and staff projections. P&L development. Local store and regional marketing coordination. HR coordination and guest relations responsibilities.

• 

  Dine brands global

  Sept 2013 - Aug 2022

  Oversee, mentor and provide guidance to Support Specialists as they provide technical support. Managing incoming technical support calls, responding to escalation requests and resolving telecommunications, network, hardware and software issues.Assist with training associates with new software and vendor integrations.Report and coordinate with Sr Management and V.P.'s for problem resolution and planning.Labor planning and creating staffing strategies to maximize performance.Interviewing, hiring and onboarding of Help Desk personnel.Setting budget expectations to meet company accounting goals.Coordinate escalations between franchise partners and the desk. Show less

  • Information Technology Support Supervisor

    Aug 2021 - Aug 2022

  • Senior Specialist, IT Support

    Sept 2013 - Aug 2022
• 

  Selectquote insurance services

  Nov 2022 - now

  Information technology national senior service desk manager

  Lead the national Service Desk team responsible for all the operational aspects of IT, including service desk and desktop support across the entire organization.Develop SLAs, team building and monitor KPIs.