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Work Background
Southeast QSR, LLCInformation Technology Leader
Jun. 2024 - Mar. 2025Clearwater, Florida, United StatesSoutheast QSR IT Leader, Restaurant Technology • Southeast QSR is a Taco Bell Franchise with 190 locations in Florida, Georgia, and South Carolina. It is a private company owned by Nicholas Peters. In this role, I am the second in leadership for the IT Department reporting to the Director of IT Support, Karl Simons. • Bring structure and organization to the IT Team, organizing specific functions, implementing standard processes for each of the roles (Support Desk, Project Management, Field Tech Support, Infrastructure). These processes ranged from vendors, day to day processes, and business alignment. • Develop processes for all aspects of IT, hardware tracking, job responsibilities, vendor selection, project management • Lead high-level leadership calls, create and communicate to President and executive leadership team. • Provide insight and guidance to best practices that align with ITIL, Agile/Lean, and business objectives.
CitiVice President Global Knowledge and Training Operations
Sep. 2021 - May. 2024Tampa, Florida, United States• The knowledge and training team was structured within the IT Department reporting to the Director of IT Services, Shante Avery. Citi is one of the largest banks with over 300,000 active employees. I was responsible for leading the training teams located in each of the Global Centers (Mexico, Costa Rica, India, Manila, Poland). There were over 100 agents within these centers. In addition to the training, was responsible for the knowledge documentation and information that was available to agents to support Citi Team Members. • Wipro was the third part managed service provider, my direct reports were the training leads in each of their centers, there were 7 reports in total. • Developed global knowledge and training operations program with third-party
• Built a strong global team with measurable increases in performance
• Responsible for the onboarding, knowledge, and training of Citi Bank operations from new and changing technology. Partnering with IT Project Managers and Change Management teams. • Revamped Knowledge Base, reducing duplication and improving overall agent support, reducing the knowledge base by 65% within the first year to improve the quality of information for Service Desk Agents. • Created and worked on the implementation of a new ITSM solution
• Provided assistance in an upgrade of Service Now for Knowledge and ITSM, as a former Product Owner, guiding in best practices on configuration, reporting, and efficiencies. • Developed new training programs to decrease the time for agent efficiency, agents went from 5-6 week training to under 3 weeks before being able to accept calls
Bloomin' Brands, Inc.Director of Information Technology Support Services
Jul. 2015 - Mar. 2021Tampa/St. Petersburg, Florida Area• Lead and Manage IT Customer Services Operations Teams - Service Desk, Level 1, Level 2, and 24x7 IT Operations. • People Management – Hire, Develop, and Mentor.
• IT Business Partner to Fleming’s Prime Steakhouse.
• Plan and execute continuous improvement to reduce system down time.
• Deliver exceptional technical, non-technical and customer support for restaurants, employees, and corporate offices. • Developed and implemented white glove Executive Support processes and teams
• Provide Global and C-Level Communications for systems outages, updates, and deployments.
• Manage and support technical projects with responsibility of ensuring both end users and support are prepared for new technology.
• Manage 2.1m Annual Budget
• Vendor Management for Hardware RMA, Field support, and Mobile Devices
• Created and implemented Major Incident support process from initial report through root cause analysis. • IT Disaster Recovery & Peak Business Preparedness and Support • Service Now Product Owner. Expanded Service Now from ITSM tool to Enterprise Application. • Provide Support to CISO, IT Applications and PMO Offices
• Metrics and KPIs
o Answer rate 95%
o Customer satisfaction from 60%-95% o FCR – 85%
Bloomin' Brands, Inc.Information Technology Support Manager
Jun. 2010 - Jul. 2015Bloomin' Brands, Inc• Participated in the development of service level agreements and ongoing management of service level compliance
• Provide feedback and oversight for the training program in order to increase technical or customer service knowledge, while participating in and driving the knowledge management process
• Obtain and ensure proper documentation is provided for initiatives in order to successfully support the field operations on new systems
• Develop and demonstrate an understanding of customer/business needs and successfully apply both procedural and operational changes to meet expectations
• Address escalated customer and vendor issues. Develop, maintain and encourage cooperative customer, interdepartmental and vendor relationships and communication
• Responsible for interviewing and hiring of Tier 1, Tier 2, and Corporate support team members
• Provide feedback for promotional opportunities and document/delivery action plans for disciplinary issues
• Developed a performance measurement framework to facilitate a system which evaluates all aspects of position to consistently increase performance for each individual
• Maintained a high level of employee morale within the team with minimal turnover
• Assist in the professional, technical, and operational development of team leads and supervisors, enabling them to set goals, monitor, mentor, coach and assist team members to deliver quality support
• Prepare staffing plans in accordance with call volume analysis and skill set requirements. This will include managing existing resources for optimal performance in the areas of customer inquiries, projects, administrative work and time allotted for holidays/PTO
• Manage the creation, distribution, and analysis of operational and technical key performance indicator and metric reporting
Bloomin' Brands, Inc.IT Support Supervisor
Aug. 2009 - Jun. 2010Assist the Support Manager with metrics reporting
Working with technicians and team leads on training processes and procedures
Resolve escalated customer issues
Conduct monthly and annual reviews with technicians, reviewing metric and customer service goals
Bloomin' Brands, Inc.Senior Service Desk Analyst
Sep. 2008 - Aug. 2009In addition to the Service Desk Analyst responsibilities, acting as a mentor a knowledge source for the support team
Escalated First Call Resolution statistics
Advise management of training opportunities
Bloomin' Brands, Inc.Service Desk Analyst
Nov. 2007 - Sep. 2008Initial point of contact for all customers to OSI Technical Support-90,000 customer base
Documenting all incoming communications (email, voicemail, and ACD calls) into the Altiris Helpdesk, using correct prioritization and categorization
Conduct initial troubleshooting for all incidents, utilizing all resources available
Provide operational and technical support to OSI Concepts
Bloomin' Brands, Inc.Fixed Asset Accountant
Jan. 2006 - Sep. 2006Tampa/St. Petersburg, Florida AreaResponsible for asset additions and disposals for 220 restaurants in high volume area
Month End Balancing of asset management to general ledger
Balancing of asset management clearing accounts
Bloomin' Brands, Inc.Administrative Assistant
Mar. 2005 - Jan. 2006Tampa/St. Petersburg, Florida AreaAdministrative assistant for Shared Accounting Services
Maintained and managed three controllers calendars and travel arrangements
Managed PTO usage and balance for the department
Bloomin' Brands, Inc.Administrative Assistant, Headwait, Key Employee, Trainer, & Server
May. 2002 - Mar. 2005Creating schedules for administration staff
Scheduling interviews and issuing offer letters to potential candidates
Payroll processing and overtime e tracking
Balancing of nightly cash drawers and petty cash
Responsible for inventory invoicing Assisted management staff in balancing of P&L statements and food cost analysis
Cash Balancing
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