Albert Tsoi

Full Time Employee - L1 Service Desk Analyst

-Provide remote technical support for over 8,000 Taco Bell restaurants, ensuring operational stability and resolving technical issues across field locations.

-Handle 30–40 support calls daily, with expertise across POS, BOH, eRestaurant, and Field Tech Support queues.

-Administer and maintain network infrastructure, databases, and proprietary applications to support business continuity.

-Deliver technical assistance for computer hardware and software across Linux and Windows platforms, including Android system integration.

-Support onboarding by training new hires on Taco Bell’s Service Desk technologies and applications, promoting team readiness and knowledge transfer.

Incident Coordinator Backup:

-Lead the execution of major incident bridges, ensuring thorough documentation and clear communication of problem status throughout the incident lifecycle.
-Compile and deliver weekly and ad-hoc incident reports using Microsoft Power BI to support operational transparency and decision-making.

-Design, develop, and maintain Power BI dashboards and reports to visualize critical business metrics and drive performance insights.

-Coordinate issue escalations across Taco Bell Corporation, franchisees, and vendor partners to ensure timely resolution and alignment.

-Independently manage and prioritize workstreams to meet continuous deadlines that directly impact field operations, with minimal supervision.

-Follow up with vendors to facilitate hardware and broadband dispatches and confirm completion of break/fix activities.

• I was one of the main customer support and IT technicians at a tech repair shop in Laguna Hills.
• I worked on phones, computers and provided U-Haul services as well.
• Handled 90% of all PC & Mac system repairs and requests.
• Additionally, handled mobile repairs and requests on Apple and Samsung devices.
• Provided cost and time quotes for work to customers.
• Handled customer support in person and over the phone.
• Migrated the company’s paper sales and inventory systems to digital formats leveraging both Excel and Word.

• I was a sales representative working in a call center with a team of six selling Direct Marketing Wizard services via phone.