Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Jacob Cockerham

San Diego

Summary

Dynamic customer service and technical support professional with over 7 years of experience in IT systems, network troubleshooting, and operations management. Proven track record of enhancing customer satisfaction, streamlining workflows, and managing complex technical projects successfully. Skilled leader with a strong foundation in Industrial/Organizational Psychology and Information Technology Management, adept at fostering collaboration within diverse teams to optimize productivity and strategic decision-making. Committed to leveraging analytical problem-solving abilities and relationship-building skills to drive employee engagement, boost performance, and contribute to overall organizational success.

Overview

8
8
years of professional experience

Work History

Assistant Manager

Islands Restaurants
08.2025 - Current
  • Generated repeat business through exceptional customer service.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Lead a team of 70+ staff in a fast-paced environment, driving operational efficiency and team performance.
  • Oversee daily management of inventory, labor, and food costs, using data to balance service quality with profitability, doing so through maintaining and updating business metric dashboards (sales, labor, inventory) to inform leadership decisions.
  • Create optimized staff schedules based on forecasting and demand patterns, reducing unnecessary labor costs.
  • Develop and implement onboarding and training programs to accelerate new-hire readiness and performance.


FLEX Manager

Islands Restaurants
05.2025 - 08.2025
  • Applied industrial/organizational psychology principles to enhance team dynamics, communication, and employee engagement in a high-pressure environment.
  • Led and trained 60+ team members, streamlining onboarding and performance strategies to reduce turnover and enhance service quality.
  • Analyzed scheduling, labor distribution, and sales trends to optimize shift efficiency, integrating operations and data-informed decision-making skills.
  • Collaborated with senior management on inventory systems and waste control, leveraging business administration and process-improvement concepts.
  • Resolved guest complaints and service challenges using interpersonal strategies informed by occupational health and social psychology, fostering a resilient, service-focused team.
  • Provided informal coaching, consistent feedback, and peer mentoring to support ongoing staff development and model human-centric leadership.

Bartender

Islands Restaurants
02.2018 - 05.2025
  • Maintained compliance with food safety and alcohol service regulations while managing high-volume bartending responsibilities.
  • Contributed to staff training programs and led regular safety meetings to uphold operational standards.
  • Received multiple Golden Star awards for creating guest experiences that drove repeat business.
  • Led the restaurant in alcohol sales through May 2025—generating over $100,000 in beverage revenue and accounting for more than half of total sales.
  • Served high customer volumes during special events, nights, and weekends.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.

IT Help Desk Analyst

Taco Bell/Staffmark
01.2023 - 01.2024
  • Delivered remote technical support for over 8,000 nationwide locations, efficiently addressing software and hardware issues.
  • Managed up to 50 calls daily, resolving high-priority technical problems to minimize business disruptions.
  • Helped spearhead the transition from legacy systems to a new restaurant OS, ensuring seamless implementation and continuity.
  • Coordinated with internal teams and external vendors via ServiceNow to meet and exceed service-level agreements.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.

Education

Master of Science - Information Technology Management

Western Governors University
Salt Lake City, UT
06.2025

Bachelor of Arts - Industrial/Organizational Psychology

CSUSB
San Bernardino, CA
05.2021

Skills

  • Talent acquisition and assessment
  • Sales metrics evaluation
  • CRM expertise
  • Strategic team guidance
  • Strategic decision-making
  • Work performance evaluation
  • Operational efficiency management
  • Risk management planning
  • Confidentiality compliance assurance
  • Technical support coordination
  • Technical support management
  • Customer complaint management

Websites

Timeline

Assistant Manager

Islands Restaurants
08.2025 - Current

FLEX Manager

Islands Restaurants
05.2025 - 08.2025

IT Help Desk Analyst

Taco Bell/Staffmark
01.2023 - 01.2024

Bartender

Islands Restaurants
02.2018 - 05.2025

Master of Science - Information Technology Management

Western Governors University

Bachelor of Arts - Industrial/Organizational Psychology

CSUSB

Similar Profiles

CREATE PROFILE
Jacob Cockerham