MS Office
Jonathan Filion
IT Help Desk/Service Desk Analyst
Casselman,Ontario
Summary
Driven leader with strong technical problem -solving and customer service skills. Dedicated to providing highest level of service to customers, improving overall client satisfaction and reducing costs. Skilled in working and managing teams, interacting with clients, maintaining, troubleshooting, and repairing technology equipment.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Operations technology person (OTP) and Swing Manager
McDonald Restaurant
11.2023 - Current
- First employee to be designated subject matter expert for all operations-related technology and liaison between the Initiative Planning and Development (IPD) team, and US Operations Restaurant Technology team (USORT).
- Became SME on Operations Technology initiatives and nationally sponsored innovations to help ensure successful execution within my assigned area, allowing the organization to reduce travel and technician cost.
- Assess, resolve, align and sequence technology deployment with other initiatives, certify its effective and timely implementation, reducing downtime by twenty-five percent (25%).
- Maintain and repair of technology equipment, providing customer concern support by phone and email, and finding opportunities to improve restaurant technology performance.
- Diagnose software and hardware problems, troubleshoot point-of-sale technology issues, repair, and replacing equipment, perform technology upgrades and new equipment installations again reducing cost to the organization.
- Specialize in creating automations to improve workflows and reduce the need for support calls, streamlining operations across the organization and have been commended for my problem solving skills.
- Lead shifts, ensuring that customers get fast, accurate, and friendly experience.
- Lead, coach and train crew members and other managers to ensure great quality, service, and cleanliness to customers.
- Meeting targets such as key performance indicators, managing shift personnel, facilitating day-to-day operations, and ensuring that crew members, uphold cleanliness methodologies, safety and health standards. Increased customer satisfaction by maintaining a clean and organized restaurant environment.
- Provide excellent customer service both in person and remotely, documenting restaurant visits and effectively communicating solutions to area supervisors in both official languages.
- Utilized advanced problem-solving skills in managing unforeseen challenges or emergencies while maintaining composure under pressure.
- Reviewed daily sales reports for insights into areas of improvement or potential growth opportunities within the business operations.
- Integrated service and team management strategies to boost business profits.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Received achievement award for being the most Reliable employee of the year.
Kitchen crew/cook
McDonald Restaurant
05.2017 - 11.2023
- Trained to deliver exceptional level of customer service and using strong collaboration skills, to reduce service wait times for customers and improve client satisfaction rates by twenty percent (20%).
- Ensure that safety standards were maintained in work areas, operating griddles, deep-fat fryers, grills and other large-volume equipment for cooking, inventory maintenance, food preparation and packaging were also part of day-to-day activities.
- Interact with customers by performing lobby duties such as greeting of customers, promotion of new menu items, and responding to client inquiries in both official languages when required, improving overall customer experience.
- Contributed to cost-saving initiatives by monitoring inventory levels and assisting with bulk purchasing decisions.
- Reduced food waste by implementing proper portion control and storage techniques.
- Upheld rigorous cleanliness standards, conducting daily deep-cleaning tasks for optimal kitchen hygiene.
- Enhanced team efficiency by streamlining food preparation processes and maintaining a clean workspace.
- Effectively managed high-stress situations maintaining composure under pressure leading to smooth shift transitions.
- Collaborated with fellow crew members to provide excellent customer service, resulting in increased guest satisfaction.
- Mentored new staff members, providing hands-on training in cooking techniques, equipment use, and safety protocols.
- Developed strong interpersonal relationships with fellow crew members fostering a positive and collaborative work environment.
Education
Diploma with honors - IT technical support (Soutien technique en informatique) - Information Technology
La Cite Collégiale
Ottawa, ON 12.2022 - 12.2023
Skills
Diagnosing software and hardware problems
Excellent Communication
Multitasking Abilities
Problem-solving abilities
Customer Service
Teamwork and Collaboration
Staff Leadership
Operational Efficiency
Work Planning and Prioritization
Coaching and Mentoring
Analytical Skills
Maintenance and repair of technology equipment
Performing technology upgrades and new equipment installations
Repairing, and replacing equipment
Troubleshooting point-of-sale technology issues
Diagnosing software and hardware problems
Attributes
- Bilingual
- Willingness to travel, to work onsite or remotely and to work overtime
- Ability to integrate myself easily
- Ability to work in a fast-paced environment
- Ability to resolve issues in a timely manner
References
REFERENCES WILL BE PROVIDED UPON REQUEST
Software
Windows Operating System
Windows Server Management Tool
Remote Desktop
Active Directory
BIOS
SQL
Network Simulation Tool
Net Manager
Windows Defender
TOPdesk ticketing system
Timeline
Operations technology person (OTP) and Swing Manager
McDonald Restaurant
11.2023 - Current
Diploma with honors - IT technical support (Soutien technique en informatique) - Information Technology
La Cite Collégiale
12.2022 - 12.2023
Kitchen crew/cook
McDonald Restaurant
05.2017 - 11.2023
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