PALAK VERMA

• Troubleshooting, diagnosing, and resolving retail application issues through a full incident lifecycle, while prioritizing and organizing multiple streams of work at the time.
• Master both technical application and operational processes of how retail technologies work in store partnering closely with level 3 cross-functional teams for continuous learning.
• Managing tickets through Agent workspace in Service Now by taking ownership and providing accurate and timely updates in the retail queue.
• Working with Active Directory, System Centre Configuration Manager, CISCO Meraki , CISCO Vmanage, MS Office, SQL, and Hardware ( Ipods, iPhones, Printers) Configurations to resolve retail issues.
• Meeting EHC SLAs and KPIs for incidents, tasks, Tech calls, and CSATs
• Building positive working relationships with store employees, 3rd party vendors, and cross-functional partners.
• Work closely with Level 1 to provide them with leadership and guidance, serving as an escalation path when needed.
• Participate in on-call rotation as required.
• Contribute to the improvement of processes and implementation of new technologies.

• Managing overall IT operations ranging from infrastructure to application.
• Inspected equipment, assessed functionality, and optimized controls.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Made recommendations and performed upgrades, assisting businesses in technology planning aligned with growth projections.
• Ensuring all standards and procedures are followed and maintained.
• Answering queries and resolving issues relating to the usage of standard applications and IT services.

• Train staff in job duties, sanitation, and safety procedures.
• Supervise and coordinate activities of staff.
• Ensure food service and quality control.
• Estimate and order ingredients and supplies.
• Identified team weak points and implemented corrective actions to resolve concerns.
• Exceeded goals through effective task prioritization and great work ethic.

· Overseen the implementation, deployment, and operation of information systems and technology solutions for business needs.

· Provided internal information technology support, such as server security, software updates, and hardware maintenance.

· Provided technical advice and assistance to employees.

· Provided orientation to new users of existing technology.

· Assisted with the planning, approval, and implementation of technology projects.

· Exposed to new or emerging trends and technologies that provide clear benefits to the organization, business partners, and/or customers/clients.