Saroj Adhikari

• Acted as a central liaison, ensuring effective communication and collaboration between L1/L1.5 support agents, internal teams (networking, tech foundation, user management, back office), and external vendors (Fujitsu, Coates, Capgemini)
• Analyzed and resolved complex technical issues escalated from L1 and L1.5 support, collaborating with stakeholders to identify root causes and implement lasting solutions
• Handled problem and major incident management for the entire market (AU, NZ, and Fiji)
• Optimized knowledge base resources and delivered targeted knowledge-sharing sessions, empowering L1 and L1.5 support to resolve incidents faster and reduce escalations to L2, leading to a 16% improvement in incident resolution time and reduction by 23% on ticket escalation
• Facilitated regular team meetings to foster collaboration, track progress, and address issues proactively
• Rebuilt and reconfigured virtual machines, and performed data recovery and restoration for lost data, ensuring system integrity and minimizing downtime
• Reimagining the POS systems, set up SOEs, and troubleshooted peripherals (speakers, printers, bump bars, monitors)

Project: Restaurant Pre-Launch Inspections (McDonald's)

• Ensured operational readiness of new restaurant locations by conducting comprehensive system checks, including: POS System Functionality: Verified order accuracy, payment processing (card, cash, mobile), correct application of promotions, and printer functionality across multiple locations
• Network Infrastructure: Tested network connectivity, ensuring seamless communication between POS, kitchen systems, and customer-facing devices (kiosks, digital menu boards)
• Critical Systems: Verified functionality of back-office computers, inventory management software, employee access provisioning, and tested failover procedures between primary and backup production servers, made sure menu items and trading hours on all delivery platform and MyMaccas app is up to date
• Led cross-functional meetings to ensure alignment between support teams and vendors, contributing to the timely launch of new restaurants

• Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
• Increased client retention by building trust through excellent communication skills and timely issue resolution.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Installed, configured and maintained computer systems and network connections.
• Configured hardware, devices, and software to set up work stations for employees.

• Enforced compliance with McDonald's quality standards and best practices, consistently delivering a superior customer experience
• Optimized inventory management practices, reducing wastage and contributing to 0.5% cost savings
• Championed the consistent use of inventory transfer documentation within the existing inventory management software, ensuring data accuracy and reducing inventory loss by at least 0.25% every month
• Developed and communicated a strategic roadmap for improving customer satisfaction, collaborating with stakeholders to achieve a 23% increase
• Performed preventive maintenance on diverse equipment (POS systems, servers, kitchen appliances), resulting in a 25% reduction in downtime
• Optimized restaurant presence on diverse digital ordering platforms (MyMaccas, UberEATS, etc.), contributing to a 30% growth in online orders