Adriana Michelle Briones Méndez

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Tier II Integrations Support Specialist

Restaurant365

Sep 2025 - Current (8 months)

Tier II escalation point for complex vendor integration issues involving FTP/SFTP data flows and financial system syncs. Primary technical resource for new hires, providing real-time guidance, shadowing sessions, and troubleshooting support. Configure, validate, and troubleshoot integrations, performing root cause analysis on data failures impacting reporting. Create and maintain SOPs to standardize workflows, reduce repeat escalations, and improve first-contact resolution. Translate complex system behavior into clear, actionable guidance for non-technical customers. Collaborate cross-functionally to surface product gaps and recommend onboarding improvements. Contribute to support quality assurance by documenting best practices and troubles
Customer Support Analyst

Keep

May 2024 - Sep 2025 (1 year 5 months)

Delivered high-volume technical and account support while consistently meeting response and resolution SLAs. Owned and maintained internal SOPs, improving workflow consistency and onboarding efficiency. Trained and onboarded new hires through structured shadowing and documentation. Acted as an SME and escalation support resource for complex investigations. Escalated technical and billing issues through cross-functional channels for timely resolution.
O

Customer Support Specialist

OXIO

Jan 2024 - Jun 2024 (6 months)

Provided bilingual technical support for service and connectivity issues across multiple channels. Partnered with engineering teams to resolve complex disruptions and recurring platform issues. Authored onboarding documentation and user guides to improve first-contact resolution.

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Adriana Michelle Briones Méndez

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