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Sevag Boudakian

@sevagboudakian

IT Technical Support Shift Leader at MenuLab LLC / Syrve UK, handling 20–30 tickets daily and leading an 8-person team.

At MenuLab LLC / Syrve UK, I lead an 8-person technical support shift and personally handle 20–30 live tickets a day, including escalations and teammate support. I monitor SLA compliance and coordinate requested changes with HQ teams at restaurant chains.

I also train new technical support agents, having onboarded 10–15 people and built structured onboarding around software fundamentals and problem-solving. As an IT Technical Support Specialist, I support Syrve (iiko) POS systems and payment integrations; previously, at ClinChoice LLC, Armenia, I provided global IT support for hardware, software, networking, and end-user issues.

Experience

Work history, roles, and key accomplishments

Current

IT Technical Support Shift Leader

Current

MenuLab LLC / Syrve UK

Mar 2025 - Present (1 year 7 months)

Lead a shift team of 8 technical support agents, overseeing daily workflow and performance. Handle 20–30 live support tickets per day, including escalations and teammate support.

Technical Support Team Leadership SLA Monitoring Incident Escalation Ticketing Systems Remote Support

Current

IT Technical Support Instructor–Trainer

Current

MenuLab LLC / Syrve UK

Jun 2024 - Present (2 years 4 months)

Onboarded and trained 10–15 new technical support agents on the software and internal tools. Built onboarding covering software fundamentals and a structured problem-solving methodology.

Technical Training Onboarding Coaching Computer Science Fundamentals Problem Solving

Current

IT Technical Support Specialist

Current

MenuLab LLC / Syrve UK

May 2023 - Present (3 years 5 months)

Delivered L1–L3 support for Syrve (iiko) POS systems and payment integrations including Adyen, Clover, Worldpay, Dojo, Payment Sense, and Global Payments. Diagnosed and resolved issues across delivery-platform integrations, print templates, and receipt-printer configuration.

L1 L2 L3 Support POS systems Payment Integration Adyen Clover Worldpay Dojo Payment Sense Global Payments Troubleshooting Log Analysis

Global IT Support Specialist

ClinChoice LLC

Jan 2020 - Dec 2023 (3 years 11 months)

Provided global IT support for hardware, software, networking, and end-user technical issues. Troubleshot workstation and connectivity problems and supported day-to-day IT operations.