Laura Kang
Cloud Operations & Production Support Analyst
Hire this person
Send a job offer directly to this candidate
About
Azure-certified IT professional with 9+ years supporting large-scale digital and retail platforms across North America. Experienced in cloud monitoring (AWS), incident management, API troubleshooting, and cross-functional collaboration. Maintained 99.9% uptime while resolving 150+ complex monthly incidents. Bilingual in English and Spanish.
Experience
Digital Application Support Analyst IV - Restaurant Brands International - Remote
(2024-01 - 2025-01)
- Supported cloud-based digital ordering platforms across U.S. & Canada.
- Resolved 150+ monthly complex incidents impacting POS and third-party API integrations.
- Monitored AWS production environments using Datadog, maintaining 99.9% uptime.
- Conducted Root Cause Analysis and partnered with engineering & vendors on permanent fixes.
Service Desk Analyst - Starbucks Coffee Company
(2015-01 - 2023-01)
- Delivered Tier 2 support across 17,000+ retail stores during major network transitions.
- Managed high-volume incident queues while meeting SLA targets.
- Coordinated vendor dispatch and hardware logistics to maintain operational continuity.
IT Support Technician - Bill & Melinda Gates Foundation
(2014-01 - 2015-01)
- Led laptop migration supporting 1,500+ enterprise users.
- Resolved hardware, software, and account management issues across departments.
Education
Certification - IT - Bellevue College
Broadcast Communication - Universidad Autónoma del Caribe
