Laura Kang

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.

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.

Certification - IT - Bellevue College

Broadcast Communication - Universidad Autónoma del Caribe