IT support analyst
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ROAST analyst 2023 - 2025
Starbucks - CW
Managed stale incident queue for entire service desk.
Helped develop new team SOPs within the new team initiative.
Handled all Past SLA escalations, as well as Stale project.
Tier 1 analyst 2021 - 2023
Starbucks - CW
Worked with Partners, Contract Workers, 3rd party vendors, and PSPs to find fast and permanent solutions to problems.
Assisted users with common issues including password resets, retail and non-
retail equipment troubleshooting, and network issues.
Ability to adapt to new problems as they arise during troubleshooting.
Training team member. Leading and teaching new hires aspects of their role.
Server technician 2015 - 2018
Dell/EMC - CW
Triaged and fixed server and PC issues
Helped to train new hires
Worked consistently in a high pressure environment.
