Vanna Chan

Results-driven IT Operations professional with 4+ years of progressive experience in warehouse automation, systems integration, and technical support within 24/7 fulfillment operations. Proven expertise bridging IT infrastructure with operational workflows through hands-on troubleshooting of warehouse management systems, automated material handling equipment, and industrial technologies. Strong background in conveyor systems, RF devices, and enterprise applications combined with technical aptitude and cross-functional collaboration skills essential for warehouse automation engineering roles.

IT Operations Analyst III - Vitacost (Kroger Division) - Lexington, NC

(2021-11)

Helpdesk and frontline IT support for a 24/7/365 fulfillment center. Provide hands-on troubleshooting for end users, devices, and applications while ensuring minimal downtime and strong customer service.

• Delivered daily support for PCs, laptops, tablets, handheld scanners, RF guns, and peripherals
• Resolved software issues, login failures, connectivity problems, and workflow disruptions
• Supported users across production floors, offices, pack stations, receiving, and shipping
• Provided rapid response during outages and peak operational periods
• Managed Active Directory account creation, password resets, unlocks, and permission updates
• Created and maintained WMS/OMS user accounts and role assignments
• Handled badge provisioning and physical access requests
• Performed PC/laptop imaging, deployment, and configuration
• Set up and troubleshot Zebra and Windows-based printers
• Configured RF devices, wireless profiles, and firmware updates
• Installed and supported networked devices including scanners, labelers, kiosks, scales, and dimensioners
• Supported WMS/OMS workflows, user onboarding, and functional troubleshooting
• Assisted with pick/pack/ship issues, inventory discrepancies, and workflow errors
• Escalated systemic issues to Ops-Dev, Infrastructure, or application teams
• Logged incidents, documented recurring issues, and contributed to root cause analysis
• Created and updated SOPs and troubleshooting guides for common issues

Facilities Technician - Vitacost (Kroger Division) - Lexington, NC

(2019-11 - 2021-11)

Provided mechanical and technical support for conveyor systems and automation equipment, strengthening troubleshooting skills and cross-functional communication.

• Diagnosed and repaired conveyor motors, sensors, scanners, and automated line equipment
• Assisted with preventative maintenance and equipment installations
• Responded to equipment failures impacting workflow and throughput
• Partnered with Maintenance and Engineering on root cause analysis

Operations Team Lead - Vitacost (Kroger Division) - Lexington, NC

(2014-04 - 2019-11)

Led daily inbound/outbound operations, ensuring SLA and productivity targets.

• Coached associates on performance, safety, and workflow expectations
• Updated SOPs and created step-by-step training guides
• Served on the Safety Steering Committee and Culture Council
• Certified forklift trainer for multiple equipment types
• Completed Supervisor-in-Training program → promoted to Operations Supervisor

Warehouse Associate - Vitacost (Kroger Division) - Lexington, NC

(2012-11 - 2014-04)

• Performed system-directed work exceeding production standards
• Certified trainer in inbound and outbound functions
• Operated forklifts and material handling equipment
• Supported picking, packing, shipping, receiving, and inventory tasks

Bachelor of Science - Computer Science and Engineering - Royal University of Phnom Penh in Cambodia (2005-09)

GED - General Educational Development Diploma - North Carolina State Board of Community Colleges (2013-12)