Vanna Chan
Helpdesk Technician | IT Support Specialist | IT Operations Analyst
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About
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.
Experience
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
Education
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)
