devon hackwith.dev

Production Support Analyst. One of four people supporting the point-of-sale software running 7,500+ Taco Bell restaurants — the last stop for tickets frontline support can't close. Fourteen years of uptime, no unplanned outages.

Total uptime

14 yrs

Locations supported

7,500+

Team size

1 of 4

Roles shipped

Services

Roles, by operator. Select one to expand.

Taco Bell Irvine, CA / 4 services / since 10/2018

Production Support Analyst II operational 2 yrs 8 mos

11 / 2023Annspire Reliability Servicesnow

Support POS software across 7,500+ U.S. locations as one of four analysts, investigating escalated production tickets that frontline support cannot close.
Own tickets through root cause and verified fix across POS, timeclock, and AWS-backed data systems.
Build internal tools and scripts in Python, JavaScript, and Retool that automate data retrieval from DynamoDB and Couchbase, cutting manual lookup time on recurring investigations.
Query Couchbase to trace transaction and configuration records, isolate failure points, and confirm fixes before closing incidents.
Author detailed bug tickets with reproduction steps and supporting data, so engineering can act without re-triage.

Python / JavaScript / Retool / DynamoDB / Couchbase / AWS

Helpdesk Analyst L1.5 resolved 2 yrs 4 mos

07 / 2021senior escalation point11 / 2023

Diagnosed complex issues across desktops, mobile devices, applications, and peripherals as a senior escalation point.
Trained and mentored team members, raising ticket accuracy and throughput across the team.
Coordinated with third-party vendors to resolve hardware and software issues covered under annual maintenance agreements.

Subject Matter Expert — Bellhops Project resolved 6 mos

02 / 2021escalation ownership07 / 2021

Owned resolution for the most complex escalated Bellhops cases routed to the team.
Drove root-cause resolution by coordinating across multiple technical departments.
Documented support interactions in ServiceNow and contributed resolutions to the team knowledge base.

Helpdesk Analyst L1 resolved 2 yrs 5 mos

10 / 2018first contact resolution02 / 2021

Translated operational and technical solutions into clear guidance for end users, resolving issues on first contact where possible.
Set and managed customer expectations around support timelines and technology capabilities.

Amber Property Management Mission Viejo, CA / 1 service / 2011 – 2018

Helpdesk Support / Projects Specialist resolved 7 yrs 3 mos

06 / 2011sole IT support08 / 2018

Implemented and independently administered company-wide VoIP service.
Supported business groups with document organization through multiple company acquisitions.
Resolved employee IT requests by phone and email.

Components

What I reach for. All operational.

Languages & toolsoperational

Python, JavaScript, Retool, internal tooling and automation development

Cloud & dataoperational

AWS, DynamoDB, Couchbase, RDR data services

Platforms & systemsoperational

Annspire POS, timeclock systems, VoIP administration, Windows desktop, mobile devices, peripherals

Support operationsoperational

ServiceNow, incident escalation, root-cause analysis, bug triage, knowledge base authoring, vendor management

Incident history

Selected work, written up the way I'd write up a real one.

Manual lookup time on recurring investigations resolved INC-001 / 2024

Resolved — built and shipped
Internal tools in Python, JavaScript, and Retool that pull directly from DynamoDB and Couchbase. The lookups that used to be typed by hand now run the same way every time, and investigation starts at diagnosis instead of data gathering.
Identified — root cause
The same queries were being re-run manually on every recurring investigation, with no shared tooling and no protection against transcription errors at 2am.
Investigating — first signal
Analysts were spending a significant share of each escalated ticket retrieving data rather than reasoning about it.

Multi-system defects stalling between owners resolved INC-002 / 2024

Resolved — ongoing practice
Partner directly with engineering and adjacent technical teams on cross-functional investigations, owning the thread end to end so a ticket spanning several systems still has exactly one person driving it.
Identified — root cause
Issues crossing POS, timeclock, and RDR/AWS data services had no single owner, so each team could close its portion while the customer-facing problem persisted.
Investigating — first signal
Escalated tickets moving between queues without converging on a cause.

Bug reports returning for re-triage resolved INC-003 / 2023

Resolved — standard adopted
Every ticket I file now carries reproduction steps and the supporting data attached. Engineering can start work on receipt instead of sending it back for detail.
Identified — root cause
Reports were arriving without enough context to reproduce, so the investigation effectively happened twice.

Escalation capacity across the team maintenance MNT-001 / 2021 – 2023

Completed — sustained
Trained and mentored team members as the senior escalation point, raising ticket accuracy and throughput across the team rather than absorbing the hard tickets alone.
Scheduled — scope
Complex issues across desktops, mobile devices, applications, and peripherals were routing to a single point of escalation.

No company-wide voice service resolved INC-004 / Amber Property Management

Resolved — delivered
Implemented and independently administered a company-wide VoIP service, then carried it through multiple company acquisitions as the sole IT support for the business.
Identified — scope
No unified voice infrastructure, and no in-house owner to implement one.

Subscribe to updates

devon@hackwith.dev

Best with a sentence or two about the problem you're trying to solve. If it's a role, the stack and the team size tell me more than the title does. I reply to everything that isn't a template.

Email me → Download résumé (PDF) LinkedIn