hackwith.dev

Open to new roles San Clemente, CA Production Support Analyst

devon hackwith.dev

I take the tickets frontline support can't close — the ones that cross three systems and two teams before anyone finds the cause.

One of four analysts supporting the point-of-sale software running 7,500+ Taco Bell restaurants. Fourteen years in technical support, eight of them advancing through four roles at the same company. Lately I've been narrowing the gap between support and engineering by building the tools that make an investigation take minutes instead of hours.

Email me → Download résumé (PDF) LinkedIn
Work Most recent first. Employers as branches, roles as commits.
Taco Bell Irvine, CA · 10/2018 — present · four roles
  • HEAD → current 11/2023 — present

    Production Support Analyst II

    Annspire Reliability Services

    • 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 across POS, timeclock, and RDR/AWS data services with reproduction steps and supporting data, so engineering can act without re-triage.

    Python · JavaScript · Retool · DynamoDB · Couchbase · AWS

  • 2 yrs 4 mos 07/2021 — 11/2023

    Helpdesk Analyst L1.5

    • 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.
  • 6 mos 02/2021 — 07/2021

    Subject Matter Expert — Bellhops Project

    • 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.
  • 2 yrs 5 mos 10/2018 — 02/2021

    Helpdesk Analyst L1

    • 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 · 06/2011 — 08/2018
  • 7 yrs 3 mos 06/2011 — 08/2018

    Helpdesk Support / Projects Specialist

    • 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.
Education tagged releases
  • tag: certification

    Python for Everybody Specialization

    University of Michigan, via Coursera

  • tag: coursework

    Saddleback College

    Mission Viejo, CA

Built Internal tooling. Source lives behind the firewall, so no links.

Investigation dashboards

Retool dashboards that pull live records from DynamoDB and Couchbase, so an analyst answers a question on one screen instead of stitching together four.

RetoolJavaScriptDynamoDB

Data-retrieval scripts

Python scripts that automate the lookups behind recurring investigations. Same query, same shape, every time — and no transcription errors at 2am.

PythonAWS

Transaction tracing

Couchbase query patterns for following a transaction through its configuration records to isolate the failure point, then confirm the fix before the ticket closes.

CouchbaseSQL

Reproducible bug reports

Not software, but the most useful thing I build: tickets with the steps, the data, and the trace attached, so engineering can start work instead of re-triaging.

Root causeDocumentation
Toolkit What I reach for day to day.

Languages & tools

Python, JavaScript, Retool, internal tooling and automation development

Cloud & data

AWS, DynamoDB, Couchbase, RDR data services

Platforms & systems

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

Support operations

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

Contact I reply to everything that isn't a template.

devonhackwith@gmail.com

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.

LinkedIn Résumé (PDF)