Panera, LLC, St. Louis, MO
Lead Field Systems Analyst1999-2002
Provided support to all corporate bakery-cafés for Panera Bread (or St. Louis Bread Company) as well as technical assistance to the various franchise technology groups across the country.
·Performed data retrieval, repair, and analysis.
·Researched file creation and upload issues regarding the Sears Photos website.
·Staged and configured outgoing hard drives.
·Analyzed recovered data for anomalies and trends.
·Reported trends and analysis of issues related to hardware/software updates.
·Acted as escalation point for off-site help desk and corporate Field System Analysts.
·Assisted in determining resolutions for all trouble ticket situations.
·Trained, evaluated, and mentored new analysts.
·Participated in the interviewing process of new analysts.
·Tracked on-call schedule and monitored volume.
·Authored & published Help Desk Manual & procedural documentation.
·Developed and published Help Desk Troubleshooting Website.
·Developed & published MS Access ticket tracking database.