Taylor Downs Email & Phone Number

Fayetteville, Ga, Us

Atlanta, Ga, Us

As a Technical Program Lead, I support the Director of Restaurant Experience and have built a new Operations team from the ground up to support Chick-fil-A's initiative to modernize our point of sale and kitchen production system. I am using my extensive history of systems and user support coupled with 15+ years of sharpening and broadening my technical toolbelt of proprietary and non-proprietary skills to define the Operations team's scope, staffing requirements, and project timelines. I lean on my experience leading collegiate and professional music productions, volunteer groups, sports teams, hackathons, long-term work projects, and even video game teams to appreciate the broad range of skills and personalities of each of my team members and to serve and enable them while confidently pioneering ahead toward our goals. We are building support processes, observability standards, operations dashboards, and custom support tools as a team, and I use my unique Chick-fil-A experience to influence architecture decisions and bring scaling and support requirements for these solutions to my team. This team instills a positive culture of collaboration around which cross-functional teams rally to rapidly solve complex problems together.My experience on our Restaurant-facing help desk from earlier in my career helps me strengthen the relationship between our product teams and our support team, and my years helping to build and monitor backend services to power our commerce systems help me identify inefficiencies and operational gaps that we can solve with home-grown solutions or clever adaptation of existing products. Together, the Operations team allows Chick-fil-A to scale and efficiently support our modernized commerce solutions.

Atlanta, Ga, Us

Serve as Systems Analyst for a custom-built internal application abstraction layer to connect menu, loyalty, POS, production, fulfillment, and configuration microservices powering the Chick-fil-A Customer and Restaurant experiences.Act simultaneously as temporary Product Owner, Systems Analyst, and Quality Assurance Lead for Restaurant management tools as they are migrated out of legacy monolithic datacenter applications and into scalable AWS API's.Deploy and automate monitoring solutions like DataDog and Prometheus in AWS for Kubernetes, EC2, and Kafka resources, leveraging Linux shell skills learned on the job.Leverage 8+ years of contract and full-time work at Chick-fil-A to train new Digital Transformation & Technology hires on Restaurant architecture, department history, process, and culture as we rapidly hire Staff and Contractors to help modernize our commerce systems.Serve on an internal DataDog Guild to improve DataDog competency and assist various teams with their observability needs.Study and become competent in Python 3, assisting in code reviews of teammates' Github pull requests- especially when Lambdas are being developed.Become comfortable using AWS tools including CloudFormation, EC2, Managed Service Kafka, Identity and Access Management, Session Manager, and Elastic Beanstalk through on the job experience managing monitoring, deployment automation, and support for various new, Restaurant-facing tools.

Atlanta, Ga, Us

Expanded scope, depth, and expertise of my previous role.

Atlanta, Ga, Us

Work with monitoring team to build mature monitoring process for the point of sale environment.Perform chainwide SQL queries via proprietary scripts to gather and manipulate database data for support and research.Provide technical support for major problems regarding POS infrastructure.Business owner of application, database, and web enterprise servers for POS infrastructure, acting as initial escalation point for problems associated with these servers.Coordinate with internal business analysts and NCR to enhance proprietary store management software.Leverage PowerShell scripting when appropriate to address POS problems and build development SCCM sessions to test them before deploying them to production.Lead a task force to identify, better understand, and address wireless connectivity issues in the field and present findings to Chick-fil-A's network infrastructure team.Use professional development hours to learn various scripting and query languages including the command line, PowerShell 5.0, SQL, and Python 2.0.

Atlanta, Ga, Us

Serve as third level escalated support for issues and problems with Chick-fil-A's proprietary iPOS mobile POS software.Create and update knowledge base articles for troubleshooting and supporting iPOS.Analyze trends in iPOS call volume and incidents reported.Work with third party vendors such as NCR to efficiently resolve iPOS problems with no known resolution or workaround.Conduct weekly team meetings with Chick-fil-A to monitor the pulse of iPOS support on the Chick-fil-A IT Service Desk, make product improvement suggestions, and find training improvement opportunities for first level support analysts.

Atlanta, Ga, Us

Troubleshoot and support Chick-fil-A restaurant hardware such as NCR/Radiant point of sale registers and kitchen production systems, office PC's, network switches, Source Technology MICR printers, third-party printers, and Loomis Smart Safes.Support and troubleshoot proprietary Chick-fil-A software including ServicePoint point of sale software, iPOS, mobile reporting applications, @CFA Home corporate website, and web applications for check printing, employee permissions management, and other daily restaurant operations.Support Chick-fil-A ReMACS and Macromatix InFORM accounting software.Create, update, and resolve incident tickets using web-based ServiceNow incident management platform.Manage all Level 1 Agent callbacks to ensure prompt completion. Run reports during non-peak hours of tickets not updated in 24+ hours and update or follow up on them for more efficient resolution.

Overland Park, Kansas, Us

Create music set lists for Wednesday night LIFT youth gatherings.Lead worship music for students during LIFT.Mentor male high school students in small groups.

Rome, Ga., Us

• Supervised team of computer technicians• Virus removal• PC and Mac diagnostics• Hardware/software installation and removal• Internet troubleshooting• Troubleshooting and data recovery with Linux tools such as Knoppix and Ubuntu• Technical support desk • Trusted to handle profits and deposit in on-campus bank• Attained CompTIA A+, Network+, Security+, Microsoft Office 2010 Specialist, Microsoft Word 2013 Specialist, and IC Critical Thinking certifications

• Played both lead and rhythm electric and acoustic guitar in weekly services• Attended weekly band practices• Used Planning Center website to access songs and chord sheets

• Led contemporary worship services, singing and playing guitar• Selected worship songs for weekly services• Worked with youth pastor and multimedia team on creating order of services• Led worship both alone and with other musicians• Conducted weekly band practices• Mentored high school and middle school students• Use CCLI website for obtaining chord sheets