Vincent Medina

Experience

• 

  Starbucks

  Nov 2007 - now

  • Starbucks Operations Subject Matter Expert (SME) in Hardware and Devices• Makes strategic decisions on initiatives and projects that impact the Starbucks retail environment, working cross functionally with Retail Technology Services Program Management, Retail Infrastructure Product Management, and Mobile Device Enablement Product Management• Provides operational guidance and expertise on initiatives to optimize technology delivery• Works collaboratively with project/program teams to understand and work toward accomplishing the business vision, goals, and objectives of the project or program• Provides timely communication to Retail Field Leadership to minimize interruptions to store operations• Develop and refine store resource materials in partnership with Technology and Ops Excellence organizations Show less • Onboarded multiple BPOs (Sitel & Concentrix) into Genesys Cloud platform. Uploaded hundreds of agents into system prior to implementation and provided onsite configuration/support on day of deployment• SME on Genesys Cloud platform, including Genesys Interactive Reporting, SpeechMiner (Quality Assurance tool), and Workforce Management• Collaborated across business teams to align and define processes for contact center routing• Deployment planning, execution and support for internal and external call centers• Developed and maintained support and sustainment processes and documentation across all business units• Provided production support for Genesys cloud platform, including 24/7 on-call support Show less • Acted as a leader for Service Desk and served as a resource for peers and new hires• Managed the Service Desk contingent workforce which could be upwards of 45 analysts at peak timeso Responsibilities included: submission of requests for new/backfill/replacement positions via Fieldglass, timecard approval, performance monitoring via reporting and providing timely feedback, maintained relationships with vendors to ensure open lines of communication• Data Intelligence gathering and analysis for Service Desk through the use of enterprise tools such as Crystal Reports, Aspect Workforce Management, Genesys Cloud Platform, and BMC ITSM Remedy• Worked cross functionally with multiple enterprise technology teams such as RSPROD, Retail Network, Client Computing Win, Mac, and Mobility, to ensure productivity in both shared and external deliverables, such as onboarding new retail technology (hardware, software, mobile applications) Show less • Monitored Incident Specialist lines and communicated with other departments as a SME on high severity incidents. Escalated incidents to appropriate support teams as needed• Trained and provided feedback and coaching to analysts• Supported department supervision in monitoring, logging, and tracking phone calls/incidents, overseeing staffing and call flow and made necessary adjustments to schedules or call queues to maximize efficiency• Monitored daily workflow during assigned shift and delegated tasks as necessary to ensure completion within established service level agreements• Provided on-call support for high severity incidents after hours and during weekends• Managed the help desk contingent workforce (upwards of 45 analysts at times)o Duties included: submission of requests (new/backfill/replacement) via Fieldglass, timecard approval, performance monitoring via reporting and provide timely feedback, maintain relation with vendors to ensure open lines of communication Show less • Proficient in all Tier One responsibilities• Provided second level support for incidents escalated to the Tier Two queue by further troubleshooting and researching, or engaging and escalating to third level support groups• Provided technical support and guidance for Tier One analysts via the question line, desk side visits or office communicator• Helped create, update, and modify solutions for use by Tier One, Tier Two, and various support groups• Provided on-call technical support after normal business operating hours and during weekends for resolution of first and second level problems of critical severity Show less • Performed technical support in a 24/7 user environment for retail stores and end users based in North America and the United Kingdom• Created and thoroughly documented an incident for each issue and if unable to resolve, ensured proper escalation path for timely resolution• Utilized knowledgebase to troubleshoot technical issues. Provided feedback on articles to assist in relevant and up to date information• One of three partners selected to assist with Tier Two duties on a day to day basis for duration of 18 months. This included answering question line calls, providing support to level one analysts, and working escalated technical issues Show less

  • Technical Product Manager

    Dec 2022 - now

  • Associate Technical Product Manager

    Dec 2020 - Dec 2022

  • Operations Consultation Manager - Retail Ops Technology

    Aug 2018 - Dec 2020

  • Business System Analyst Sr - Field Support Center

    Dec 2017 - Aug 2018

  • Business System Analyst - Field Support Center

    May 2017 - Dec 2017

  • Global Service Desk Supervisor

    May 2014 - May 2017

  • Global Service Desk Lead

    Oct 2011 - May 2014

  • Analyst II: Global Service Desk

    May 2011 - Oct 2011

  • Analyst I: Global Service Desk

    Nov 2007 - May 2011