Tyler Ralston

About Tyler Ralston

I’m a dedicated and seasoned IT professional currently working as a Major Incident Manager. My background is in IT support, retail, and the customer service industry - which has taught me to be a skilled communicator and problem solver. I’m experienced in coordinating restoration efforts during widespread technology outages, participating in post-mortem analysis, leading and working with diverse teams, collaborating with others, building meaningful relationships, and mentoring others to be the best versions of themselves. As a certified Professional in Agile Project and Delivery Management, I have extensive knowledge of Agile methodology, Jira, and project management fundamentals.I was born and raised in the Seattle area, which instilled a passion for the outdoors and environment in me from a young age (I’m a diligent, almost obsessive recycler). My rural upbringing created and developed a love for animals and their well-being. I\'ve rescued two dogs from kill shelters and they\'ve been the center of MY world ever since. In my spare time, you’ll find me at the park with them, hiking, reading, traveling, or trying out a new restaurant for the first time. I’m a foodie to my core.

Experience

1. Senior Systems Analyst Major Incident Manager - Major Incident Response

   Starbucks

   Dec 2024 — Present · Austin, TX, US

   Provides 24x7 global support of critical systems in a rotating on-call environment• Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders. • Ensures incidents that are not immediately resolved are appropriately escalated to service owner.• Collaborates and supports initiation efforts by assisting in the definition of scope and the development of work plans, estimate, and timelines.• Utilizes techniques to assist business and process design and re-engineering for medium-high complexity cross functional projects.• Coordinates across teams and leverages relevant process and technology proficiency to propose options and recommended solution(s).• Identifies and assesses improvement opportunities (productivity/efficiency gains, cost savings, etc.).• Acts as team’s scrum master to drive projects using Jira / Lean methodology • Assists functional design development utilizing user centric design techniques for medium-high complexity cross functional projects.• Assists requirements elicitation, user story creation, and backlog grooming for medium-high complexity cross functional projects.

Education

• Arizona State University

  Bachelor of Arts - BA

Skills

• Troubleshooting
• Microsoft Office
• Sales
• Order Management
• Writing
• Pos
• Management
• Team Building
• Retail
• Analysis
• Barista Training
• Technical Support
• Mentoring
• Process Improvement
• Time Management
• Cashiering
• Data Entry
• Communication
• Hardware
• Problem Solving
• Leadership
• Customer Satisfaction
• Training
• Call Centers
• Hiring
• Computer Proficiency
• Retail Sales
• Retail Category Management
• Merchandising
• Social Networking
• Information Technology
• Software Troubleshooting
• Microsoft Word
• Team Leadership
• Incident Reporting
• Organization Skills
• Customer Experience
• Store Management
• Powerpoint
• Microsoft Excel