Behind every seamless login, resolved ticket, and restored connection lies a team that is the backbone of operational continuity in any organization: the Service Desk. From troubleshooting to managing network issues, and sudden system outages, this team is always just a call away. In this story, you’ll learn more about the members of our amazing Service Desk team.
Tell me about yourself and your life growing up!
I grew up in the San Francisco East Bay with my older brother, younger sister, and a lively household filled with dogs and cats. Some of my fondest childhood memories are from family trips to places like Hawaii, Mexico, and various spots across California, including Monterey and San Diego. Growing up, I liked playing sports, especially baseball and played for about 10 years. After I stopped playing, I spent around four years as an assistant coach for a youth league in my city.
How did you develop a liking for Technology?
In high school, I joined the Green Engineering Academy which was a program designed to prepare students for careers in technical fields. This experience sparked my interest in green technology, sustainability, and environmental issues. I developed a passion for exploring new ideas, pushing limits, and executing impactful results. Some of my proudest innovative accomplishments were during my last two years of high school when I participated in the County Science Fair. One year, my friend and I built a hovercraft powered by a leaf blower motor and propelled by a weed whacker motor which won second place in the Engineering category. The next year, we developed a solution for removing crude oil from ocean water after oil spills, which earned us first place in Excellence in Water Research.
What was life like after college?
After graduating college, I returned to the Bay Area to work as an assistant manager at a retail store for about six months. I then moved back to Southern California to work at another popular retail store as a Fulfillment Operations Team Lead, overseeing a team of about 30 employees responsible for both in-store pickup and shipping orders from the store. I spent about six years in retail which I value greatly because it's where I developed a strong work ethic, learned to interact with people from diverse backgrounds, earned my first leadership position, and enjoyed the experience all at the same time.
How did you find Taco Bell?
While I valued retail, I decided to transition to IT because it's where my passion lies. I found the IT Help Desk role at the Taco Bell Service Desk and applied immediately. Over the last four years, I progressed through various roles and now serve as a Team Lead. My favorite part about working at Taco Bell is the company’s commitment to innovation and its drive to push boundaries and redefine what is possible for the QSR industry.
What’s one thing you wish more people understood about the Service Desk?
I wish more people could see how integral the Service Desk is to the success of technology. The Desk has some of the most talented, innovative, and strategic individuals in all of Taco Bell technology. Over the past few years, we've adapted quickly to various new technologies to better the order and overall Team Member experience. We're proud to support a wide range of platforms and embrace the challenge of staying ahead of constant changes and responding to occasional bugs or defects. It's a significant responsibility, and we take it seriously because we understand how much it impacts the field and Taco Bell as a whole.
Do you have any fond memories of Taco Bell Service Desk after hours (aka the night/graveyard shift)?
One of my favorite night shift memories was our end-of-year celebration in 2024. We had a fantastic year at the Desk including meeting all our metrics, successfully supporting the rollout of several new technologies, and setting the standard for what support should look like at Taco Bell. Celebrating with the team and reflecting on such a great year was truly rewarding.
On the flip side, while it might not be fun in the moment, there's something satisfying about decompressing as a team after navigating through a major call-driving incident like a credit card or back-of-house outage.
What’s one piece of advice you’d give someone starting in this field?
My biggest piece of advice for anyone entering the tech field is to treat every day as an opportunity to learn something new. Growth comes from discomfort, so don't shy away from challenges. Always look for ways to improve processes, even if that means automating tasks or taking a completely new approach unheard of before. Take ownership of your career by envisioning where you want to be, creating a plan, and executing the vision with intention.
What do you want your legacy to be?
I want my legacy to be that of someone who led with purpose and made a meaningful impact. I hope to be remembered as a leader who lifted others up, brought fresh ideas to the table, and wasn't afraid to do the hard work to bring those ideas to life. More than anything, I want people to know that I genuinely cared about the team, the work, and doing things the right way.