Case Study · 2024–2025
You Build It, You Own It
Five new cafés opened while the tech team shrank to two people. Each location needed a complete technology setup before opening day — and then ongoing support across 25+ locations afterward.
Context
I joined the Compass Coffee technology team in June 2024. The planned structure was two technicians plus the facilities manager. Within my first week, the other technician left for another job. That left a two-person team responsible for technology across 25 café locations and external clients such as Silver Diner. My manager handled project and facilities leadership; I handled hands-on implementation, troubleshooting, and support.
Between June 2024 and January 2025, Compass Coffee opened five cafés: 14th Street, Adams Morgan, Ballston West, Navy Yard, and College Park. Each opening required a complete technology setup before the site could operate on day one.
Scope of Work
| System | Responsibility |
|---|---|
| Cisco network | Connected each location to the ISP, configured the router, and established the network foundation for all other systems |
| Square POS | Connected terminals, linked the correct location and account, verified menu display, and resolved backend setup issues |
| Ring cameras | Mounted, wired, connected, and verified recording status |
| Sonos audio | Installed speakers, connected accounts, and tested playback |
| Brivo access control | Coordinated with the vendor install team, then owned post-install troubleshooting |
| Coffee equipment & cold storage | Installed or supported setup, checked voltage, calibrated equipment, and verified operating readiness |
| Cabling & outlet verification | Built what was needed on site and caught issues that would have damaged equipment or delayed opening |
Execution Under Fixed Deadlines
The sequence mattered. Network setup came first because POS, cameras, and audio all depended on it. I checked outlet voltage before connecting expensive equipment, especially espresso systems and refrigeration. A typical buildout lasted about a week, often with 10–12 hour days, and the opening date did not move. If something failed, the issue had to be diagnosed and worked around immediately.
Representative Problems Solved
| Issue | Why It Mattered | Response |
|---|---|---|
| College Park freezer access | The freezer would not fit through the kitchen doorway, threatening opening readiness | Removed door hardware from both the freezer and the doorway, maneuvered the unit into place, and restored the installation |
| Incorrect outlet voltage | Wrong electrical configuration could damage high-value equipment and block the buildout | Verified power before connection, identified mismatches, and coordinated construction rework while continuing other tasks |
| Vendor account setup failures | Square, Ring, and Sonos provisioning issues could stall configuration for hours on a one-week timeline | Worked through vendor-side account problems, escalated support tickets, and resumed dependent setup steps as soon as access was restored |
| Square location conflict | A new location appeared to exist in the backend but could not be connected or reused | Determined that the only workable fix was to delete the broken location record and rebuild it from scratch in Square |
Process Improvement & Documentation
When I started, there was no usable documentation for recurring buildout tasks, account setup, or common repair scenarios. Problems were being solved from scratch each time they appeared. I created SOPs for equipment diagnostics and repair, setup guides for recurring vendor tasks, and notes on repeat failure patterns so future work would not depend on memory alone.
A key lesson was that this documentation should have started on day one; some of the earliest lessons had to be reconstructed later.
Operational Impact
5
New cafés brought online
14th Street, Adams Morgan, Ballston West, Navy Yard, and College Park — all within fixed opening windows.
25+
Locations supported day to day
Ongoing support across all locations and external clients after launch, including systems I had personally installed.
26%
Faster issue resolution
Based on manager-reported comparison before and after I joined. Reflects both buildout and ongoing support work.
0 → 1
Documentation baseline
SOPs, setup guides, and recurring-issue documentation were created where none previously existed.
What I'd Do Differently
This work reinforced an operational rule that matters in every buildout: verify the basics yourself. One incident involving a water filter and a valve that did not self-seal made that clear. Even when someone more senior says a step is safe to skip, the technician who is on site owns the risk. That mindset shaped how I approached every later installation, from electrical checks to account validation.
This case study is not only about opening new sites. It is also about post-launch ownership. I installed these systems, then kept them running across the broader operation. That combination of project execution and sustained support is what defined the role.