Andy D. Email & Phone Number

Land O' Lakes, Fl, Us

Nashville, Tn, Us

• Review project Statement of Work (SOW) to determine schedule, budget, resource needs, and project strategy.• Work collaboratively with the Solution Consultants to define and carry out the project objectives.• Manage scope expectations by communicating scope deviations to ensure all project representatives (customer, project resources, etc.) are always clear on scope.• Build and maintain relationships with customers and key personnel.• Prepare and present Project Change Requests for scope or contract changes.• Establish and track to an implementation Project Plan for the duration of the project.• Lead bi-weekly sprint planning and daily standups with cross-functional project team.• Direct and coordinate activities of cross-functional project team to ensure project progresses on schedule and within budget.• Enter and maintain resource and project projections for the team’s portfolio of work.• Identify, track, and resolve project risks and issues in a timely fashion, escalating when necessary.• Prepare for and lead project planning and status meetings with the customer and/or management.• Communicate progress and timeline to internal and external stakeholders via status reporting.• Lead coordination efforts on custom solutions across departments in the organization; incorporate multidepartment tasks within overall Project Plan.• Establish criteria for evaluating project deliverables and review project deliverables for completeness.• Develop, maintain, and store project documentation in shared repository.• Lead, coach and motivate project team members on a proactive basis.• Facilitate, document, and distribute lessons learned at the end of each project.• Participate in lead internal PMO huddles.• Incorporate lessons-learned across Professional Services into project/process updates.• Other duties as assigned by the leadership team.

Muncie, In, Us

Muncie, In, Us

· Efficiently manage complex and/or high-profile programs.· Manage and communicate a clear vision of the project’s objectives and provide the necessary leadership for the Client Services team to accomplish those goals.· Provide oversight of partner relationships about client conversions and assist with projects that support divisional and corporate strategic initiatives.· Ensure appropriate timing, resources, pricing, value proposition, and sequencing of work efforts are aligned to produce a high-quality result within a given period.· Facilitate required decision-making for program progress.· Assist in the creation and maintenance of program metrics, controls, and communication tools.· Meet regularly with internal management teams to provide feedback and suggestions regarding process efficiency and effectiveness to establish best practices.· Develop and maintain communication in a cooperative and professional manner with all levels of customers and company staff. · Communicate with other team members regarding new ideas and concerns openly, honestly, and constructively.· Take responsibility for and make every effort to resolve communication concerns and problems.

Calgary, Ab, Ca

• Responsible for ensuring global field and office users are provided efficient and timely first and second level support on a 24 x 7 basis• Accountable for working with the Manager, IT Infrastructure and Operations to define operational SLA’s and build repeatable processes to ensure total quality management.• Ensure relevant documentation is created, controlled, and updated effectively • Confirm the Service Delivery team is meeting pre-defined SLA’s for service delivery and customer service excellence• Lead Service Desk personnel by providing coaching, mentoring, and supervision as well as developing the team through training recommendations and development plans.• Provides direction in the development and implementation of service quality improvement programs, processes, initiatives, and software solutions used in the Service Desk.• Responsible for the development, maintenance and reporting of service KPI’s and performance metrics, working with other teams within IT as needed to develop appropriate data capture and reporting tools.• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.• Resolves problem situations in a professional and timely manner.• Acts as escalation resource for Service Desk issues.• Participates in the recruitment, hiring, and training process for IT Service Desk team members• Translating repeatable tasks into workflow items for the purpose of process improvement and potential automation• Runs weekly CAB (Change Advisory Board) meetings for IT department and owns Change Request process • Owner of ServiceNow Application as an Administrator and works to resolve any bugs and workflow enhancements• Owner of CMDB (Configuration Management Database) and all hardware asset tracking

Calgary, Ab, Ca

• Provide level 1 and 2 service desk support, assisting with hardware and software issues • Field incoming help requests from end users in local and remote locations• Malware identification and removal • Maintain local network policies, practices, security measures and control documentation • Assist in preparing, revising and maintaining procedures and documentation • Identify trends and propose solutions that head-off recurring and future issues• Work daily to create an exceptional experience for all who contact the Service Desk

Brookfield, Wisconsin, Us

• Provides first line technical support for all users across multiple states, time zones.• Uses existing tools to resolve a variety of technical issues.• Responds to telephone calls, emails, help desk ticket system requests, and in-person requests for technical support.• Collaborates regularly with the IT Team to resolve technical issues and continually improve the technology experience for all our users.• Supports products and services to include, but not limited to different device types: PCs, thin clients, mobile and Chromebooks• Supports infrastructure, consisting of client/server, web-based systems, both on-prem and cloud, business systems, desktop application software, basic networking, and peripheral devices.• Other responsibilities as assigned.

New York, Ny, Us

• Assist with projects and network upgrades of infrastructure• Update documentation and create training to help better support the systems• Log and troubleshoot incidents reported by network monitoring and intrusion detection systems• Troubleshoot with voice and data vendors as needed • Accountable for following incident management process for all emergency related issues• Escalate tickets accordingly based on severity and business impact• Delegate tickets to internal technical support analysts • Train and supervise internal Technical Support Analysts• Central point of contact for various vendors • Assist with aligning IT with the objectives and needs of the business • Communicate with staff on any major system updates, events or outages • Create weekly reports on current IT projects and necessities• Approve expenses for IT related upgrades, licensing, maintenance, or contractual work • Manage Citrix XenApp 6.5 environment • Configure and troubleshoot issues with VOIP system • Travel to various satellite offices as needed

New York, Ny, Us

• Provide platinum customer service to both internal and external clients• Designated as escalation support representative for telecommunications support tickets. Assist with questions regarding procedure or calling out to telecommunications companies with circuit related issues. • Telnet into routers and check logs to determine root cause of issues and check for any errors, resulting in better resolutions with networking related problems• Create tickets for R&D employees on escalated issues. This allowed for a more detailed review of a clients issue which results in more accurate resolutions• Work on projects internally for customer experience. These projects help to identify any areas of a client experience that could use improvement

• Order replacement hardware through HP• Evaluate and repair malfunctioning machines• Provide technical phone assistance• Handle image creations and backups• Create, update, close and delegate tickets through ConnectWise• Configure and support ports, switches, and UPS’s

Denver, Co, Us

• Handled first line phone and physical support • Reset passwords in active directory• Helped guests connect to the wireless network• Provided timely follow-ups with guests• Created, updated, closed and delegated tickets through Remedy• Provided remote assistance to fourteen remote locations• Evaluated and repaired malfunctioning machines• Created training and troubleshooting documentation

Lisle, Illinois, Us

• Imaged machines using Symantec Ghost• Provided remote assistance to three remote locations• Evaluated and repaired malfunctioning machines• Lent assistance and expertise to tier 1 technicians • Created, updated, closed and delegated tickets through Remedy• Configured and supported ports, switches, and UPS’s • Provided timely follow-ups with customers• Ordered replacement hardware through HPPromotions:• Promoted from Tier 1 to Tier 2 Technician (January, 2010)