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.

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.

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.

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

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.

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

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

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