Andy Hornstein Email & Phone Number

•Managed third party IT vendor to ensure all IT help desk tickets get handled in a timely manner.•Lead migrations to a new AMS system for all our full service clients.•Gathered appropriate information from operating teams to complete Needs Analysis, Training Assessments, Implementation Plans and RFPs.•Maintained project budgets, timelines and deliverables.•Communicated status of projects to appropriate staff and clients.•Managed process to identify necessary outside technical resources/consultants.•Collaborated with operating teams to define requirements definition, solution design and configuration.•Analyzed business needs and identify training gaps.•Organized and implement a training plan for all deployments.•Tested applicable resources before they go live or into service.

•Provided analysis, prototype setups, functional design, documentation, and consulting leadership during the Configuration, Setup, Design and Development phases of our waterfall approach software implementations.•Led ongoing collaborations with technical leads and project management as well as client personnel.•Analyzed business requirements and developed functional requirements/designs, clearly stating project scope.•Interacted daily with clients business and technical staff to understand processes and key requirements, proactively worked to resolve client issues.•Reviewed clients business processes to determine optimum use of our software and recommend process improvements.•Performed application configuration, testing and evaluation to ensure quality and consistency. •Created training documentation and trained user personnel in the use of the system.•Collaborated with clients, onsite, in all phases of the SDLC ensuring a successful implementation.•Assisted clients with first financial month end close using our AMS software to ensure proper processes and procedures are followed and no issues arise.

•Managed seven direct reports including one manager with four direct reports.•Oversaw all telecommunication and desktop support for 500 end users.•Responsible for ensuring quick and accurate resolution to over 800 help desk requests per month.•Ensured our AMS system is meeting our business needs by maintaining all system codes, working with the vendor to design, test and implement modifications and managing all requests for data extraction and crystal report writing. •Led monthly inter-department meetings to review changes and/or concerns with the AMS system. These meetings give all departments a chance to voice their views about the system and provide feedback so we can make changes to better meet their business needs.•Implemented AMS system upgrade as well as various system modifications to improve company productivity and overall experience. A survey of 400 users showed satisfaction rose 10%.•Responsible for budgets of all desktop hardware and software as well telecommunication usage and equipment.•Developed a desktop computer and laptop replacement plan to simplify our hardware budgeting and inform all departments of their hardware life cycle.

•Managed the successful implementation and support of our companywide AMS system.•Trained two direct reports with troubleshooting skills to help assist in supporting our AMS system.•Worked with various departments to find business processes that were not effectively being handled by the AMS system. Implemented numerous modifications to addresses those deficiencies by working as a liaison between the various departments and the AMS vendor, reviewing design documents and testing modifications before deploying them to the production system.•Managed Siemens Rolm and Octel telecommunication systems for 500 end users. •Negotiated new long distance and local phone service contracts saving the company $10,000/year.

•Managed the Discovery, Design, Development and Implementation phases of our AMS installation.•Reviewed processes from all departments including five separate Goldmine applications, one order entry system and one invoicing system.•Documented procedures and worked the ERP vendor to create and test modifications to the new system.•Acted as the liaison between the various departments, IT and the AMS vendor.•Created training documentation and trained all employees on new system.

•Worked with multiple communication and network vendors to design the infrastructure at our new building. Ensured all network and telephone equipment from the server to the desktop was up and running properly. •Maintained Siemens Rolm telecommunication systems and monitored usage and costs. •Negotiated a new long distance phone contract saving the company $20,000/year.•Supported and maintained all end user desktop applications and hardware issues.

•Supported and maintained all desktop applications and hardware issues for 200 end users.•Maintained Lucent telecommunication systems and monitored usage and costs. •Negotiated rates for executive cell phones and hands-free phones their vehicles.

•Managed Novell network user permissions and directory structure for 150 end users.•Maintained Siemens Rolm telecommunication system and monitored usage and costs. •Acted as point of contact for all communication vendors.•Supported and maintained all end user desktop applications and hardware issues.