Andre Gary Email & Phone Number

United States

Support Services Supervisor- 5/27/2024-Present Served as subject matter expert responsible for overseeing, tracking, and implementing all aspects of quality assurance, escalations, and project-based requests within the Support Services department related not limited to Orders, Tickets, Tasks, and Knowledgebase Articles. • Partnered with Service Managers on challenges with their wireless environment, services, and integration efforts, to deliver operational improvements and a tailored customer experience to clients• Strong analytical skills with advanced experience in troubleshooting and resolving complex cases. • Directly oversee 4 employees including all HR functions, employee relations, mentoring, motivating and training, and succession plans. • Provided leadership and vision to the organization through "management by example"Quality Assurance/Training Manager-3/24/2022- 5/27/2024 Designed training curriculum to develop service delivery, issue resolution, and interpersonal communication skills. Routinely assessed training effectiveness and defined future needs by reviewing and analyzing staff performance metrics. • Built, updated, and maintained all training materials, including but not limited to presentations, job aids, reference material, and knowledge base articles learning optimization across all assigned platforms • Entrusted to develop and train over 25 new Team Members as part of the new hire onboarding program• Created and implemented the Quality Assurance Assessment form adopted for use across the Company• Single-handily completed Quality Assurance checks for 10% of the weekly total of Service Desk callsHelpdesk Technician- - 8/1/2021-3/24/2022 Processed and responded to inbound tickets, calls, chats, and email, inquiries from users. Routinely directed the timely processing of tickets through our internal CRM tool with the goal of first-call resolution and meeting Service Level Agreements.

Gibsonton, Florida

Bullfrog Creek is a stream located just 1.4 miles from Gibsonton, in Hillsborough County near Riverview, FL. Fishermen will find a variety of fish including brown trout, redfish, blue catfish, catfish and largemouth bass here. Below the Waterline is Bullfrog Creek's only bait and tackle shop with a line of recreational equipment (f)available for hourly rental and accessible by water. Fishing in the shallow waters of up to The Kitchen provides a high quality experience in a beautiful natural setting. Launching a canoe from Below the Waterline Fishing shop you will experience mangrove islands, seagrasses along with shore- birds, wading birds, fish, horseshoe crabs and other wild animals. You have many opportunities to have a memorable experience at Below the Waterline Fishing.Below the Waterline Fishing at Bullfrog Creek was founded in 2017 by U.S. Army Combat Veteran Andre Gary. Andre Gary Retired as a member of the U.S Army Signal Corps from 1995-2015.

Tampa/St. Petersburg, Florida Area

Served as the Help Desk for 5,000 online users. Provided expert technical advice, guidance and recommendations to management and other technical specialists on critical areas of responsibility in responding to requests for technical assistance in person, via phone, electronically, advised user on appropriate actions, identified and escalated situations requiring urgent attention, and information management of recurring problems. Knowledgeable on techniques and principles of internet development, statistics and data collection for a website which range from website visits to performance of web server. Managed the use of terms to improve the overall usability of the website.

Fort Hood, Tx

Received verbal and/or written work orders and instructions form supervisor. Reviewed and analyzed complex schematic drawings to determine work to be done, methods and sequence of tasks. Followed standards and practices while meeting service deadlines. Performed housekeeping duties for assigned Performed preventative maintenance on all assigned company tools, equipment and motor vehicle. Responded to customer inquires about products, work operations, etc. during field contacts. Used hand tools to connect wires to terminals and to attach and detach various kinds of hardware to cable, etc. Worked with Layer 1 Routers and switches Installed and maintained color coded wires and fiber optic cables

U.S. Army, Okinawa, Japan

Served as Senior Technical Support Manager. Provided expert technical advice, guidance and recommendations to management on critical Tactical Satellite, Voice Over IP , SharePoint, fixed/semi fixed and mobile sites. Provided day-to-day systems backups and verified the validity of data. Implemented checks and balances of overall program management for all computer hardware, software, telecommunications equipment, and audio/video equipment. Interfaced independently with other Video Teleconferencing facilitators in scheduling of conference call services. Deployed, sets-up, and activated video and audio equipment used for enterprise-wide presentations. . Assisted with creating user accounts and providing end user training. Detail oriented with an innate sense of follow-through, team spirit, and professional responsibility for my quality of one’s work

Fort Hood

Served as the Senior Training and Development Manager for unit training and standards consistent with the organization’s mission, vision and values. Provided HR leadership and other responsibilities not limited to, coaching and consulting; development of selection and retention strategies and delivering on HR programs. Involved directly with the supervision and professional development of over 26 teams of Logistical and Operations Managers. Identified resources and formulated actionable recommendations/options for corporate leadership during day to day operations. Proven be able to effectively influence, communicate, and manage multiple tasks simultaneously, performing in-depth analysis of programs and policies, and possess the interpersonal skills necessary to interact with employees, and all levels of leadership. Demonstrated strong business acumen, and maintains excellent customer satisfaction levels regarding HR support. Developed teams that were highly valued, ethical and responsive to customer needs. Supervised a subordinate staff of 15 administrative, technical and clerical personnel. Responsible for maintenance of administrative records and responding in a timely manner to, regulatory inquiries, management requests, and standardized reports while ensuring the accuracy of the information and maintaining the simplicity of the system. Handled complex staff relations issues by conducting investigations, addressing leadership regarding employee relations and mediating differences between staff and management. Worked closely with management and staff to improve work relationships, build morale, increase productivity and retention. Ensured the distribution and understanding of corporate HR communications to regional leaders and staff. Analyzed trends and metrics in partnership with HR group to develop solutions, programs and policies. Represented the organization in interactions with other organizations and recommended resolution of difficult issues.

Various

Served as Deputy Signal Systems Chief, with responsibility for planning, managing, implementing and providing technical direction for the operation and integration of all information systems in support of an branch-sized unit and its tenant activities. Provided effective supervision, training, and guidance to Call Center personnel, including vendors, and end user department representatives. Accurately and effectively planned, lead, organized, and controlled work of employees leading to high productivity, quality, and responsiveness. Resolved personnel and organizational conflicts. Developed and maintained action plans to improve staff morale. Prepared and conducted annual performance reviews and successfully lead personnel to opportunities for growth and improvements. Monitored equipment, systems, and services to ensure proper operations and maximum uptime. Demonstrated skills and ability to define, document, and resolve technical problems, working as a team with support personnel. Escalated problems and provided Incident Reports in a timely manner. Identified potential areas where operational policies and procedures needed to be created or changed; developed project strategy and planning phases including creation of project goals, scope, and implementation plan Responsible for management, development, coordination, implementation, and maintenance of a comprehensive Information Technology (IT) program encompassing automation, telecommunications. Provided technical guidance on the installation of System and Interim Change Packages (SCP/ICP) for logistical STAMIS, Army Battlefield Command Systems, Global Positioning System (GPS). Provided technical assistance on operating systems, networking, computer operations, communications and office automation, diagnosed and corrected problems with computer hardware and software applications, designed, developed and implemented.

Associate Of Science (A.S.), Computer Technology/Computer Systems Technology, 3.0

High School Diplomia, High School Diploma

Associate Of Science In Information Technology, Information Technology