Andrew Aydelott Email and Phone Number

Managed day to day operations for technical support help desk and provided second and third tier support for internal and external customers Championed documentation and standardization in a rapidly growing IT Department Supported hundreds of users and devices across multiple business in an MSP environment Researched, proposed, and priced software, hardware, and service solutions to better support our internal and external customers Conducted Penetration testing, drafted remediation reports, and worked with peers across the organization to implement said remediation items Maintained exceptional relationships with commercial customers evaluating and suggesting service, hardware, and software solutions designed to fit their business needs Worked closely with internal management to preemptively evaluate and adapt practices, products, and service offerings to ensure the business was always ready for new trends in support methodologies Proposed and managed projects for Commercial IT Department, including creating roadmaps, task lists, and work delegation

• Managed second and third tier support for a 300+ user organization spanning 18 Branches• Created processes, documentation, and co-implemented numerous projects ranging from physical server replacements, to knowledge base product adoption, and asset management/change management implementation• Co-interviewed, Trained and coached new and existing employees on processes relevant to their position• Worked independently, managed time, schedule, and maintained a highly organized set of daily processes• Responsible for quoting, requisitioning, purchasing, and reconciling numerous product and service enhancements• Participated in a 24/7 on call rotation managing critical production systems and sites including numerous AT&T MPLS circuits• Worked closely with network administrators of all grades in network design, configuration, maintenance, and documentation (logical and physical)• Worked closely with software, service, and hardware vendors to assess, troubleshoot, upgrade, and decommission a wide variety of items

• Provided First level support for a 7000+ User organization spanning 3 Major hospitals and multiple satellite sites• Excelled in providing outstanding customer service and support by managing customer facing perception and call hold/wait times• Provided end users with explanations of problems and application training in a manner in which anyone could understand• Provided first contact phone and email support on a wide range of applications including:o Windows XPo Epico MS Officeo MS Active Directoryo Encentuate (Two factor Authentication Software)o Meditecho Softlabo IP Based Network Printerso Citrix/VMWare o Heat Support Ticketingo Cisco IP Phone Systemso Adobe Acrobat/Nuance PDF• Thoroughly ticketed calls using the HEAT ticketing software and gathered information in a pertinent and usable manner• Worked closely with on-site technicians to schedule site visits in appropriate timeframes if first call resolution wasn’t possible• Assisted in contributing to and maintaining existing elements of a Knowledge Base

• Brought in as consultant and technician on field support program pilot test• Assisted in the creation of a field support model for covering over 100 geographically diverse field offices located thorough California Including co-creating standards for:o Workstation naming conventionso Field office visit checklistso Software recommendationso Workstation lifecycle replacementso Office profile creation (site address, network condition, ISP information, workstation locations/software loadouts, office contacts, etc…)• Worked with a centrally located support desk to resolve issues, create work tickets, and provide an on-site technician for any sensitive/low level maintenance.• Maintain a professional working attitude in a politically and geographically disparate environment. • Assisted in the general upkeep of an extremely diverse fleet of hardware deployments• Worked with various software applications for technical support assistance and user management including:o VMWareo Active Directoryo CA Service Desko MS Office Suite

• Responsible for self management in regards to time management/scheduling, travelbudgeting, expense reporting, daily report generation, and supply organization.• Installation and Maintenance of 200 workstations and thousands of peripherals• Maintain and install network systems in 14 centers including adherence of EIA/TIA586A/B standards.• Managed Infrastructure in 14 geographically diverse centers spanning the CA centralValley and Central Coast• Coordinated with Remote development and project teams to manage pilot, alpha, beta,and General Release stages of approximately 3 software/hardware/infrastructurereleases per month.• Prepared Training materials and held classes to disseminate information to over 100team members on a bi weekly basis.• Prepared Technical support tickets and worked with a structured technical supportorganization based remotely to resolve outstanding issues as well as provide solutionsto known issues.• Coordinated technology installation and maintenance efforts with in-center managers• Responsible for the installation and maintenance of a Cisco Based Network withMultiple Switches/Routers, Multiple Virtual LANs, VOIP and Network Based DVRsystems.• Familiar with the installation and maintenance of high end production printers and theirnetworked/software components from companies such as Xerox, Canon, Oce, Konica,and Brother.• Daily use of multiple software titles including the Microsoft Office Suite, MicrosoftSharepoint, the Adobe Creative Suite, Norton Ghost, EFI Command Workstation, EFIFiery XF, as well as multiple custom programs designed specifically for internaloperations.

• Supervised employees and maintained an efficient workplace• Trained and instructed New employees in technical issue resolutions• Delegated tasks and ensured daily duties were completed according to shoprequirements• Championed customer service, and ensured all customers were satisfied upon theirdepartureAA• Coordinated guest requests and organized system arrival and departure bills• Created work orders for repair/New system builds• Installed and troubleshot system hardware;• Installed, removed, and conducted troubleshooting of all software including but notlimited to: Microsoft Windows (3.1-Vista), Geovision (CCTV Systems), Most Linux basedDistros, Quickbooks, Popular Browser choices, and many malware/virus removalsoftware

• Championed a team oriented atmosphere where multiple employees sharedresponsibilities and triumphs• Conducted training in best practices for all aspects of store operations• Consistently ensured success by hiring the best talent• Oversaw cash handling procedures including daily financial report generation, depositcreation, and till reconciliation• Calculated daily sales goals and strived to beat them to ensure revenue growth andprofitability• Scheduled team members in order to best serve the customer• Worked closely with corporate support team to implement marketing and salesmaterial.• Organized and inventoried retail stock, and ensured product was displayed correctlyaccording to retail floor plans• Conducted community team building exercises including raffles, video gametournaments, and events• Created a team focused workplace where team