Andrew Croft Email & Phone Number

Kirkland, Wa, Us

Redmond, Washington, United States

• Strategic Customer Engagement: Spearheaded customer success initiatives for cloud-based bankingproducts, resulting in improved customer experience and significantly increased retention. Developedcomprehensive onboarding processes and ongoing engagement strategies, enhancing customerlifecycles from onboarding to long-term support.• Data-Driven Insights: Built customer success metrics using tools like New Relic and Splunk, deliveringactionable insights that optimized workload and improved customer satisfaction. Leveraged data toguide platform enhancements and resolve pain points.• Team Leadership and Development: Led a cross-functional support team, mentoring and trainingteam members to handle complex issues. Conducted regular QBRs with key accounts to align onstrategies for platform growth and retention.• Customer Advocacy: Served as a key advocate for customers, ensuring feedback was integrated intoproduct development cycles. Helped shape new features based on real-world customer data.• Resource Creation: Developed extensive technical documentation and knowledge bases to assistinternal teams and customers. Conducted workshops to empower users in managing cloudenvironments independently.• AI/ML Integration: Designed and deployed an AI chatbot integrated with AWS Lex, reducing manualcustomer interventions and enhancing service efficiency through cloud-based solutions.• Monitoring and Observability: Created customer success dashboards leveraging New Relic and AWSCloudWatch, improving visibility into performance bottlenecks and enhancing proactive customerservice.• Customer Support Portal for Financial Institutions: Developed a customer support portal inZendesk, serving as the central communication hub for customers, allowing them to access self-help documentation and submit tickets for assistance. Integrated with developers' Jira boards,ensuring seamless ticket tracking and complete end-to-end documentation of the ticket lifecycle.

Bellevue, Washington, United States

Bothell, Wa

- Created Tech Dev operations plans for multiple Mission Critical FirstNet applications that interface with AT&T network teams and 3rd party applications. Each plan connected FirstNet’s ecosystem/IoT network; including architecture, monitoring, SLAs, ticketing systems/process, etc. Documents are used as a centralized information reference for many teams.- Managed ticketing system for customer related issues. Created Job Aids and Knowledge Transfer documents on how to triage issues by application and issue. These process documents decreased SLAs by 60 minutes.- Led onboarding of new FirstNet applications by creating and documenting processes. Documents improved meeting GA deadlines. - Conducted quarterly BIAs/audits of monitoring alerts, thresholds, and baselines. Reports were used to automate monitoring processes to reduce manual involvement to nearly zero. Received Kudos award from Tech Mahindra for becoming SME of project.- Managed quarterly OS patching cycles, which consisted of over 200+ servers, by working with DBAs, SAs, Tier II and Tier 1 teams.- Controlled change and service management process for all production environment requests for FirstNet in Agile lifecycles.- Performed RCA and Lessons Learned sessions with key stakeholders post outage or escalation.- Helped decrease MTTR, downtime/outages and escalations by providing metrics, KPIs, improvements and enhancements to AT&T application leads and leadership. Won Tech Mahindra Kudos award for outstanding development and integration.

Redmond, Washington

Manage sports vertical for Tech Mahindra in the Pacific Northwest. Combining the heart and passion of athletes with the progression of technology.

Bothell, Wash.

Application support for project at AT&T.

Ashland, Oregon

- Created programs first analytical application that provided feedback for player development, deep breakdown of opponent’s play and advanced understanding of on-field trends.o In 2018, Tech Mahindra began helping develop this into an application. Work is still being done as we're trying to implement automated data records using visual and tracking technology.- The process helped the team make its conference tournament for the first time in program history and have the most awarded team in program history.- Created player reports and dashboards for recruiting purposes to track potential recruits’ development throughout their high school careers.

Shanghai City, China

- Created and implemented a new curriculum to multiple schools around Shanghai.o Worked with former West Ham Technical Director, Chinese Women's National Team head coach and La Liga coaching educator to develop curriculum.- Led a team of 8 coaches and 15 teachers to implement the curriculum at these schools.- Developed a state-of-the-art progress tracking system for players and students that incorporated emotional, psychological, and behavioral data. o Reports were sent to the CEO of RSports and Nike - Shanghai to show the program's progress.- Tracking system is still being used today and has helped the program expand into over 30 schools in Shanghai.- Created coaching licensing programs for soccer coaches and educators all throughout Eastern China (Shanghai, Beijing, Nanjing)- Hosted and led coaching clinics and licensing programs for up to 200 coaches.

Greater Seattle Area

Bellevue

Head coach of the Men's Soccer program.

Seattle, Washington

Head coach of the Boys U11 White - West Regional team. Assist with Boys U10, Dev Program.Coach for Advanced Development Program

Tukwila, Wash.

Plan and execute all events at Starfire Sports in Tukwila, Wash. Also produce all video content for the Starfire Website.

Directed and managed over 100 coaches and campers for Sounders FC soccer camps on a weekly basis Produced in camp content/activities for each coach to executeHelped develop and market each camp to increase number of campers at each site

Produce in-game scripts and flows for entertainment crew to follow for each eventParticipate in strategizing with marketing managers to improve entertainment value and drive ticket salesOrganize and participate in community outreach events and renewable resources programs