Andrew Devoe Email & Phone Number

Portland, Or, Us

Phoenix, Arizona Area

-Responsible for the health and maintenance of the telecom platform, and associated reporting tools, to a multinational network of thousands of users ranging in location from Lima, Peru to Kuala Lumpur, Malaysia-Diagnoses break/fix issues, implements solutions, or offers recommendations for network issues affecting users on the platform based on established best practices-Provides information for, gathers information from, and appropriately manages expectations and scope for new business interested in joining the platform-Identifies knowledge gaps in local platform support and provides training and documentation to bridge those gaps-Commands a product knowledge wide enough to resolve end-user issues (e.g. - login issues, grant/remove access), hardware/software issues (e.g. - audio, compatibility concerns), and to communicate the status of larger network outages to the affected parties-Serves as on-hand support during launches and deployments, ensuring a smooth transition onto the platform by providing immediate technical resolutions to bugs and training assistance to new users on the platform-Conducts database audits periodically to ensure upkeep of the platform is being maintained, uses the findings of those audits as an opportunity to make recommendations for additional training or to make a revision to an established process

Tempe, Az

-Liaison between local operations and central IT and strategic analysis teams-Built and administrated all real-time reporting changes for the Phoenix, Reno, and Tucson call centers-Built interactive, automatically updating reports in Excel and Access for use by call center management to track training attendance, team meeting attendance, and off-phone queue work tracking-Built and maintained workflow solutions for timekeeping information from frontline agents through the call center Ops, Admin, and Management teams-Coordinated with peers across the domestic reservations operation to harmonize legacy carrier policies into a cohesive operational structure for all employess post-US Airways/American Airlines merger-Planned, prepared, and directed a dedicated team in the implementation of mandatory overtime procedures during irregular weather events, and provided post-event analysis to management team-Planned the rollout of changes in corporate structure, bringing the LAA reservations office of Tucson, and the LUS reservations office of Reno under Phoenix, facilitating in visibility of AA's Western Reservations operation to HQ

Tempe, Az

-Conducted analysis to address lack of employee access to necessary technology, which led to improvement in Workforce Support knowledge and preparedness.-Planned and executed training, roll-out, and implementation of American Airlines and US Airways merger for the Phoenix reservations office.-Monitored training schedules and program access for 4-6 training classes at a time.Assisted in the development and launch of key surveys with a focus on improving employee time reporting and Workforce Support productivity.-Mentored, coached and trained fellow Workforce Support team members.-Identified inefficiencies and made recommendations for process improvements in system administration and management.

Tempe, Az

-Provided assistance to employees with questions of contract interpretation and reservations policies.-Created databases and spreadsheets to improve administration management and accuracy.-Coordinated all leave of absence administration for team of 700 employees.