Andrew Kirkendall Email and Phone Number

● Managed staff of 12 within the US and UK supporting the 2020 Tokyo and 2022 Beijing Olympics. ● Oversaw improvement of current tool set, increasing efficiency and saving significant time every day.● Created SOPs through Confluence, ensuring all processes were followed by teams during all major events.● Improved plans and processes to avoid outages and provided key information to support team resolution.● Developed interactive training plan and program allowing for 20+ new analysts to be onboarded for the 2020 Tokyo Olympics in under two months, which broke records and was adopted as the new standard.

● Led US team and oversaw tool allocation, application access, training, and scheduling, growing team 250%.● Created a newly formed knowledgebase system within the digital department, improving response time by 5-20 minutes as well as reducing man hours needed to resolve high and low priority incidents by 50%.● Provided team training to engineers and management during the consolidation process and reduced operating costs by $5k by utilizing Confluence Wiki application to consolidate all documentation.

● Served as escalation point for all temporary hires in DCO, trained temps on responsibilities at the datacenters, and reported back to managers on individual progress, strengths, and areas of opportunity.● Managed multiple projects utilizing LEAN and AGILE methodologies in Kaizens that increased global efficiency for Amazon’s data centers, achieving operational savings exceeding $100K annually.● Served as Team Lead for Night Shift in IAD North Amazon’s biggest cluster, leading as point of escalation for junior technicians and addressing any issues that arose at the cluster data centers at night.● Provided technician training and coaching on continued career development opportunities at Amazon.● Ensured adequate coverage, queue prioritization, project scheduling, and quality work from junior technicians and associates, creating SOPs and knowledge articles that improved capabilities across teams.● Implemented a Unity strategy to sync DCO operations amongst IAD North, coordinating with both day and night shift leadership teams to work in unison to create a consistent and sustainable work environment.

- Supported over 350 users via phone and remote access. Users were located in multiple regions across the U.S. Utilizing multiple enterprise-level applications such as active directory, BES, and login me in.- Developed and implemented a high-speed mobile solution for access to the company intranet via the Internet securely. This allowed our contractors to be able to support our customers’ needs more efficiently. - Developed an application to help track incoming calls and auto-create tickets based on caller. Started the first ticketing system within that IT department based on a need for organization and prioritizations.