Andrew Nickerson Email and Phone Number

I currently work on the Listings Import Technology (LIT) team in Zillow's Seattle office. My focus is on building and maintaining database-related aspects of Zillow's various proprietary import products, which consume data from brokerages and Multiple Listing Source (MLS) feeds.

ZeroToOne Data Solutions creates robust integration solutions for data housed on a variety of DBMS platforms. Our goal is to deliver a single, high-quality product that ties multi-faceted systems together to create a seamless environment through one solution. Our expertise extends beyond your data to the technology that serves both your internal and external users. Whether you're looking to upgrade existing hardware, or purchase new hardware, we can help make the purchase a stress free… Show more ZeroToOne Data Solutions creates robust integration solutions for data housed on a variety of DBMS platforms. Our goal is to deliver a single, high-quality product that ties multi-faceted systems together to create a seamless environment through one solution. Our expertise extends beyond your data to the technology that serves both your internal and external users. Whether you're looking to upgrade existing hardware, or purchase new hardware, we can help make the purchase a stress free process.Visit us at: http://www.zerotoonedatasolutions.com Show less

- Worked closely with User Interface development staff to identify causes for bugs and created remedies between the front end and back end of the software.- Created and documented new database objects to support new User Interface functionality.- Resolved SQL bugs reported by technical support staff.- Cataloged SQL bug fixes and maintained bug fix documentation.- Trained senior technical support staff on advanced SQL querying techniques and proprietary integrations.- Built… Show more - Worked closely with User Interface development staff to identify causes for bugs and created remedies between the front end and back end of the software.- Created and documented new database objects to support new User Interface functionality.- Resolved SQL bugs reported by technical support staff.- Cataloged SQL bug fixes and maintained bug fix documentation.- Trained senior technical support staff on advanced SQL querying techniques and proprietary integrations.- Built and maintained SQL DTS/SSIS packages for proprietary integrations.- Configured and deployed SQL server installations on new and existing hardware both internally and externally.- Maintained multiple "central" SQL server deployments housing 30+ production databases.- Troubleshot and resolved database performance issues as well as general server resource contention issues.- Coordinated "central" database migrations for key clients to ensure minimum down time.- Performed schema updates for all "central" databases.- Deployed SQL scripts, as well as batch files and VBScript files, across thousands of client machines utilizing Kaseya, a widely used Managed Service Provider tool.- Wrote many Kaseya Agent Procedures to aid in the automation of daily support activities, as well as the upgrade process for the core product.- Authored many Knowledge Base articles pertaining to the core product, proprietary integrations, and migrations from competing software providers utilizing other RDBMS products. Show less

- Managed a team of 10 to 15 customer service and technical support representatives.- Troubleshot issues within the SQL database backend using Microsoft SQL Server Management Studio and SQL Server Profiler via remote access.- Utilized complex queries to gather and analyze results from multiple data sets.- Updated, inserted, and deleted records from tables within SQL databases to resolve client issues.- Visited clients on-site to install, maintain, or update their systems.-… Show more - Managed a team of 10 to 15 customer service and technical support representatives.- Troubleshot issues within the SQL database backend using Microsoft SQL Server Management Studio and SQL Server Profiler via remote access.- Utilized complex queries to gather and analyze results from multiple data sets.- Updated, inserted, and deleted records from tables within SQL databases to resolve client issues.- Visited clients on-site to install, maintain, or update their systems.- Created and altered SQL Stored Procedures to fix/support updated User Interface functionality.- Created and modified SQL DTS/SSIS Packages for various software integrations with third party vendors.- Developed training material for proprietary SQL integrations and overall knowledge of the backend of the product. Show less

- Continued Level 1 support duties.- Trained new support team members on the use of the core product, internal systems, and overall customer support processes.- Created a triage system to more effectively categorize incoming issues to ensure each issue was handled in the appropriate time frame.- Created and documented processes and procedures on escalation paths for issues from support to the development team.- Documented and streamlined computer imaging and configuration… Show more - Continued Level 1 support duties.- Trained new support team members on the use of the core product, internal systems, and overall customer support processes.- Created a triage system to more effectively categorize incoming issues to ensure each issue was handled in the appropriate time frame.- Created and documented processes and procedures on escalation paths for issues from support to the development team.- Documented and streamlined computer imaging and configuration processes on new equipment. Show less

- Answered inbound phone calls regarding issues with the core product and hardware (Point Of Sale peripherals and other hardware such as printers, fax machines, scanners, etc).- Troubleshot Windows Operating System issues including: virus infections/removal, network issues, and other software issues unrelated to the core product.- Performed installations and trainings of new locations both local and remote.- Created a training script for the rest of the team to ensure information… Show more - Answered inbound phone calls regarding issues with the core product and hardware (Point Of Sale peripherals and other hardware such as printers, fax machines, scanners, etc).- Troubleshot Windows Operating System issues including: virus infections/removal, network issues, and other software issues unrelated to the core product.- Performed installations and trainings of new locations both local and remote.- Created a training script for the rest of the team to ensure information was accurately conveyed to the clients on each training.- Imaged and configured new computers for clients. Show less

- Cataloged and documented tickets filed across three separate ticketing environments into organized, concise information.- Coordinated resolution of reported issues utilizing teams across the company to triage issues until resolved.- Regularly met with the head of the department to review and request additional resources where needed.

- Supported enterprise customers such as UPS, Southwest Airlines, Goldman Sachs, and Diebold over the phone and via a web based ticketing system.- Technical troubleshooting of several wireless network technologies and products.- On-boarded Enterprise clients.- Developed the Ticket Resolution Coordinator role within the team based on evolving nature of the EDHD and overall support processes.

- Helped assemble the ASR team utilizing key members of the Advanced Network Services (ANS) department.- Created documentation for processes and procedures for supporting the ANS department.

- Received inbound phone calls regarding service issues with voice + data devices (BlackBerry, Palm, Nokia, Sony Ericsson, etc).- Triaged issues with third party companies to resolve issues with wireless e-mail (BlackBerry and Good).- Troubleshot issues with BlackBerry Enterprise Servers within corporate environments.- Assisted in the creation of the Advanced Support Representative (ASR) program to act as “roamers” on the ANS floor of the call center.

- Received inbound phone calls regarding service and billing inquiries.- Troubleshot and resolved issues with making and receiving phone calls on various brands of wireless phones.- Identified issues within the various systems on the wireless network to properly escalate problems to the technical support team.