Andrew Runkle Email and Phone Number

Throughout my career, I have demonstrated proficiency in resolving a wide array of client backup issues, spanning platforms such as Azure, Acronis, Datto SaaS, Veeam, and Datto appliance backups. Leveraging the Ticketing System and direct client communication, I have effectively addressed technical queries across multiple channels, successfully troubleshooting and resolving software, hardware, and network problems to ensure utmost client satisfaction.One of my key contributions has been optimizing IT budgets through the implementation of a meticulous hardware upgrade cycle. By ensuring timely upgrades and maintenance of essential IT equipment in line with manufacturer recommendations and client budgets, I have consistently delivered cost-effective solutions that enhance operational efficiency and support organizational objectives.As a leader, I have led an IT support team to achieve a remarkable 15% increase in customer satisfaction within one year. By prioritizing mentoring, continuous learning, and professional development, I fostered a culture of excellence that translated into tangible improvements in client satisfaction metrics.My commitment to excellence is further reflected in my ability to maintain a 98% weekly ticket close rate for the IT Support team over four years, ensuring timely resolution of client issues and optimal service delivery. Furthermore, my adept management of severe incidents, including cyber-attacks and hardware issues, has resulted in minimal downtime, with only 5 hours recorded over 12 years across 65 clients.Lastly, I designed and implemented a comprehensive training program that accelerated new hire onboarding into the IT Support Department by 80%, significantly enhancing team readiness and capability. This initiative underscores my dedication to continuous improvement and my ability to drive positive change within the organization.

As Chairman of the 5S Committee, I spearheaded the establishment of objectives and strategies aimed at guiding our depot's adherence to 5S principles and ensuring alignment with lean management practices. By leveraging my expertise in lean methodologies, I facilitated the implementation of efficient systems and processes that optimized workspace organization, cleanliness, and standardization.In addition to my leadership role, I actively contributed to the technical aspects of our operations by troubleshooting, repairing, and configuring PCs and servers to meet both customer specifications and company standards. Drawing upon a blend of software and hardware solutions, as well as rigorous testing of Microsoft operating systems, I ensured the reliability and functionality of our IT infrastructure.A significant achievement during my tenure was the development and implementation of detailed protocols and checklists for standardizing routine operations across all units. Through meticulous planning and execution, these protocols led to an impressive 80% improvement in task completion efficiency, resulting in streamlined workflows and enhanced productivity.To disseminate these improvements effectively throughout the organization, I utilized on-the-job training techniques to educate and empower team members to adopt and adhere to the newly established protocols. By fostering a culture of continuous improvement and providing the necessary tools and guidance, I played a key role in driving positive change and achieving operational excellence within our depot.

As a sales representative, I took charge of door-to-door sales and cold calling, honing my skills in practice and mastering objection handling to refine sales techniques and enhance customer engagement. Through strategic approaches and effective communication, I consistently met weekly revenue targets by proactively reaching out to new customers, educating them on the benefits of our products, and ultimately securing a 5% increase in sales volume.Drawing upon insights gained from customer interactions and market trends, I identified upselling opportunities to existing clients, effectively promoting additional products and services. This initiative led to a notable 3% rise in upsell revenue, showcasing my ability to leverage customer relationships and maximize sales opportunities.By combining proactive outreach with a deep understanding of customer needs and preferences, I successfully optimized sales techniques and contributed to the overall growth and success of the sales department.

As the leader responsible for managing a retail store, I took on a multifaceted role encompassing various aspects of operations. This included overseeing recruitment, retention, training, and development initiatives for a team of 15 employees and 2 managers. Additionally, I spearheaded the store reset for prototype test marketing, ensuring seamless execution of visual merchandising strategies and efficient store administration.Recognizing the importance of continuous improvement, I designed and implemented comprehensive training and sales initiatives at both the store and company levels. These initiatives covered a wide range of areas including technical skills, management practices, and sales techniques. Through regular evaluations, I measured the effectiveness and impact of these initiatives, making necessary adjustments to ensure optimal outcomes.My adept leadership and problem-solving skills were instrumental in enhancing store performance in alignment with the organization's mission. Over a span of two years, I achieved measurable improvements in key performance indicators (KPIs), reflecting the success of my strategic approach and ability to overcome challenges effectively.