Andrew Stevic Email & Phone Number

Raleigh, North Carolina, United States

- Respond to an average of 150 service requests weekly, including those submitted via ticketing system, by phone call, and alerts from systems such as Connectwise Automate, Barracuda XDR, and Auvik. - Tasked with troubleshooting and resolving various computer issues such as application failures, broken or malfunctioning computer equipment, server outages, VoIP setup via Cisco CallTower, and others.- When tasked with taking over the administrative duties for our Connectwise Automate RMM solution, I created and trained a team of technicians to assist me. Duties include client onboarding/offboarding, user account creation, scripting for maintenance tasks, and troubleshooting issues with the RMM agent installations.- Collaborated with a team to transform our MSP onboarding process from an ad-hoc experience to a refined method, reducing onboarding time and ensuring that the help desk and engineering teams are provided with the information they need. - Rebuilt the patching program, transforming it from an ad-hoc experience that wasted hours to a refined patch management solution that takes minutes to set up. As a result, I saved roughly six technician hours per onboarding and reduced maintenance overhead time to zero.- Tasked with interviewing a new employee to determine their skill set, I developed documentation and process for doing this with all employees, providing management with insight into the organization's skill sets and knowledge gaps.- Collaborated with a team to refine our ITGlue client documentation, removing hundreds of old and outdated documents and passwords, as well as creating runbooks for clients to store relevant information- Took on a leadership role in the MSP onboarding process, serving as the point of contact for Automate and Auvik integrations.- Assisted with dispatch responsibilities within the help desk team, including developing escalation procedures and protocols for client emergencies.

Pittsburgh, Pennsylvania, United States

- Responsible for responding to assistance requests via phone and ticketing system- Tasked with troubleshooting and resolving a variety of computer issues- Collaborates in developing and updating KB articles as needed- Triages difficult issues and escalates to Tier 2 and 3 as necessary- Completes special projects or assignments as needed

- Developed, maintained, and utilized testing matrices to support the Mobile App Development Team- Utilized Firebase to track staging and production build releases for Android developed apps- Utilized Test Flight and Xcode to track and test staging and release builds for iOS apps- Attended routine standup and grooming sessions to stay in concert with the Mobile App Development team- Maintained and used iOS and Android devices such as mobile phones, wearables, and tablets to live test builds- Utilized JIRA to track testing procedure as well as the mobile software development process- Developed and maintained mobile team QA workflow documents

- Reviewed externally and internally reported accounts for fraudulent activity.- Used internal and external tools to examine account activity and determine if fraud exists.- Followed established playbooks to respond to fraudulent activity- Contributed to internal intelligence gathering by reporting trends and patterns of fraudulent activity

- Utilized Zendesk and internal support tools to respond to member requests for assistance regarding account creation, verification, and maintenance.- Participated in regular training sessions on new product features- Actively provided feedback to teammates and management regarding potential improvements to process- Reported potentially fraudulent accounts to the internal fraud team

Virginia, United States

- Monitored Open Source databases and various systems (e.g., internalcommunication channels, social media, Dataminr, and Stabilitas) for important or critical information that may require notification of senior management.- Maintained a log of all rotating shifts activities.- Created recurrent intelligence reports and emergent notification reports, briefing management as needed- Worked closely with GSOC Operators, Executive Protection Agents, Events Teams, and other Security Departments to support planned events and evolving situations by providing intelligence and support information as needed.- Monitored subscription-based alerting services such as NC4, cable and local news, social media, and other open sources for threats to client critical infrastructure (people, facilities, assets, brand/reputation) andoperations around the globe.

Washington D.C. Metro Area

- Served as on-duty security operations center shift supervisor- Monitored CCTV, C-Cure, duress alarms, Simplex, and Siemens fire alarm systems- Served as initial Incident Commander during on-campus incidents- Produced daily and weekly summary reports for internal stakeholders- Produced spot reports and tactical briefings as necessary- Monitored recorded phone lines for quality control purposes- Participated in the development of SOPs, Job Aids, and guideline documents- Provided on-going feedback to upper management regarding policy and guideline changes- Monitored social media sites for open-source intelligence relevant to client concerns and produced summaries of findings as needed

Washington, District Of Columbia

- Monitors CCTV via Avigilon for 11 different sites in the DC Metro area- Serves as one of two qualified operators to satisfy NFPA requirements for a proprietary fire alarm monitoring station - Receives fire alarms and dispatches appropriate emergency response teams via Motorola radio system- Receives other alarms including duress, tamper, and forced open. Dispatches appropriate emergency response teams- Monitors Avigilon, C-Cure, Simplex, and Siemens systems for deficiencies and escalates issues to appropriate parties, while ensuring internal stakeholders are notified and updated- Handles calls for service from staff, contractors, and visitors, dispatching emergency teams or involving other internal stakeholders as needed- Monitors access points for security breaches, door failures, and other incidents

Washington D.C. Metro Area

- Provided physical fire safety inspections per NFPA and IFC code for 12 buildings totalling over 7 million square feet.- Issued hot work and impairment tags per NFPA 51B for routine and emergency work.- Reviewed construction and renovation plans to ensure fire safety and code compliance. Assisted with managing dust prevention programs.- Visually inspected over 600 fire extinguishers on a monthly basis for compliance with manufacturer recommendations and NFPA 10.- Monitored sprinkler and fire alarm work, to include installation, maintenance, repair, and required testing. Ensure all work complies with NFPA 25, 72, and 13. - Served as main fire safety plans reviewer for a project in Kabul, Afghanistan. Traveled to location to provide training and support to contracted fire marshals on site.- Assisted with the implementation of a compliance reporting tool that covers over 10,000 fire alarm, sprinkler, and fire extinguisher devices. Currently provide support and training to management and new employees on program features.- Served as a member of the emergency response team, responding to fire alarms, including verifying alarm, identifying causes of alarm, and following up with any required maintenance or replacement of devices.- Identified, tested, and developed program documentation for alternative fire detection, notification, and suppression devices for country offices.- Provided fire safety technical support to 87 security specialists covering 130 countries, to include risk mitigation, emergency warden programs, and evacuation programs.

Washington D.C. Metro Area

- Conducted NFPA and IFC compliant fire safety inspections to a 12 building campus with locations in three states totalling 7 million square feet. - Supported a program which provided technical support and advice to security specialists in 130 countries, including risk mitigation, emergency warden programs, and evacuation programs.- Assisted with the testing, selection, and implementation of a compliance reporting tool that covers over 10,000 fire alarm, sprinkler, and fire extinguisher devices. Developed training materials for new system users.- Assisted with the development of a false fire alarm reduction program that reduced false alarms and building evacuations by 80%

Administration Office

- Led volunteer recruiting processes including application intake, review, and background checks- Participated in restructuring the recruiting process by having two open periods a year, which reduced confusion, lost paperwork, and resulted in higher recruit retention- Participated in the collection of diversity and inclusion data to ensure the recruiting process was open to all applicants regardless of gender, race, religion, and other protected classes.

Station 1 Warrenton Virginia

-Served as a Proboard certified volunteer firefighter on a part-time basis- Participated in regular skill development classes with the department- Responded to emergency calls, including vehicular accidents, structure fires, cardiac arrests, and public service needs- Participated in public fire safety education including visiting local education facilities and teaching fire safety to participants of all ages- Participated in the instruction of recruits on day-to-day fire station activities and basic fire response procedures

Chantilly, Va