Andrew Walker Email & Phone Number

Ottawa, Ontario, Canada

• Directed a team of cloud architects who focused on developing public and hybrid cloud solution architectures.
• Collaborated closely with clients to design complex, highly-available public and private cloud solutions across various sites, including backup and disaster recovery implementation and testing.
• Maintained infrastructure including over 450 servers, several VMware clusters, 1.5PB of storage, achieving 99.95% uptime and ensuring optimal performance and scalability and… Show more
• Maintained infrastructure including over 450 servers, several VMware clusters, 1.5PB of storage, achieving 99.95% uptime and ensuring optimal performance and scalability and troubleshooting issues when necessary.
• Developed and implemented automated patching solution integrated with change management for Windows and Linux servers utilizing PowerShell and Ansible.
• Managed all customer service and internal/external technical escalations. Show less

Ottawa, Ontario, Canada

• Led the cloud operations team ensuring excellent service delivery and maintenance of service level agreements and compliance to ISO 27001, 27017, 27018 and SOC 2 Type 2.
• Developed a managed public cloud backup as a service offering leveraging Cohesity DataProtect platform increasing revenue by 20%.
• Re-platformed IaaS offering across multiple sites utilizing VMware Cloud Director, vSphere and NSX-T resulting in a 47% decrease in support requests.
• Worked with customers to migrate… Show more
• Worked with customers to migrate from on-premise solutions to Office 365
• Managed all customer service and internal/external technical escalations. Show less

Ottawa, Ontario, Canada

• Developed roadmap in line with analyzed consumer needs, current market trends, and partnerships.
• Implemented cost optimization strategy for cloud product business reducing costs by over 30%.
• Developed upselling strategy to align complimentary services increasing revenue by 40%.
• Worked closely with customers to develop infrastructure, backup and disaster recovery solutions aligned to their requirements.
• Managed all customer service and internal/external technical… Show more
• Managed all customer service and internal/external technical escalations. Show less

Ottawa, Ontario, Canada

• Fostered a culture of collaboration, feedback, accountability, ownership, innovation, trust, and a continuous drive towards excellence.
• Led a team of software engineers in the development of software applications for internal and external use utilizing Java Spring and AngularJS
• Worked with key stakeholders to define requirements and develop secure solutions.
• Managed mentored and coached software engineering team in their ongoing development.
• Implemented and championed an… Show more
• Implemented and championed an agile DevOps strategy.

Ottawa, Canada Area

• Plan and implement zero downtime VMware vCenter upgrades from 5.x to 5.5
• Design and implement multi-site highly available Exchange 2010 configuration.
• Implement NetApp SnapManager for Exchange
• Implement NetApp Virtual Storage Console for virtual machine backup and public cloud-based replication for disaster recovery
• Created custom storage health reporting system to provide administrators and upper management enhanced visibility into storage capacity and performance for… Show more
• Created custom storage health reporting system to provide administrators and upper management enhanced visibility into storage capacity and performance for troubleshooting and capacity planning.

Ottawa, Canada Area

• Provide direct day to day support to internal employees
• Manage and prioritize over 2000 help desk requests per year
• Administer inventory of hardware and software
• Manage desktop and server life cycles
• Manage day to day maintenance of server environment
• Implemented Commvault backup software, redesigned and optimized backup strategy maximizing disk/tape usage.

Ottawa, Canada Area

• Provide direct day to day support to 110+ permanent and an additional 65+ seasonal employees
• Manage and prioritize help desk requests
• Administer inventory of hardware and software
• Manage computer life cycles
• Research and accurately document issues and resolutions
• Manage backups

Ottawa, Canada Area

• Provide front line support for over 400 users and computers
• Provide telephone/email based support for remote users
• Accurately and effectively document issues and resolutions
• Utilize technical skills to ensure quick resolution to both hardware and software issues
• Utilize customer service skills to keep open communication with users and management to increase satisfaction and understanding
• Work with peers to develop solutions to complex technical issues

Ottawa, Canada Area

• Answer customer calls and provide technical assistance
• Provide technical assistance to customers via Internet chat
• Utilize customer service skills to deal with complex customer situations
• Utilize technical skills to ensure quick resolution to customer hardware and software issues
• Accurately and effectively document issues and resolutions
• Preformed peer to peer coaching on call flow and active listening