Andrew W. Email and Phone Number

•Expertly managed the end-to-end major incident lifecycle, meticulously identifying, investigating, and resolving incidents and problems while adhering to SLA guidelines. •Demonstrated proficiency in SQL, Python, Java, and Excel to proactively conduct in-depth analysis of incidents, consistently ensuring timely resolutions.•Utilized CLI, Splunk, and Bomgar to swiftly troubleshoot and resolve complex software issues for customers, maintaining a high level of customer satisfaction.•Coordinated with engineering and product teams, skillfully employing Agile and Scrum methodologies to conduct comprehensive root cause analyses and implement effective solutions.•Collaborated cross-functionally to continually enhance incident and problem management processes, ensuring continual service improvement aligned with ITIL best practices.•Effectively supported end-users through comprehensive technical assistance, quickly diagnosing and resolving hardware, software, and network-related issues within SLA timelines.•Leveraged expertise in ITIL principles and ITSM tools like ServiceNow to meticulously manage incident, change, and problem management processes, contributing to streamlined operations and improved user experiences.

•Led the creation of detailed technical documentation for systems, applications, and processes, enhancing the knowledge base and driving cross-functional collaboration.•Utilized OpenShift and Kanban to streamline software release deployments and facilitate effective cross-team meetings with internal/external stakeholders.•Played a key role in developing and delivering training materials and user documentation, enhancing end-user proficiency, and promoting effective process adoption.•Analyzed and reported system data trends, proactively identifying, and preventing potential system issues, and contributing to continuous process enhancement.•Served as a Subject Matter Expert (SME), driving knowledge sharing and cross-team collaboration to resolve complex technical issues and contribute to product enhancements.•Collaborated with cross-functional teams to ensure successful deployment of IaaS, PaaS, and SaaS solutions, actively participating in the integration of Azure cloud infrastructure, APIs, and networking technologies to meet evolving business needs.•Applied advanced troubleshooting skills to remotely diagnose and resolve technical issues using Splunk, Bomgar, and CLI, maintaining system performance and uptime.•Championed the adoption of ServiceNow as the primary platform for incident, problem, and defect management, creating detailed documentation and delivering training to end-users to facilitate seamless and efficient issue resolution processes.