Andrew Archer Email & Phone Number

River Forest, IL, US

• Provide leadership to the Global Service Desk and IT Operations team members, including training and mentoring
• Work with outsourced partners to implement appropriate technology and other resources to maximize service desk effectiveness
• Develop and maintain formal processes and procedures for consistency and increased productivity
• Maintain and update Self-Service Portal, Chat, and A.I. bot for end users in conjunction with technical teams
• Act as a technical escalation point for Service Desk, coordinating diagnosis and resolution of complex issues
• Serve as key participant in Major Incident Resolution and Problem management efforts

• Led expansion of two sites to include multiple support teams and over 280 team members including workforce strategic planning, ideation and innovation to identify and address process gaps, customer experience.
• Managed project operations and ensured daily SLAs were met
• Supervised of team leads, training leads, reporting analysts, workforce management, recruiting, process improvement specialist, subject matter experts, and team members
• Provided daily oversight and escalation point for issue resolution, personnel matters, operation management, and communications with internal and external stakeholders
• Developed and managed internal/external client relationships, reporting and deliverables to leadership
• Provided administrative oversight and financial stewardship including budget management, invoice review, forecasting, and KPI reporting duties

Chicago, IL

• Oversaw client expansion to new location; directed 17 analysts
• Interacted directly with key client decision makers to negotiated contact extension and site expansion
• Coordinated with global locations to meet dynamic client needs
• Coached teams at other global sites to overcome project challenges
• Smooth transition to WFH due to COVID-19

Chicago, IL

• Managed team of seven direct reports and assist with six additional team members and scheduled daily team coverage
• Led career development and training of direct reports
• Created and implement quality assurance program to identify team member skill gaps for subsequent individualized training and analyst career advancement resulting in improved client experiences
• Coordinated cross team collaboration to manage scalability and redundancy
• Served as point of contact and primary liaison between operations center and clients
• Built relationships through positive outcomes and drive high “likely to recommend” client ratings

Greater Nashville Area, TN

• Acted as primary contact in the coordination between business, IT resource teams and vendors for unscheduled outages
• Triaged outage resources/notifications based on client commitments and customer impact
• Managed security, infrastructure and application break/fix incidents from detection through resolution within ITIL framework
• Observed application performance monitoring (Splunk, CA Spectrum), infrastructure monitoring tools (PRTG, Nagios) and synthetic transaction monitoring (OPNET) for events to proactively prevent incidents or to resolve.
• Collaborated with application and infrastructure teams to streamline and update monitoring sensors due to updated software and hardware configurations
• Maintained a Global 90 min SLA on major incidents during peak US/Asia operating hours and 120 min SLA during off-peak hours

Greater Nashville Area, TN

• Assigned 150-200 tickets per shift to appropriate teams and team members based on user requirements, analyst’s skill level and priority of request
• Trained new hires in Service Desk policy and best practices while assisting analysts with advanced troubleshooting processes and acted as second level escalation
• Monitored 30+ analysts’ calls and tickets to ensure compliance with security concerns as well as proper documentation was followed

Nashville, Tennessee, United States

• Performed troubleshooting for all levels and areas of business in eight countries, under three company names, using a variety of contact methods as dictated by contractual obligations
• Collaborated with other departments to develop and implement new policies and procedures as needed for new internal software products

Greater Nashville Area, TN

• Created and documented procedures for performing all levels of software maintenance including installation, personalization, upgrading, and the supporting of proprietary and nonproprietary software

Bachelor Of Science (B.S.), Small Business Administration/Management

• Concentration Entrepreneurship/Small Business • Study abroad semester: Lyon III, France, Winter 2006

Associate Of Science (A.S.), Computer Systems Networking And Telecommunications