Andrew Deluce Email & Phone Number

Boise, ID, US

Boise, Idaho, United States

• Highly Technical Customer Success Manager responsible for onboarding new clients and helping customers achieve their technical goals.Performed configuration, validation, alert setup, and data analysis. Responsible for.
• Worked with major Fortune 500 companies across multiple tech sectors
• Monitoring expertise in FinOps, Ad Tech, Telco, CX, & IT Infrastructure
• Performed on-site onboarding and training for US clients
• Command of the Message certified (Force Management)
• Developed custom client reporting via Anodot API

Boise, Idaho Area

• Worked as a Technical Project Manager handling software implementation projects for major colleges and universities worldwide. Tracked project milestones and deliverables keeping both client and management teams.
• Performed initial investigation and POC implementing Roles using MS Graph API
• Discovered & documented workflows for capturing iOS/Android App URLs
• Completed Customer Knowledge Center (CKC) Mindtouch documentation certification
• Handled business workflow and 3rd party integration consultancy
• Migrated multiple university web portals into the campusM platform

Boise, Idaho Area

• Held concurrent responsibilities including project management and business analysis for high-level enterprise-wide IT projects and client IT projects. Lead cross-functional software teams to define integration.
• Effectively improved senior management decision-making ability by discovering, documenting, and executing projects integrating data from disparate internal and external datasets and generating in-depth reports
• Supervised all phases of enterprise-wide BPM software implementations serving 125K users
• Played key role in planning and executing global standards for performance metrics and Workforce Management schedule coding
• Successfully met requirements for multi-million dollar Sprint reporting and invoicing audit project
• Assisted Apple in achieving and maintaining COPC certification

Boise, Idaho Area

• Positioned the company to meet short and long-term operational goals through the management of simultaneous IT projects, adhering to deadlines, ensuring standards, and meeting client requirements. Managed a.
• Improved project efficiency across multiple projects by creating standard operation procedures and templates for project documentation for other project managers.
• Increased employee production through the creation of a Sharepoint training portal to include a knowledge base, training videos, and Frequently Asked Questions.
• Improved client satisfaction for 35 customers by generating customized performance reporting.
• Bolstered software implementation schedules 30% by spearheading key process improvements.
• Skilled in creating and automating BI/Reporting Delivery within Tableau, Power BI, and Excel with data from multiple and disparate sources.

Boise, Idaho Area

• Promoted to oversee an infrastructure improvement project and manage a two-member analyses team. Improved business operations and client interactions after re-designing BPM application and BI delivery - migrating all.
• Improved performance management applications footprint to cover 60% of global agents with approximately 50K daily users.
• Bolstered agent coaching and supervisor interaction in real time by building a MyStats “Chat” extension.
• Improved client satisfaction through in-depth data validation, error investigation, and applying fixes to client reporting.
• Created and executed a cloud migration plan allowing separate and asynchronous migration of web and database servers.
• Enhanced efficiency and accessibility of web servers, reporting tools, and code by migrating into Xerox cloud infrastructure.

Boise, Idaho Area

• Developed report delivery, automation, CRM, and BPM by designing and building customized client web applications with features such as dashboards, scorecards, an outlier, and trend reporting. Onboarded new accounts to.
• Increased data reporting sources 10X by designing and completing a large scale data acquisition project.
• Decreased Excel’s burden on email resources by integrating a more efficient compression algorithm into Excel macros.
• Eliminated MS Exchange email attachment size restriction issue by reducing Excel file sizes by 50-70%.
• Responsible for Functional Testing of reporting tools included new features and releases.
• Performed User Acceptance Testing for new accounts implementing performance reporting.

Boise, Idaho Area

• Oversaw all technology support, security, hardware troubleshooting, LAN/WAN networking, redundant servers, and global/local applications for a staff of 1K+ locally and 12K+ globally. Served as primary point of contact.
• Improved operational performance by recommending and planning network infrastructure projects, and system enhancements.
• Increased client satisfaction and network reliability through the administration of Microsoft DNS services for both internal destinations and client services and servers.
• Enhanced system security by assisting with planning, implementation, and management of the global Single Sign-On (SSO) project.
• Directly responsible for providing infrastructure and business critical application support for Verizon Wireless.
• Responsible for both internal and client security audits.

Boise, Idaho Area

• Provided end user and system administration support in a domain environment comprised of up to 7K users at four regional sites. Supported MS Exchange routing, access, policies, and account setup. Responsible for.
• Improved system security by adding LDAP authentication to existing tools utilizing groups created within Active Directory
• Decreased system downtime by installing and configuring redundant routing & switching equipment, UPSs, and servers.
• Saved the company $20K annually through the co-development of a power management app for workstations using C# / MSSQL.
• Performed functional testing of new applications before rollout
• Assisted in managing Microsoft Active Directory - group policy, ADFS, etc.

Master'S Degree, Information Science/Studies

Activities and Societies: Concentration: Information Architecture

Master Of Public Administration - Mpa, Public Administration, A

Activities and Societies: SPEA Fellow - City Of Bloomington Office Of Information TechnologyCompleted the Biofuels for Indiana capstone.