Andrew Graves Email & Phone Number

Columbia, Maryland, United States

Washington, District Of Columbia, United States

* Overhauled and managed FiscalNote's Atlassian products (Confluence, JIRA, Atlassian Admin, etc) optimizing workflow efficiency and collaboration among team members.* Implemented an Amazon Web Services (AWS) VPN solution for the CQ Editorial department, enhancing remote access and security protocols.* Executed and maintained AWS Workspaces for employees located in the United Kingdom, India, and the Philippines, ensuring seamless access to company resources and applications.* Resolved over 200 IT-related issues per fiscal quarter, including hardware, software, and end-user account administration, using Freshworks Freshservice ticketing system. Demonstrated exceptional troubleshooting and technical support skills.* Enhanced security protocols by implementing two-factor authentication policies and Single Sign-On (SSO) using Okta across several company-wide applications, reducing the risk of unauthorized personnel access and data breaches.* Administered Active Directory server for CQ editorial department, CQ engineering team, and client support department.* Conducted monthly audits of employee end-user account access across various applications to ensure strict adherence to company security policies.

Washington, District Of Columbia, United States

* Participated in the data center shutdown project after migration to AWS cloud, ensuring smooth transition and minimal disruption to operations.* Ensured access management across AWS resources to uphold security and compliance standards.* Served as a subject-matter expert on FiscalNote products, delivering exceptional in-house technical support to customers and clients, which contributed to consistent client renewals through expert advice.* Designed a major project to sunset and retire 4 web-based client-facing applications with a 100% success rate, demonstrating effective project management and execution skills.* Administered and managed clients’ SSL certificates on the F5 BigIP server to ensure secure and encrypted communications.* Enhanced the Freshworks Freshservice ticketing system to create a more user-friendly ticketing console for FiscalNote employees.* Utilized SQL and Excel to create data analysis reports for stakeholders, project managers, and executives, supporting informed business decisions regarding client interactions and product usage.

Washington, District Of Columbia, United States

* Achieved a major upgrade on the Unitrends VMware backup and replication software without data loss, ensuring data integrity and system reliability.* Enhanced over 100+ client-facing templates using HTML, CSS, and JavaScript under FiscalNote products, improving user experience and product functionality.* Produced $50k+ renewal agreements from clients contributed by my support service, demonstrating strong client relationship management and revenue generation skills.* Delivered comprehensive technical support for all CQ products, swiftly resolving issues to ensure client satisfaction and meet their needs.* Expertly orchestrated the migration of WordPress server to a cloud-based environment and adeptly customized clients WordPress platform, instrumental in securing their contract renewal.* Documented multiple knowledge base articles and step-by-step training guides on the corporate internal Confluence Wiki.

Washington, District Of Columbia, United States

* Acknowledged as a key client support representative, providing comprehensive IT front-end and back-end assistance for four distinct web-based applications, contributing to increased customer satisfaction.* Coordinated after-hours system maintenance deployment duties using Linux/Unix command line operations, ensuring minimal disruption to business operations.* Proficient in troubleshooting and resolving technical issues with Windows, RedHat, Apache, and WordPress, ensuring seamless operation of web services and applications.* Operated Unitrends VMware backup and replication system/software, ensuring data integrity and system reliability.* Configured and monitored the PowerMTA email server for CQ products, improving email delivery for clients and decreasing bounce rates.* Provided comprehensive client support services for a vendor's PAC software using Microsoft SQL Server, ensuring smooth functionality, compliance with FEC requirements, and effective resolution of FEC-related concerns for clients.

Washington, District Of Columbia, United States

* Generated data analysis reports from Oracle databases using PL/SQL for various departments, senior management, and stakeholders, providing insights to inform strategic decision-making.* Reviewed and analyzed software defects in two CQ Roll Call products, leading to a reduction in the percentage of issues reported by customers.* Collaborated with the development team throughout the Software Development Life Cycle (SDLC) process to address reported bug issues and software testing within the company's applications.* Developed test plans and documented results to ensure software bugs were resolved before deploying patches to production servers.

Fairfax, Virginia, United States

* Managed defect tracking and project management using Jira and Salesforce to ensure timely software releases.* Delivered exceptional customer support in resolving both front-end and back-end technical issues on CapWiz, a web-based client advocacy application.* Reviewed and organized CVS and Darcs version control systems through Linux/Unix command line operations for developers, streamlining version control processes and improving efficiency in code deployment.* Assisted in refactoring Perl code, which helped reduce the number of bug tickets and the workload on the engineering team.* Prioritized and deployed security patches for Perl modules through Linux/Unix command line, effectively mitigating vulnerabilities and ensuring continuous system integrity.

Fairfax, Virginia, United States

* Identified, analyzed, and documented software defects on a web-based client advocacy application, CapWiz.* Designed automated daily reports by leveraging shell scripting, Perl scripting, and PL/SQL. * Developed and maintained regression and load testing using Mercury Interactive LoadRunner application on a web-based client advocacy application, CapWiz.* Optimized web form delivery through Perl scripting and PL/SQL for Federal and State Elected Officials, streamlining communication channels and improving response times.

Masters, Information Technology

Bachelor, Information Technology

Activities and Societies: Sigma Nu International Fraternity

Associate, Applied Computer Science

Graduated with high honors