Andrew Moore Email & Phone Number

Kent, Wa, Us

Bellevue, Washington, United States

• Strong focus on Inventory Management, maintenance, scheduling server upgrades, testing devices, and prioritizing tasks. • Manage procurement of lab hardware/software/maintenance. • Develop supporting documentation and user guides for lab team and user base. • Assist with software/device configurations that reproduce customer environments to replicate customers’ technical issues. • Responsible for break/fix/maintenance of handset servers, storage, and applications, including Windows, Perfecto software. • Utilize API Calls, Posts, and Gets for maintenance on mobile devices and manage users, roles, and permissions over the Perfecto network. • Utilize Eclipse for running Java executions to automate device and application functionality for both Android and Apple. • Responsible for over 800 mobile devices, 400 Handset servers and manage 5 testing labs within three states for T-Mobile. • Accountable for ensuring T-Mobile software engineers utilize Perfecto software efficiently for manual/automation testing of mobile devices. • Responsible for the deployment of HSS servers by building and creating Windows images and preparing Perfecto software. • Create batch scripts to maintain and run solutions on Handset servers. • Troubleshoot execution logs that are displaying failed tests during automation runs. • Utilize ADB for pulling logs, device information, and for device template creation. • Works with OEMs, R&D, and multiple software engineering teams to ensure adequate testing of devices. • Utilize Salesforce and Jira ticketing systems.

Seattle, Washington, United States

• Acting as the first point of contact within the Enterprise Help Desk (EHD) for information systems user problems.• Utilize active directory and lockout tools for password resets and initial log-in issues.• Assists in identifying trends in continuing hardware, software, and systems problems.• Document user problems, resolution, and new solutions for future reference using Service Now.• Perform first-level core troubleshooting on hardware/software systems problems, answer questions, provide technical solutions, and follow up to assist users in solving their information systems problems in a continuous user-support environment.• Develop and refine knowledge base articles for troubleshooting software, hardware, application, and web application problems, currently being utilized by the Help Desk Department.• Manage existing and configure new IOS devices while providing end-user support with the use of JAMF.• Ensure end-users information is accurate and up to date by utilizing SAP.• Utilize ServiceNow to create reports based on new trends with hardware, software, and or end-user problems.• Utilize CITRIX for web-based application support for remote troubleshooting.• Troubleshoot Office 365 applications, CiscoAnyConnect, Citrix, Simphony, Genesys, Windows 10, IOS devices, Mac, and retail systems.

California, United States

• Point of contact for all customer contact and escalation needs in a 24/7 call center environment.• Identified, resolved, and documented hardware, software, and connectivity issues. • Documented, reported, and escalated calls through Einstein, Remedy, and ERone ticketing software. • Dispatched and escalated outages to appropriate groups, whether software, hardware, or server related.• Worked with Active Directory to build user network profiles, reset passwords, and unlock accounts.• Trained and educated internal and external customers on their products, technology, hardware, and software.• Responsible for following up and assisting clients with escalated incidents while serving as their single point of contact.• Managed Hyper-V within Windows Server 2016 and manage partitions, add and remove server roles and features based on the server's needs within Windows Server 2016.• Worked with Server Core to conduct patch updates, manage policies, and connections by utilizing PowerShell.• Assisted customers with application support, where I had to troubleshoot in-scope application malfunctions while educating the customer on the problem while resolving the malfunction. • Trained customers on how to utilize specific applications and answered any technical questions that the customer inquired about.• Maintained 90% or higher in customer satisfaction and provided support for software, hardware, and network issues via phone, email, or remote. Key Projects: • Utilized Microsoft applications to develop a training manual and curriculum for new hires, which revolved around hardware, application support, and customer satisfaction, which is still in force to date.• Served as a Technical Trainee to ensure new hires were fully prepared in policies, processes, applications, and systems.

California, United States

• Documented, reported, and escalated calls through Einstein, Remedy, and ERone ticketing software• Dispatched and escalated outages to appropriate groups, whether software, hardware, or server related.• Responsible for following up and assisting clients with escalated incidents while serving as their single point of contact.• Assisted customers with application support, where I had to troubleshoot in-scope application malfunctions while educating the customer on the problem while resolving the malfunction. • Trained customers on how to utilize specific applications and answered any technical questions that the customer inquired about.• Resolved issues relating to application functionality in order to control CCTV systems.