Andrew S. Email & Phone Number

Boca Raton, Florida, Us

Boca Raton, Florida, Us

- Lead, empower, and develop 65 team members consisting of 7 support supervisors and 58 support specialists- Oversee and report key performance indicators, SLA compliance adherence, as well as other business critical metrics- Address, update, and resolve priority escalations submitted by account managers and customers- Build and maintain strong customer relationships with personal attention and consistent follow-up- Maintain and oversee the disaster recovery plan for the department to ensure business continuity- Participate in the due diligence and vetting of acquisitions and new vendors/partners- Conduct monthly department meetings covering the latest company and department news, training items, etc.- Regularly review and adjust processes to ensure continuous incremental improvement- Present quarterly business reviews to the Executive Leadership Team

• Manage 35 team members consisting of 3 Support Managers and 32 Support Analysts• Oversee and report key performance indicators, SLA compliance adherence as well as other business critical metrics• Address, update, and resolve priority escalations submitted by account managers and customers• Build and maintain strong customer relationships with personal attention and consistent follow-up• Maintain and oversee the disaster recovery plan for the department to ensure continuity• Assist with department training on new software functionality, onboarding team members, and other critical needs• Conduct monthly department meetings covering the latest company and department news, training items, etc.• Review and adjust our existing process as well as create new processes to ensure continuous incremental improvement• Develop and present quarterly operations review presentations to the executive team

• Managed a team of eighteen support analysts ranging from Level 1 to Support Business Analyst• Monitored daily team performance and customer interactions to ensure accurate resolutions were provided• Addressed, updated, and resolved priority 1 escalations submitted by account managers and customers• Was responsible for building and maintaining strong customer relationships• Assisted with department trainings on new software releases and analyst soft skills• Performed daily load balancing to ensure cases were moved through the tier as efficiently as possible• Provided metrics to the executive team on our department’s overall quality and productivity• Reviewed and approved defects and enhancements submitted by analysts• Produced detailed reports for both management and executive team members with critical key performance indicators

• Supervised a team of fifteen support analysts ranging from Level 1 to Senior Analyst• Monitored daily team performance and customer interactions to ensure accurate resolutions were provided• Addressed, updated, and resolved priority 1 escalations submitted by account managers and customers• Was responsible for building and maintaining strong customer relationships• Assisted with department trainings on new software releases and analyst soft skills• Performed daily load balancing to ensure cases were moved through the tier as efficiently as possible• Provided metrics to the executive team on our department’s overall quality and productivity• Reviewed and approved defects and enhancements submitted by analysts• Produced detailed reports for both management and executive team members with critical key performance indicators

• Interfaced with client services management, business analysts, and other appropriate client services staff to facilitate and identify product defects and enhancements• Suggested industry best practices to clients regularly and correlated this industry knowledge with CampusVue features and functionality• Assisted customers with product configuration• Kept customers apprised of situations in consultation with the technical support manager during problem determination, escalation, and resolution• Kept customers apprised of progress on priority development work, product patches, releases and development timelines• Delivered monthly status reports and other ad hoc reports to customers and senior management as needed• Interacted with technical support to ensure that priority issues were escalated properly and that service level agreements are within compliance• Interacted with Product Management to ensure that enhancement requests were properly documented and scheduled for release• Provided feedback to Product Management on customer expectations and alerted them of any conflicts that may exist• Interacted with Product Development to ensure that defects are properly documented and scheduled for release • Maintained the ongoing fiscal health of the accounts • Provided regular feedback to Campus Management’s senior management on the status of the account

• Provided daily support to all of our CampueVue customers• Utilized the FirstWave ticketing system to track and manage my caseload from initial contact to issue resolution• Researched and resolved complex data issues using Microsoft SQL Query Analyzer and SQL Profiler• Documented and submitted enhancements and defects to Development through our ClearQuest and TFS tracking tool• Supported all aspects of government regulated Financial Aid, Academics and maintenance of Student Accounts• Lead support analyst for many of our largest customers

• Managed payroll, accounts receivable, accounts payable and all other financial responsibilities for the company• Performed duties involving sales, marketing, and cold calling• Maintained the network, computer related hardware, lab integrations, and other critical infrastructure• Performed in depth hardware and software troubleshooting and repaired all network disruptions• Implemented several different applications which increased productivity and operational readiness• Continuously monitored network security as well as implemented group policies• Provided detailed user and customer technical support• Performed pre-employment as well as random drug screen collections onsite and offsite• Conducted breath alcohol tests for Department of Transportation mandated screenings

• Provided armed internal security for all American personnel as well as foreign service nationals• Conducted security inspections to ensure the safeguard of all levels of classified material including Top Secret• Monitored a large array of security equipment to control access into and out of the embassy• Dispatched all vehicles from the embassy as well as monitored communications to and from the main post• Commanded twelve Marines as Assistant Detachment Commander • Served as a model representative of the U.S. Marine Corps and also the United States of America• Meritoriously promoted twice and became a Sergeant in less than 2.5 years• Honorably completed enlistment as a Sergeant

Washington, Dc, Us

Marines live the American way of life they protect.They are leaders at home and in their communities.

Hdi Certified Support Manager

Real Estate Sales Person, Real Estate

Certification, Networking

High School Diploma