Andy A. Email & Phone Number

Acted as the primary escalation contact for both technical and managerial inquiries, stepping into direct customer support roles during peak periods to maintain service continuity.Vigilantly upheld Service Level Agreements (SLAs), orchestrating task delegation and problem ownership within the team to expedite issue resolution and maintain customer satisfaction.Administered enterprise client servers and network infrastructures, guaranteeing peak performance, fortified security, and steadfast reliability.Fostered a collaborative environment for troubleshooting complex PC/MAC and network issues, culminating in effective problem resolution and heightened client contentment.Exhibited outstanding problem-solving prowess, consistently delivering rapid and effective solutions to ensure client delight.

Pittsburgh, Pennsylvania, United States

Serve as the primary point of contact for dealership staff seeking technical assistance, providing prompt and effective support via phone, email, or in-person.Troubleshoot hardware and software issues, diagnose network connectivity problems, and resolve technical inquiries related to dealership systems and applications.Collaborate with vendors and external service providers to ensure the timely resolution of more complex technical issues and escalate problems when necessary.Administer and maintain dealership computer systems, including regular updates, security patches, and antivirus management.Provide user training and create documentation for common technical procedures, ensuring staff members are proficient in utilizing dealership-specific software and tools.Assist in the procurement and setup of new hardware and software, conducting system installations and ensuring compatibility with existing infrastructure.Implement and enforce IT policies and procedures to enhance system security and protect sensitive dealership data.Manage user accounts, permissions, and access controls for various software applications.Collaborate with the IT team to plan and execute technology upgrades and system enhancements.

Toledo, Ohio Metropolitan Area

Closed 95% of trouble tickets on the first call without escalation. Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, and virus infections Provide direct server support during deployment and general production operations Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue. Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.

Chantilly, Virginia, United States

Configured 3G, CDMA, and LTE phones to precisely match the optimal frequencies of 800MHz, 1900MHz, and 2.5MHz, utilizing advanced QPST software for enhanced coverage and network performance.Proactively identified and meticulously reported issues such as call drops, call failures, and interference, ensuring seamless communication experiences for end-users.Executed comprehensive CTTP (Cell Throughput Testing Procedure) and ATP (Acceptance Test Procedure), including E911 test calls, across various sector PNs or PCIs (alpha, beta, and gamma), meticulously confirming LAT/LONG coordinates with precise azimuth angles.Engaged in extensive travel to diverse cities within the United States, targeting specific cell sites, and executing rigorous regression testing during scheduled Maintenance Windows to maintain network integrity.Conducted stationary tests to assess UL/DL (Uplink/Downlink) throughputs across different PCIs on each designated site, ensuring optimal data transfer rates and network efficiency.Successfully generated eCFSB (Evolved Cell Forwarding State Break) assessments to validate EUtra Command, LTE extended service requests, and Handoff completion messages, bolstering network reliability.