Andy Hapka Email & Phone Number

Racine, Wi, Us

Racine, Wisconsin, United States

Milwaukee, Wisconsin, United States

Primary responsibility is provisioning user accounts. Performing tasks such as setting up, changes to, and disabling user accounts. Requires a deep understanding of the applications each client uses as well as requirements of varying roles with the client. Accounts provisioned included Active Directory, individual applications, and e-mail accounts using both Exchange and Office 365.Responsible for identifying and correcting any access errors in accounts reported by end users. Requires research skills and investigative work into past reports of similar issues. Determined if they should have that access and correct it if so. If not, advised what needed to be done for them to gain that access. Also worked with client IT departments on special exceptions out of role.Serving as a liaison with client management. Involves working directly with clients to clarify requests and ensure that the right person is given the right access. Creating and updating documentation as necessary to ensure proper provisioning in the future.

Greater Milwaukee Area

As a Senior Technical Analyst (also known as Tech 2) I was responsible for handling incident escalations from the front line Technical Analysts (Tech 1). Part of those duties involved reviewing the escalated incidents and attempting to resolve the incident myself or give the Tech 1's advice on how to best resolve the issue. On incidents that require other teams to get involved, I was responsible for assigning tasks to the various engineering teams and monitoring the progress of those tasks. Finally, I kept clients updated on the progress of their incident.Served as Senior Tech for the third shift team. Duties on this team included assigning incidents to technicians based upon their skills and provisioning user accounts. Provisioning accounts included setups, disables, access changes and e-mail configurations to client specifications. This required prioritizing accuracy over volume while still resolving incidents within the service level agreements.I also communicated the needs of our team to other teams such as Operations and Service Desk as a Service so that our clients received the best possible seamless service.

Greater Milwaukee Area

As a Technical Analyst (also known as Tech 1) I was responsible for front line communication with our clients and resolving computer issues via phone. Our goal was to resolve as many incidents as possible on the first call and keep clients updated on incidents that were escalated to our engineering teams.

Conducted end user training, Advanced user of squad software and assisted users with navigating the program during a roll-out, compiling reports and retrieving call history, and other duties.Assisted with records management. Administrative user of fingerprint database and served as a liaison to the vendor to handle hardware and software issues as they arose.Setup and management of jail computers. Assisted and advised supervisors on computer set-up, e-mail and distribution list management, and resolving common user problems.1st Award of Excellence in May 2009. Given for exceptional performance on the I-94 traffic unit.

Green Bay, Wisconsin Area

Researched and implemented a small business network upgrade. Served as a liaison to the vendor and handled minor issues with the hardware and software as they arose. Made recommendation to the owners on upgrade to Microsoft Access based records management.Responsible for purchasing and inventory control. Ordered parts as needed and contacted vendors to stay on top of pricing, availability, and new products.Headed department of three to five employees to provide top-notch customer service. Required extensive problem solving and management skills. Responsible for resolving the most difficult customer problems.

Bs, Management Information Systems, 3.59

2009 and 2010 Academic Honors. I have taken a wide variety of programming courses such as Beginning and Intermediate Java, Beginning.

Bs, Political Science

1992 and 1993 Academic Honors.