Andy Luu Email & Phone Number

Derwood, MD, US

Herndon, Virginia, United States

• Actively engaged with service teams, escalation teams, and TAMs to provide advanced troubleshootingsolutions and root cause analyses for over 50 high severity cases through oncall shifts.
• Resolved over 600 customer cases by recommending best operational and security practices for enterprise and business customers, keeping in mind performance availability, scalability, and flexibility.

• Provided 24x7 global “customer obsessed” IT troubleshooting and technical assistance for RDS/EC2/VPC, engaging with hundreds of business and enterprise customers through TAMs and software engineers.
• Successfully maintained 40+ cases resolved goals every month with at least an average of 4.75 out of 5customer satisfaction ratings.
• Voluntarily participated in mentorships for onboarding new hires and cross-profile sites, supporting engineers in the RDS service and building strong relationships and communication among mentees.

• Utilized JavaScript and React to construct patient and doctor dashboards based on patient’s medical data.
• Applied fetch API calls to present data from a database of individual patients and hospital studies through peer code reviews.

Seattle, Washington

• Re-imaged over 90 computers to the Windows 10 operating system and added them to the University of Washington network domain to be exported to all employees in the Human Resources department.
• Assisted with troubleshooting software on existing workstations including Microsoft Office 2016, Adobe Acrobat Reader/Pro, and Outlook.
• Entered support tasks and information requests using Outlook and HR Information Systems administrative account and ensured all requests were resolved on time.

Greater Seattle Area

• Taught groups of 3-8 students each week, for 3 hours a day, programming fundamentals through Scratch such as for loops, while loops, conditionals, and user input through story and game-related projects.
• Developed timely scheduled curriculum of warm-ups, lecture slides, and project work time.
• Demonstrated excellent communication skills by delivering constructive feedback and highlighting strengths of each student to parents and managers.
• Ensured parental supervision of students during break hours and took responsibility for student’s safety and laptops.