Andy Mergler Email & Phone Number

Army National Guard Bureau, Arlington, Va

Performance Management / Problem Solving / Business Acumen / Analytics• Implement and perform quality assurance functions in compliance with International Office of Standards (ISO).• Establish best practices, quality assurance methodologies and determine resources required for IT organization quality control.• Conduct formal and informal reviews at pre-determined points throughout product life cycle. • Responsible for creation and delivery of the IT Award Fee Determination Monthly Performance ReportStrategic Planning / Conceptual Thinking / Project Management• Identify quality opportunities, prepare strategic initiatives, lead corrective actions, record/document activities, establish monitoring/audit systems and report results.• Prepare, monitor, provide quality assurance metrics for ARNG IT organization. Identify and take action to improve areas of opportunity.Communication / Leadership Confidence• Review requirements, specifications and technical quality documents to provide timely and meaningful feedback.• Lead creation of Standard Operating Procedures (SOPs), Technical Manuals and Job Aids.• Develop and lead identified organizational activities and development opportunities.

Us Department Of The Treasury, Washington, Dc

Multi-functional roles encompassing skills in business development, marketing, operations management, performance analysis, ITSM service delivery, IT infrastructure service management, policy development, quality assurance/process improvement, relationship management, organizational behavior, qualitative data analysis & reporting and personnel training.Quality Assurance on a multi-million dollar contract in the Infrastructure Operations Department (IO), U.S. Treasury. STRATEGIC OVERSIGHT • Strategized with the Assistant CIO and managed relationships with key stakeholders. • Prepared and executed strategic plan to improve support for six different Infrastructure Operations (IO) departments and 4,500+ end-users.NEEDS ANALYSIS / CONSULTING • Conducted needs assessment, developed risks and advantages proposal and granted approval by CIO to begin selling and outsourcing US Treasury IT services. CHANGE MANAGEMENT • Re-branded IO Department to Enterprise Infrastructure Operations Services (EIOS) and streamlined IT communications, processes, and services improving overall customer experience. • Led six-month cross-functional team of US Treasury departments through negotiations and final approval to establish the first EIOS Service Desk Monitoring system.QUALITY ASSURANCE • Led QA team documentation, monitoring, auditing, and training. Developed more than 200 documents - technical manuals, SOPs, guides, and training manuals. • Initiated quality assurance documentation and quality control standards and implemented process improvement strategies in an enterprise network environment. • Eliminated service and communication gaps by identifying and creating a multi-step program to enhance communication equipment/processes and design, creation and execution of Service Desk, End User and Data Center training programs. • Improved Service Desk customer satisfaction levels to 4.6 out of 5; 12% improvement over prior surveys. • ITIL® V3 Foundation Certified

Edgewater, Md (Home Office)

Responsibilities: Strategic Planning/Tactical Execution, Marketing, Account Management, Project Management, Business Development/Relations, Organization and Operations Management