Andy Sherlin Email & Phone Number

Franklin, Tennessee, Us

Maintain high standard service levels within the end user organizational community for a Division of Alabama Farmers Federation serving nine states of agents and customers. Completed corporate upgrade of Windows 7 to Windows 10. Manage and convert VMware Horizon user-base to a laptop user-base. Reporting of security posture of all devices and users within the scope of client/server infrastructure.Signature Achievements→ Setup new company partnerships with IT Disposal/Recycling.→ Creation of Checklists and SOP’s for IT Deskside Support.→ Act as first point of contact for senior leadership.→ Manage Service Desk ticket queue.

Brentwood, Tn, Us

Responsible for managing and improving the Quorum I.T. Service Desk. Full accountability for I.T. customer service. I am the face of Quorum I.T. Have ownership of verifying metrics and SLAs are met, providing exceptional customer service, and running a lean, customer-focused service desk. I play keynote role in transitioning IT services of support and infrastructure from former parent company CHS to new parent company Quorum Health Corporation and its hospital facilities.• Supervise technicians and monitor their day-to-day work activities, filling in as needed due to escalation or high demand• Monitor cases for SLA violations• Technical Writing / Documentation cataloging / Design Training material• CISCO WebEx Admin• McAfee ePO Admin• Create POs, check requests, and source purchase requisitions• Purchase equipment from corporate vendors• Inventory and asset control• Document continuous improvement processes• Study root cause case analysis and implement solutions to correct• Interview and hire and terminate employees• Perform employee evaluations• Provide case reviews and standups with team associates• Document procedures, policies, passwords, and manage software licenses and assets• Review all aspects of customer service including surveys and follow up on negative feedback• Quality control over Wiki, Service Desk manual, and Knowledge Base content• Create, update, and manage I.T. policies• Provide department status, health, metrics, and results to senior leadership• Installed, upgraded, configured, troubleshot, supported various Microsoft products including Windows, Server, Office Professional, O365, Visio, Project, SCCM, Bitlocker, GuardianEdge, ActiveSync, and third party software including EMC Avamar, FTP clients, Cisco WebEx, Symantec Endpoint Anti-virus, Symantec Ghost, Symantec Backup Exec, VMware, Quest Active Roles Server, VPN, and remote control software.

Tullahoma, Tennessee, Us

Responsible for maintaining the networks for a $1.6B credit union with over 140,000 members and 400 internal employees • Worked daily in VMware and Citrix environments to ensure front-end user function.• Monitored environment to provide insight and management capabilities for production assets.• Provided front and back office desktop and network support.• Setup, installed and supported Cisco, HP routing and switching hardware.• Worked with TrackIt Ticketing Software to manage daily workload.• Managed EMC Networker backup tapes and storage.• Monitored incoming mail through Barracuda Email Server.• Created reports to ensure the SAN contained sufficient space for VMware virtual servers.• Coordinated work assignments with vendors and management teams.

Chicago, Il, Us

Supported a rapidly growing and sophisticated technology infrastructure. Provided continued development for customers, and continued development of vendors to achieve great results. Routinely provided technical training for high profile clients such as the FBI, Joint Chiefs of Staff, NASA, FEMA and other government agencies. Worked side-by-side injecting best practices into the current production environment. Provided innovative and effective services to save lives and revenue, while providing unique ways to increase the level of service to customers. While on site and without supervision, made decisions of a critical nature concerning the customers equipment and/or company policies. • Established and maintained a high security environment using the latest technologies and practices.• Built, configured and installed Windows Servers.• Provided and supported the architectural framework for computers, networks and telephony products installed at customer sites.• Trained large corporations and government sites across the country, both onsite and via web, to use servers and emergency notification equipment.• Acted as a primary or secondary technical source and liaison to customers, product development, technical support, and project management on all applicable technical issues. • Configured, maintained and supported in-house lab environments.• Participated in conferences as a speaker and trainer.• Compiled user manuals and training materials for desktop and database applications.• Setup comprehensive learning environments and • Managed and facilitated high profile government technical projects.

Supported 50+ small and medium size businesses throughout the Middle Tennessee area. Executed new office installation, which included setting up desktops/laptops, servers, printers, and network equipment Supported existing and new network infrastructures.• Setup, installed, configured and troubleshot Cisco routers, switches, and WAP’s.• Provided desktop support locally and remotely.• Deployed LAN /WAN maintenance and security including firewalls, routers, switches, anti-virus, and anti-spam solutions.• Troubleshot desktop issues onsite, also by telephone and remote.• Setup and managed partnerships with Dell, Microsoft, Cisco and Symantec.• Activated and setup Microsoft Open Licensing orders.• Managed vendor/distributor accounts. Controlled MSDN, Microsoft Action Pack, and Cisco SmartNet Accounts.• Managed vendor accounts with Tech Data and CDW.• Recommended products to clients and performed quarterly maintenance.• Coordinated dispatches and work assignments for technicians• Created Purchase Orders via QuickBooks. Ordered/received all inventory.• Customized training documentation and facilitated training with co-workers and area business owners to increase cohesion.• Conducted I.T. Presentations for area business leaders.• Elected as Vice President in Business Network International (BNI) Top Producers Chapter.• Authored “Ask the Expert” articles on a monthly basis in Rutherford AM newspaper.

Bachelor Of Science, Management, Marketing, Mass Communication

Acsp - Apple Certified Support Professional

Sccm

Mcse, Ccna, Security+, Net+, A+, Information Technology

Education record