Andy Keating Email & Phone Number

Chapel Hill, Nc, Us

Augusta, Georgia, Us

I work with Implementation and Product teams to implement ServiceNow to best align with and optimize client business objectives on time and within budget. Provide overall vision and direction throughout the project delivery lifecycle, reduce friction, accelerate time to value, and ensure consistent communications amongst the team. My focus is building open and trusting relations with key partners and stakeholders and expanding the visibility of transparency of organizational processes using ServiceNow to facilitate that trust.

Engagement Manager responsible for overseeing the implementation of projects that support BECK Strategies Inc’s operational and strategic goals. I work with Implementation and Product teams to deliver world class products and applications and to implement ServiceNow to best align with and optimize client business objectives. Primarily responsible for providing overall vision and direction throughout the project delivery lifecycle, reducing friction, accelerating time to value and ensuring consistent communications amongst the team. My focus is building trust relations with key partners and stakeholders.

• Significantly improved operation and stability of WSUS environment, reducing database size by 70% via PowerShell and SQL scripting.• Established patching groups that allowed full compliance with Microsoft patching levels with 2 weeks of patch release.• Coordinated infrastructure migration to new office, including detailed calculations of power and heat loads.• Implemented process to successfully migrate personal OneNote documents to SharePoint with less than .05% defect rate with no unscheduled down time.

Rockville, Maryland, Us

Executed against approximately $6M operations budget supporting CapEx and OpEx costs for global IT infrastructure including on premises, co-lo, and cloud elements. Vendors included HP, VMWare, NetApp, Cisco, Checkpoint, Meraki, Duo, Huddle, RSA, Okta, and Amazon Web Services.Led multi-talented 6-person team consisting of server, storage, networking, and desktop professionals supporting a global IT infrastructure. This team consistently top performer amongst other support teams in terms of ticket resolution, mean ticket resolution time, and aged ticket counts.Drove efficiency and quality improvements via process definition and simplification, including administrator task delegation via tools such as ADManager Plus and PowerShell scripts.Significantly improved server and workstation security by ensuring all Windows machines be patched no more than 2 weeks after Patch Tuesday. This and other security initiatives allowed IT operations team to have zero findings for most recent security audit.Provided technical and organizational leadership migrating on-premises Oracle ERP migration to hosted 3rd Party vendor while reducing SSO spend by over 50% by integrating this new environment to Okta SAML corporate standard. Also migrated several legacy servers (P->V, V->V) as part of this project.Simplified global ERP infrastructure connectivity by reducing VPN tunnel counts over 50:1 through redesigning architecture and terminating connections directly into colocation facility rather than to the ERP provider. This new design resulted in reduced troubleshooting effort and increased uptime via HA firewall pair and direct fiber connection to ERP provider.Met labor and expense targets for the year with no voluntary staff separations during a 50% cut in labor hours. Maintained OLAs using quality enhancing tools such as time blocking and task delegation to assist staff in avoiding task shifting and other productivity losses.

Rockville, Maryland, Us

Implemented SolarWinds monitoring solution, providing detailed metrics on system performance while significantly reducing troubleshooting times. Monitored nodes included Windows and Linux servers, ESX hosts, NetApp filers, Cisco routers, firewalls and switches, and Checkpoint firewalls. Total monitored node count exceeded 500.Continually updated SolarWinds environment, establishing system alerts, triage models, and detailed monitoring of global IT infrastructure to align with SLOs.Developed CMDB-focused as-built templates for system documents, reducing average page counts from 50 to 10, providing the foundation to more easily extend existing ITIL framework to cover assets and configuration items at a later date.Collaborated with system and service owners to extend monitoring with new equipment onboarding. Ensured all system changes included SolarWinds and documentation updates.Participated as key team member on VP-directed initiative to improve change management process as process lead. Work resulted in CM meetings being reduced over 80%. Extended ServiceNow implementation to include workflow to support this new CM process.Supported, as a technical lead, numerous board-directed security initiatives, including OpenDNS (now Umbrella); Dell SecureWorks; and Identity Finder (now Spirion) to protect corporate, PHI, PII, and HIPAA-related data on corporate networks. Supported creation and maintenance of several security metrics used for reports generated for the Board of Directors. Also updated several procedures documents to align with NIST 800-53 requirements and other best practices to enhance corporate IT security controls.Participated as senior operations lead for on-prem analytics environment to Amazon Web Services. This project was delivered in less than 6 months from project definition and supported several high-value projects containing sensitive data consisting of PHI, PII, and HIPAA-related data.

Rockville, Maryland, Us

Redesigned end user support model by consolidating helpdesk function and rebranding it as the IT Service Center. Migrated local physical helpdesks into a centralized, virtual presence with a national toll-free vanity number, and call queuing system to support domestic staff of approximately 900.Developed ITIL incident and request management processes and replaced existing ticketing system with ServiceNow. Met CIO directive by closing 80% of incidents within 4 business hours.Expanded support organization effectiveness by expanding to a “follow the sun model” flexibility by using international project staff, allowing the IT Service Center and ServiceNow to support entire global organization of over 2500 staff.Technical team member responsible for building platform to allow for BYOD and associated Wireless infrastructure. Worked with VARs to design and deploy AirWatch for iOS devices. Technical leader for implementing Entrust hosted certificate deployments integrated with AirWatch for zero touch certificate deployments. These certificates were also used to allow for automatic connections to Meraki wireless Designed and implemented BYOD using AirWatch MDM solution to provide secure access to network resources based on device type.Deployment leader for Windows 7 implementation. Led design-build team consisting of successfully round-robin deploy over 900 laptops over a 3-week period using SCCM and Windows GPOs with no loss of end user data. Newly imaged laptops utilized NIST 800-53 USGCB settings to provide a secure, stable computing environment replacing a variety of legacy OS’s. Developed progress and defect tracking lists to monitor progress of deployments as well as needed fixes after deliveries. This also allowed problems to be identified and addressed to reduce defects as the project matured.

Rockville, Maryland, Us

-Developed several scripting routines to maintain email system and reduce disk growth.-Implemented Meta directory structure for end user attribute exchange between several different system as well as allow single sign on to Oracle EBS.-Coordinated discussions with PMO, business to develop framework for a supportable and sustainable data lifecycle framework.

Washington, Dc, Us

-Stabilized IT operations as part of 3rd party consultancy agreement.-Improved quality of services provided via continuous end user feedback and use of checklists to ensure data center hardware operational readiness-Standardized computer deployment process to improve quality and reduce data loss to zero.

-Managed network and server infrastructure-Improved office connectivity and end user experience.-Implemented task template and database to ensure consistency of work delivered and highest possible level of customer satisfaction on a $15M contract with FHWA.

Master Of Science In Information Systems

Bachelor Of Arts - Ba, Political Science And Government