Andrew Fellenz Email & Phone Number

Puyallup, WA, US

Kent

Greater Seattle Area

• Primary responded to all production system issues as well as customer requests, and technical support.
• Thoroughly investigated all customer facing issues as they are reported and provide report prior to escalation of the issue.
• Monitored the progress of events and supplied the client, partner, and/or internal teams of appropriate status updates in a timely manner.
• Worked with internal teams to resolve complex issues within specified Service Level Agreement (SLA) timeframes.
• Managed Incident notifications for clients, partners, and internal teams within specified SLA’s.
• Performed basic systems troubleshooting and managed coordinating with internal teams as needed.

Greater Seattle Area

• Served as the IT department’s central point of contact for all employee and vendor hardware or software issues, questions and IT service requests, providing outstanding customer service.
• Maintained a broad understanding of the IT organization
• Provided tier 1 technical assistance and support for incoming queries and issues related to IT systems, following documented troubleshooting procedures
• Responded to all high severity incidents, following established procedures
• Analyzed and responded to service requests for hardware, software, and user accounts following defined processes and documented requirements
• Administered approved access for user accounts and applied security policies for employees and vendors in Active Directory and other systems

Tacoma, WA

The Help Desk Supervisor is responsible for overseeing day-to-day operations within the help desk area along with coordination of training and development for all Help Desk Analysts and Seniors within the Help Desk. The Help Desk Supervisor is also responsible for reporting statistical information regarding service levels to the Help Desk Manager, Sr..

Greater Seattle Area

• Troubleshot, resolved and escalated customer issues, for which Service Desk Professionals and Specialists are unable to resolve
• Provided feedback to customers (and other appropriate Teammates) through to resolution of such issues
• Demonstrated solid understanding of DaVita's proprietary applications
• Demonstrated solid understanding of all support teams within DaVita IT Support
• Demonstrated solid understanding of ITSS operations and day-today processes and procedures
• Demonstrated DaVita's Core Values

• Answer the helpdesk line and record the call in an automated request system.
• Creates and maintains documentation of common problems/errors on the functionality of the custom applications.
• Uses standard and specialized reports on automated systems.
• Provide assistance to others in low call volume times.
• Primary support and contact for the Reservation Resource System used to book Check out equipment such as Laptops, Projectors and Video Teleconferencing. Responded to all requests for hands on assistant with equipment.
• Primary support for Cisco Phone & Avaya System. Add, Remove, and Change phone requests as requested.

Serves as first point of contact between end-users (employee and contractors) and greater IT organization. Respond to all employee requests for technical help, by telephone or email request. Troubleshoots and resolves issues. Provide initial incident support with a goal of (80%) of calls resolved on first contact

• Title: Service Desk ManagerControlled the process of ensuring accurate and timely technology support and problem resolution to internal and external customers. I was responsible for resolving complex and everyday.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Facilitate a variety of meeting types including brainstorming, planning, design, discovery, and decision-making sessions.
• Handle and manage multiple priorities and projects.
• Diagnose and troubleshoot problems seen while monitoring production sites.
• Follow escalation procedures and communicate issues clearly to technical and non-technical individuals. Work with our system and software engineers to provide technical support.

Contract position with Starbucks Coffee Company acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and.

Duties: Contract position to AT&T Wireless answering phone calls and emails in an inbound call center environment providing over the phone support for Networking (RAS, VPN, Ethernet, etc.), Hardware, Operating Systems, POS Tier 2, Customer Service, and password reset assistance for all internal AT&T Wireless employees, including both Direct and Indirect.

Long Term Contract to the County of Los Angeles’ Department of Children and Family Services. Supporting but not limited to IBM Global Services’ Child Welfare Services / Case Management System application. (A State mandated & fully funded Child Tracking database system)Respond to calls and emails and provided initial desktop support to clients. Assess.

Long Term Contract to the County of Los Angeles’ Department of Children and Family Services. Supporting but not limited to IBM Global Services’ Child Welfare Services / Case Management System application. (A State mandated & fully funded Child Tracking database system)Respond to calls and emails and provided initial desktop support to clients. Assess.

Performed over the phone troubleshooting and problem resolution for PC and Macintosh environments. Recommended hardware and software replacements to customers. Cooperated with multiple departments to strive for complete customer satisfaction, including scanning of rebates to be placed on Zones' web site. Instructed sales representatives in requested areas.

Associates, Small Business Management

Certificate, Computer Support