Andrew F. Email & Phone Number

San Angelo, Tx, Us

United States

I execute root cause analysis and identify behaviors to support advisors and team managers while using holistic coaching through live feedback interactions. I also act as early field failure analysis lead administrator while collaborating with site support engineering to capture new products to investigate by engineering.My accomplishments include:• Successfully manage incoming executive relations escalations while assuring callbacks are on-time and resolved from technical standpoint for VIP customers.• Serve as Team Manager apprentice; tasked with completing backfills for managers on leave, vacation, or temporary assignment. Teams consist of 10-25 advisors each. • Collaborate with on-site and home-based teams through remote management and virtual meetings.• Recognized by senior leaders for using a holistic coaching and root cause analysis to identify trends and provide coaching to increase Customer Satisfaction (CSAT).• Conduct one-on-ones with staff, execute check-ins, spearhead team meetings, monitor team performance, and report metrics to senior leadership. • Charged with developing and assigning team schedules based on forecasting and coverage needs.

United States

I Delivered first-class support for iWork and iLife Suite: Pages, Numbers, Keynote, GarageBand, iMove, iPhoto/, and Photos.My accomplishments include:• Coached and mentored new team members to ensure they were prepared for and supported in their new roles.• Provided solutions to customers for personal and business needs while ensuring an engaging and optimal Apple experience.

United States

Mitigated complex issues while leveraging various skill levels to provide a positive, analytical, and informative approach. Successfully advised customers on Apple’s support options, online tools, and self-help / tutorial training resources.My accomplishments include:• Navigated across multiple applications while identifying and analyzing customer issues; researched and guided customers through steps to conclude a timely resolution.• Identified emerging issues while providing various options and potential solutions with senior leadership.

Austin, Texas Area

I played a key role in troubleshooting Exchange, Active Directory, Citrix, Printing, and Networking issues and partnered with financial clients to provide desktop / server support.My accomplishments include:• Provided banking CORE application vendor support, desktop support, and troubleshooting for various products.

I developed installation and support documentation, trained new staff on desktop architecture process and procedures, assisted in skillset development of associate staff members, supported project-related desktop architecture tasks, and communicated across IS&T teams for a corrugated packing and building product manufacturer with 12K employees.My accomplishments include:• Drafted articles and maintained strong knowledge base for support teams; provided FAQs and access software updates. • Analyzed documented resolutions while understanding trends for improvement and problem avoidance.• Successfully published self-help articles and executed incident resolution to appropriate tier. • Assessed published Word Forge KB articles and ensured they were current while writing new articles.

In this role, I partnered with test engineers and developers to ensure proper software installation procedures were utilized for hardware and software. I also completed design characterization on all Dell-designed products.My accomplishments include:• Led specified test plans and functional tests; charged with evaluating newly developed systems to ensure operation and reliability. • Played a key role in assembling and disassembling prototype systems while tracking prototypes throughout development test cycle.

Bachelor'S Degree

Aas, Computer Networking

Activities and Societies: Phi Theta Kappa honor societyComputer Networking

Business/Commerce, General

Activities and Societies: Tau Kappa Epsilon

Project Management

Project Management Certificate Program