Michael Mcandrews Email & Phone Number

Woodbridge, Va, Us

Washington D.C. Metro Area

Guidance to junior staff through constructive criticism to continuously improve their work habits and customer-peer interactionOversight of inventory of technology equipment, as well as relevant processes for receiving, ordering, tracking, and disposing technology equipmentCoordination of with level 2 support on queue management, as well as on remote and desk support to IT Division staff and supported divisionsParticipation with the Office of the Secretary Division to ensure consistent delivery of premier support with technical assistance as neededKey Projects Handled:Desktop Alert System: selection of vendors and tools related to desktop notifications for emergency purposesConnect and Share: integral role as change champion lead for a project to migrate the organization from Lotus Notes to Microsoft Outlook, which included facilitating training and communication for division representatives to ensure business awareness and user acceptance testing on environment changesBlackBerry Deployment: Initiation of several mass BlackBerry deployments for the IT and Legal divisionsCA Asset Track: improvement, testing, and introduction of asset scanning devices with Sprite imaging software; created guides and documentation that are still in use today

Washington D.C. Metro Area

Leadership to the desk-side Support Team, which entailed hiring, training, supervising, coaching, and evaluating five direct reportsManagement of $2.3M budget and asset trackingGuidance to the team in providing hardware support, software support, training, and technical services to clientsDevelopment of monthly and ad hoc reports as needed to Technology Delivery and Support (TDS) section leadershipDelivery of consistent and reliable support for training and conference room meetings and events by designing conference room support solutionsStreamlining of travel processes to ascertain adherence of travelers to security procedures while having all needed accessories for domestic and international travelKey Projects Handled:12th Floor Support: created a support strategy for 30 users who functioned in a central location without any available infrastructureVTC Improvements: integration of feedback from division and support to enhance video teleconference functionality in K-4020Lotus Notes 8.51 upgrade: leadership to the Project Team in ensuring division readiness for upgrade to 8.51, which included hardware and software upgrades for all division machinesBlackBerry Deployment: facilitation of group training and smoothly deployed devices in mass as opposed to the inefficient year-round deploymentStandard Operating Procedures: implementation of standard operating procedures for service desk as guide for various help desk functions

Washington D.C. Metro Area

Fast-track promotion to NOC site manager in 2005, following numerous successes as an OTR site managerLeadership to several teams with approximately 30 direct reports, which entailed hiring, training, coaching, and evaluating staffGeneration and submission of monthly reports to management and customersExpert identification and resolution of issues, offering recommendations for improvementIntegral role in advancing the positions of 23 employees, from being under performers and subject to termination, trough effective mentorship and coachingKey Projects Handled:Improvement of team service level agreement from eight hours to four hours resolution timeOutput Assessment Project: supervision of the Project Team in evaluating the output environment and determining total cost of ownership; offered innovative insights to reduce costs; achieved $1M in annual savingsAnnual/Spring Meeting Deployment: successful deployment of over 500 devices, as well as the upgrade of 2,000 devices globallyBack-fill Program: development of a program to provide critical support to areas with high demand by relocating specific staff from areas with low demandPrinter Maintenance Program: establishment of a program to deliver routine minor maintenance to network printers, with the goal of reducing printer downtimeCisco Certified Network Associate Certification Project: Management of the project to improve the skill level of the NOC staff and motivate NOC technicians to pass the CCNA

Fairfax, Virginia

Cleveland/Akron, Ohio Area

Cleveland/Akron, Ohio Area