Paul Andersen Email & Phone Number

Pittsburgh, Pennsylvania, United States

• Managed the entire IT infrastructure, including servers, phone systems, Firewall, Securities, and wired and wireless networks of office and factory spaces.
• Onsite support of all desktop and notebook computer systems.
• Technical project management of business critical application replacements and upgrades.
• Management of IT assets through purchasing, onboarding and retirement of desktop and server equipment and software licenses.
• Negotiated relationships with IT software and hardware vendors and contractors.
• Supported operations by managing critical business systems, such as AD, Exchange, Kronos, SQL, SyteLine, ShopVue, and VAX.

Austin, Texas, United States

• Lead IT analyst for 501(c)(3) charities’ user base and warehouse space. Provided critical support to ensure the smooth operations and delivery of over 50 million meals annually to the community.
• Onsite support of all desktop and notebook computers, servers, printers, portable devices, VOIP phone systems and software.
• Ensured seamless new hire onboarding through standardized system imaging, Active Directory and email account creation, and new hire IT training.
• Minimized work disruption during COVID-19 pandemic by designing and implementing remote work technology programs.
• Improved performance of level 1 technicians through continual training and expanding skill sets.
• Secured data integrity through scheduled server backups and restoration processes.

Austin, Texas Area

Georgetown, TX

• Supported local businesses with professional onsite support and web development
• Managed business website maintenance and marketing materials design, boosting visibility and user engagement.
• Improved IT service delivery by providing onsite and remote IT support services for business and home users' computers, networks, routers, servers, and enhancing user satisfaction while driving informed decisions by.
• Optimized network connectivity, printer functionality, and user server performance through set-up and reconfiguration.

United States

As an MFG Programmer Analyst, I met service-level agreements by creating and maintaining dynamic metrics applications to accelerate manufacturing. I secured a seamless DNA oligo production process by maintaining and enhancing applications, including creation and logistics. I maximized laboratory performance by supporting and upgrading lab computers.

United States

• Lead daily operation of 5-member product support technician team, maintaining uninterrupted ad distribution on MySpace, MSN, AOL, MSNBC, and CNET, and securing real-time software issue resolution.
• Catalyzed issue prioritization by implementing standard severity/SLA system, including key metrics such as TTR and attainment.
• Implemented enterprise-class support processes for startup software company.
• Strengthened IT security by tracking and escalating recurring issues to the engineering department using code repository systems.
• Successfully implemented JIRA application, provided associated training, and developed processes to efficiently track bugs and issues.
• Increased support coverage through training and utilizing the parent company’s larger resource pool to provide 24/7 assistance.

As the MFG Programmer Analyst, I improved data visualization by designing and implementing a replacement for the legacy Brio reporting system using BusinessObjects. I facilitated data analysis and reporting using Business Objects, Universe Design, and an ASP and ASP.NET-based reporting system. I also advanced continuous improvement and innovation by.

At Dell, I strengthened the reliability of Dell's rapidly growing internal helpdesk infrastructure by streamlining processes and applications using Dell's adopted software development lifecycle methodologies. By implementing new tools and processes, I reallocated 30% of the helpdesk to other tasks without compromising infrastructure support for 65K+ global.

• Tasked with identifying productivity gaps and created solutions that increased throughput of trouble tickets.
• Implemented an interim Perfect Keyboard During requirements gathering
• Implemented new procedures for call handling to better utilize technicians time.
• Developed new process for Password resets.

Reduced new system setup by 80% by developing and maintaining automated imaging program Designed an ASP Inventory tracking program for internal computer assets.Automated productivity and customer satisfaction reporting for internal repair technicians. Troubleshot and repaired desktop & server hardware/software issues escalated by helpdesk technicians.

Resolved customer's technical issues escalated from primary support technicians