Andrew Shaffer Email & Phone Number

Herndon, Virginia, United States

Still a developer. (Java, Android, iOS)

Still a developer. (Java, Android, iOS, web based apps)

Reston, Va

Still a developer. (Java, Android, iOS)

Reston, Va

Developer

Arlington, Va

- Assists with the development, delivery and management of technology-based business solutions.- Develop and maintain knowledge of system components for integration processes.- Develop and maintain system architecture documentation.

Reston, Va

- Supported software development of cyber security projects for Electrosoft customers and internal projects.- Maintained knowledge of partner software required for system integration. - Developed/Maintained in-house tools used for interaction with partner software.- Integrated in-house tools, partner software and hardware into a ICAM lab environment.

Herndon, Va

- Maintained expert-level knowledge on the features and business applications of the Wireless Matrix web-based software products and telematics devices. - Provided technical support, product expertise and ad hoc reports to customers and interdepartmental groups. - Identified data issues in production and proposed data fixes to development team. Independently plan and prioritize workload in relation to customer and departmental needs.

Reston,Virgina

- Served as point of escalation for internal and external inquiries concerning account and application issues. - Acquired in-depth knowledge of systems allowing initial triage including but not limited to SQL queries, perusing application logs and reviewing the health of systems to determine impact, cause and resolution of issues.- Initiated Change Control Requests based on investigations of current issues to ensure proper solution delivery, and tracked each CR until it was successfully resolved. - Increased customer satisfaction by resolving all escalated customer inquiries and trouble tickets within the allowable time frame in order to meet established support standards and SLAs. - Provided on-call support during off hours and backup when needed. - Provided technical support to internal teams during production deployments. I- Implemented and administered automated testing scripts for mobile handheld applications that eliminated need for manual testing (reduced staff workload by 22.5%).

Fairfax, Virginia

- Provided outstanding customer support for walk-in customers and through automatic call distribution.- Answered all customer inquiries and resolved issues within the established timeframe.- Provided training and mentorship for other representatives.

- Served as liaison and resolved for Fairfax County government reported complaints in a timely manner.- Provided outstanding first and second tier technical and customer support for walk-in customers, automatic call distribution and email requests.- Provided acceptable updates and resolutions to all customer inquiries and issues within the established allowed timeframe using documented processes and knowledgebase.- Accurately recorded all customer interactions in Remedy Ticketing System and created/updated solutions in the knowledgebase.- Created customer service and email templates and application macros that sped up delivery of service.

Springfield, Va

- Created and maintained training intranet site and web-based applications, which included online testing and knowledgebase applications for the training and customer service departments.- Designed and delivered outstanding technical training and documentation to new hires as well as training for current employees up to remain up to date on all system changes.- Worked with Customer Service Management to ensure training needs were satisfied.

Bachelor'S Degree, Computer Science, 3.37 Gpa

Activities and Societies: Deans List: Spring 2013, Fall 2013

A.S., Information Technology; Computer Science, 3.34 Gpa

Studied both Computer Science and Information Technology.