Andrew Thiesen
5770 Copper Leaf Naples,FL
Overview
10
10
years of professional experience
Work History
Application Support Engineer
Freespace
Naples, FL
08.2022 - 11.2022
- Delivered technical support to clients by offering solutions based on specific problems and concerns.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
- Installed modules for databases to meet client specifications.
- Suggested changes to support practices to drive improvements.
- Logged status of jobs in work tickets using JIRA tracking system.
- Updated and maintained knowledge base information for documentation and future reference.
- Increased efficiency through task automation.
- Met with clients to brainstorm in discussion meetings.
Solutions Architect
Sensory Inc
Boulder, CO
10.2021 - 08.2022
- Collaborated with designers, developers and engineers to bring technical solutions to life.
- Owned statement of work and change request contract development, construction and pricing, including status updates and communications across clients, teams and vendors.
- Communicated with clients to understand system requirements.
- Verified stability, security and scalability of system architecture.
- Provided technical guidance for system development and troubleshooting.
- Built and oversaw network infrastructure comprised of various virtual products.
- Planned, implemented and integrated updated system-oriented projects.
- Designed and delivered mission-critical infrastructure to maintain consistent availability and performance.
- Utilized Python to handle debugging and automation scripting tasks.
Senior Implementation Engineer
Exterro
Naples, Florida
07.2017 - 10.2021
- Handled design development, delivery and implementation for assigned projects.
- Established all technical project requirements and maintained effective professional relationships with clients.
- Configured changes and upgraded software systems.
- Customized all software implementation processes for clients.
- Recorded and managed implementation user guides.
- Planned and executed system implementations with minimal bottlenecks.
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Reviewed project requirements to identify customer expectations and resources needed to meet goals.
- Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Improved and corrected existing software and system applications.
- Leveraged Agile methodologies to move development lifecycle rapidly through initial prototyping to enterprise-quality testing and final implementation.
- Wrote user manuals and other documentation for roll-out in customer training sessions.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
- Updated software upon release of vendor patches to mitigate vulnerabilities.
- Recommended strategies to maximize performance and lifespan of equipment involved in software installations.
Service Desk Analyst
Hyperion Insurance Group
Naples, FL
10.2016 - 07.2021
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Maintained positive working relationship with fellow staff and management.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Oversaw daily performance of computer systems.
Manager of Technical Processes & Maintenance
Liquid Holdings Group
Aventura, FL
10.2012 - 09.2015
- Delivered technical support to clients by offering solutions based on specific problems and concerns.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
- Logged status of jobs in work tickets using Zendesk tracking system.
- Administered on-site support and application engineering for custom products with unique interfaces.
- Utilized best practices to identify and remedy bugs in applications within specific timeframe.
- Performed testing on user defined functions and triggers.
- Contributed to requirements gathering and design development meetings.
- Trained and coached new hires and junior developers and shared insight into ways to meet tight deadlines and improve overall efficiency.
- Designed and developed software applications for Mac and Windows systems.
- Promoted positive customer support training experience after application completion.
Education
BBA - Business Administration And Management
St. Petersburg College
St. Petersburg, FL06.2024
Bachelor of Science - Information Technology
University Advancing Technology
Tempe, AZ01.2008
Skills
- Project Management
- Technical Support
- Quality Assurance
- Technical Writing
- System Configuration
- Technical Documentation
- Technical Analysis
- Troubleshooting Skills
- Remote Assistance
- Application Installations
- User Support
- Project Coordination
- Quality Controls
- Application Engineering
- Documentation
- Technical Consulting
- Solution Selling
- Performance Analysis
- Automated Processes
- Technical Issue Resolution
- Process Automation
- Verbal and Written Communication
- Team Building
- Interdepartmental Coordination
- Database Configuration
- System Upgrades
- Technical issue resolution
- System performance
- Process automation
- Customer support
- Software platforms
- Database configuration
- Verbal and written communication
- DevOps proficiency
- Application support
- Mac systems
- Technical documents comprehension
- TCP/IP
Timeline
Application Support Engineer
Freespace
08.2022 - 11.2022
Solutions Architect
Sensory Inc
10.2021 - 08.2022
Senior Implementation Engineer
Exterro
07.2017 - 10.2021
Service Desk Analyst
Hyperion Insurance Group
10.2016 - 07.2021
Manager of Technical Processes & Maintenance
Liquid Holdings Group
10.2012 - 09.2015
BBA - Business Administration And Management
St. Petersburg College
Bachelor of Science - Information Technology
University Advancing Technology
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary
Methodical Senior Engineer / Technical Account Manager with over 10 years of experience supporting SAAS applications. Efficiently diagnosed issues and developed solutions, including SQL failures, Cloud configuration, and code issues. Seasoned leader when coaching junior staff and identifying areas for improvement. Consistently employed excellent judgement and analytical skills to accurately complete tasks.
Quote
Before enlightenment: chop wood, carry water. After enlightenment: chop wood, carry water.
Zen Buddhist saying
References
References Available upon conditional offer.
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