Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Bronze Medal (3rd place) - Information Technology Olympiad (National), Satu Mare, Romania 2014
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Andra Hough

Andra Hough

IT Professional
Middleville,MI

Summary

Senior IT professional with proven ability to drive initiatives and deliver impactful results. Strong focus on team collaboration, adapting to changing needs, and ensuring reliable performance. Expertise in customer support, peer collaboration, and skilled at coaching and developing talent. Focused on fostering customer-centric service delivery and implementing technical solutions that align with business goals. Strong background in operational efficiency, escalations management, and IT best practices within global enterprise environments.

Overview

10
10
years of professional experience

Work History

Senior Consultant

Gallagher
07.2024 - Current
  • Lead IT consulting projects, aligning technical solutions with client business needs and industry best practices.
  • Mentor and coach consultants, fostering professional development and accountability for project outcomes.
  • Partner with stakeholders to define requirements and translate business needs into actionable and technical roadmaps.
  • Manage vendors and internal teams to ensure seamless project execution and adherence to service standards.
  • Maintain process documentation and knowledgebase resources to improve operational efficiency and service delivery.
  • Technologies used: VMWare, Windows Server 2012-2022, SQL, Azure Cloud, Azure DevOps, ManageEngine, Talkdesk, Veeam Backup.

Sr. Infrastructure Engineer

Buck (acquired by Gallagher)
02.2021 - 07.2024
  • Directed modernization initiatives, reducing downtime and improving performance of client-facing applications.
  • Acted as escalation lead for critical outages, ensuring rapid root cause analysis and service restoration.
  • Coordinated cross-team collaboration for enterprise VoIP migration (Talkdesk), including training and documentation.
  • Developed infrastructure frameworks covering change management, disaster recovery, and compliance.
  • Provided coaching and knowledge-sharing to colleagues, promoting a culture of continuous improvement.

Scrum Master

Steelcase
03.2019 - 01.2021
  • Facilitated all Scrum ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives, ensuring continuous team alignment and workload transparency.
  • Coached team members and stakeholders on Agile principles and best practices, promoting a self-organizing team culture.
  • Removed blockers and resolved cross-team dependencies by collaborating with product owners and stakeholders.
  • Partnered with Product Owners to manage and refine backlogs, define user stories, and ensure clear prioritization aligned with Steelcase’s digital transformation strategies and goals.
  • Tracked and analyzed sprint metrics (velocity, burndown, cycle time) to drive continuous improvement and optimize team performance.
  • Promoted a culture of feedback, experimentation, and innovation.

Sr. Infrastructure Engineer

Steelcase
10.2016 - 01.2021
  • Provided 2nd level IT support for internal users, server/network/SAP jobs monitoring
  • First level of infrastructure support
    Technology/Applications used: Service-Now (ticketing system), SAP GUI, VMware, CA Workload (D-series for SAP jobs), EMU/GTS (monitoring system), Remote Desktop Connection, putty
    -Backups & restores (Symantec Netbackup & Time Navigator)
  • Managed and resolved tickets/tasks/incidents logged in Service-Now; escalated unresolved issues to next level of support or application owners.
  • Escalated and coordinated with on-call engineers (for high and critical incidents - P2 & P1) and critical incident coordinators - CIC (for critical incidents - P1)
  • Participated in an oncall rotation; developed and followed oncall procedures during weekends and holidays.
  • Managed and resolved disk space issues (Windows & Unix/Linux) and FTP issues.
  • Used patch management tools for servers; ensured most stable and secured standards are applied to all environments (SCCM).
  • Architected and supported server, network and application monitoring systems (Solarwinds and several Solarwinds integrations with external apps).
  • Lead and supported automation efforts; managed modernization and migration projects pertaining to CA Workload Automation (Broadcom ESP D-series).
  • Managed and delivered several projects including environment modernization of Netbackup (backup solution).
  • Mentor junior engineers, promote best practices, and foster a culture of continuous improvement across global teams.

Service Desk Analyst

Steelcase
02.2016 - 10.2016
  • Provided first-line technical support to global Steelcase employees, resolving hardware, software, and network issues across Windows, macOS, mobile devices, and enterprise systems.
  • Delivered customer service through multiple support channels (phone, chat, email, ticketing systems), consistently meeting or exceeding SLA response and resolution targets.
  • Troubleshot and resolved issues related to Microsoft 365, VPN access, Active Directory, remote desktop tools, and collaboration platforms like Teams and Zoom.
  • Escalated complex technical issues to appropriate Tier 2/3 teams while maintaining ownership and communication with end users throughout the resolution process.
  • Documented detailed problem descriptions, solutions, and technical workarounds in the ITSM Knowledgebase system (ServiceNow).
  • Collaborated with infrastructure and application teams to identify recurring issues and suggest process or system improvements to enhance end-user experience.
  • Participated in continuous improvement initiatives and user training sessions to promote self-service and reduce support volume.

Service Desk Analyst

Endava
08.2015 - 12.2015
  • Provided 1st level IT support to internal and external users.
  • Managed emails, sorted, prioritized, logged incidents, escalated to upper level technical teams.
  • Managed phone calls, provided on-the-spot help (password reset, unlock account, remote connection); escalated unresolved issues/requests to other teams.
  • Managed server alerts using the Augmenta monitoring tool; sorting/prioritize alerts; escalated to appropriate support team.
  • Managed VMware and security alerts received on email; escalated to appropriate teams
  • Assisted with Stories/Articles removals from web using the Google Webmaster tool.
  • Followed the on-call procedures: properly escalated high or critical incidents to on-call engineers; notified clients/3rd parties/ SDMs/CSMs.
  • Technology/Applications used: Fusion (ticketing system), Microsoft Office tools, Remote Desktop Connection, Microsoft Remote Assistant, Active Directory.

Education

No Degree - Computer Science

Universitatea Babes-Bolyai
Cluj Napoca, Romania
05-2017

High School Diploma -

Colegiul National "Mihai Eminescu"
Satu Mare, Romania
05-2014

Skills

  • Team Leadership & Growth
  • Customer Experience & Relationship Building
  • Process Optimization & Continuous Improvement
  • ITIL & Change Management
  • Knowledgebase Documentation
  • Productivity improvement
  • Agile methodologies
  • Cross-functional collaboration
  • User & Infrastructure support
  • Project management
  • Windows & Linux Systems Administration
  • Infrastructure Security & Compliance

Certification

Microsoft Certified: Azure Fundamentals

Certified ScrumMaster

Languages

English
Native or Bilingual
Romanian
Native or Bilingual
German
Limited Working

Timeline

Senior Consultant

Gallagher
07.2024 - Current

Sr. Infrastructure Engineer

Buck (acquired by Gallagher)
02.2021 - 07.2024

Scrum Master

Steelcase
03.2019 - 01.2021

Sr. Infrastructure Engineer

Steelcase
10.2016 - 01.2021

Service Desk Analyst

Steelcase
02.2016 - 10.2016

Service Desk Analyst

Endava
08.2015 - 12.2015

No Degree - Computer Science

Universitatea Babes-Bolyai

High School Diploma -

Colegiul National "Mihai Eminescu"

Bronze Medal (3rd place) - Information Technology Olympiad (National), Satu Mare, Romania 2014

The Information Technology Olympiad is a complex competition where hundreds of students demonstrate their skills in web development, programming and technology/computers. The test is divided into 3 tracks that must be completed in order to be scored: MS Office tools, Web development (creating a functional web page) and Computer/Networking systems and hardware. I placed 3rd in this competition on a national level, receiving the bronze medal. 

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