Andre Tillery
Charlotte,US
Summary
To obtain a challenging position that allows me to utilize my current skills to assist in advancing a business that offers a stable employment opportunity.
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT, Manager
Charter Communications, Spectrum
03.2016 - 07.2025
- Supervised Corporate IT infrastructure and connectivity.
- Directed and managed all IT operations, including incident management, IT processes, and surveillance, for large-scale technology company.
- Managed team of 10 employees at Charlotte and St. Louis locations.
- Assisted in metrics and development reporting frameworks for MTTR, MTTN, and key performance indicators to enhance operational efficiency.
- Operational management of all incidents and outages
- Liaison between technical/engineering roles and Executive Ranks.
- Managed efforts to analyze root causes and improve systems.
- Interacted with contractors to secure products and services.
- Guided organizational technology strategy and roadmaps.
- Coordinated technical training and personal development classes for staff members
- Determined and recommended methods to address improvement opportunities.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
IT, Manager
Charter Communications, Spectrum
03.2016 - 07.2025
- Supervised Corporate IT infrastructure and connectivity.
- Directed and managed all IT operations, including incident management, IT processes, and surveillance, for large-scale technology company.
- Managed team of 10 employees at Charlotte and St. Louis locations.
- Assisted in metrics and development reporting frameworks for MTTR, MTTN, and key performance indicators to enhance operational efficiency.
- Operational management of all incidents and outages
- Liaison between technical/engineering roles and Executive Ranks.
- Managed efforts to analyze root causes and improve systems.
- Interacted with contractors to secure products and services.
- Guided organizational technology strategy and roadmaps.
- Coordinated technical training and personal development classes for staff members
- Determined and recommended methods to address improvement opportunities.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Signature Home Personal Solutions Advisor Lead
Time Warner Cable
01.2014 - 01.2015
- Performed all the essential duties and responsibilities of a Customer Service Representative
- Assisted Customer Care Professional answering questions and/or providing coaching to ensure specialists understand troubleshooting of all products and services and has strong knowledge of policies and procedures
- Worked with Supervisors to ensure Team and Signature Home Professional development
- Assisted in handling escalated problem-solving issues and difficult customer calls while working with the management team
- Assisted in identifying call driver activity and real time agent efficiencies
- Assisted in building team environment
- Coordinated Daily Signature Home projects as assigned including but not limited to: Client call back, calendar(s), eChat for the East and Midwest Region, IssueTrak tickets and other duties as assigned
- Developed basic care troubleshooting flowcharts for high speed data and digital phone
- Mentored, trained and coached agents in the Signature Home Helping Hand Program
Signature Home Personal Solutions Advisor Lead
Time Warner Cable
01.2014 - 01.2015
- Performed all the essential duties and responsibilities of a Customer Service Representative
- Assisted Customer Care Professional answering questions and/or providing coaching to ensure specialists understand troubleshooting of all products and services and has strong knowledge of policies and procedures
- Worked with Supervisors to ensure Team and Signature Home Professional development
- Assisted in handling escalated problem-solving issues and difficult customer calls while working with the management team
- Assisted in identifying call driver activity and real time agent efficiencies
- Assisted in building team environment
- Coordinated Daily Signature Home projects as assigned including but not limited to: Client call back, calendar(s), eChat for the East and Midwest Region, IssueTrak tickets and other duties as assigned
- Developed basic care troubleshooting flowcharts for high speed data and digital phone
- Mentored, trained and coached agents in the Signature Home Helping Hand Program
Personal Solutions Advisor
Time Warner Cable
01.2013 - 01.2014
- Troubleshoot and support home networking and router/firewall devices.
- Provide technical phone support for high speed data and video services, diagnosis and resolution of software/hardware problems including wireless networking.
- Handled all levels of product troubleshooting.
- Identify, track and communicate service related issues.
- Performed OS and network level troubleshooting with Windows and Macintosh systems.
- Handled full service for billing related questions, issues and concerns ranging from general questions, payment schedules, payment transactions, statement review with clients, computing payments for delinquent accounts and researching for billing issues on services.
- Demonstrated accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency.
- Acted as a liaison between all departments to coordinate and resolve escalations.
- Maintained a focus on sales culture by up-selling products and services to existing clients and making client retention a priority.
- Assisted Customer Care Professionals answering questions and/or providing coaching to ensure specialists understand troubleshooting, all products and services, and had strong knowledge of policies and procedures.
- Assisted in building team environment.
- Log all calls, schedule necessary appointments, and document the outcome.
- Coordinate and direct requests to appropriate technical personnel when unable to resolve.
Personal Solutions Advisor
Time Warner Cable
01.2013 - 01.2014
- Troubleshoot and support home networking and router/firewall devices.
- Provide technical phone support for high speed data and video services, diagnosis and resolution of software/hardware problems including wireless networking.
- Handled all levels of product troubleshooting.
- Identify, track and communicate service related issues.
- Performed OS and network level troubleshooting with Windows and Macintosh systems.
- Handled full service for billing related questions, issues and concerns ranging from general questions, payment schedules, payment transactions, statement review with clients, computing payments for delinquent accounts and researching for billing issues on services.
- Demonstrated accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency.
- Acted as a liaison between all departments to coordinate and resolve escalations.
- Maintained a focus on sales culture by up-selling products and services to existing clients and making client retention a priority.
- Assisted Customer Care Professionals answering questions and/or providing coaching to ensure specialists understand troubleshooting, all products and services, and had strong knowledge of policies and procedures.
- Assisted in building team environment.
- Log all calls, schedule necessary appointments, and document the outcome.
- Coordinate and direct requests to appropriate technical personnel when unable to resolve.
Advanced Technical Support
Time Warner Cable
01.2012 - 01.2013
- Troubleshoot and supported home networking and router/firewall devices by troubleshooting.
- Provided technical phone support for high speed data and video services, diagnosis and resolution of software/hardware problems including wireless networking.
- Handle all levels of product troubleshooting.
- Identified, tracked and communicated service related issues.
- Performed OS and network level troubleshooting with Windows and Macintosh systems.
- Supported field personnel with enabling and servicing HSD and Digital Phone products.
- Ensured a superior level of customer service was provided at all times.
- Logged all calls, scheduled necessary appointments, and documented the outcome.
- Coordinated and directed requests to appropriate requests to technical personnel when unable to resolve.
- Assessed customer needs and offer products that would enhance the customer experience.
Advanced Technical Support
Time Warner Cable
01.2012 - 01.2013
- Troubleshoot and supported home networking and router/firewall devices by troubleshooting.
- Provided technical phone support for high speed data and video services, diagnosis and resolution of software/hardware problems including wireless networking.
- Handle all levels of product troubleshooting.
- Identified, tracked and communicated service related issues.
- Performed OS and network level troubleshooting with Windows and Macintosh systems.
- Supported field personnel with enabling and servicing HSD and Digital Phone products.
- Ensured a superior level of customer service was provided at all times.
- Logged all calls, scheduled necessary appointments, and documented the outcome.
- Coordinated and directed requests to appropriate requests to technical personnel when unable to resolve.
- Assessed customer needs and offer products that would enhance the customer experience.
Level 1 Help Desk Technician
Dollar Tree Corporate
01.2012 - 12.2012
- Maintained working knowledge of the store network systems, components, and the associated equipment that affect the operation of the store.
- Developed and maintained working knowledge of store applications to determine proper course of action for problem resolution.
- Performed hardware and software troubleshooting in accordance with documented requirements and departmental standards.
- Used knowledge and logic to determine when equipment required service and dispatch appropriate resources for resolution.
- Directed onsite technicians during maintenance and repair of equipment, including hardware and software solutions.
- Decided when escalation is required, escalated when appropriately, and followed-up on all open tickets, until resolution was achieved.
- Provided accurate call documentation detailing specific accounts of all problems reported, symptoms identified, questions asked, and troubleshooting performed.
- Provided fast, friendly customer service to all callers.
Level 1 Help Desk Technician
Dollar Tree Corporate
01.2012 - 12.2012
- Maintained working knowledge of the store network systems, components, and the associated equipment that affect the operation of the store.
- Developed and maintained working knowledge of store applications to determine proper course of action for problem resolution.
- Performed hardware and software troubleshooting in accordance with documented requirements and departmental standards.
- Used knowledge and logic to determine when equipment required service and dispatch appropriate resources for resolution.
- Directed onsite technicians during maintenance and repair of equipment, including hardware and software solutions.
- Decided when escalation is required, escalated when appropriately, and followed-up on all open tickets, until resolution was achieved.
- Provided accurate call documentation detailing specific accounts of all problems reported, symptoms identified, questions asked, and troubleshooting performed.
- Provided fast, friendly customer service to all callers.
Help Desk Technician
Aerotek
01.2011 - 01.2012
- Responded to inquiries logged into a database requesting assistance.
- Installed software onto computers.
- Troubleshot network and printer issues.
Help Desk Technician
Aerotek
01.2011 - 01.2012
- Responded to inquiries logged into a database requesting assistance.
- Installed software onto computers.
- Troubleshot network and printer issues.
Senior Information Systems Technician
US Army
01.1999 - 12.2011
- Performed input/output data control and bulk data storage operations.
- Transferred data between information processing equipment and systems.
- Drafted associated technical documentation for program reference and maintenance purposes.
- Installed software/hardware components in a field environment.
- Troubleshot data, connectivity, and computer problems.
- Created and deployed images for systems throughout the windows environment.
- Provided mobile equipment/desktop support to users.
- Configured and maintained network printers.
- Configured, managed and troubleshoot VoIP phones and network printers.
- Troubleshot wireless devices (CAISI).
- Performed Systems Administration duties.
- Performed input/output data control and bulk data storage operations.
- Transferred data between information processing equipment and systems.
- Installed, operated, PMCS and unit level maintenance on COMSEC devices.
- Drafted associated technical documentation for program reference and maintenance purposes.
- Created and deployed images for systems throughout the windows environment.
- Provided mobile equipment/desktop support to users.
- Provided Microsoft Exchange maintenance (create, move, add, change).
- Performed Microsoft Exchange server administrator duties.
- Created network maps for the supported networks.
- Served as information Assurance Manager and trained new and seasoned automators.
- Supervised the operation and maintenance of computers, network printers, and file servers.
- Installed, operated, and performed until maintenance on multi-functional/multi-user information processing systems and peripheral equipment and auxiliary devices.
Senior Information Systems Technician
US Army
01.1999 - 12.2011
- Performed input/output data control and bulk data storage operations.
- Transferred data between information processing equipment and systems.
- Drafted associated technical documentation for program reference and maintenance purposes.
- Installed software/hardware components in a field environment.
- Troubleshot data, connectivity, and computer problems.
- Created and deployed images for systems throughout the windows environment.
- Provided mobile equipment/desktop support to users.
- Configured and maintained network printers.
- Configured, managed and troubleshoot VoIP phones and network printers.
- Troubleshot wireless devices (CAISI).
- Performed Systems Administration duties.
- Performed input/output data control and bulk data storage operations.
- Transferred data between information processing equipment and systems.
- Installed, operated, PMCS and unit level maintenance on COMSEC devices.
- Drafted associated technical documentation for program reference and maintenance purposes.
- Created and deployed images for systems throughout the windows environment.
- Provided mobile equipment/desktop support to users.
- Provided Microsoft Exchange maintenance (create, move, add, change).
- Performed Microsoft Exchange server administrator duties.
- Created network maps for the supported networks.
- Served as information Assurance Manager and trained new and seasoned automators.
- Supervised the operation and maintenance of computers, network printers, and file servers.
- Installed, operated, and performed until maintenance on multi-functional/multi-user information processing systems and peripheral equipment and auxiliary devices.
Education
Associates Degree - Network Security
ITT
Charlotte, NCSkills
- IT asset management
- Network administration
- Technical troubleshooting
- Team development
- Team collaboration
- IT compliance
- IT infrastructure
- Disaster recovery
- Change management
- Business analysis
- Operating system management
- Information security
- ITIL framework
- Quality assurance
- Documentation management
- IT risk management
- Mobile technologies
- Documentation and reporting
- Information confidentiality
- Risk mitigation planning
- BYOD program administration
- Technical leadership
- Technical onboarding design
- Technical support oversight
- Technical support scheduling
- IT service management
- Problem-solving
- Multitasking
- User support
- Teamwork and collaboration
- Project coordination
- Project leadership
- Analytical thinking
- Department management
- Relationship building
- Staff hiring
- Budget control
- Requirements analysis
- Excellent communication
- Scope definition
- Organizational skills
- Interpersonal communication
- Operational reporting
- Decision-making
- Written communication
- Multitasking Abilities
- Team building
- Teamwork
- Time management
- Problem-solving abilities
- Reliability
- Active listening
- Effective communication
- Adaptability and flexibility
- Self motivation
- Interpersonal skills
- Professionalism
- Strategic planning
- Technical support
- Performance metrics
Resume Profile
To obtain a challenging position that allows me to utilize my current skills to assist in advancing a business that offers a stable employment opportunity.
Certification
ITIL Level 1
Timeline
IT, Manager
Charter Communications, Spectrum
03.2016 - 07.2025
IT, Manager
Charter Communications, Spectrum
03.2016 - 07.2025
Signature Home Personal Solutions Advisor Lead
Time Warner Cable
01.2014 - 01.2015
Signature Home Personal Solutions Advisor Lead
Time Warner Cable
01.2014 - 01.2015
Personal Solutions Advisor
Time Warner Cable
01.2013 - 01.2014
Personal Solutions Advisor
Time Warner Cable
01.2013 - 01.2014
Advanced Technical Support
Time Warner Cable
01.2012 - 01.2013
Advanced Technical Support
Time Warner Cable
01.2012 - 01.2013
Level 1 Help Desk Technician
Dollar Tree Corporate
01.2012 - 12.2012
Level 1 Help Desk Technician
Dollar Tree Corporate
01.2012 - 12.2012
Help Desk Technician
Aerotek
01.2011 - 01.2012
Help Desk Technician
Aerotek
01.2011 - 01.2012
Senior Information Systems Technician
US Army
01.1999 - 12.2011
Senior Information Systems Technician
US Army
01.1999 - 12.2011
Associates Degree - Network Security
ITT
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