Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Andrew O'Leary

Peoria,AZ

Summary

I have been working in the retail technology environment for over 20 years. I have vast technical knowledge along with years of team and project management and leadership. I enjoy a challenge and strive to learn something new each and everyday. I am very customer focused and driven to provide world class service and support. Technology is ever changing and growing and I adapt that same attitude to constantly evolve in my career.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Network Voice VoIP Engineer (Support Lead)

Albertsons
01.2012 - Current
  • Accurately document tickets using ServiceNow
  • Communicate efficiently with customers and fellow team members
  • Troubleshoot issues simple and complex through to resolution
  • Document solutions and provided to 1st level support
  • Fast pasted, deadline based work environment
  • Continuously looking for cost saving opportunities
  • Assist in creating automation and APIs to reduce workload
  • Regularly look into the VoIP environment for more efficient ways of utilization
  • Train members of team to ensure everyone has the proper skill base
  • Actively participate in design/review discussions for backstage, retail and call center
  • Diagnose and correct Network and QoS issues within the VoIP environment
  • Program all aspects of VoIP including phones, voicemail boxes, hunt/call pickup groups, scripts, routes, ICM, IVR/CVP, and advanced features
  • Create/review and assist with changes within the VoIP environment
  • Troubleshot complex multi-vendor network service provider issues.
  • Assisted with implementation and support of network monitoring tools.
  • Collaborated with vendors to identify best options for optimizing network performance.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.
  • Performed troubleshooting for Juniper, Cisco, and packet analysis.
  • Configured and troubleshot VoIP and multi-media distributed systems and platforms.
  • Applied tier-isolation best practices to support multi-tier architectures.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Managed, tracked, and coordinated problem resolution and escalation processes.

I.T Service Desk Shift Management

Safeway
01.2010 - 01.2012
  • Accurately document tickets using Remedy
  • Communicate powerfully with customer to ensure their issues are handled properly
  • Manage time and control personal metrics to maintain a high quality of service
  • Assist in training new hires to help acclimate them into the service desk environment
  • Work closely with me members of management to assist customers and high profile issues
  • Strong communication skills with stores and other colleagues
  • Assist managers with projects
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
  • Implemented and enforced safety policies and procedures, confirming compliance with regulations.
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Developed department processes and procedures to boost customer satisfaction.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Analyzed service reports to identify areas of improvement.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.

Field Technician III

01.2006 - 01.2010
  • Accurately troubleshoot any issues with equipment and software
  • Repair equipment in the field and at the depot
  • Correctly fill out Maximo reports to maintain correct inventory
  • Keep a clean and organized van for easy use
  • Work well in pressure situations to return a store back to an operational level
  • Budget time to effectively to service calls and keep a high SLA level
  • Actively participate in group meetings and any issues that arise
  • Knowledgeable on all varieties of calls
  • Have a flexible and adjustable work schedule to accommodate stores to resolve high priority calls
  • Keep a good working relationship with members of management in the stores
  • Communicate well with other team members and stores.

Field Technician I

01.2005 - 01.2006
  • Installed new equipment
  • Piloted roll outs
  • Maintained equipment
  • Accurately budgeted travel expenses
  • Participated in roll out in and outside of the Denver Division
  • Volunteered on Backstage projects
  • Helped in the field with service calls
  • Knowledge of van and warehouse inventory
  • Piloted Jamba Juice install
  • Participated in store Grand and Re-Grand openings
  • Work experience

Education

Emphasis in Computer Information Systems - Computer And Information Systems Security

Maricopa Community College System Office
Tempe, AZ
2017

Cisco Meraki CMNO Certification (Cisco Meraki Network Operator) -

Rio Salado Community College
2014

Computer And Information Sciences

Arapahoe Community College
2011

High School Diploma - undefined

Elizabeth High School
2001

Skills

  • Network Security
  • Video Conferencing
  • Information Processing
  • Database Maintenance
  • IP Services
  • Switching Protocols
  • Strong Troubleshooting Skills
  • Network Troubleshooting
  • Telecommunications Systems
  • Engineering and Technology
  • Technical Support
  • Change Management
  • Documentation Writing
  • Root Cause Analysis
  • Hardware and Software Configuration
  • Performance Tracking and Evaluations
  • Maintenance and Repair Management
  • Time Management

Certification

Cisco Meraki CMNO

Timeline

Network Voice VoIP Engineer (Support Lead)

Albertsons
01.2012 - Current

I.T Service Desk Shift Management

Safeway
01.2010 - 01.2012

Field Technician III

01.2006 - 01.2010

Field Technician I

01.2005 - 01.2006

Emphasis in Computer Information Systems - Computer And Information Systems Security

Maricopa Community College System Office

Cisco Meraki CMNO Certification (Cisco Meraki Network Operator) -

Rio Salado Community College

Computer And Information Sciences

Arapahoe Community College

High School Diploma - undefined

Elizabeth High School

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Andrew O'Leary