Andrew Perkins
Aurora,CO
Summary
Enthusiastic and reliable professional takes pride in providing excellent customer service. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments.
Overview
15
15
years of professional experience
Work History
Service Desk Associate
UCHealth University of Colorado Hospital
06.2022 - 06.2026
- Managed incoming service requests, ensuring timely resolution and high customer satisfaction.
- Provided technical support for hardware and software issues across diverse user environments.
- Collaborated with IT teams to streamline incident response processes and enhance service delivery.
- Documented troubleshooting procedures, improving knowledge base for future reference and training purposes.
- Mentored junior associates, fostering a culture of continuous learning and efficient service practices.
- Trained staff on new technologies and systems, ensuring seamless adoption across the organization.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
IT Specialist
ADT
09.2012 - 05.2022
- Working with the development team & QA on trouble shooting ADT devices, deploying code to pre-production environments. Trouble shooting & assisting with technical issues on iOS, Android, Mac and Windows devices.
- Assisted my team with Citrix and the roll out of JAMF on MacOS work with other teams that were experiencing issues and/or have general questions.
- Coordinated with one other with TCOM(Telecom) and other internal departments to deploy WFH(work from home) software/hardware solutions, both temporary and permanent for over 600 people across our department.
- Coordinate with TCOM and IT on server upgrades for Phone servers to ensure calls are still answered and the server upgrade is functioning properly(routing calls correctly etc)
- Handle business requests for phone system changes/updates/roll outs and communicate what the business needs to IT and TCOM(New phone numbers, new phone skills, changes to phone systems etc)
- Report, track and provide data in software platforms to leadership on trends in call volume, non call work, and provide recommendations based on future modeling(Utilizing staffing models in Aspect to give staffing recommendations such as shift bids, and calculating FTE)
- Communicate and provide detailed information to IT and respective ADT vendors for outages with phone systems and other IT systems that ADT utilized.(Citrix, Aspect etc)
- Report and help achieve call center metrics, staffing, and attrition goals by presenting information to leadership in software platforms(Aspect) and giving recommendations on how to maintain and meet these specific goals.
- Assist peers on how to read/build/utilize the graphs and other data pertaining to call center performance data. Utilize other tools to root cause what ALL data shows to provide accurate feedback to the team member and management.
- Lead a team of 15+ direct reports to work calls and off the phone work
- Created and communicated best practices for outages and supported team members & the department during an outage to ensure the customer gets the proper instructions and information.
- Worked with my team and management to determine which call center metrics we wanted to be our team members to be held accountable on their monthly review. Ensuring that the metrics were inline to offer the best experience for the customer.
- I am the first person on my team to test updates that IT rolls out for our organization of Windows or Mac OS.
- Subject matter expert on my team for anything Windows or Mac related when the team is experiencing technical issues, and/or access issues
Store IT Support
Safeway
05.2011 - 08.2012
- Responsible for updating our UI to meet end user demand for our products
- Expert in the software that we utilized and supported management to deliver unique and real time updates.
- Processed a range of documentation and entered information into databases.
- Answered calls, responded to emails, and spoke with clients face-to-face.
Education
High School Diploma -
Arvada West
ArvadaSkills
- People management
- Customer Service
- Leadership
- Teamwork
- Lead by example
- Problem-Solving
- Networking
- Root cause analysis
- Jack of all Trades
Accomplishments
- Built a working ADT/Google Lab for our developers to test their code deployments in ADT pre-production environments. The lab consists of over 40 working panels and 90 Google devices connected to their respective Andriod/iOS software that the customer would use day to day.
- Coordinated with one other to move an entire call center (600+ people) from working in the office to Work From Home during the 2020 COVID Pandemic. Our call centers were spread across 4 different states and work had to be done remotely.
Interests
Build and clean/repair PCs for myself, friends and family Optimizing computer software(BIOS, Windows etc) to work efficiently with the hardware that is installed, Research and advise others on purchases of electronic devices, based on the need of the person, Hiking trails popular trails across Colorado Hiked trails in Arapaho & Roosevelt National Forest, Saint Mary's Glacier & Red Rocks Park/Amphitheatre
Timeline
Service Desk Associate
UCHealth University of Colorado Hospital
06.2022 - 06.2026
IT Specialist
ADT
09.2012 - 05.2022
Store IT Support
Safeway
05.2011 - 08.2012
High School Diploma -
Arvada West