Andrew Pottorff
Temecula,CA
Summary
IT Support Specialist with hands-on experience supporting fully remote teams, administering Microsoft 365, Google Workspace, Azure AD, Okta, and Intune, and resolving complex technical issues across Windows and macOS environments. Skilled in HIPAA-compliant system management, secure identity administration, and incident response. Strong background in ticket management, endpoint compliance, SaaS support, and customer-centric troubleshooting. Known for excellent communication, clear documentation, and the ability to work independently in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Helpdesk Technician
CDR Services
Vista, CA
01.2025 - Current
- Provide Tier 1–2 support for a fully remote workforce across Microsoft 365, Google Workspace, and SaaS platforms.
- Manage daily workload through ConnectWise, ensuring timely resolution and clear documentation.
- Administer user provisioning, deprovisioning, and access in Azure AD, Okta, and Microsoft 365.
- Support HIPAA-compliant systems, ensuring proper handling of PHI, secure authentication, and adherence to organizational privacy policies.
- Configure, deploy, and support laptops and peripherals; maintain asset tracking and device compliance through Intune.
- Troubleshoot Windows OS issues, with light support for macOS users.
- Manage MFA enrollment, password resets, and identity-related issues using Okta, Azure AD, and password managers (Keeper, Bitwarden).
- Assist with security incidents, including compromised accounts, phishing attempts, and access violations.
- Support collaboration tools including Zoom, Slack, and Asana, ensuring smooth remote operations.
- Contribute to internal documentation by writing knowledge base articles and onboarding guides.
- Identify recurring issues and recommend process improvements to reduce ticket volume and improve user experience.
Auto Damage Adjuster
GEICO
Temecula, CA
11.2015 - 01.2025
- Managed a high-volume caseload of 10-15 claims per day requiring detailed analysis, documentation, and customer communication.
- Developed strong investigative, analytical, and decision-making skills directly applicable to IT troubleshooting.
- Trained and mentored new adjusters, improving team performance and onboarding efficiency.
- Maintained strict compliance with regulatory and internal standards.
- Recognized for professionalism, accuracy, and customer-focused service.
Licensed Service Agent Mentor
GEICO
Temecula, CA
11.2013 - 12.2015
- Mentored new hires and improved onboarding processes to increase team performance.
- Analyzed customer feedback and operational metrics to identify process improvements.
- Resolved complex customer issues requiring cross-department collaboration and strong communication.
Licensed Service Agent
GEICO
Poway, CA
04.2012 - 11.2013
- Delivered high-quality customer support and identified opportunities to improve service workflows.
- Maintained detailed records and ensured compliance with company policies.
Customer Service Representative
Big 5 Sporting Goods
Vista, CA
08.2006 - 06.2012
- Provided customer service, trained new employees, and supported daily store operations.
Education
Bachelor of Science - Management Information Systems
California State University San Marcos
San Marcos, CA06-2012
Skills
- Microsoft 365 — Exchange, Teams, SharePoint, OneDrive
- Google Workspace — Admin console, user provisioning, app troubleshooting
- Identity & Access — Azure AD, Okta, MFA (Microsoft Authenticator, Okta Verify)
- Endpoint & Device Management — Intune, Windows OS, basic macOS support
- Security & Compliance — HIPAA environments, PHI handling, password managers (Keeper, Bitwarden, Okta), breach response
- Networking Fundamentals — DNS, DHCP, VPN, Wi-Fi troubleshooting
- Ticketing Systems — ConnectWise, workflow documentation
- SaaS Tools — Zoom, Slack, Asana, remote support platforms
- General IT — Hardware/software diagnostics, laptop configuration, asset tracking
- Soft Skills — Written communication, customer-first mindset, independent work, prioritization
Certification
Post Graduate Program In Business Analysis from Simplilearn in partnership with Purdue University
Timeline
IT Helpdesk Technician
CDR Services
01.2025 - Current
Auto Damage Adjuster
GEICO
11.2015 - 01.2025
Licensed Service Agent Mentor
GEICO
11.2013 - 12.2015
Licensed Service Agent
GEICO
04.2012 - 11.2013
Customer Service Representative
Big 5 Sporting Goods
08.2006 - 06.2012
Bachelor of Science - Management Information Systems
California State University San Marcos
Additional Strengths
- Experience supporting HIPAA-regulated environments and secure workflows
- Strong foundation in root-cause analysis, problem solving, and process optimization
- Proven ability to adapt quickly to new technologies and environments
- Experience supporting fully remote and hybrid workforces
- Demonstrated reliability, ownership, and commitment to continuous improvement