Andrew Smith

Motivated and energetic IT professional with over six years of experience in researching and troubleshooting technical issues. Proven expertise in managing accounts in Active Directory, creating and maintaining security groups, and troubleshooting programs like MS Office, SAP applications, and other local and web applications. Possesses a strong understanding of computer hardware and infrastructure, including networking. Adaptable to different situations with the ability to quickly come up to speed and execute.

• Proposed a new solution on how gift cards were handled. The proposal included analyzed data, documented new processes, and estimated cost savings. The proposal was accepted by management. The proposed change saved 600 hours per month which equated to a cost savings of approximately $21,000 per month.
• Identified a performance gap with how callbacks were handled within the Technical Research Analyst Desk. Analyzed data, conducted interviews and documented new changes in the process, and proposed new performance enhancements.
• Member of the project team responsible for the creation of a new Technical Research Analyst Desk in Manila, Philippines. Responsible for training and mentoring new analysts and the new Technical Research Manager. Activities included conducting regular 1:1s, performance analytics, coaching, and support. Received company recognition for excellence in creating one of the most qualified teams coming out of the mentorship program.
• Created a new category system for support tickets to create new metrics and visualization to determine ticket flow and numbers to support the team.