Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Timeline
Generic

Andrew Viglietta

Pickerington

Summary

Dynamic IT professional with extensive experience at Advanced Drainage Systems, Inc., excelling in team management and technical support. Proven track record in achieving 100% SLA compliance while enhancing user training and documentation practices. Adept at vendor management and fostering strong relationships, driving operational efficiency and user satisfaction.

Overview

15
15
years of professional experience

Work History

Team Lead – Regional IT Support Engineer

Advanced Drainage Systems, Inc
05.2022 - 02.2025
  • Managed a team of five Regional Support Engineers covering the US and Canada.
  • Managed Third party Services Providers for production equipment repairs and maintenance such as Zebra Production Printers, HP Multifunction printers and mobile production equipment on the plant floor.
  • Coordinated System Maintenance for local sites within my region.
  • Provided technical support to users, addressing their questions and concerns. Heavy emphasis on Microsoft products such as Windows, Office365, Power Automate, Intune and other various Microsoft tools.
  • Shared operational knowledge, expertise, and lessons learned from local plant management with other IT staff.
  • Managed local technical projects, coordinating on site work, training meetings, and kick off meetings between local site management and the IT project manager.
  • Documented IT issues, solutions, and procedures as well as new processes for operating systems from workstation Operating Systems to Oracle ERP.
  • Managed our teams’ incident queue, request queue and reporting within ServiceNow, meeting 100% SLA for a 12 month continuous period.
  • Travelled to all manufacturing sites within my region within a 12-month period for consistent relationship building and business to IT communication.
  • Managed escalations to higher-level support when necessary.
  • Trained users on proper use of hardware, Microsoft software, new hardware and new system deployments.

Senior Desktop Engineer

Advanced Drainage Systems, Inc
05.2016 - 05.2022
  • Selected and tested workstation hardware for the various needs of departments throughout the company.
  • Tier 3 technical support for workstation hardware, Microsoft Office 365 suite of products, and Microsoft Intune enrolled devices.
  • Planned and deployed workstation software and operating system updates using both SCCM and Ivanti.
  • Managed third party Managed Print Services Providers (Konica and HP) as well as related tools for managing the hardware devices.
  • Packaged and tested workstation software deployments through SCCM and Ivanti.
  • Deployed New Group Policies as well as updated existing policies.
  • Tasked with researching and providing solutions to previous non-documented IT related issues.

IT Help Desk

Advanced Drainage Systems, Inc
04.2012 - 05.2016
  • Tier 1 and 2 diagnosis and resolution of a variety of IT issues, including hardware, Microsoft software, and network related problems.
  • Provided technical assistance to users via phone, email, or in-person, guiding them through problem-solving steps and escalating when appropriate.
  • Managed user accounts, including password resets, unlocking accounts, researching cause of account locks and granting Windows, Active Directory and Oracle ERP access.
  • Document issues, solutions, and user interactions in the ServiceNow ticketing and knowledge base system.
  • Identify and escalate complex or unresolved issues to higher-level IT support.
  • Assist in developing and maintaining documentation and knowledge base articles.
  • Provide training to users on basic IT skills and procedures.

Lead Generator Specialist

The Home Depot
09.2009 - 04.2012
  • Presented a professional appearance that supported and enhanced the customers’ image of Home Depot Home Services.
  • Maintained and utilized the various Kiosks / Displays / End Caps within the Home Depot to communicate the benefits of purchasing Home Depot Home Services.
  • Initiated communication with prospective customers during their shopping experience in the store.
  • Proactively greeted customers, engaged in informative / investigative conversation, qualify potential purchasers and schedule a sales appointment.
  • Built and maintained relationships with HD store associates to utilize their expanded customer reach for additional generation of leads.
  • Educated and built awareness about the Home Services program for Home Depot customers and store employees.
  • Consistently reached specified program KPIs and goals.
  • Attended required meetings and training courses.

Education

Bachelor of Science - Network Communication and Management

DeVry University
Columbus, OH
01.2012

Bachelor of Science - Consumer Affairs

The Ohio State University
Columbus, OH
01.2002

Skills

  • Team management
  • Technical support
  • Incident management
  • System maintenance
  • User training
  • ServiceNow administration
  • Vendor management
  • Documentation practices
  • Equipment maintenance
  • Microsoft Office 365
  • Communication skills
  • Problem solving
  • Relationship building
  • Work assignment delegation
  • Workplace safety
  • Employee evaluation
  • Employee training
  • Performance monitoring
  • Documentation and reporting
  • Project management
  • Time management

Affiliations

  • 8 consecutive years as a devoted youth soccer coach.
  • Avid home remodeler.
  • Jeep Enthusiast.

Timeline

Team Lead – Regional IT Support Engineer

Advanced Drainage Systems, Inc
05.2022 - 02.2025

Senior Desktop Engineer

Advanced Drainage Systems, Inc
05.2016 - 05.2022

IT Help Desk

Advanced Drainage Systems, Inc
04.2012 - 05.2016

Lead Generator Specialist

The Home Depot
09.2009 - 04.2012

Bachelor of Science - Network Communication and Management

DeVry University

Bachelor of Science - Consumer Affairs

The Ohio State University

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