Andrew Weiss
Glenside,PA
Summary
Dynamic and engaging team player with over 6 years of experience in technical support, customer service, and sales, consistently delivering high levels of customer satisfaction. Proven ability to resolve problems swiftly by leveraging extensive knowledge of computer systems, while continuously seeking opportunities for professional development through training and new experiences. Background includes 4 years as an Azure/Entra administrator, with significant contributions to chat service enhancements and chatbot automation. Currently driving project success at Graco through a partnership with Infosys, demonstrating adaptability and a commitment to excellence in every role.
Overview
15
15
years of professional experience
Work History
Technical Process Specialist
Infosys
Wayne, PA
12.2024 - Current
- Delivered timely first and second level support for project inquiries through phone, chat, and email channels.
- Managed customer interactions by providing comprehensive IT support and effectively resolving technical issues.
- Engaged with global IT professionals to establish and optimize a chat system, improving support efficiency for both customers and agents.
- Coordinated triage calls to address and resolve critical issues efficiently on both local and global scales.
- Conducted data analysis and collection to maintain adherence to established SLAs.
- Identified and rectified areas of misinformation, contributing to overall knowledge improvement.
- Engaged in weekly meetings and training programs to ensure up-to-date understanding of employee information and training protocols.
- Evaluated and ensured alignment with Infosys' standards and cultural expectations to maintain organizational integrity.
- Utilized various applications and systems to support daily operations, including Sams, IMU, PIP, MHS, IPOS, ServiceNow, MyIdentity, and Office. Helped team members navigate software tools effectively. Assisted in troubleshooting issues with applications as needed.
- Engaged with team members to identify solutions and deliver exceptional service to customers worldwide.
- Provided guidance and support to improve comprehension of system operations.
- Investigated detailed technical procedures to uncover inefficiencies and suggest actionable improvements.
- Developed and implemented process documentation to enhance operational consistency and knowledge sharing.
IT Support Specialist
IKEA
Plymouth Meeting, PA
02.2022 - 12.2024
- Facilitated IT support for IKEA employees through phone and chat ticketing systems.
- Maintained current knowledge of training protocols and employee information through active participation in weekly meetings and training sessions.
- Maintained adherence to IKEA standards and cultural values.
- Utilized various applications and systems to support daily operations, including Sams, IMU, PIP, MHS, IPOS, iDesk, and Cisco Office. Helped team members navigate software tools effectively. Assisted in troubleshooting technical issues as needed.
- Collaborated with coworkers to address challenges and enhance customer support on a global scale.
- Facilitated training sessions on system utilization and spearheaded innovative work methodologies.
- Managed advanced systems within Azure and Entra ID administration environments.
IT Support Analyst
Insight Global
Plymouth Meeting, PA
12.2019 - 02.2022
- Facilitated IT support for IKEA employees through phone and chat ticketing systems.
- Attended weekly meetings to ensure current knowledge of training and employee information.
- Maintained adherence to IKEA standards and cultural values.
- Leveraged proficiency in various applications and systems, including SAMS, IMU, PIP, MHS, IPOS, iDesk, Cisco, and Microsoft Office.
- Collaborated with coworkers to address challenges and enhance customer support on a global scale.
- Manager over 15 chats per day
Customer Support Specialist
Best Buy
Willow Grove, PA
05.2015 - 12.2019
- Engaged with clients through phone and in-person meetings to present diagnostic results and recommend measures for enhancing device security.
- Coordinated and disseminated timely information to clients and store precincts to support operational efficiency.
- Managed client interactions during check-in and check-out, ensuring satisfaction and effectively resolving sales floor inquiries.
- Engaged in comprehensive training and personal exploration of new technologies and products to effectively communicate features and benefits.
- Provided flexible support across checkout, store pickup, and customer service to enhance operational efficiency.
- Assisted customers by answering calls regarding sales processes and scheduling deliveries. Addressed post-sale inquiries and resolved problems and concerns. Processed system queues and alerts to ensure timely responses.
- Enhanced customer support by maintaining comprehensive knowledge of new technologies and Samsung products.
- Engaged with vendor partners and marketing teams to exchange insights on promotional performance and enhance sales practices.
- Delivered clear and concise technology insights to clients, fostering informed decision-making and satisfaction.
- Applied advanced selling skills to enhance customer engagement and drive revenue growth.
- Engaged retail customers by providing detailed demonstrations of Samsung products, ensuring informed purchasing decisions.
- Assisted customers throughout store by providing sales support and addressing inquiries. Supported Geek Squad team with technical assistance and troubleshooting. Managed inventory by organizing stock and ensuring product availability.
Assistant Customer Service Manager
Bottom Dollar Food - Delhaize America
Willow Grove, PA
10.2010 - 01.2015
- Addressed and managed customer issues to enhance satisfaction and loyalty.
- Managed employee schedules and ensured effective shift operations to support team performance.
- Executed shift responsibilities by leading opening and closing procedures while handling cash deposits and performing monetary reconciliations.
- Developed and executed training initiatives for new hires while introducing new procedures aimed at optimizing current employee workflows.
- Managed daily customer service operations, ensuring efficient issue resolution and support.
- Trained and mentored staff in best practices for customer engagement and problem-solving.
Education
Associate of Science - Computer Science
Montgomery County Community College
Blue Bell, PASkills
- Adaptable learner
- Experienced with Microsoft Office tools
- Proficient in building relationships and conveying information
- Calm in high-pressure situations
- Proficient in ITIL 4 framework
- Enthusiastic demeanor
- Microsoft Azure expertise
- Chatbot implementation
- Analytical creative solutions
- Global Communications
- AI analysis
- Effective team collaboration
- Strategic issue identification
- User experience enhancement
- Prioritization and scheduling
- Customer Support
- Data analytics
- Microsoft Entra identity management
- IT service desk
- Flexible problem-solving
- International collaboration
- Analytical reasoning
- Proficient in computer hardware
- Technical Demonstrations
- Sales strategy
- Human resources management
- Scheduling
- Effective leadership
- Workflow design
- Production planning
- Scheduling techniques
- Project management
- Root-cause analysis
Languages
English
Native or Bilingual
Interests
- Family
- Video games
- Anime
- Computers
- Pets
- Cohhilition
- Esports
- Sports
Timeline
Technical Process Specialist
Infosys
12.2024 - Current
IT Support Specialist
IKEA
02.2022 - 12.2024
IT Support Analyst
Insight Global
12.2019 - 02.2022
Customer Support Specialist
Best Buy
05.2015 - 12.2019
Assistant Customer Service Manager
Bottom Dollar Food - Delhaize America
10.2010 - 01.2015
Associate of Science - Computer Science
Montgomery County Community College