Andrew West

Newmarket NH *****

617-***-****

abmd9s@r.postjobfree.com

EXPERIENCE:

Measured Progress (Dover, NH) --

Nov. ’11 – October ‘14

Technical Product Support Engineer II

• Address issues and facilitate resolutions with end users, developers, QA teams, and product managers.

• Administer, configure, and trouble shoot proprietary testing applications.

• Writing and editing training materials, internal technical support documentation, and knowledge base /wiki articles.

• Technical experience with majority of Measured Progress’ software applications – new builds and legacy apps

• 100 % phone based and email related technical support with end user satisfaction being a priority.

• Proficient with internal ticket and reporting systems

College Student (Full Time)

September 2010 – December 2011

Great Bay Community College Portsmouth, NH (Graduated)

Dove Help Desk (Remote Technology Support and Customer Service) – July ’08 – July ’10

Help Desk Technician (Level II and III)

• Server 2003 and 2008

• Virus/Malware removal

• Outlook/Exchange configuration

• VPN Support

• Network troubleshooting

• Working with customers to support a wide array of platforms and applications

• This position is 100% phone support

• Exchange Support

• Active Directory account creation and management

• Wireless troubleshooting and configuration

New Balance (Lawrence Ma.) – Jan. ‘08 to March ‘08 CONTRACT

Information Technology Support II

• 80/20 Phone Support/Desk Side Tier 1+2

• Corporate IT Environment (Design/Manufacturing/Executives)

• Opening and tracking tickets in Unicenter Service Desk

Configuration and Deployment of Lotus Notes 7x

• Same Time configuration

• Deploying new hire systems

• Resolving IT issues in fast paced corporate environment

Brandeis University (Waltham Ma.) – June ’07 – Jan. ’08 CONTRACT

Information Technology Services

Tech Support for Faculty and Staff (Tier 1 + 2)

• Support / Configuration for all University approved software / applications.

• Logging all calls in Ticket tracking system (RT)

• VPN access and troubleshooting

• Configuration/Administration of secure wireless WPA/WPA2 network on laptops

• Print Server Systems Administrator

• Supporting Mac OS 10x

• Supporting Microsoft Vista

• Part of team involved in Summer Rollouts and Redeployment of existing machines

Harvard Business School (Boston Ma.) – April ’06 to Feb. ’07 CONTRACT

Technical Support Services (TIER 1 and 2)

• Supporting Harvard Professors’ Laptops/Desktops/PDA’s

• Fielding phone calls and logging them in HEAT (Front Range Solutions)

• Resetting passwords and accounts as needed

• Supporting POP and IMAP configuration of Outlook.

• Researching and answering user based questions as needed.

• 90% phone support 10% Field Service.

• Fielding OS Support Questions

American Healthways (Westborough Ma.) - July’05 to Oct. ’05 CONTRACT

Helpdesk Analyst

• Provide Tier 1 and 2 phone support to Nurses and Doctors in the field

• Most systems were XP OS

• Support Blue Ridge VPN and Proprietary system “CareLink”

• Log every call with TrackIt ticket tracking system

• Troubleshoot Nortel Voice Over IP Remote Office 9115 and Contivity 1050 Router

• 20% of calls were MS office Suite related

Decision One/ SUN MICROSYSTEMS (Billerica Ma.) – Jun ’02 to Jun ‘04

SUN Certified Field Engineer

• Respond to service calls at Bio-Tech firms, defense contractors, and financial institutions

• Resolve hardware and software issues on corporate wide systems

• Provided laptop and hardware support as needed

• Certified with UltraSparc Server hardware

• On call rotation providing 24x7 coverage for Platinum SLA accounts

EDUCATION:

Graduated Matignon High School Cambridge, Ma. 1997

A.A. Liberal Arts Great Bay College (Portsmouth, NH)

B.S. Healthcare Management Southern New Hampshire University -2015

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