Technical Support/ Project Manager Professional
Resume:
Andrew Hollis
Milwaukee, WI
****.******@*****.***
http://www.linkedin.com/in/andrewhollis
Applied Technology Professional with a reputation for relentlessly persisting at tasks to completion. Client-facing experience leveraging systems to meet stakeholders strategies on time and in budget. What drives and excites me is the deployment & engagement of new technology-led customer experiences. Technical Support Analyst roles.
Implementation and optimization of enterprise technology Technical Support/ Help Desk experience
Project Priority Management and methodologies Short long term change management strategist
Incident reporting and resolving technical issues Executive Account management/Client retention
CRM/ MDM Systems support, All Mngmt & Admin Data Stewardship, Analyzing, Cleansing
Documentation of technical specs, processes, metrics Customer engagement & satisfaction specialist
Noted Systems/ Technology Professional Development;
Northwestern Mutual; World-wide leader in securing life long relationships for financial security.
Consultant; Enterprise Field Technology/Project Support Analyst; (2016) Engagement,
on-boarding, tracking and measuring field offices performance for Leadership’s objectives
and technology target metrics. Documented business processes and associated business rules.
Support CRM application, functionality, workflow and communicate value to field offices
Use internal iCRM and LeanKit to track and measure projects to/from the 200 remotes
Harley Davidson Motor Company; A multi-national that fulfills dreams of personal freedom
with exceptional corporate sustainability vision. Treating customer data as a corporate asset.
Consultant; Lead Data Steward/ Analyst (2015) Responsible for daily data analyzing,
Cleansing and mining for eventual system transfer. Increase data integrity. Operated under
the aftermarket PAC business unit with excess of 10,000 inventory components.
Daily Data Analysis, Cleansing, Data Governance of corporate platforms, UAT testing,
iDoc processing, Fix data errors at point of origin.
Executed reporting, potential customer leads, through interaction of Data Warehouse
Northwestern Mutual;
Consultant; MS Dynamics CRM Technical Analyst; (2014-2015) Roll out and implement
technical support of the new MS Dynamics CRM system and associated mobile device applications
and projects. Employ Knowledge/ Incident Base Management for over 85% first call resolution.
MS Dynamics/ system training hundreds of new users/ field offices (from Siebel TNC)
Troubleshooting roll out issues, Escalation, Incident ticketing, best practice consulting
to leverage use of CRM to increase sales and marketing efforts. Own it.
Manned the Call Center incoming support calls, proposals from over 100 field offices daily
Harley Davidson Motor Company;
Consultant; CRM Project Specialist; (2011- 2014) Operating under Go-To-Market group.
Integration and observations of best practices Customer Relationship Management enterprise
systems for leadership, user case studies, business/process stakeholders, fellow Business Analysts.
Involved in all aspects of transitioning 20M records from SAP to IBM InfoSphere MDM/CRM
Lead Data Steward/SME for Master Data (Customer) Management System
Created and conducted new systems training and reporting
Federal Bureau of the Census;
Manager of Technology Operations; (2008-2010) Safeguard logistical PII data security,
diagnostics and maintenance operations for CLASS 2 network infrastructure. Management of
security operations and all technical authentication policies, procedures and support. Load testing.
Use of Salesforce CRM for tracking, recruiting resources and optimization
Responsible and accountable for 1600 Data Collection Units, data security, integrity
Led team of 15 Help Desk & Support staff, training of field workforce of over 1800 users
Prior Additional Past Work Experiences of Mention;
Independent Agent, Account Executive; Sentext Solutions, Providing SMS/Text Message Marketing Services to enable merchant marketing campaigns. (Q3, Q4 2016)
New Business Development Associate; The Risk Factory, Ltd U.K, Information security governance, risk and compliance. (2006-2008)
Director, Automated Control Systems; System Brunner AG CH, Multinational process management technology firm. (2000-2005)
Senior Product Marketing Manager/Evangelist; Quad/Tech International, a Division of major global printer and media organization QUAD/Graphics. (1985-2000)
Education & Competencies;
Bachelors of Science Business Administration; mcl honors : Cardinal Stritch University; Milwaukee, WI.
Experience with technology/systems including, but not limited to, Microsoft Word, PowerPoint, Excel, ■ Visio ■ Adobe ■ SAP CRM ■ Remedy Incident Tracking, Knowledge Management ■ IBM InfoSphere CRM Enterprise ■ SAP Business Objects ■ Alterion ■ Business Intelligence/Data Manager Systems ■ Customer Brand Loyalty Program System (HOG) ■ HPQC ■ UAT ■ NPD, QFD CRD/PRD ■ VOC ■ Salesforce ■ Sales Dynamics Solutions-based system ■ Bomgar Remote ■ LeanKit (Kanban) ■ Microsoft Dynamics CRM
On-going life long e-curriculum coursework; Coursea; Excel dBase MicroSoft/Premier Point Solutions Sharepoint
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