Andrew Ford

803-***-****

adlp8f@r.postjobfree.com

Columbia, SC 29201

Customer-oriented Program Manager with over 12 years of experience in IT strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communication, employee supervision and process improvements. Decisive leader ready to leverage background in program management to expand professional success. SKILLS

• Team Leadership (8y)

• Program Development and Mgmt (6y)

• Software Implementation (6y)

• Create/Update Learning Strategies (8y)

• Operation's Monitoring (6y

• Performance Monitoring (6y)

• System Analysis (6y)

• Security Monitoring (8y)

• LMS (5y)

• Develop Training Materials (7y)

• Office Management (2y)

• Administrative Assistant (4y)

• Project Management (5y)

• Budget Maintenance (2y)

• Reporting for Management (In House,

Other Agencies, Executive Level) (6y)

• Team Building (6y)

• Staff Management (7y)

• Incident Management (8y)

• Critical Incident Management (6y)

• Windows Servers (2y)

• Customer and Personnel Training (8y)

• Application Vulnerability Management (6y)

• Quality Management (7y)

• Procurement (SRM)) (10y)

• Professional Writing (13y)

• Logistics Operations (6y)

• HR Time/Leave Management. SAP (8y)

• Remote Desktop Support (8y)

• Email and Telephone Support (8y)

• Systems Analysis (6y)

• Basic Server Knowledge (6y)

• Windows Install and Troubleshoot (8y)

• Data Entry (12y)

• Zoom/MS Teams/Skype (2y)

• VOIP (8y)

• Avaya (8y)

• Project Management Assistance (6y)

• Help Desk Supervisor (6y)

• SAP (12y)

• ERP (12y)

• Agile Methodologies (1y)

• DNS (5y)

• Github (1y)

• Business Objects (BOBJ) (8y)

• Business Warehouse (BW) (8y)

• SolarWinds (8y)

• Active Directory (8y)

• Remote Work and Remote Software (2y)

• Recruiting New Employee's (6y)

• Hiring New Employee's (6y)

• Training New Employee's (7y)

• Presentations (In House and Across the State) (4y)

• IE, Chrome, Firefox, Safari, and Edge Technical Trouble Shooting. (10y)

• Printer Setup's (4y)

• Desktop Setup's (7y)

• Key Performance Indicators (KPIs) (6y)

• EPMS (6y)

• Splunk (1y)

• CA Admin (6y)

• ServiceNow Admin (5y)

• Duo (multi-factor) Admin (3y)

• Quest Admin (3y)

• ECC (12y)

• ESS/MSS (12y)

• Sharepoint (8y)

• SQL (1y)

• Office 365 (7y)

• MS Word, Excel, PowerPoint, Visio, Project

Manager (12y) PM (5y)

• Adobe Systems Adobe Acrobat (8y)

• System Monitoring (8y)

• AP/AR. SAP (8y)

• Worked With Other State Agencies On Projects (6y)

• Detail Oriented

• Organized

• Team Player

• Works Well With Limited Supervision

• Passionate About My Work

• Committed to Success

• Senior Leadership Support (6y)

• State Vendor Support (8y)

• Scheduling Meetings (4y)

• Human Resources Best Practices (6y)

• Human Resource Knowledge (8y)

• Customer Relationship Management (CRM) (8y)

• Time and Leave Administration (5y)

• Workflow Planning (6y)

• IT Best Practices (10y)

• Training and Development (7y)

EXPERIENCE

Program Manager

Columbia, SC

Department of Administration (SCEIS)/ Dec 2014 to Nov 2020

• Boosted performance and drove cost controls while achieving project and overall objectives to ensure customer satisfaction.

• Led design and implementation of program policies, frameworks and toolkits for comprehensive and well-controlled change management process.

• Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.

• Monitored and created reports showcasing program outcomes to communicate results with clients and stakeholders.

• Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.

• Mitigated learning hurdles and instructed help desk personnel in problem-solving, social skills and decision-making through implementation of Onenote learning aids and methods.

• Supervised the help desk personnel to ensure optimal productivity while training staff on best practices and protocol.

• Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.

• Improved cross-departmental cooperation and information communication processes by providing presentations to staff members and administration.

• Delivered detailed reports including clear spreadsheet data and other visuals.

• Managed all training in regards to staff development, change management and technical operations and controls.

• Assisted project managers in all aspects of each project, from initial building of a team through go-live and follow up support.

• Project Manager for the ServiceNow implementation at both the SCEIS and DTO help desks.

• ServiceNow, CA, DUO, Administrator and Analyst.

IT Services Specialist III

Columbia, SC

Department of Administration (SCEIS)/ Feb 2012 to Dec 2014

• Offered every client knowledgeable and supportive assistance to meet all needs and build loyalty.

• Used multiple resources and tools for evaluating and presenting solutions.

• Recorded and reported job-related activities, findings, discrepancies and decisions in CA and ServiceNow.

• Listened to clients' needs and assisted with identifying and securing appropriate services.

• Enhanced client satisfaction ratings by resolving difficult customer issues through completion.

• Adhered to guidelines and enabled compatibility through effective analysis and troubleshooting.

• Coached team on company policies, procedures, and best practices to enhance operational efficiency, employee productivity and subsequently decrease labor costs.

• Served as liaison between certain departments to implement new improvement plans and changes.

• Identified operational and performance issues and worked with managers to resolve concerns.

• Recommended process and systems improvements such as changes to password security operations. Office Manager

Columbia, SC

Budget and Control Board (SCEIS)/ Jun 2010 to Feb 2012

• Increased office organization by developing filing system and customer database protocols.

• Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.

• Developed and administered department budgets.

• Monitored office inventory to maintain adequate supply levels and order products.

• Proactively identified and solved complex problems that impact management and business direction

• Developed long-term budgets covering office supplies and equipment maintenance to meet organizational demand.

• Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.

• Greeted visitors promptly and directed to correct locations.

• Wrote professional business correspondence to maintain strong line of communications.

• Managed office inventory and placed new supply orders through SRM.

• Oversaw office inventory and timely reordering of supplies.

• Managed inventory and purchase of supplies for office operations and printer(s) maintenance.

• Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.

• Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.

• Supported office needs including taking messages, scanning documents and routing business correspondence.

• Maintained impeccable office organization to support efficiency, professionalism and performance objectives. Administrative Assistant

Columbia, SC

Budget and Control Board/ Mar 2008 to Feb 2012

• Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.

• Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.

• Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.

• Organized and maintained filing and document management systems by coordinating, archiving and purging files.

• Managed building access by supplying key cards to employees and visitors.

• Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.

• Tracked and submitted consultant timesheets to accounting department for payroll processing.

• Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.

• Maintained inventory in administrative building supply closet to prevent shortages of supplies.

• Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports. EDUCATION AND TRAINING

High School Diploma

Scituate High School Jun 2000

Scituate, MA

ACCOMPLISHMENTS

• Consistently maintained high customer satisfaction ratings.

• Promoted multiple times from Administrative Assistant to Office Manager to IT Services Specialist/It Consultant I then to Program Manager.

• Led team to achieve yearly improvements in call and email response wait time, resolution wait time and first call resolutions, earning recognition from upper management.

• Created highly effective new training program that significantly impacted efficiency and improved operations.

• Developed relationships with many other agencies that helped lines of communication open up. WEBSITES, PORTFOLIOS, PROFILES

• www.sceis.sc.gov

• www.linkedin.com/in/andrew-ford-865bb6203

CERTIFICATIONS

• Certified 10 years in SC State Government - 2018

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