Technical Architect

AUG **, **** • *** RYAN DR, RICHMOND, US, ***** • ******.*****.*****@*****.*** • 859-***-****

ANDREW IRWIN

Technical Architect

PROFESSIONAL SUMMARY

Technical Architect with 27 years of extensive experience in IT, excelling in cloud platform architecture and application development. Demonstrates expertise in Lean Six Sigma, ServiceNow, ITSM, and ITIL, with a proven track record of driving technological advancements and fostering inclusive environments. Passionate about leveraging cutting-edge solutions to enhance business operations and secure critical systems.

EMPLOYMENT HISTORY

ALLIANCE INSIGHTS AND MGMT., SR. MANAGERDec 2022 - Jul 2024

Accenture - EIS/EP&SCincinnati, OH

Development and O&M related to core Accenture business team needs.

• Transitioned from a custom-built Resale quoting application in ServiceNow, to an Enterprise solution in MMS/Salesforce.

• Our ServiceDesk would become essential in supporting many of the new processes, and in helping to provide support for some of the Resale activities.

• Was responsible for Security hardening our Instance stack, and responding to any security concerns that were identified.

• SQ Certified, Mental Health Allie, TQ Ambassador, Security Elite Advocate, EIS Technology Lead, EIS Learning Lead, Delivery Lead trained, Social Innovators Leadership Masterclass, EP&S Mentor & Mentoring support. Spearheaded security hardening of Instance stack, proactively addressing vulnerabilities and ensuring robust protection of critical systems.

Cultivated inclusive workplace as Mental Health Ally and TQ Ambassador, fostering supportive environment and promoting diversity initiatives.

Drove technological advancement as EIS Technology Lead, implementing cutting-edge solutions and guiding team through digital transformation.

Mentored colleagues as EP&S Mentor, facilitating professional growth and knowledge sharing across the organization.

Led transition from custom-built Resale quoting app to Enterprise solution, enhancing efficiency and scalability for core business needs.

Strengthened Instance stack security, proactively addressing vulnerabilities and ensuring robust protection of critical systems.

CLOUD PLATFORM ARCHITECT, MANAGERDec 2017 - Nov 2022

Accenture - EcosystemsCincinnati, OH

Oversee application architecture and deployment in cloud platform environments.

• Created a team of Sr & Jr developers who would create custom applications based on business needs.

• Applications such as Apix, Partner Master, DaaS, Leads, Practitioner Portal, were created to support the business.

• All development pushed the boundaries of what could be done.

• Custom hot fixes for platform issues.

• Managed a ServiceNow domain separated instance stack.

• 100 million in revenue per year utilized the new quoting application.

• Team and I achieved Salesforce Milestone Training.Built and mentored a diverse team of senior and junior developers, fostering innovation to create boundary-pushing applications like Apix, Partner Master, and DaaS.

Architected and implemented cutting-edge cloud solutions, including a transformative quoting application, significantly impacting business operations and revenue streams.

Leveraged deep technical expertise to analyze and optimize cloud infrastructure, ensuring seamless integration of custom applications and achieving Salesforce Milestone Training.

Spearheaded cloud architecture, leading a diverse dev team to create groundbreaking apps like Apix and DaaS, driving business growth and efficiency.

Engineered a transformative quoting application, revolutionizing business operations and contributing to substantial annual revenue generation.

Optimized cloud infrastructure, ensuring seamless integration of custom applications and resolving complex platform issues with targeted solutions.

CLOUD PLATFORM ARCHITECT, LEAD ASSOCNov 2016 - Nov 2017

Accenture - ServiceNow Cloud First TeamCincinnati, OH

Created an entire global quoting application that supported the full lifecycle for resale quotes.

• ServiceNow would later take our quoting design and build a platform application based on it.

• Hardened our Instance stack in accordance with the Accenture and ServiceNow best practices.

• Team and I managed all aspects of the instance and the functional business requirements.

• Implemented Accenture single sign-on within stack.

• Worked as a Senior consultant to several clients, and helped them implement everything from Password Reset to HR.Enhanced instance security by implementing Accenture and ServiceNow best practices. Managed instance and business requirements comprehensively.

Led integration of Accenture single sign-on within stack, improving user experience and security across the platform.

Provided expert consultation to diverse clients, implementing solutions from Password Reset to HR, driving operational efficiency.

Pioneered innovative approaches in cloud architecture, significantly impacting client operations and setting new industry standards.

SR. CONSULTANT / SPECIALISTFeb 2013 - Nov 2016

Triad / KPMGWashington, VA

Federal & State Technical Engagement Resource Core Setup of many, and configuration (LDAP, SSO, and Instance preferences).

• Managed a self-hosted.

• Provided proof of value, and MVPs for clients as prototype.

• Creation of differences (Fuji to Geneva, and Geneva to Helsinki).

• Lead the team with most certifications and accreditations.Led core setup and configuration of federal & state technical engagement resources, implementing LDAP, SSO, and instance preferences for diverse clients.

APPLICATION LEADOct 2007 - Feb 2014

Lockheed MartinLexington, KY

Team-lead for an application support team.

• POC in migrations between our dev / test, and production.

• Regular member of the CAB, as a reviewer, and as a participant.

• Introduced the Service Desk to everything beyond Incident Management.

• Created 2 different Change Management applications for the 2 different teams (IT, and IA).

• Worked as a local admin supporting all the hardware and software used by all the enterprise staff.

• Created and maintained several of the desktop images used by various engineering departments.

• Implemented ServiceNow & SSO.

• Security + Certified, Network + Certified, A+ Certified, Kizan Green Belt.Spearheaded ServiceNow & SSO implementation, revolutionizing IT processes and enhancing security measures across the organization.

Led application support team, driving efficiency in dev/test and production migrations while serving as a key member of the Change Advisory Board.

Bridged gap between Service Desk and advanced IT functions, fostering a culture of continuous improvement and knowledge sharing.

Developed and maintained multiple desktop images for engineering departments, ensuring optimal performance and compatibility.

Pioneered custom Change Management applications for IT and IA teams, streamlining processes and boosting operational effectiveness.

HR TRAINING SPECIALIST IIIMay 2007

MCI / WorldCom / EDSWinchester, KY

Trainer who was involved in several technical projects. Supported clients ranging from General Motors, Nextel, HP, and Microsoft.

• Trained New Hire classes for the various clients; these classes would vary from 2 weeks to 9 weeks based on what the need was.

• During this time, I spent 9 months transitioning several HP accounts to Canada.

• As a technical trainer I was responsible for training operating systems from Windows 95 - Server 2008 R2, Linux, & Mac Network fundamental and Server 2003 /2008.

• Service Center Certified, HP Certified, GM Certified, Nextel Sprint Certified.

• Trained over 2,000 employees per year.Led technical training initiatives, upskilling 2,000+ employees annually across diverse client accounts, enhancing operational efficiency and client satisfaction.

Spearheaded 9-month project transitioning HP accounts to Canada, implementing novel training methodologies for seamless knowledge transfer.

Mastered and instructed multiple OS platforms including Windows, Linux, and Mac, ensuring comprehensive technical proficiency across varied systems.

Attained multiple industry certifications, solidifying expertise in Service Center, HP, GM, and Nextel Sprint technologies and processes.

Customized training programs for major clients like General Motors and Microsoft, aligning curriculum with specific organizational needs.

SUPERVISOR IIIMar 1997 - Apr 2002

MCI / WorldCom / EDSWinchester, KY

Managed various BPO teams ranging from Readers Digest to HP.

• Was responsible for teams as large as 50 employees where we would have to monitor, coach, and develop each of the employees.

• POC for customer escalations, and Level 3 or 4 support calls to resolve user issues.

• Made some of 1st interactive BPO technical troubleshooting tools (fish bone diagrams).

• Microsoft Support Certified, Microsoft Office Certified, Apple Certified support.Led diverse BPO teams, managing up to 50 employees. Resolved high-level customer issues and developed innovative troubleshooting tools, enhancing efficiency.

Pioneered interactive BPO technical troubleshooting tools, streamlining problem-solving processes and improving team productivity.

Analyzed team performance, implemented targeted coaching strategies, and optimized support processes, resulting in improved customer satisfaction.

Mentored and developed team members, fostering a culture of continuous learning and professional growth while maintaining high-quality customer support.

Maintained multiple technical certifications, ensuring expert-level support across Microsoft and Apple platforms for diverse client needs.

EDUCATION

SECURITYMar 2009 - May 2009

Kentucky Community and Technical College SystemLexington-Fayette

This was a course provided by the federal contract I was supporting with Lockheed Martin; this was a prep for Comp Tia Security + certification.

SKILLS

ServiceNow (Expert), Admin (Expert), Developer (Experienced), ITSM (Experienced), ITIL (Experienced), Trainer (Experienced), Lean Six Sigma (Experienced), Communication (Experienced), Microsoft Windows (Expert), VM Ware (Experienced), Salesforce (Experienced), Program Management (Experienced), Change Management (Experienced), Configuration Management (Experienced), Risk Management (Skillful), .

HOBBIES

Home projects, Water sports, Fishing, Hiking, Hunting, Racing events

ADDITIONAL INFORMATION

NOTABLE PROJECTS

Career Wide

• Created a full lifecycle quoting application

• Deployed this solution in All Accenture markets and regions.

• This tool was later reviewed and made as part of the ServiceNow platform offerings.

• Built a partner relationship management tool, for tracking several activities that we part of the Accenture maturity partners.

• Tool was like CSM but from a partner perspective

• Created a custom legal request management system that supported 3 different legal teams and would place created agreements into a unified contract repository.

• The team and I built a tool that took external customer data and merged it with internal partner details to give resale teams a way to tap into new partnerships.

• This tool pushed the boundaries of what could be done in or with a ServiceNow portal.

• Implemented ServiceNow as a on-premises admin

• Implemented ServiceNow proxy as a Developer

• Migrated SSO from Active Directory to Azzure

• Created an application that managed certifications that our partnership was maintaining internally for several related partner offerings (ServiceNow, Amazon, Google...etc.)

• Migrated legal teams from SharePoint to their own legal request management application.

• Was the IT POC for all hardware, software, network, and backup management at the Blue Grass Army Depot, for all Lockheed and Boeing facilities.

• Created a Device as a Service solution that the Accenture resale team utilized. Team and I would then integrate the clients via APIs to our request management application.

• Created 2 new versions of Change Management based on the NIST/DISA processes and requirements (before ServiceNow did the same with the platform)

COURSES

PROJECT MANAGEMENT (PMP)Jun 2024 - Sep 2024

Coursera

GEN AIAug 2023 - Jul 2024

Coursera, AWS, Microsoft

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