IT Support Lead with Remote Expertise
Resume:
Andrea Danz
IT Team Lead
Sanford, NC *****
*************@*****.***
Professional Summary
Dynamic IT support specialist with over 10 years of experience in technical troubleshooting, remote support, and call tracking. Proficient with ServiceNow, Jira, and inventory management, ensuring efficient issue resolution and excellent client communication while adeptly escalating complex problems as necessary.
Work Experience
Project Trainer & SME
Tech Mahindra Americas/ Enbridge-Plano, TX
February 2025 to August 2025
• Coordinated with management to develop project training plans, including scope, milestones, and deliverables for technical teams.
• Managed project documentation and delivery, ensuring client satisfaction and accurate tracking of tasks using ServiceNow.
• Identified and managed resource requirements, skill sets, and training plans, conducting quality reviews and daily meetings for project execution.
• Operated Jira to communicate project status, schedules, and issues to customers and management, following established roadmaps.
• Facilitated calls, meetings, and communications between customers and project teams, ensuring clear escalation and resolution of technical issues.
Inventory & Quality Assurance Manager
Tech Mahindra Americas-Plano, TX
November 2024 to February 2025
• Analyzed data from multiple sources to create real-time inventory status reports for stakeholders, supporting IT asset tracking.
• Managed an inventory control team of 5 across 3 remote sites, maintaining team cohesion and effective communication.
• Curated and updated the client's knowledge base system in Confluence, reporting documentation changes and providing status updates.
• Delivered IT technical services to internal customers, following client-specific processes and escalating issues as needed.
• Developed and reviewed operational policies and procedures, collaborating cross-region to improve SOPs and internal knowledge bases.
• Removed outdated devices from inventory and ensured timely refresh of employee equipment, supporting hardware lifecycle management.
Project Manager & Technical Lead/Knowledge Base Manager Tech Mahindra Americas/ Applied Materials-Plano, TX August 2019 to November 2024
• Provided mentorship and guidance to 10 Service Desk team members, supporting their technical and professional development.
• Reviewed and created risk assessments, ensuring training materials and documentation were current for trainees and end users.
• Dispatched self-service and escalation tickets across multiple teams, monitoring queues and adjusting workloads to meet SLAs.
• Established team goals and strategies for operational efficiency, collaborating with global cross- functional teams to resolve technical issues.
• Conducted daily huddles to allocate workload efficiently and monitor ticket queues for variations, ensuring prompt issue resolution.
• Delivered projects involving quantitative analysis, industry research, and strategy development for IT support operations.
• Created and instructed ITIL 4 Foundation courses for the service desk, enhancing process adherence and technical knowledge.
• Served as SME and Project Manager for technical knowledge base writing, creating and maintaining E-Arch support articles.
Corporate Help Desk Tech Support
Home Depot-Austin, TX
March 2018 to August 2019
• Provided technical support for store network, Windows 10 desktops, hardware, printers, mobile devices, and Cisco routers.
• Used ServiceNow to document issues, follow and update knowledge base articles, and dispatch repair services as needed.
• Assisted in-store associates with POS equipment troubleshooting, including scanners and payment devices.
• Supported Windows 10 desktops using Citrix client remote tools through CyberArk for remote troubleshooting.
• Assisted with password resets and access issues, remoting into registers, PCs, tablets, and phones to resolve technical problems.
• Monitored server and switch system health, notifying engineers of outages or high-priority issues.
• Educated customers in basic troubleshooting and placed service calls for further maintenance when required.
Technical and Customer Support Expert
GOOGLE-Austin, TX
February 2017 to March 2018
• Provided technical support to YouTube TV customers, troubleshooting issues and maintaining workstation functionality.
• Researched and answered client questions, guiding users through corrective steps and documenting solutions.
• Improved client references by writing and maintaining support documentation and contributing to training programs.
• Recommended devices and techniques to accommodate client disabilities and ensure accessibility.
• Monitored compliance with service agreements and recommended system improvements to enhance performance.
• Participated in educational opportunities to maintain up-to-date technical knowledge and skills. Education
Media and Technology (Bachelor's in Organizational and Industrial Psychology)
University of Phoenix-Online Campus, Graduating November 2020 January 2017 to November 2020
Industrial & Organizational Psychology (Bachelor's degree) Skills
• Help desk support experience
• Technical troubleshooting support
• Remote technical support
• LAN
• Network troubleshooting
• Desktop Support
• Printer (troubleshooting support)
• Call Center
• ServiceNow
• Issue tracking
• Customer Service
• Technical Support
• Microsoft Windows
• Application support
• Problem-solving
Languages
• English
Links
https://www.linkedin.com/in/andrea-danz
Certifications and Licenses
CPR Certification
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