AndyMelton.net
Resume
  • Fifteen years of experience supporting the Navy Marine Corps Intranet (NMCI) Service Desk.
  • Extensive experience developing process flows and writing knowledge documents for Service Desk agents.
  • Able to manage multiple projects in a stressful, fast-moving environment.
  • Extremely passionate about technology and making it work better in all facets of life.

Implementation & Operations

  • Lead and deliver practical technical solutions from idea to rollout.
  • Coordinate projects, working sessions, and task execution to keep work moving and on schedule.
  • Break complex initiatives into manageable phases with clear documentation, validation, and handoff steps.
  • Build low-friction systems that improve day-to-day operations without requiring large budgets or custom software.

Data, Reporting & Process Improvement

  • Clean, normalize, and prepare data for migration or reporting when exports are incomplete or unavailable.
  • Analyze large support-ticket datasets to identify call drivers, recurring issues, and improvement opportunities.
  • Build reports, dashboards, and tracking tools using Microsoft Excel, SharePoint, and PowerPoint.
  • Turn operational data into actionable recommendations for service desks, support teams, and leadership.

Automation & Workflow Design

  • Design workflow solutions that reduce manual effort and improve consistency.
  • Prototype and refine local-first / AI-assisted workflows for documentation, intake, and knowledge processes.
  • Develop practical solutions using out-of-the-box tools when speed, budget, or platform constraints matter.
  • Connect tools and processes into repeatable systems that are easier to maintain and scale.

Systems Administration & Platform Support

  • Administer and support Microsoft 365 and Google Workspace environments.
  • Deploy and manage Windows and Linux systems on bare metal and virtual platforms.
  • Build and maintain virtual environments using Proxmox, Hyper-V, VMware Workstation, and VirtualBox.
  • Install, configure, and maintain LAMP/LAMPP-based application environments.
  • Support service and knowledge platforms, including ServiceNow and HP Service Manager.

Web, Knowledge & Documentation Systems

  • Design and maintain websites using WordPress (including Divi), HTML, CSS, and PHP.
  • Build and manage SharePoint sites, lists, and lightweight team solutions.
  • Write clear technical documentation for end users, service desk agents, and technical teams.
  • Create implementation guides, troubleshooting docs, process flows, and operational runbooks.

Multimedia & Training Content

  • Create computer-based training (CBT) and instructional materials for technical and operational audiences.
  • Edit and prepare photography and visual assets for web, social media, and documentation.
  • Manipulate images using tools such as Photoshop and Lightroom, The G.I.M.P., and more.
  • Record, edit, and publish audio/video content for podcasts, websites, and social platforms.

Testing & Validation

  • Develop User Acceptance Testing (UAT) plans and validation workflows.
  • Conduct Time and Motion studies to evaluate process efficiency.
  • Document test outcomes, issues, and recommendations to support implementation decisions.
  • Support pre-release testing and rollout readiness for process and tool changes.
  • Department of Defense Secret Clearance
  • 6C Public Trust
  • CIW Master Site Designer
  • CompTIA Security+
  • Microsoft Certified: Power Platform Fundamentals
  • Amazon AWS Certified AI Practitioner

Graduated from the Tennessee College of Applied Technology in 2005. Received a Master Website Designer diploma.

Graduated from Wartburg Central High School in Wartburg, TN in May 2003.

Interests Outside of Work

 

  • Building and evolving a self-hosted homelab (virtualization, storage, networking, automation, and private services).

  • Exploring Linux, Free and Open Source Software (FOSS), and local-first tools for everyday workflows.

  • Repurposing older hardware for new projects, test environments, and home infrastructure.

  • Working with virtualization platforms such as Proxmox, Hyper-V, VirtualBox, and VMware Workstation.

  • Experimenting with single-board computers (e.g., Raspberry Pi) for automation, home services, and edge projects.

  • Designing and improving personal workflow automations, including AI-assisted/local-LLM experiments.

  • Building and maintaining websites using WordPress, HTML/CSS, and related web tools.

  • Exploring knowledge systems, documentation workflows, and practical uses for platforms like SharePoint and ServiceNow.

  • Photography (especially landscapes, weather, local scenery, food, and everyday moments).

  • Photo editing and digital image creation using tools such as Lightroom, Photoshop, and GIMP.

  • Creating multimedia content for web, social media, and personal creative projects (audio, video, and visual storytelling).

  • Cooking, coffee roasting, and documenting the process through photos and writing.

  • Writing reviews, project notes, and “how it works” style posts about tools, systems, and creative experiments.

Employment History

Roles Performed at Leidos

Service Desk Implementation Lead
June 2021 – Present
  • Implemented new projects, led project calls, assigned and tracked team tasks and performance.
  • Developed, managed, and executed project implementation plans.
  • Acted as a liaison between Project Managers, Engineering, Customers, and Service Desk leadership.
  • Developed agent communications, knowledge articles, and training materials.
  • Utilized a combination of Microsoft Project, Excel, and SharePoint for project management.
  • Developed Microsoft Excel workbooks to track Service Desk metrics during Enterprise rollouts.
  • Performed ticket deep dives to gauge problems or customer satisfaction.

Roles Performed at Perspecta

Service Desk Implementation Lead
April 2019 – May 2021
  • Implemented new projects, led project calls, assigned and tracked team tasks and performance.
  • Developed, managed, and executed project implementation plans.
  • Acted as a liaison between Project Managers, Engineering, Customers, and Service Desk leadership.
  • Developed agent communications, knowledge articles, and training materials.
  • Utilized a combination of Microsoft Project, Excel, and SharePoint for project management.
  • Developed Microsoft Excel workbooks to track Service Desk metrics during Enterprise rollouts.
  • Performed ticket deep dives to gauge problems or customer satisfaction.
Service Desk Performance Lead
May 2018 – April 2019
  • Tracked agent performance by reviewing call data, performing ticket deep dives, and performing quality assurance analysis.
  • Provided performance reports to agents and their leaders.
  • Processed customer complaints to determine cause and solution to prevent reoccurrence.
  • Created computer-based training modules and knowledge documents for agents.
  • Interviewed service desk new hire candidates.
Business Analyst
March 2017 – May 2018
  • Created and delivered training in the classroom and through computer-based training modules.
  • Created and maintained knowledge documents for agents and support staff.
  • Assisted agents with process handling questions, computer, or system access issues.
  • Applied continuous improvement disciplines to ongoing processes to improve agent performance and customer satisfaction.
Service Desk Agent
February 2011 – December 2011 (as a contractor)
January 2012 – March 2017 (as a full-time employee)
  • Provided Tier 1 technical support to Navy end users for hardware, software, network, access and other supported services.
  • Identified as a Subject Matter Expert (SME) for Service Desk processes.
  • Assisted support teams in implementing new tools or services that would be supported by the Service Desk.

Roles Performed While Self-Employed

Freelance Web Site Developer
January 2003 to February 2011
  • Created and maintained customized web site layouts for clients.
  • Converted printed text and graphic material into digital re-productions for use on client websites, brochures, manuals, flyers, pamphlets, and product use instructions.
  • Installed and managed client web sites using the WordPress content management system.

Roles Performed at the Tennessee College of Applied Technology

Instructor Assistant
2004 to 2005
  • Implemented web-based applications for student training.
  • Developed and maintained the school’s website.
  • Provided day to day assistance to the Information Technology and Business Systems Technology instructors.
  • Provided day to day assistance to other students, instructors, and staff on the network.
  • Acted as photographer for special events.