AndyMelton.net
Resume
  • Ten 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.

Data Analyses

  • Develop solutions for importing data manually and cleaning it to make it available for a new database (i.e., instances where an export of the database is not available).
  • Perform analyses of large quantifies of agent and user generated support tickets to determine call drivers and solutions.

Development

  • Build reports and dashboards that work between SharePoint, Microsoft Excel and PowerPoint.
  • Create and manage SharePoint sites and lists.
  • Design and implement websites using HTML, CSS, PHP, WordPress, and the Divi Theme Builder for WordPress.
  • Develop solutions using out of the box tools (i.e., solve a problem when money cannot be spent).

Multimedia

  • Create computer-based training modules.
  • Edit photos using Adobe Photoshop Lightroom Classic.
  • Manipulate images for websites and knowledge articles using various tools including (but not limited to) Photoshop, Greenshot, GIMP, Paint.
  • Record, edit, and publish audio and video for podcasts, websites, and social media.

Project Management

  • Lead teams through project calls to ensure tasks are being completed on schedule.
  • Manage projects and tasks using home-grown tools (SharePoint and Excel) or Microsoft Project.

System Administration

  • Administer a Google Workspace tenant.
  • Administer a Microsoft 365 tenant.
  • Customize Microsoft Windows installations using NTLite.
  • Install and manage a LAMPP (Linux, Apache, MariaDB/MySQL, PHP) server.
  • Install and manage software on Microsoft Windows using Chocolatey.
  • Install Microsoft Windows and various Linux distributions on bare-metal or virtual seats using physical media, disc images, or Windows Deployment Services Server.
  • Manage knowledge documents using HP Service Manager and ServiceNow.
  • Manage virtual computers using Microsoft Hyper-V, Oracle VirtualBox, VMWare Workstation, and Proxmox.

Technical Writing

  • Develop process flows using Microsoft Visio.
  • Write knowledge documents for end users and service desk agents.

Testing

 

  • Develop Time and Motion studies.
  • Develop User Acceptance Testing (UAT) plans.
  • Department of Defense Secret Clearance
  • 6C Public Trust
  • CIW Master Site Designer
  • CompTIA Security+

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

  • Virtual desktop computing using Microsoft Hyper-V, VirtualBox, or VMWare Workstation.
  • Deploying Microsoft Windows using Microsoft Windows Deployment Services.
  • Discovering and testing the latest Linux distributions and Free and Open Source Software.
  • Discovering new uses for old computer hardware.
  • Deployment of software on Microsoft Windows using Chocolatey.
  • Working on Single Board Computing (SBC) projects such Raspberry Pi and Pine64 boards.
  • Developing and managing web sites using the WordPress Content Management System (CMS), SharePoint, Laravel, HTML, CSS, and PHP.
  • Learning about and developing applications using ServiceNow.
  • Taking photos of food, landscapes, flowers, and products.
  • Writing software, hardware, service, and other product reviews.
  • Learning new formulas to use in Microsoft Excel for data analysis.
  • Learning new coffee roasting and brewing techniques.

Employment History

Roles Performed at 1901 Group

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.