1. 5233 E 140th
Pl.
Thornton, CO
80602
Phone (303)881-8937
E-mail:
amill83@gmail.com
AndrewR.Miller
Objective To attain a position where my skills are utilized in a friendly work environment that
encourages creativity and vision. Given the chance, I am confident that my
personal disposition and dedication to improvement will be an asset to your
company.
Experience 01/2009-Current Kärcher North America Inc Aurora, CO
IT Helpdesk Lead
• Served as the lead escalation point for Helpdesk incidents and
communications taking on the complex and high priority issues.
• Maintained 95% ticket SLA throughout 7 year tenure.
• Provided day to day support to on-site users as well as a remote sales
team across North America. Over 500 users.
• Triaged client technical issues and worked with internal teams to
identify/resolve issues in a timely manner.
• Identified trends in ticket volumes and presented solutions to proactively
prevent future issues.
• Created policies and procedures for escalation to external support.
• Played key role in helpdesk transition to managed services using ITIL
standards. Assisted in design and implementation of Self-Service Portal.
• Administered Cisco VOIP system including Call Centers for 8 locations.
• Managed Mobile Device database including orders, billing, and
coordination with carriers.
• Proficient in mobile device support – iOS, Android, and Windows phone.
• Created and maintained team Knowledge Base with templates for
escalation and instructional docs.
Communications Role
• Increased productivity by launching and leading training classes for new
applications and systems.
• Developed documentation and performed user training sessions for new
systems and applications.
• Served as Liaison to other departments communicating and coordinating
upcoming projects and needs.
• Created visual literature for IT rollouts and implementations.
• Created company communication templates for outages and updates.

2. 03/2006-01/2009 Polycom Corp. Boulder, CO
IT Helpdesk
• Provided day-to-day IT support for 500 users including remote sales.
• Managed billing and server support for all Blackberries, Blackberry Server,
iOS, and Windows Mobile devices.
• Increased productivity by creating and presenting detailed training webinars on
company-based products as well as Microsoft programs.
• Implemented patches and software upgrades for all users.
• Rebuilt Laptops and Desktops from the ground up.
• Documented daily processes and applications to build a robust KB from
the ground up.
• Became proficient with Polycom systems and using video call technology.
Education 2016 Villanova University Online
ITIL Foundation Courses – Graduated course, Certification test pending.
2001 – 2004 Ouachita Technical College Little Rock, AR
AssociateofAppliedScienceinNetworkManagement
• Achieved hands-on knowledge with the implementation and management of
Local, as well as, Wide Area Networks. Fulfilled all course requirements and
graduated with honors, Phi Theta Kappa.
Summaryof
qualifications
• All Windows and Mac operating systems. Active Directory, Exchange Console,
and Microsoft Office applications: Versed in networking and troubleshooting.
• A team leader with strong communication skills and a sharp focus on
documentation and process.
• Versed in ITIL practices and procedures.
• Created and presented training webinars on company-based applications as
well as Microsoft Office programs.
• Cisco VOIP Administrator
• Trainer for IT application rollouts and upgrades.
• One of my greatest strengths is my ability to build relationships within and
outside work. I have strong interpersonal skills and believe that teamwork is
the way to get the job done.