Andrew Dutcher

Experience

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  ATC Group Services LLC

  Jan 1991 - Jan 1997

  Field Geologist / Staff Scientist

  This was a subsurface environmental remediation position. Responsible for field data collection (soil and groundwater analysis, monitoring well installation and groundwater flow modeling); data analysis and technical report writing for the States of Michigan and Wisconsin; project management (budgeting, cost containment, invoice reconciliation, and subcontractor coordination).

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  TEKsystems

  Jan 1997 - Jan 1998

  Data collector

  Collect, organize, and analyze General Motors assembly line failure and stoppages data in Janesville, WI.

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  American Family Insurance

  Dec 1998 - Feb 2002

  Information Technical Support Analyst / Data Reconfiguration

  Main duties included new user PC systems orientation in a Win 9.x, NT and Novell environment, frame-relay coordination and monitoring, data synchronization and integrity, and technical troubleshooting.

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  PHNS, Inc.

  Nov 2002 - Nov 2006

  IT Support Specialist II

  Role: PC Support Specialist - Second level computer support in a Windows/Novell LAN environment. Installation, configuration, maintenance, and repair of printers. Supported teleworkers on ISDN thin clients. Team lead for multiple hardware and software PC refresh projects. Inventory management. Primary and lone onsite IT contact for the entire Lapeer Regional Hospital. Promoted to sole IT contact for all eight (8) Detroit Medical Center campus hospital's medical records departments. 24x7 on-call. Show less

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  RGIS

  Mar 2007 - May 2017

  Senior Technical Support Analyst

  Role: Senior Technical Support Analyst | (team ≈ 10)Overview: Promoted to Senior level in 2014 to work with the most challenging circumstances in a high-speed, SLA environment. Onsite & remote global support for internal HQ, over 200 offices, 34,000 employees, and more than 1,500 AD users accounts split between two AD forests. Performed installs, upgrades, repairs, and refreshes any computer and LAN/WAN peripheral equipment, e.g., VPN appliances, switches, routers, printers, scanners, and LAN integrity troubleshooting. I was their hardware and software vendor liaison. I provided VIPs with white-glove service and solutions.Skills: VPN Appliances (Juniper, FortiNet & VeloCloud); SolarWinds Net Perf Monitor; Aruba WAPs, Exchange/Office365 management and cut-overs, TeamViewer w/Mgmt. Console, MDT, AutoCAD/Microsoft SQL integration, Salesforce, Hyper-V, software licensing, and Citrix. Highly skilled with ISP interaction for troubleshooting WAN/VPN service issues at remote offices.Ticketing system: BMC’s Service Desk Express; Solar Winds Web Help Desk Show less

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  C-Net Systems, Inc.

  Mar 2018 - May 2018

  IT Specialist

  Role: IT Support SpecialistOverview: Managed Service Provider supporting home and small to mid-sized clients using a Kaseya® based RMM (Remote Monitoring and Management) and on-site IT services for the Metro Detroit Area.Skills: Remote support with a Kaseya® based RMM. MS Server 2008, 2012 & 2016 administration. Installing & configuring Ubiquiti access points. Sophos Endpoint security. Home and business hardware and software troubleshooting, installation upgrades, and refreshes. OS support for iOS, Win7, 8, and 10. Full network hardware and cable installations. Exposure to firewall rule troubleshooting and configuration. Show less

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  Robert Half

  Apr 2019 - Mar 2020

  Service Desk Associate II

  Client: All Covered (IT provider from Konica Minolta) assigned to American Homes 4 Rent located in Agoura Hills, CA.Assignment: Service Desk Associate II, providing IT Level 2 Service Desk services. Provide incident escalation solutions in a tiered call center system. Participated in various IT project initiatives, notably SOP documentation for Knowledgebase publishing. Also spearheaded new procedural development of equipment tracking, processing, recovery, disposal, and redeployment. I was the Point of contact and liaison between our equipment vendors, Apple, Lenovo, and Microsoft and the Finance department regarding invoice and PO generation and new account setups. New user setups, existing user equipment upgrades and swaps, and AH4R user account terminations.IT Environment: Microsoft Active Directory and Azure. SaaS by Office365 and Oracle Cloud Applications. CRM solutions from Microsoft, Oracle and Yardi. ServiceNow for the IT service call and asset management platform. Hardware is Lenovo computers, Apple tablets, Konica printers, and Kodak and Panini desktop scanners.Skills: Active Directory, MDT, BitLocker, PingOne (SSO), Meraki (MDM), McAfee Enterprise and Cylance Protect, Carbonite Endpoint, Box, SharePoint, OneDrive, Office365 Admin., ServiceNow, Mozy and Carbonite cloud backup, SolarWinds N-Central, LogMeIn-Central. Vendor liaison. Technical document creation for SOP additions to the knowledge base in Service Now transitioning to Jira. Show less

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  National Veterinary Associates

  Mar 2020 - Mar 2020

  Implementation Specialist

  Contracted with SMCI to work for Nation Veterinary Associates as an Implimentation Specialist for a Point of Sales (POS) project.

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  Liberty Military Housing

  Nov 2020 - now

  System Administrator