Andy Redmond
Higher Bebington
Summary
Highly skilled and technically minded professional with extensive experience in enhancing software quality and optimizing technology solutions. Instrumental identifying system vulnerabilities, analyzing complex technical requirements, and co-ordination with cross-functional teams. Adept at ensuring high performance, scalability, and reliability of software products. Track record of delivering robust solutions that meet and exceed customer expectations. Committed to utilizing technical proficiency and innovative thinking to contribute to organizational success and technological advancement.
Overview
11
11
years of professional experience
Work History
Senior Quality Assurance Engineer
Ivanti
2021.06 - 2024.09
- Conducted acceptance, regression, exploratory and system testing, both manually and through automation.
- Supported product managers and development teams across phases of testing from planning to execution, troubleshooting and reporting within high-volume, agile environment.
- Identified, recorded, and documented bugs for both internal and customer issues using Azure DevOps
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Developed, updated, and managed technical documentation as well as educational videos
- Delivered technical product demonstrations to showcase functionalities effectively
- Demonstrated new product features and functionality to project stakeholders.
- Maintained UWM bug backlog below target baseline of 30 by completing all assigned tasks to ensure investigation of new bugs within 1-2 sprints
- Provided critical feedback during design and implementation phases to elevate outputs and enhance customer satisfaction.
Lead Technical Support Engineer
Ivanti
2018.10 - 2021.06
- Provided unprecedented assistance to customers with technical support for software-related issues.
- Acted as liaison between clients and development teams, ensuring timely communication during critical incidents.
- Delivered advanced technical support and ensured high levels of customer satisfaction.
- Managed customer support tickets for high-resolution rates on Salesforce.
- Served as subject matter expert on key technologies, providing guidance to colleagues and customers alike.
- Lead product training sessions for support staff on troubleshooting methods and customer service procedures.
- Maintained and exceeded CSAT percentage above 90%.
- Contributed to achieving rate of creating 20 knowledge articles weekly.
- Became first technician solely responsible for Platinum Customers, serving as their primary point of contact for product issues and education.
Support Specialist & Shift Supervisor
Ivanti
2017.11 - 2018.10
- Directed and oversaw support team's operations during designated shifts.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Provided training on troubleshooting techniques and customer service protocols to new and existing support staff.
- Acted as primary knowledge-centered support advisor for team to provide expert guidance and enhance overall support efficiency.
- Continued to as a top contributor to knowledge repositories.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
Senior Support Technician
AppSense (Ivanti)
2015.11 - 2017.01
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Published an official AppSense blog to share valuable insights and updates with user community
- Communicated directly with customers to understand their issues, provide updates, and ensure satisfaction
- Produced all instructional documents and videos for company's onboarding of new employees
- Appointed to buddy system to help in skill development of current and incoming team members.
Support Technician
AppSense(Ivanti)
2014.01 - 2015.11
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Responded to telephone, email and in-person inquiries regarding software operation, and use.
- Gather and report customer feedback to help improve product quality and support services
- Created and maintained technical documentation, including knowledge base articles, troubleshooting guides, and user manuals
- Maintained high level of customer satisfaction, receiving multiple commendations for exceptional service/support.
Education
Certificate of Higher Learning - Occupational Therapy
University of Liverpool
Liverpool2013
BTEC National Diploma -
West Cheshire College
Ellesmere Port2008
A-Level -
Bishops High School
Chester2006
GCSE -
Bishops High School
Chester2004
Skills
- Manual Testing (Acceptance, Regression, System)
- Automation Testing (Maintaining and Executing test Scripts)
- Software Development Life Cycle
- Scrum Methodology
- Microsoft Azure DevOps & GitHub
- Microsoft Entra ID
- Microsoft SQL & Azure SQL
- Microsoft Active Directory
- VMware, Hyper-V, Azure
- Citrix XenApp & XenDesktop
- API/Postman
- PowerShell (Exposure to C#)
Timeline
Senior Quality Assurance Engineer
Ivanti
2021.06 - 2024.09
Lead Technical Support Engineer
Ivanti
2018.10 - 2021.06
Support Specialist & Shift Supervisor
Ivanti
2017.11 - 2018.10
Senior Support Technician
AppSense (Ivanti)
2015.11 - 2017.01
Support Technician
AppSense(Ivanti)
2014.01 - 2015.11
Certificate of Higher Learning - Occupational Therapy
University of Liverpool
BTEC National Diploma -
West Cheshire College
A-Level -
Bishops High School
GCSE -
Bishops High School
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