Solutions & Customer Success Engineer.
My background features a diverse number of skillsets responsible for creating exceptional internal and external customer experiences, from pre-sale to post-sale and beyond.
Pre Sales Engineering
Solutions Engineering
Customer Success
Over a decade of experience.
Since 2011, I’ve worked for global companies such as J.P Morgan Chase, Yellowbook USA, Verizon Digital Media Services, ProductPlan and others. I’ve been responsible for eliciting, documenting and analyzing internal and external customer requirements while engineering value-driven solutions and investment ROI.
Custom Tailored Solutions
Personalized fit for every customer, whether business or technical customers,
I translate meaningful value and ROI between both.
Innovative Solutions
Creative strategies for success.
Data-Driven Insights
Leverage analytics to drive business growth.
Expert Consultation
Every customer, every time,
with a personalized approach.
Business Analysis
Elicit, document and analyze
business and technical requirements
from both internal and external customers.
GEOLINKS
NSC ENGINEER TIER I
Monitor system logs to identify, analyze, and resolve critical security threats and malfunctions, proactively addressing potential risks.
Manage and prioritize escalated networking support tickets, identifying and implementing solutions to ensure client satisfaction and optimal performance.
Collaborate with vendors and cross-functional teams to implement and enhance network infrastructure, updates, and upgrades.
Configure, deploy, and support networking hardware, including routers, switches, firewalls, and wireless access points.
Create and maintain network documentation, including configurations, processes, and procedures, while providing network engineering support and training to team members.
PRODUCTPLAN
SOLUTIONS ENGINEER
Demonstrated expertise in providing customized pre- and post-sale solution delivery and support for web-based products and RESTful API globally, focusing on providing a superior customer experience.
Acquired extensive knowledge and expertise in product roadmapping, Kanban methodology, and creating and managing user stories.
Worked effectively within an Agile Scrum environment while leading the complete solution delivery lifecycle in partnership with global SME businesses and governments.
Cultivated and maintained strong client relationships, addressing questions and concerns to consistently close substantial deals.
Prepared and presented dynamic virtual product demonstrations, assessing gathered requirements and matching them with product functionality.
Served as subject matter expert and primary contact for API integration for all clients.
Partnered with client internal teams and C-level stakeholders to drive consensus on multi-product technology solutions.
Acted as a trusted advisor to drive innovative solutions and improve business performance.
Enterprise SaaS Sales · HubSpot · Product Roadmapping · RESTful API Expertise & Training · Live Product Demonstration · Business & Technical Requirements Elicitation, Documentation and Analysis · Scrum · Kanban · Agile · JIRA · Technical Writing · Strategic Consulting · Customer Success · Relationship Building
REVOPAY
SOLUTIONS ENGINEER
API INTEGRATION MANAGER
Key Skills
SaaS Sales · RESTful API Expertise & Training · Live Product Demonstration · Business & Technical Requirements Elicitation, Documentation and Analysis · Scrum · Kanban · Agile · JIRA · Confluence · Technical Writing · User Stories · Strategic Consulting · Customer Success · Relationship Building · Contribute to Internal Wiki
Drove measurable success in promoting, selling, cross-selling, and upselling RevoPay’s back-end payment processing solutions to C-level executives, directors, and managers globally.
Served as the technical liaison, translating business requirements into technical specifications in an Agile Scrum environment, providing expert support for RESTful Web APIs.
Created and prioritized user stories to guide API development and enhancements.
Analyzed and resolved process bottlenecks, improving workflows, productivity, and operational efficiency.
Collaborated with cross-functional teams (development, product management, QA) to ensure timely, high-quality delivery of new payment processing features and enhancements.
Maintained comprehensive technical documentation for both internal teams and external clients, promoting best practices for secure payment integration and adherence to industry regulations.
EDGECAST / VERIZON DIGITAL MEDIA SERVICES
SOLUTIONS ENGINEER
Utilized consultative sales methodologies such as Sandler to define, assess, and translate customer business requirements into tailored ROI-focused technical CDN solutions.
Created and provided custom example Bash, Javascript, PHP, .NET C#, and Java scripts regarding REST API functionality to customers.
Solidified client relationships while performing live product demonstrations and providing pre- and post-sale support for CDN solutions.
Facilitated consultations with customers to provide advisement on VDMS’ RESTful web API along with pre-sales design recommendations on CDN solutions for global B2B to SME companies.
Designed and delivered optimized solutions by extracting and converting behavioral analytics into business intelligence.
SME CDN SaaS Sales · Live Product Demonstration · Proof of Concept Ownership & Management · Business & Technical Requirements Elicitation, Documentation and Analysis · Salesforce · JIRA · Confluence · Javascript · PHP · C# · HTML/CSS · XML · HTTPS/FTP/RTP/RTMP · Selenium Automated Testing · Technical Writing · Strategic Consulting · Customer Success · Relationship Building · Contribute to Internal Wiki
ZNODE
SOLUTIONS ENGINEER
Technical Expertise
Worked with Znode’s enterprise-level ASP.NET multi-store eCommerce solution
Debugged stored procedures, DB functions, C#, and MVC code
Performed database performance testing using SQL Profiler in SSMS
Experience with Visual Studio (2008/2010/2012), ReSharper, Codesmith NetTiers, and Firebug
Development & Collaboration
Participated in daily SCRUM meetings, code reviews, and development discussions
Designed and implemented small/mid-market development solutions
Coordinated professional services with development partners
Sales & Customer Engagement
B2B/B2C sales across North America, South America, and Europe
Sold complex software solutions to CEOs, CIOs, and technical decision-makers
Managed sales pipeline and navigated long sales cycles in competitive markets
Negotiated contracts, pricing, support agreements, and discounts
Delivered consultative, customer-focused sales experiences
Training & Leadership
Coached and trained the inside sales mid-market team
Trained and guided technical support staff and sales account executives
Provided pre-sales and post-sales support
Presentations & Demonstrations
Performed technical and business product demonstrations via GoToMeeting
Targeted vertical market approach to acquire new business
Sales Performance
Sold software products ranging from $50,000 to $1M (excluding development costs)
SME CDN SaaS Sales · Live Product Demonstration · Proof of Concept Ownership & Management · Business & Technical Requirements Elicitation, Documentation and Analysis · Salesforce · Pardot · Agile · Scrum · .NET C# · SQL · SMSS · Visual Studio · FTP/SFTP · IIS · JIRA · Confluence · ZenDesk · Manual QA Testing · Technical Writing · Strategic Consulting · Customer Success · Relationship Building
PACEJET
SOFTWARE SUPPORT ANALYST
Contract
Put the science of enterprise shipping to work with Pacejet, data-driven shipping software that helps you evolve, adapt, and improve as your business grows. Pacejet provides mid-market & larger businesses with a complete cloud-based solution for real-time freight, parcel, LTL, 3PL, & more.
Pacejet provides access to specialty services needed by retail, ecommerce, wholesalers, & distributors & offer direct integration with leading ERPs such as Oracle NetSuite, Microsoft, SAP, more, plus a RESTful API.
-DSW-
SUPPORT ANALYST
Contract
Monitored and maintained network performance and infrastructure stability
Answered incoming IT Service Desk calls and emails from stores, corporate offices, and warehouses
Provided first-call resolution for technical issues
Monitored systems using support tools (SCOM, RDP, WMS, Avalanche, Jesta) to detect and address performance issues
Proactively notified end users and system owners about potential operational concerns
Utilized automated support tools (SCCM, Airwatch) to provide efficient technical assistance
Performed remote troubleshooting and resolution
Handled end-device provisioning, desktop imaging, and software installations
Monitored and maintained network performance and infrastructure stability
NICE
BUSINESS DEV EXECUTIVE
Contract
Conducted heavy prospecting with 30-60 qualified calls per day to build and maintain a strong pipeline
Identified, researched, and qualified inbound and outbound sales leads across various verticals
Targeted industries including Collections, Contact Centers, Energy & Utilities, Financial Services, Government, Healthcare, Public Safety, SMBs, Transportation, and more
Developed and executed customer-specific selling strategies to increase revenue
Perfected multi-layer pitches and tailored sales approaches based on industry needs
Maintained leads and customer records using Pardot and Sugar CRM
Worked with national account directors to refine sales strategies and techniques
Provided guiding leadership to a nationally based sales team
Delivered exemplary customer service with a strong attention to detail
Mastery of written and spoken English for effective sales and customer interactions
Strong time management and organizational skills to balance multiple priorities
Business Development Executive with a background in computer programming and database design
JP MORGAN CHASE
TECHNICAL ANALYST
Contract
IT Support
Provided detailed, time-critical support for J.P. Morgan Chase branch computer systems
Resolved technician incidents for nationally-based branches via ticketing system
Created detailed, concise, and accurate support tickets for technician revisits or missing equipment
Assisted field technicians with remote access (VNC via Angry IP)
Performed remote wiping of branch machines
Loaded new system images remotely via PXE boot and validated via VNC connection|
Diagnosed and resolved laptop and desktop hardware issues
Addressed software and application problems, including exceptions and failures
Supported technicians with HP G7 server installation and troubleshooting server build issues
Assisted onsite technicians with hardware and software installations
Provided support for server installation and maintenance
Operated bridge line for real-time issue resolution
Troubleshot technical problems across multiple platforms
Peer Reviews
Here’s a bit of feedback I’ve received during my career from coworkers.
Gabriela Cafruni Macedo
Product Owner
I had the pleasure of working with Andrew at ProductPlan. We worked on different teams that didn’t have to collaborate with each other per the job description, but every single time I reached out for help I was welcomed by him. He is kind, knowledgeable, and customer-centric. He has met with my customers many times (even though it was not part of his job description), to help me and them overcome issues and offer solutions. He took time off his day to plan and teach our CS team about our API to make sure we could speak about it better to our customers. Even though he was pre-sales, prospect-facing, he was always willing to help any coworker or customer who needed him. Anyone would be lucky to have Andrew on their team.
Brandon Isaac, MISM
Former Sr. System Analyst
Andrew is not only sharp and analytical at what he does, he’s also a mentor as well. Andrew’s approach to work or just life in general is to not only better himself, but to better those who are around him. Andrew’s versatility allows him to adapt to any environment in any setting from both a sales point of view to the technical programming side. If it was not for Andrew’s strong guidance and advice, I would not be where I am today. His critical thinking allows him to make the most lucrative decisions as an asset to any company. He’s not afraid to go the extra mile to make sure the job gets done and I had a pleasure working with him during my 15 month tenure at Znode. Andrew practices great liaison which symbolizes his strong communication skills on the job. He’s not only a hard working colleague, but a great friend as well. It is with my greatest honor to recommend Andrew as a powerful asset to any company that he sees fit.
EDUCATION
COURSERA
In-Progress
- IBM Business Analyst Professional Certificate
- IBM IT Project Manager Professional Certificate
- IBM z/OS Mainframe Practitioner Professional Certificate
- Secure Software Design Specialization
STARK STATE COLLEGE
Completed
- Computer Programming and Database Design, AAB
- Web Design and Development, AAB
OHIO UNIVERSITY
ATHENS
Completed
- Associate in Science