Andrew Roach

Support Tech, Sysadmin, Maker

Who I am

Hi! My Name is Andrew. I'm a Support Technician, Systems Administrator, Maker, and an IT professional.

Some facts:
  • I write (a lot, actually)
  • I build things
  • I have a passion for communication
  • I learn things quickly, and frequently
  • I'm obsessed with helping people bring their dreams to life.

Where I've worked

Telarix: Product Support Analyst II
July 2016 - Present

  • Provided Tier One and Tier Two technical support to highly technical users of a legacy telecommunications application via email and phone.
  • Investigated and solved complex client issues arising from interactions between legacy code and new code.
  • Designed and implemented hotfixes and code patches to quickly and safely resolve client issues.
  • Wrote and maintained a large portion of internal and public facing technical documentation.
  • Managed all incoming tickets, providing initial triage and responses and assigning the tickets to the appropriate PSA for in depth investigation.
  • Wrote and maintained dozens of stored procedures and small applications for internal use.

Simplified IT Products: Product Support Analyst
April 2015 - May 2016

  • Provided Phone, Chat, Email, and Remote Support services to non-technical customers for Mac and PC, across 6 applications and 8 websites.
  • Handled all in house application testing, on Mac, PC, iPhone, and Android.
  • Wrote and maintained all technical documentation
  • Served as junior systems administrator for in house network, and remote servers.
  • Managed website and blog content

Completed Projects

Contact Me!

The easiest way to get in touch with me is to send me an email:

Email Me!