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<!-- Andrew Janicke 10/4/21
Main page of the Midterm webpage-->
<!DOCTYPE html>
<html lang="en">
<head>
<title>Andrew Janicke</title>
<meta charset="utf-8">
<link href="midterm.css" rel="stylesheet">
</head>
<body>
<div id="wrapper">
<header>
<h1>Andrew Janicke - Customer Service and IT Support</h1>
</header>
<nav>
<button class="button button1" type="button">
<a href="portfolio1.html">
About</a></button>
<a href="portfolio2.html">
<button class="button button2" type="button">
Projects</button></a>
</nav>
<main>
<div id="aboutme">
<img id="fam" src="images/Snapchat-344941916.jpg" alt="Husband and Wife">
<h2>About Me</h2>
<p id="aboutmeP">Currently attending Johnson County Community College pursing education in Application and Software Development. <br><br>
I'm a hard working and light hearted employee who takes his job very seriously. In my pervious work history I have strong experience with customer service and that has helped me build in my career leading to some of my best promotions. Customer service is really at the root of how I go about my work and know everyone is to be treated equally and fairly in a warm tone of voice.<br><br>
Through my years I was promoted up from a starting position at MaritzCX as an Assigner/Editor to an Assistant Supervisor and trainer for new employees then promoted again to Project Supervisor of the team I worked on. For more information on these roles please see my resume down below!<br><br>
When I'm not working I enjoy being a father to my new born baby girl Maggie and if I have free time on my hands I enjoy playing video games or playing guitar. I also enjoy building and servicing PCs and phones for friends and family and I hope to one day open a repair business of my own!
</p>
</div>
<h2 id="workhistory">Work History</h2><br>
<h3>Geek Squad Remote Technician | Best Buy/Geek Squad | November 2021 - Preset</h3>
<ul>
<li>Troubleshooting and diagnosing client issues in home</li>
<li>New PC and Laptop Setups</li>
<li>Data Migration</li>
<li>Printer Setups</li>
<li>WiFi/Networking Setup/Troubleshooting</li>
<li>Ring Doorbell Installation</li>
</ul>
<p>
As a remote agent for Geek Squad I go to a client's house to troubleshoot and diagnose issues that they have with their devices. New PC and laptop setups are very common as well as the initial set up of a new printer. <br><br>
Data migration can also be part of the new device set up which can be done through a variety of ways depending on hardware and the device. <br><br>
We also service and install Ring Doorbells and security cameras.
</p>
<br><br>
<h3>Student Support Technician | JCCC | July 2021 - Preset</h3>
<ul>
<li>Troubleshooting and Diagnosing Student Issues</li>
<li>Document Issues and Resolutions Within the Ticketing System</li>
<li>Escalating Tickets as Needed to Resolve Issues</li>
</ul>
<p>
Working in a tech-support center within Johnson County Community College I receive student issues through call ins, email, chat, or follow-up tickets. I assess the issues and resolve them as needed. These issues can range from password resets, third party applications such as Canvas, Zoom, or Adobe suite troubleshooting or installation. Use of OneIS ticketing system to document all contact with students. Walk-ins for personal computer use for issues like Wi-Fi connection, hardware issues, or software issues.
</p>
<br><br>
<h3>Senior Field Coordinator | IPSOS | January 2020 - September 2020</h3>
<ul>
<li>Team Management</li>
<li>High Level Contractor Concerns/Questions</li>
<li>Roadmapping/Executing Multiple Projects</li>
<li>Overseeing Final Debrief Issues</li>
</ul>
<p>
New title from the Ipsos acquisition of MaritzCX. Duties changed from an in-house to work from home due to COVID.<br><br>
New responsibilities for the role involved choosing new independent contractors from an in-house pool to work on client projects, prior to the acquisition these were part time employees, and keeping track of their progress and assigning methods to ensure timely completion of my projects and delivery of data to the client while staying within budget.<br><br>
Helping legacy Maritz contractors on the transition to the new platforms.<br><br>
Using social media platforms as a way to market my projects and reach a broader audience of potential new field contractors.<br><br>
Also supporting on the CHASI project, <a href="https://www.ipsos-retailperformance.com/us/services/mystery-shopping/consumer-health-safety-index/"><span>Consumer Health and Safety Index</span></a>, during the early onset of COVID-19.
</p>
<br><br>
<h3>Project Supervisor | MaritzCX | November 2019 - January 2020</h3>
<ul>
<li>Team Management</li>
<li>High Level Contractor Concerns/Questions</li>
<li>Roadmapping/Executing Multiple Projects</li>
<li>Overseeing Final Debrief Issues</li>
</ul>
<p>
Promoted to the Project Supervisor of the team I was the Assistant Supervisor for. I oversaw the assigning and editing team for an audit and mystery shopping client. Leadership role with directing part time assignors on which projects to work on and directing areas of need to get projects done on time and within budget to fall in line with planned roadmaps. <br><br>
Weekly meeting with Project Managers to give updates on all currently running projects and their status of completion while also looking for inefficiencies or giving feedback from contractors to better refine projects for a wider audience or streamlining project requirements.<br><br>
Handling escalated concerns or questions of our contractors when needed and keeping close relationships to our contractors for a stronger contractor base.<br><br>
Other duties included watching trends within the team and contractor concerns/debreiefs to better help the Project Managers relay to the client of what issues arise or what contractors find helpful to build a better and simpler platform for our contractors to meet a broader audience or simplify debriefs. Using past performance data to build roadmaps for future projects and seeing where and when to spend extra money to get a project completed within, or before, the expected completion date within the project roadmap.<br><br>
</p>
<br><br>
<h3>Assistant Supervisor | MaritzCX | December 2017 - November 2019</h3>
<ul>
<li>Team Management</li>
<li>Daily Quotas and Project Management</li>
<li>Final Debrief Resolutions</li>
<li>Escalated Contractor Support</li>
<li>Project Budgeting</li>
<li>New Employee Training</li>
</ul>
<p>
Working as an assistant for the Chevron team holding most of the responsibilities of an assigner with the expectations of keeping the team on task and focused. Routine included resolving escalated contractor issues, finalizing debriefs for client review, and working with the project supervisor to meet daily/quarterly/annual quotas. Independent contractors would submit bids for shops and would need to be reviewed against prior prices, overall annual budget, and deadlines. <br><br>
Also the trainer for onboarding new employees through orientation and teaching them the MaritzCX site where they would be working from.
</p>
<br><br>
<h3>Assigner | MaritzCX | August 2015 - December 2017</h3>
<ul>
<li>Customer Service and Contractor Assignments</li>
<li>IT Help Desk for Contractors</li>
<li>Mobile App Beta Testing</li>
<li>Mobile App Support for Contractors</li>
<li>Chrome Box Service Technician</li>
</ul>
<p>
Worked as part of a team to return inbound calls, collect information and make astute selections from a “mystery shopper” database for optimal matches between contractors and client locations. Independently provided technical support and troubleshooting to contractors in a help desk setting. Was frequently and routinely consulted within the company for technical support and assistance regarding various platforms, software and hardware issues. Eventually brought on by Maritz as an applications developer and beta tester for the company’s first mobile app for shoppers on site. Played an instrumental role in helping to prepare for the release of the app by running through all current projects and performing searches for bugs, logical errors and skips. Simultaneously implemented a seamless officewide transition from Dell Windows XP machines by uninstalling those and installing new Chrome Boxes throughout the facility.
</p>
<br><br>
<h3 class="education">Education</h3>
<h3><a href="https://catalog.jccc.edu/degreecertificates/computerinformationsystems/software-developer-cert/">Software Development Certificate</a></h3>
<ul>
<li>Python</li>
<li>HTML & CSS</li>
<li>C++</li>
<li>C#</li>
<li>Java</li>
<li>Database Management</li>
</ul>
<p>
Currently attending Johnson County Community College for the Associates of Applied Sciences
in Software Development. This focuses on Python, Javascript, and C++ <br><br>
However we have to take an intro HTML and CSS class and I found I was very proficient
at making websites and found something I actually really like even though I thought I would
never build a website.
</p>
</main>
<footer>
Copyright © 2022 Andrew Janicke<br>
<a href="mailto:andrew.janicke@gmail.com">andrew.janicke@gmail.com</a>
</footer>
</div>
</body>
</html>