Open to opportunities

Andrew Shaw

@andrewshaw

Message

I lead end-user computing and IT support across EMEA/APAC, improving UX, incident response, and service delivery.

United Kingdom

Message

What I'm looking for

I want to lead global end-user support teams, improve UX and incident outcomes, and use automation to reduce ticket load and MTTR—working closely with stakeholders and vendors to deliver consistently high service.

I’m a Senior IT Support leader with 15+ years at Riverbed, currently serving as Senior Manager, IT Support for EMEA and APAC. I’m known for strengthening end user computing and user experience while driving incident management and measurable service improvement across multiple time zones.

I’ve progressed from IT Field Support Analyst and Team Lead into IT Support Management, leading 5 direct reports across 5 countries in 4 time zones. My day-to-day focus blends practical operations with modern tooling—Azure and Entra, JAMF and MDM, Exchange and O365 administration, and Active Directory—so teams can deliver stable, secure, and user-friendly support.

I use Freshservice to run ticket management and continual service improvement, including writing reports for CIO leadership. I built automated ticket workflows to reduce ticket volume and increase MTTR, and I’ve driven automation in areas like offboarding to cut friction for users and the support organization. I also develop documentation for the global team using Atlassian practices and built an IT Support SharePoint page to increase visibility.

I value people leadership and strong stakeholder relationships, and I’ve worked closely with C-level across all business units. Alongside vendor management and contract negotiations, I’ve supported major operational moments—helping achieve FedRamp status, handling point of contact responsibilities for P1 global major outages, and bringing support operations back in-house after transitioning away from an external helpdesk—while also advising through mergers and acquisitions from an IT standpoint.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, IT Support

Current

Riverbed Technology

Apr 2025 - Present (11 months)

Led end-user computing and incident management for EMEA/APAC, acting as escalation contact for P1 global outages. Drove service improvement initiatives using Freshservice automation to reduce ticket volume and improve MTTR.

IT Service Management Incident Management Freshservice Azure Jamf MDM Stakeholder Management ITIL Automation

IT Support Manager

Riverbed Technology

May 2022 - Apr 2025 (2 years 11 months)

Managed the IT Support function for EMEA/APAC and coordinated cross-team delivery with Network, IT Security, Windows, and Product Development. Improved operational visibility and perception of IT across regions through stakeholder engagement.

IT Support Cross functional Leadership Stakeholder Management Microsoft 365 Active Directory Freshservice IT documentation ITIL Service Delivery

IT Support Manager

Riverbed Technology

Sep 2018 - May 2022 (3 years 8 months)

Managed IT support operations across EMEA/APAC, strengthening user experience and continual service improvement. Built and administered Freshservice ticket workflows to streamline support delivery.

IT Support Freshservice Ticketing ITIL Microsoft 365 Exchange Active Directory Vendor Management Documentation Service Improvement

IT Field Support Team Lead

Riverbed Technology

Jan 2013 - Aug 2018 (5 years 7 months)

Led an EMEA field support team across multiple countries and time zones, covering onboarding, troubleshooting, and operational execution. Produced SOP/documentation for global users and supported site moves and build-outs through travel.

Team Leadership Field Support Atlassian Windows Support Patching Hardware Support

Senior IT Field Support Analyst

Riverbed Technology

Dec 2011 - Dec 2012 (1 year)

Provided senior-level field support and end-user computing troubleshooting in a Windows and mixed device environment. Supported process adherence through documentation and assisted with training for new helpdesk staff.

End User Computing Windows Support Ticketing Troubleshooting Documentation Training Hardware Support Service Improvement

IT Field Support Analyst

Riverbed Technology

Aug 2009 - Nov 2011 (2 years 3 months)

Handled IT field support and user requests across a Windows-focused environment using Remedy/Heat-style ticketing workflows. Delivered first-time fixes and supported onboarding by training new helpdesk employees.

Ticketing Windows Troubleshooting Documentation Training User Support Service Delivery

Desktop Support Manager

Five Television

Feb 2002 - Jul 2009 (7 years 5 months)

Managed a desktop support organization supporting 300+ users through a period of rapid growth. Led 1st/2nd/3rd line support using HEAT ticketing and introduced weekly team meetings to reduce ticket volumes.

Desktop Support Ticketing User Support Windows Team Meetings Process Improvement Recruitment support Heat Ticketing

Desktop Support

Western Asset Management

Feb 2000 - Dec 2001 (1 year 10 months)

Provided desktop support for a 60-user financial institution, supporting Reuters/Bloomberg and bespoke trading applications. Performed patching, phone/desk provisioning, backups, and image refreshes in a high-pressure environment.

Desktop Support Reuters Patching Backup Image Refreshes User Support Windows Telephony Admin

1st Line Support Analyst

Cap Gemini Ernst & Young

Jan 1999 - Jan 2000 (1 year)

Provided telephone-based 1st line IT support for UK employees, using Remedy/Heat for ticket handling and triaging issues for resolution. Helped train new helpdesk employees and delivered initial fixes in a Windows environment.

Remedy Windows Support Troubleshooting Customer Service Documentation Training Problem Solving