Andy User

Supported backend Trimble software systems (TMW, Dispatch, TMT, PCMiler), ensuring seamless database integrity and trucking operations. Processed and corrected EDI file errors (210s, 204s, 997s, 214s), ensuring backend workflow accuracy across integrated platforms. Administered backend user account management through Active Directory, MDMSOTI MobiControlDB, and other enterprise systems.

Led coordination and technical support for annual remote academic conferences, ensuring smooth delivery of presentations on Zoom and Spatial.chat. Developed presenter tutorials and streamlined setup processes, enhancing content creation resources, resulting in a 30% reduction in preparation time. Managed real-time troubleshooting of audio/video issues, achieving a 95% session success rate and high

Advocated as a registered lobbyist in Minnesota, representing community perspectives and data to the state council in support of sustainable urban development. Engaged residents at designated Minneapolis locations in discussions about upcoming city road construction projects, collecting public feedback to support lobbying efforts for greener infrastructure design. Analyzed local campaign material

Provided technical support for Windows, macOS, ChromeOS, mobile devices, and remote platforms such as Zoom, Jamf, and Bomgar for faculty, staff, and students—including hands-on support for Apple hardware and Chromebooks. Led remote troubleshooting and hosted tailored training sessions, improving user efficiency by 30%. Served as ITSEquity Leader, collaborating with the DEI department to reduce acc

Served as the primary point of contact for technology support, assisting teachers, students, and parents with macOS, Windows, Apple hardware, and mobile platforms in both remote and in-person settings. Supported software includes Adobe Creative Suite, Microsoft Office, Autodesk, Paragon, and GSuite. Assisted in backend Windows Server administration, SSL certificate updates, and patch deployments.

Provided front-line technical support for Windows/macOS systems, hardware, peripherals, and A/V equipment, resolving issues efficiently during initial customer intake. Achieved a 95%+ first-contact resolution rate, reducing escalations and improving customer retention. Accurately logged service requests using proprietary tools, ensuring smooth communication between support and repair teams.

Served as a Tier II escalation point at Apple’s call center, providing advanced remote support for iOS, macOS, hardware, and account-related issues. Diagnosed complex technical problems via phone and remote tools like Bomgar, achieving a 20% reduction in resolution time. Ensured quality outcomes by mentoring Tier I advisors, resulting in a 30% improvement in team performance.

Pursued a Bachelor's degree in Engineering with a co-major in Japanese Language & Culture. This interdisciplinary program combined rigorous engineering studies with an immersive exploration of Japanese language, history, and society.

Completed an Associate of Arts degree with a focus on Mathematics and Japanese Language & Culture. This program provided a foundational understanding of mathematical principles and a deep dive into Japanese language and cultural studies.