Andy Vo

Tier III Help Desk Analyst at Iron Bow Technologies

June 2025 - Current

Provide end-user technical support to over 8,000 users at Prince William County

Handle escalation tickets to provide advanced hardware, software, and network troubleshooting support

Act as point of contact during major incidents, coordinating across multiple teams to restore services efficiently

Manage and maintain user accounts, groups, and permissions using Active Directory

Mentor and assist Tier I and Tier II analysts, providing them with training and guidance which led to a decrease in average ticket resolution time by 20%

Maintain 99% user satisfaction, resolving over 90 incidents per week leading to a 10% increase in overall team satisfaction

Manage and track tickets and performance using ServiceNow, ensuring SLA compliance

Author and maintain documentation for internal knowledge base reducing average ticket resolution time by 25%

Cloud Engineer at SHR Group

April 2023 - October 2023

Automated AWS infrastructure deployment utilizing Terraform IaC

Worked with a team of seven other engineers to design, deploy, and maintain cloud infrastructure, using EC2, S3, VPC, and other AWS services for FEMA

Collaborated with a team to design and implement cloud solutions, for mission success of the client following industry best practices

Worked with security teams to ensure cloud infrastructure is secure and compliant with FedRamp standards

Implemented security best practices, including identity and access management, and network security controls

Developed and maintained documentation for cloud architecture, configurations, and standard operating procedures

Implemented CI/CD pipelines using GitLab, automating the deployment and testing of cloud applications

Provided technical support and troubleshooting for cloud-based applications and services

DirectViz Solutions

June 2018 - Feburary 2023

Collarborated with large teams in mulitple departments to meet deadlines

Wrote and prepared over a dozen proposals which helped lead to multiple contract wins

Worked on CRM tools for capture to help upper management select contracts

Tracked and processed opportunities on four government vehicles