Andy Richardson

About Andy Richardson

At the forefront of incident management at LPL Financial, my role encompassed leading support teams through complex technical challenges. Harnessing over a decade of experience, my mission was to ensure seamless IT operations and service continuity. My expertise lies in orchestrating multi-disciplinary teams to drive incident resolution, resulting in minimized downtime and optimized system performance. We\'ve cultivated an environment where continuous communication with stakeholders is paramount, facilitating a transparent and effective incident management lifecycle. This dedication to operational excellence reflects my commitment to maintaining the integrity and reliability of financial services technology.At Disney, I specialized in major incident management for all platforms, technologies and business units across the global corporate footprint. Additionally, my team served as a readily available solution to a broad variety of issues with service operations, service delivery and vendor management. We were the \"fixers\" for corporate technology. In addition to my other duties, I managed the team\'s knowledge base and trained new analysts.For Nemours, I provided technical support with a focus on first-touch incident resolution and excellent customer service. Over time, I grew into the responsibility of monitoring system health and batch jobs on nights and weekends.

Experience

1. Manager, Incident Management

   Milestone Technologies, Inc.

   Jan 2025 — Present

   Managed a ten-person team of Incident Managers located in India and the US• Improved team SLA performance from less than 50% to greater than 90% over a period of six months and eliminated nearly all customer complaints• Partnered with customer to improve processes and address concerns• Trained and developed the team, establishing a positive culture• Contributed to weekly RCA meetings, discussions and approvals for the organization• As part of overall Service Delivery for the account, led root cause analysis meetings with the Network team to ensure results met customer expectations

Education

• James Madison University

  Bachelor of Science, Communications