Andrew Courtney is a UX-focused professional with a background in government contract operations, documentation review, customer support, and digital design. His experience has given him a strong understanding of how people interact with complex systems, and his recent UX training has helped him translate that experience into research, prototyping, and user-centered design work.
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"I design with the perspective of someone who has spent years helping real users navigate complex systems, solve problems, and get things done."
"I design with the perspective of someone who has spent years helping real users navigate complex systems, solve problems, and get things done."
Professional Summary:
Professional Summary:
UX-focused professional with experience in government contract operations, error resolution, customer support, documentation review, digital marketing, and website content management. My background includes supporting users through complex systems, maintaining data accuracy in regulated environments, improving workflows, and creating digital content across web and social platforms. I bring a practical, human-centered approach to UX design, combining research, organization, visual design, and real-world problem solving.
Employment Experience:
Employment Experience:
Error Resolution Specialist
National Plan & Provider Enumeration System / RELI Group
July 2022 – Present
Supported end users by troubleshooting website errors, answering system-related questions, and helping users complete complex tasks.
Entered, updated, and verified provider records in NPPES and ServiceNow while maintaining strong data accuracy and compliance standards.
Adhered to CMS protocol for handling sensitive information in a regulated government contract environment.
Trained and mentored new team members on documentation processes, system protocols, and workflow expectations.
Monitored daily, weekly, and monthly workloads to support team productivity and operational goals.
Collaborated with team members to identify discrepancies, resolve issues, and improve workflow efficiency.
Recognized with multiple company awards for performance, reliability, and contributions during tenure.
Adapted quickly to updated role expectations, documentation standards, and evolving team metrics.
Director of Marketing & Administration
TK-9: Destination Pet
January 2020 – July 2022
Managed and maintained website content, promotional materials, marketing calendars, and digital communications.
Designed and updated branded materials across web, social media, and print channels.
Used analytics, market research, sales data, and campaign results to support marketing decisions.
Coordinated virtual events, client communications, and community-facing outreach efforts.
Served as a liaison for clients with a wide range of needs, questions, and service expectations.
Trained and managed front desk representatives while monitoring customer interactions and operational workflows.
Supported brand strategy through content planning, campaign tracking, and weekly reporting.
Marketing & Outreach Intern
AmeriCorps / Learning Undefeated
January 2018 – December 2019
Created and published daily content across Twitter, LinkedIn, Facebook, and Instagram.
Developed copy, images, and videos to increase engagement and promote STEM career opportunities.
Organized visual assets from field staff for use in social media, outreach, and community storytelling.
Helped support programming designed to introduce STEM education to children in high-need communities.
Education & Certifications:
Education & Certifications:
Bachelor of Arts in Mass Communications & Marketing
Salisbury University
Google UX Design Certificate
Completed 2026
Microsoft UX Design Professional Certificate
Completed 2026
Relevant Skills:
Relevant Skills:
UX/UI Design
Figma, wireframing, prototyping, user flows, usability testing, information architecture, visual hierarchy, content organization
Research & Strategy
User-centered thinking, competitive analysis, market research, campaign analysis, workflow analysis
Systems & Operations
ServiceNow, NPPES, CRM software, documentation review, data entry, quality assurance, regulatory compliance
Communication & Content
Copywriting, proofreading, editing, website content, digital marketing, social media management, public relations
Tools
Microsoft Office, Google Ads, CRM platforms, point-of-sale systems, online calendars
Google Sites
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