IT Specialist

Tony Scott

**** ******** ****, **** ****** FL ***63

Home: 850-***-**** - Cell: 850-***-**** ****.*****@*********.***

Summary

IT Specialist with 20 years in technical and customer support roles.

Effectively identifies problems using advanced troubleshooting skills.

Expanded my skills as a programmer, developing a strong skill set with

VBScript, VB.NET, as well as exposure to C#.NET.

Expertise in creation of automated VBScript and scripting solutions in

support of Active Directory, GPO, SCCM, SMS, Antivirus maintenance,

disaster recovery, and customer support.

Proficient in creation of web based, stand alone, and server side

applications using tools such as MS Visual Studio 2010.

Strong customer interfacing skills, including outage handling, crisis

management, and the ability to clearly communicate both verbally and in

writing the level and scope of the issue and solutions to technical and non-

technical persons.

Proficient in design and implementation of SQL databases, SQL query

building, and SQL report building.

Currently pursuing certifications for CCNA and MCSE.

Highlights

Windows 95/NT4.0/2000/XP/Vista/7 Microsoft Office

(both hands on and remote TCP/IP

support/administration) SQL

Windows Server NT4.0/2000/2003/2008 HTML

(both hands on and remote Linux

support/administration) LAN/WAN configuration

Microsoft Exchange 5.0/5.5/2003/2010 including VPN

Microsoft Certified Professional MS Visual Studio 2010

(MCP)

VB.NET, VBScript

Notable Accomplishments

-Developed custom toolset to streamline the remote remediation of 245,000

workstations and track results using an SQL database.

-Designed and implemented the $2.5 million dollar upgrade to a Top Secret

network requiring the installation, configuration, and maintenance of

software and hardware, as well as the migration from Exchange 5.0 to

Exchange 5.5, and the infrastructure upgrade from Ethernet to fiber optic.

-Oversaw, managed, and deployed the migration of 250 call center users from

Windows 2000 to Windows XP, and instructed the users on the use of the new

operating system.

-Created a remediation tool set based on collaboration with other support

teams that automated repetitive tasks performed for customer support,

provided a GUI based interface for Level 1 technicians, and

tracking/reporting of actions and results in an SQL database.

Experience

Application Services Delivery

May 2013 to Jul 2013

IBM - Pensacola, FL

I participated on a special project team implementing the migration of

multiple formats of procedural and operational documentation (Word, Excel,

PDF, text) from multiple accounts and teams into a centrally located Lotus

Notes database.

Tier 3 Support / Queue Manager

Aug 2012 to May 2013

IBM - Pensacola, FL

I was a member of the Tier 3 Support team for the Dow Chemical corporate

account. Responsibilities included handling Tier 1 and Tier 2 support

contacts, outage management activities with occasional end-user client

interface. Extensive involvement in remediation efforts, included

interfacing with other teams to troubleshoot and resolve complex outages. I

also performed ticket queue management duties which included the

dispatching and load balancing of work items among team members. I managed

weekly calls with Tier 3 and Tier 1.5 team members to discuss current

issues, and to help identify any trending issues.

Tier 3 Support

Jan 2010 to May 2012

IBM - Pensacola, FL

I was a member of the Tier 3 Support team for the AT&T corporate account.

Responsibilities included handling Tier 1 and Tier 2 support contacts,

outage management activities with occasional end-user client interface.

Extensive involvement in remediation efforts, to include script creation

for client application issues, and interfacing with other teams to

troubleshoot and resolve complex outages. I also performed in-depth

investigation of chronic issues and recurring patterns in the desktop

environment, which included identifying resolution paths and providing

script driven solutions that reported back to an SQL database to allow

remediation tracking history, resulting in the streamlined remediation of

complex issues on 245,000 workstations. I was responsible for GPO policy

management, troubleshooting of GPOs and GPO related issues, SCCM

remediation, and Active Directory account management.

Third Tier Systems Administrator

July 2009 to Dec 2009

EDS/HP Corp - Pensacola, FL

I was a member of the Tier 3 Support team for the BellSouth corporate

account. I was responsible for handling 1st and 2nd tier Field

Support/Remote Desktop Support contacts, outage management activities with

occasional end-user client interface. Extensive involvement in remediation

efforts, primarily script creation for SMS client and application issues.

In-depth investigation of chronic issues and recurring patterns in the

desktop environment, identifying resolution paths and providing script

driven solutions that report back to an Excel spreadsheet to allow

remediation tracking history, resulting in the streamlined remediation of

complex issues on 45,000 workstations. I was responsible for GPO policy

management, troubleshooting of GPOs and GPO related issues, SMS

remediation, and Active Directory account management.

Field Engineer/Systems Administrator

Oct 2002 to July 2009

EDS Corp - Pensacola, FL

I was responsible for desktop software maintenance of corporate desktop

computers at a Bellsouth Consumer Regional call center. Responsibilities

included troubleshooting, installation, and configuration of desktop PC

software and hardware. Software support which included Windows NT, Windows

2000, and Windows XP operating systems, Microsoft Office suite, and

specialized Bellsouth communications programs such as BOCRIS, RUMBA, and

Netmanage Viewnow X-windows emulator. Hardware support included desktop and

laptop platforms as well as associated peripherals.

Senior Engineer

Aug 2001 to Oct 2002

After Hours Computing, Inc - Navarre, FL

I was responsible for LINUX web, e-mail, e-commerce server support,

installation, troubleshooting, and maintenance, PC hardware installation

and maintenance. Responsibilities also included HTML page design and

maintenance, Perl and Shell scripting, network cable installation, phone

support, remote administration of servers, troubleshooting and maintaining

Windows workstation installations, to include Operating System and MS

Office suite.

Senior Network Administrator

Aug 1996 to Aug 2001

United States Air Force - Ramstein AFB, Germany

I provided daily, on-call and deployed Command, Control, Computers and

Communications (C4I) system support for Headquarters United States Armed

Forces Europe (USAFE) Intelligence Directorate, Ramstein Air Base, Germany

as well as residential support for employees. Senior administrator and

project oversight for the $2.5 million dollar upgrade to the network

requiring the installation, configuration, and maintenance of software and

hardware for 500 PCs and 12 servers at the primary place of business as

well as 130 PCs at regionally deployed sites in both classified and

unclassified configurations. Lead telephone and onsite troubleshooter for

over 300 Intelligence professionals, resolving problems with hardware,

systems software, applications software, print queues and

telecommunications infrastructure. Provided primary evaluation and

recommendations on software upgrades ensuring interoperability with other

network and software components. Primary trainer for all other

administrators (both junior level and peers) on newly implemented

procedures, software, and hardware.

Financial Systems Programmer

Aug 1990 to Aug 1996

United States Air Force - Gunter AFS, Montgomery, AL

I developed standard computer programs, specifications, and manuals for the

base-level General Accounting and Finance System. Provided telephone, e-

mail, and letter mail support for 240 Accounting and Finance offices

worldwide. Conducted and participated in system testing to ensure computer

software accuracy and computability with related systems. Developed

operational standards and guidance for software and data processing

procedures. Also responsible for the administration and management of

equipment for a staff of 32 people to include installation, configuration,

and maintenance of hardware and software components.

Education

Self-directed study, multiple online IT courses from Microsoft and other

vendors - 2005 to present

Microsoft Windows 2000 Network and Operating System Essentials - Sep 2000

Implementing Windows 2000 Professional and Server - Sep 2000

Microsoft Certified Professional (Microsoft Windows NT 4.0 Server) - Sep

2000

Updating Support Skills from MS Windows NT 4.0 to Windows 2000 - Aug 2000

Airman Leadership School (Management Skills & Communications) - Jun 1995

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