Customer Service Engineer

Scott Vancoppenolle

*** ***** **. *******, ** ***43 Phone: 586-***-**** ********@*******.***

Objective:

To attain a position with a company that will allow me to utilize my current expertise and skills to help the organization meet

all of its business, IT goals, and objectives. I am a Multi certified technology professional with experience managing

enterprise systems and new technology implementations. Expert in gathering, analyzing and defining business and

functional requirements; creating metrics, trend charts and other decision making tools; and designing/re engineering

processes, workflows and technology solutions for systems and networks. I have a proven ability to lead seamless

projects\implementations involving multiple departments\personalities and deliver next generation technical solutions

improving revenues, margins and workplace productivity. I am hands on technical professional that has a go anywhere do

anything personality. I am very logical in my thought processes, if I am not familiar with a technology that I need to perform

my job I will put the time in to learn it completely.

Expertise Highlights

Network & Systems Database Design & Management

Implementation\Administration Major Software/Systems Implementations

Strategic Technology Planning Systems Security & Disaster Recovery Planning

Data/Business/Systems Analysis Documentation

Data Flow & Process Mapping Technical Writing (Manuals/System Specs)

Email System and Phone System Proven Leader

Implementation\Administration

Professional Experience

aERODYNAMICS INC. – Waterford, MI 2002 to 2010

Director of Information Technology

Initially a consultant for Sequoia\Analysts International and was hired in the Director of Information role to

provide technical expertise as well as IT leadership for the organization. Design, Implement, and manage large

scale enterprise wide projects, systems design, conversions and performance tuning and monitoring of

applications/systems. Help set long range technical direction and strategic plans.

Responsibilities/Accomplishments:

Responsible for all aspects of the IT infrastructure including both physical and operational layers

Successfully integrated 5 nationwide offices into one network infrastructure initially utilizing a combination of terminal

servers and VPN’s.

Designed and implemented web based enterprise help desk system. Provided training for all end users as well as IT

staff. The system reduced help desk calls by 68% by providing both a less intrusive method for end users to seek IT

assistance as well as providing the end user with an easily searchable knowledgebase generated from closed tickets

and solutions to other common problems.

Installed, implemented (including training for IT staff\end users), and managed Firebox appliance providing enterprise

viral\malware scanning, firewall, routing, and VPN functions.

Designed and implemented email infrastructure for entire organization beginning with Exchange 5.5 transitioning to

newer versions as they become available and proven to be stable and secure. Current version is Exchange 2007.

Designed, implemented, and maintained enterprise wide SharePoint system. Incorporation of the SharePoint tool

provided for better communication throughout the organization eliminated the need for 2 file servers, and further

reduced help desk calls\tickets.

Implemented new phone system allowing for unified messaging, and single number access for employees.

Designed and implemented backup\Disaster recovery solution allowing for 100% uptime of mission critical systems

Designed and implemented secure campus wide wireless solution for customers and employees. Solution provided

technicians in aircraft network access thus improving billable hours. Also reduced cellular minute consumption by

allowing on campus cell calls to be placed\received via the wifi connection as opposed to cellular network.

Provided digital technician manuals eliminating the need for physical publications and improving productivity which

translated into more billable hours.

VanCoppenolle Resume Page 1

Assisted in the transition of MAS90 accounting package into PVSQL base Great Plains accounting package.

Performed all subsequent upgrades including transition to MS SQL backend.

Maintained all enterprise apps including Corridor (aviation maintenance application\Oracle backend) and FOS (Flight

Operations software\PVSQL backend) including top tier support and troubleshooting, performance tuning, as well as

reporting and data mining functions.

Prepared, budgets, trend analysis, performance statistics, complete physical and operational documentation of the

network and all other necessary reporting to management team on a quarterly basis.

Sequoia\Anaylsyts International – Auburn Hills, MI 1998 to 2002

Senior Network Engineer

Worked as senior level consultant primarily designing\implementing entire enterprise infrastructures and applications,

assessing business needs of the client and providing solutions to meet those needs and provide top level support for

network, database, and email issues. For some smaller clients I served as their entire IT department

Responsibilities/Accomplishments:

Transitioned client from AS400 based accounting package to Great Plains accounting system with MS SQL backend.

Implemented numerous Exchange 5.5 and 2000 installations

Implemented numerous Zen Works to Windows NT\2000 transitions and vice\versa

Provided top level support and customer service to all clients internal and external.

Provided in depth network analysis and documentation metrics to clients isolating problem errors and providing

solutions (many at no cost)

Performance tuning of applications, databases, and servers

1994 to 1998

Miller, canfield, paddock, and stone– detroit, MI

System Analyst

Initially was hired as a messenger and was promoted to a Billable Technician (essentially a junior Paralegal),

then to a Help Desk representative, and finally to the Systems Analyst position.

Responsibilities/Accomplishments:

Transitioned entire organization (13 offices worldwide) from Netware 3.11 architecture to Windows NT 4.0. Project also

included replacing almost 2000 DOS based machines with Windows NT 4.0 workstation and training end users on the

new technology and office suite (including co authoring all training materials).

Transitioned organization form CC. Mail to Exchange 5.5 with no downtime

Responsible for PC DOCS document management system including upgrading the software from a DOS based version

to Windows with no document or profile loss (approx 7 million documents and profiles)

Responsible for converting 7 million documents from WordPerfect 5.0(DOS) to Word 97.

Responsible for designing, and implementing (including training Help Desk staff and generating “At a Glance manuals),

and managing Remedy Help desk software as well as being level one support for all issues with software

Member of Tier one support team for end users and IT Staff

Document all network systems for all offices and provide metrics, trend analysis, and reporting to IT director on a

weekly basis.

Billable Technician

Responsibilities/Accomplishments

Analyze documentation received from various sources (opposing council, court documentation, Police reports etc) and

provide concise reports an summaries to litigation team

Built and maintained a SQL based database to track all aspects of the case specifically information o the 350 plaintiffs.

The database contained hundreds of custom reports allowing the litigation team an at a glance look at any and all

aspects of the case.

Technology Summary

Certifications: Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE),

Microsoft Certified Professional (MCP), Currently working towards CCNA

Applications: Microsoft SQL Enterprise Manager, Microsoft SQL Query Analyzer, Novell ZENworks, Norton Ghost,

Microsoft Project,, Microsoft Visio, Remedy,, pcAnywhere, Microsoft FrontPage, Microsoft Office,

Microsoft Visual Studio, Oracle, Pervasive SQL, Corridor, FOS, Microsoft Exchange, SharePoint,

Crystal Reports, Great Plains Dynamics, FRX, Quick base, PC DOCS, Backup Exec,

ArcServ\BrightStor, Blackberry Server, Fireware,

Systems: Windows, NetWare,

Languages: C++, PSQL, BASIC, COBOL, Q Basic, HTML

VanCoppenolle Resume Page 3

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