Engineer Sales Representative
Resume:
Scott Ertell
Dearborn, MI 48124
Cell: 313-***-****
*******@******.***
OBJECTIVE:
To obtain a position that will allow me to utilize my education and
background while allowing me to further increase my knowledge of new and
important technologies.
TECHNICAL SUMMARY:
Win 95/98/2000/ME/XP/Vista, Windows NT, Windows 2000, Windows 2003, DOS,
Basic, FORTRAN, COBOL & Advanced COBOL, dBaseIV, IBM Assembler, Outlook
98/2000, MS Office Suite, Aspect Phone System, Cisco IP Phone, Web
Authoring, Knowledge Engineer, Cable Modem, DSL, Linksys Routers and
Netgear Wireless Router
CBT's (Computer Based Training):
A+ Certification Part 1-9 - Hardware Fundamentals, Networking Essentials
2nd Edition - Part 1,
Microsoft Windows 2000 Professional User Fundamentals, Microsoft Windows
2000 - New Features, Microsoft Windows 2000: Administration Part 1: User
Accounts
WORK EXPERIENCE:
February 2010 - Present St. John Health Care
Warren, MI
Incident Coordinator
. Assign tickets to technicians according to locations to resolve issue.
. Work as an integral part of a team of eighteen Incident Coordinators.
. Correct and report inaccurately coded and assigned tickets for Quality
Assurance.
. Facilitate Plan of the Day Meeting with Technicians, Team Leads, and Site
Managers.
. Review all tickets to drive efficiencies and decrease resolution times.
. Escalate productivity issues to the Incident Managers and Site Managers.
. Review and audit tickets for Process Compliance.
. Support SLA attainment by identifying, reporting, and escalating all
tickets close to or missing Service Levels to appropriate individuals.
. Provide Metrics and Reporting Support for Month End Billing and SLA
Reports by scrubbing tickets and correcting inaccuracies.
December 2008 - January 2009 JP Morgan Chase Belleville,
MI
Media Operator
. Retrieved media tapes from tape racks and inserted them into media
library.
. Took out ejected tapes from media library and re-racked tapes.
. Inserted cleaning tapes into media library.
June 2006 - March 2007 Ford SDSS Server Team
Dearborn, MI
Network Administrator
. Monitoring servers and creating GIRS tickets for outages and errors.
. Rotated tapes weekly and performed restore.
. Created Y, W and X drive access for users.
. Removed and restored data from drives.
June 2005 - June 2006 Ford SDSS Server Team Dearborn, MI
Network Analyst
. Monitoring servers and creating GIRS tickets for outages and errors.
. Check the GIRS queue for escalating tickets to L1 and L2 Techs.
. Created Y drive access for move and drive request.
. Logging into Netview to check if the Fordstar terminal is running
normally.
November 2004 - June 2005 Handleman Group
Southfield, MI
Senior Laptop Support Technician
. Support Outlook 98 & 2000; answer user questions and provide problem
resolution.
. Swap out hardware for HP Omnibook 510, Gateway, Compaq; Dell Axim PDA's &
SD Memory Cards; Canon BJC-80 &85, parallel and ac adapter cords; Scanner
Guns and Cords.
. Backup data, restage, restore data and configure laptop computers.
. Assisted users in synching store data from server to laptop and then to
PDA, also synching from server to PDA.
. Assisted user in troubleshooting dial-up problems in connecting on
Laptop's and Socket 56K Modem on PDA's.
. Reset and unlocked users network passwords.
. Emailed and called users and open tickets.
. Logging in as administrator to Portal Page to see if user has territory
and store setup to configure PDA and Laptop for new user.
. Give user manual overrite and auth code for users to sign into stores
with.
June 1999 - November 2004 Ford Laptop Help Desk Southfield,
MI
Senior Laptop Support Technician
Assist and troubleshoot Ford users in connecting Cable Modem and DSL with
router and VPN Client.
Create and publish articles for the IPortal, through Web Authoring.
Pushed through and corrected articles for the IPortal, being Knowledge
Engineer.
Troubleshoot LAN connectivity issues and reset LAN passwords.
Create GIRS tickets and called users on open tickets to resolve problems.
Support Outlook 98 & 2000; answer user questions and provide problem
resolution.
Support Microsoft Office applications.
Swap out hardware for Dell Latitude CPX, C600 & C610; HP DeskJet Printers
and Brother MFC Printers.
Troubleshoot modem problems and assist Ford users in activating their
Securid cards.
Stage, restage and configure laptop computers; instruct users on running
system cleanup.
Help users to map network drives, assist users in creating their dial-up-
network connection.
December 1997 - June 1999 Mati's Deli Dearborn, MI
Inside Sales Representative
Trained new employees, light stock work, answered phone orders and
questions.
September 1997 - December 1997 CCN Farmington Hills,
MI
Help Desk Analyst
Resolved system conflicts on a multiple server network.
Monitored and documented data on server activity.
Created documentation to track login memory space available, voice mails,
messages and call status on open tickets.
Assisted the staging and distribution of systems to remote sites throughout
the country.
Updated the phone status line in regards to server downtime and
accessibility.
September 1996 - February 1997 Cyber Inc Allen Park,
MI
Satellite Network Analyst
Assisted Ford dealerships in the activation of their Service Bay Diagnostic
System (SBDS) to the FORDSTAR Satellite Network.
Trouble shot network problems concerning SBDS and SBTS and FORDSTAR
Terminal.
Tested Service Bay Products from remote location.
Distributed LAN software and LAN instructions to dealerships.
Assisted Hughes Network System field technicians with service problems.
Interfaced with Service Bay Product Support Group and FORDSTAR.
Provided helpdesk support for LAN activation issues.
Recorded service comments and placed service requests for IBM and Hughes
technicians.
Checked on Satellite connection for FORDSTAR Terminal, SBDS and SBTS.
Education:
Henry Ford Community College, Dearborn, MI, Associates of Science; Computer
Information System, 05/1995
University of Phoenix - Online Classes, Bachelor of Computer Information
System 11/08 - Present
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