Manager Information Technology

David A. Scott

**** **** **** ****; Suwanee, GA *0024

770-***-**** ********@*****.***

Summary

Goal-oriented and collaborative IT professional with experience applying hardware and software design, installation, administration, and configuration to support growing and established businesses. Ten plus years supporting, switches, access points, printers, and mobile hand held units within a Local Area Network (LAN). Strengths in organization, written and oral communication, technology, project management, critical thinking, troubleshooting, problem analysis and resolution. Adept in communicating with technical and non-technical audiences. Education focuses heavily on network administration, including Cisco technologies, such as NAT, VPN, HTTP, IP, and many other networking protocols and technologies.

Technical Skills

OS experience includes Windows 2000/2003/2008, XP, Vista, and 7.

oIncluding Active Directory and application installation.

Cisco switch and router configuration.

Proficient with imaging PC hard drives either remotely or from a physical location.

oUse of Clonezilla and Norton Ghost.

Experience with Remedy, Vantive, TRAX Administration, Great Plains, Heat Service Manager, and HP Service Manager ticketing systems.

Proficient with the installation of computer hardware, software, and networking devices.

Experience virtualizing servers using VMWare.

Network cabling and hardware testing.

Experienced support for MS Office suite, including Office 365.

A solid understanding of networking fundamentals, including LAN, WAN, TCP/IP, HTTP, FTP, IPX/SPX..

Education

American InterContinental University Schaumburg, IL

Bachelor of Information Technology, Network Administration

•Coursework Included:

oRouting and Switching

oPhysical Layer Hardware

oSecurity Management

oEnterprise Networking

Indiana University Bloomington, IN

•Coursework Included:

oGeneral Education coursework.

o

Employment

SCI Orlando, FL

Senior IT Desk Analyst 2014 – Present

Primary Duties:

•Provide 2nd / 3rd level support for SCI Funeral Home Locations throughout the US; Canada; & Puerto Rico.

•Log tickets for each call with Heat Service Manager.

•Troubleshoot location PC’s; Printers; Network Connectivity; Network Devices

•Remotely logged into user PC’s to evaluate issues and correct.

oRemote into PC’s with LogMeIn and Remote Desktop

•Research solutions to new problems as they arise and communicate those solutions to management and team members.

•Interaction with software support groups to understand the scope of ongoing issues.

DSCI, Inc. Orlando, FL

Senior IT Technician, Communications and Information Operations 2012 – 2014

Primary Duties:

Provide onsite computer and network support for 100+ users and remote assistance for 1000 user in the NJ and MD offices.

Updating user Active Directory accounts.

oChanging/updating user rights as needed to company SharePoint site and access to network file folders.

Configuration and updating HP ProCurve switches and Cisco Routers

oChanging and establishing V-lan’s

oAccessed via web interface, physical connection, and through SSH connection

Setup of new users and troubleshoot existing users on MS Exchange 2010.

Responsible for configuring and issuing computer equipment and related software packages to new associates.

Maintaining and upkeep of equipment not limited to laptops, monitors, routers, switches, and network printers.

Troubleshooting a variety of computer network issues both wired and wireless.

Moved Orlando based users from a locally hosted domain to the corporate domain.

Setting up computer security measures.

oUpdating of virus protection software on local machines and servers.

oInstallation of Websense system.

Interaction with offsite team members to resolve local and companywide issues.

Maintaining virtual servers running Microsoft Server 2003 and 2008.

oServers were virtualized with the use of VM Ware

Troubleshoot telephone connectivity issues and setting up or changing dial by name directory via Merlin Magix software.

Determining equipment needs and entering in purchase requisitions using Cost Point.

Promethean Alpharetta, GA

Technical Support Specialist 2012 - 2012

Provided help desk support via telephone communications and email ticketing with end-users.

Maintain a detailed history on the Call Management System of all issues reported to customer support.

Assist in managing projector returns process. UPS shortages, which then have transferred to Logistics and work orders.

Provide 1st and 2nd line telephone and email technical support to a customer base (mainly education sector in Europe, Middle East, Africa and Asia-Pacific.) supporting Promethean bespoke software and hardware.

The Home Depot Co. Atlanta, GA

Associate Operations Specialist 2000-2004 & 2011-2012

•Provide first level support for Home Depot US, Canadian, and Puerto Rico core stores, and Corporate Users.

•Log tickets using HP Service Manager/Vantive.

•Troubleshoot store PC (Dell, IBM, Compaq/HP), register (NCR, IBM), network (Cisco, 3Com, Nortel), server hardware, wireless devices, network data jacks, POS software, BlackBerry phones, and APC/Symetra ups systems.

•Provide end users with Windows XP/7 troubleshooting and UNIX level support for backend servers on customer facing and non-customer facing systems.

•Use UNIX scripts to diagnose and correct network related problems.

•Research solutions to new problems as they arise and communicate those solutions to management and team members.

•Provided second level support for first level users during times of high call volume.

NuLink Digital / Newnan Utilities Newnan, GA

Senior Dispatch Technician – NuLink Digital 2004 – 2011

•Dispatched cable service calls and communicated with appropriate cable technicians in the field using Verizon Fleet Manager and Vehicle Path software platforms.

•Escalated ongoing and persistent issues to senior technicians, and notified upper management of the outages.

•Assisted installation technicians to provision equipment and activated services for new and existing customers.

•Interacted with partner companies and created service calls for customers who had devices connected to NuLink Digital’s network.

•Followed progress and work status of field technicians to ensure timely servicing of customer orders.

•Tracked trends in work orders to prevent potential long term service issues.

Control Room Technician – Newnan Utilities 2006-2008

•Responded to alarms and dispatched the appropriate on call technician to correct outages and sent out notifications to alert upper management.

•Received all trouble and outage calls, determined priority, created service orders and dispatched calls as necessary.

•Maintained proper paperwork on sewer spills and notified proper department heads.

•Monitored water / sewer / electric systems on SCADA and provided followed up as necessary.

•Sentand maintained notifications companywide as needed.

•Created service orders and entries as requested by other departments.

•Updated White Board with weekly/daily on-call personnel and acting supervisor info.

•Maintained Tech Jockey entries for svc orders and customer contacts.

Network Operations Specialist – Newnan Utilities 2004-2006

•Monitored network devices, including Cisco Catalyst 4006 Layer 2 and 3, Juniper Netscreen 5200, HP switches, Nat and Firewall Servers, Arris CMTS.

•Arranged customer installations for cable modems, including setting up email accounts, provisioning modems in Alopa, and updating DNS files.

•Investigated connectivity issues as they arose.

•Created and managed IP Addresses for customers.

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